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顾客抱怨处理的公平性与交叉购买关系的实证研究 被引量：2

An Empirical Research on the Relationship of Justification of Customer Complaint Treatment and Cross-purchase
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摘要 在理论研究基础上提出假设,建立模型,通过实证研究得出结论:顾客抱怨处理的公平性与交叉购买呈正相关关系。其中,结果公平、程序公平和互动公平与交叉购买意愿和交叉购买行为呈正相关关系。帮助企业制定有针对性的策略,以提高顾客关系管理技巧,增加企业利润。 This paper proposes a hypothesis based on the research, constructs model, and makes the conclusion through an empirical research：justification of the customer complaint treatment has a positive effect on cross-purchase. What’s more, result justification, procedure justification and interaction justification all have a positive effect on cross-purchase will and cross-purchase behavior. It also helps companies to make targeted tactics to enhance customer relationship management skills and increase economic returns.
作者 王中江
机构地区 安徽工程大学人事处
出处 《重庆三峡学院学报》 2013年第5期36-39,共4页 Journal of Chongqing Three Gorges University
基金 安徽省高校省级优秀青年人才基金项目(2011SQRW067) 安徽省高校省级优秀青年人才基金项目(2012SQRW069)阶段性成果
关键词 顾客抱怨 公平性理论 交叉购买 典型相关分析 customer complaint justification theory cross-purchase canonical correlation analysis
分类号 F713.55 [经济管理—市场营销]
  • 相关文献

参考文献11

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共引文献52

同被引文献36

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引证文献2

二级引证文献3

重庆三峡学院学报
2013年 第5期

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