| 产品危机后的企业应对顾客关系质量的影响 |
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| 引用本文： | 周晓琳,周洁如.产品危机后的企业应对顾客关系质量的影响[J].哈尔滨商业大学学报(自然科学版),2012(1):123-128. |
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| 作者姓名： | 周晓琳 周洁如 |
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| 作者单位： | 上海交通大学安泰经济与管理学院 |
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| 摘 要： | 参照国内外成熟的研究理论,构建危机情境下企业应对模式-关系收益-关系质量模型.研究发现,企业的应对模式将显著影响信心收益、社会收益和特惠收益,而信心收益和社会收益将显著影响企业-顾客间的关系质量.
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| 关 键 词： | 产品伤害危机 企业应对模式 关系收益 关系质量 |
Impact of corporate response on relationship quality under product crisis |
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| ZHOU Xiao-lin,ZHOU Jie-ru.Impact of corporate response on relationship quality under product crisis[J].Journal of Harbin University of Commerce :Natural Sciences Edition,2012(1):123-128. |
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| Authors: | ZHOU Xiao-lin ZHOU Jie-ru |
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| Institution: | (Antai College of Economics & Management,Shanghai Jiao Tong University,Shanghai 200030,China) |
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| Abstract: | This paper proposed a "corporate response mode-relationship benefits-relationship quality" model on the basis of abundant mature studies.It was found that corporate response mode affected the confidence benefits,social benefits and special benefits significantly,while confidence benefits and social benefits influenced consumers’ satisfaction and trust significantly. |
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| Keywords: | product harm crisis cooperate response mode relationship benefits relationship quality |
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