浅析企业关系品质

The review and comment of enterprise relationship ouality

关系品质往往被强调为人与人之间的关系哲学,而忽视了企业之间、企业与顾客之间的关系品质的重要性。在文献的基础上,从关系品质的来源开始回顾,总结了企业关系品质的作用,它能够影响顾客忠诚、关系价值、企业绩效和顾客购买决策,在企业关系品质建设上总结了一致性和关系投资两个重要指标,同时也发现,未来对企业的客户经理和关系投资两个领域内的研究将会进一步引领人们对企业关系品质的认识。

Relationship quality （RQ） is usually understood as a relation philosophy between individuals, but most people ignore the importance of the RQ between firms, or firms and consumers. Base on the literature, this paper reviews the source of RQ, and summarizes the effect of RQ on consumer loyalty, relationship value, performance, and consumer decision making. Furthermore, this paper also summarizes that consistency and relationship investment are two important standards to evaluate RQ. Meanwhile, we find it will guide people to understand RQ better if we study more on accounting manager and relationship investment in the future research.