摘要
满意体验一直是企业间关系研究文献忽视的变量。基于此,通过系统的文献梳理,从技术、交互和响应满意体验出发,剖析满意体验与信任—承诺之间的因果链,并结合299个采购主观评价数据和实际销售数据,系统探析对于客户遵从和实际销售额的影响。结果表明:(1)技术、交互和响应满意体验正向影响信任—承诺;(2)信任直接决定客户采购中的遵从行为,但承诺对于销售额的影响并不显著;(3)企业间关系阶段显著影响客户的实际采购,企业间关系处于成熟期客户采购额更高。
Satisfaction experience （SE） has long been neg/ectea over the va^L y~ organizational relationship. This paper examines the causal chain between SE and trust-commitment from TSE, ISE and RSE based on 299 China＇s self-reports and actual data, with the intention to explore its effect on customer compliance and performance. The results show that TSE, ISE and RSE lead to positive trust-commitment and trust in turn affects compliance, whereas commitment has no significant effect on selling. And the relationship phase exerts significant impact on customers＇ actual purchasing and at the matured-phase customers buy more.
出处
《中国地质大学学报（社会科学版）》
CSSCI
北大核心
2011年第6期91-98,共8页
Journal of China University of Geosciences(Social Sciences Edition)
基金
国家自然科学青年基金项目"市场互入与渠道互依下的营销协同策略研究"(71002031)
上海哲学社会科学青年课题"企业家‘傻劲’的最优水平及其调适因素--基于上海与伦敦等城市大学生创业园的比较研究"(2010EJL001)
上海教委科研创新基金项目"商人何以成为了朋友"(12ZS073)
关键词
满意体验
信任-承诺
遵从
关系阶段
satisfaction experience
trust-commitment
compliance
relationship phase
