顾客关系管理理论研究新进展及其对我国企业营销实践的启示
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外国经济与管理 2009 年 第 31 卷第 01 期, 页码：43 - 49
摘要
参考文献
摘要
顾客关系管理(customer relationship management,CRM)实践在过去几年内得到了飞速发展,理论界也给予了广泛关注。本文从CRM的理论基础及其内涵、CRM绩效评价的指标体系、CRM策略的实施效果、CRM影响企业绩效的内在机理四个方面对过去几年来CRM理论研究的最新进展进行了系统回顾,并指出了目前该领域研究存在的主要不足及对我国企业CRM实践的启示。
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[2]Adrian Payne,and Pennie Frow.Customer relationship management:From strategy to i mplementation[J].Journal of MarketingManagement,2006,22:135-168.
[3]William Boulding,Richard Staelin,Michael Ehret,et al.Acustomer relationship management roadmap:What is known,potential pit-falls,and where to go[J].Journal of Marketing,2005,69(Oct.):155-166.
[4]Adrian Payne,and Pennie Frow.A strategic framework for customer relationship management[J].Journal of Marketing,2005,69(Oct.):167-176.
[5]Kale,Sudhir H.CRMfailure and the seven deadly sins[J].Marketing Management,2004,13(Sep.-Oct.):42-46.
[6]Fornell,Claes,Johnson,Michael,and Anderson,Eugene W.The American customer satisfaction index:Nature,purpose and findings[J].Journal of Marketing,1996,60(5):7-18.
[7]Raji Srinivasan,and Christine Moorman.Strategic firmcommit ments and rewards for customer relationship management in online re-tailing[J].Journal of Marketing,2005,69(Oct.):193-200.
[8]张新安,田澎.顾客满意与顾客忠诚之间关系的实证研究[J].管理科学学报,2007,10(4):62-72.
[9]Jayachandran,Satish,Subhash Sharma,Peter Kauf man,et al.The role of relational information processes and technology use in cus-tomer relationship management[J].Journal of Marketing,2005,69(Oct.):177-192.
[10]Sunil Mithas,MS Krishnan,and Claes Fornell.Why do customer relationship management applications affect customer satisfaction[J].Journal of Marketing,2005,69(Oct.):201-209.
[11]Anderson,Eugene W,Claes Fornell,and Sanal K Mazvanchery.Customer satisfaction and shareholder value[J].Journal of Marketing,2004,68(Oct.):172-185.
[12]Reinartz,Weiner,Manfred Krafft,and Wayne D Hoyer.The customer relationship management process:Its measurement andi mpacton performance[J].Journal of Marketing Research,2004,41(Aug.):293-305.
[13]Leo Y MSin,Alan C B Tse,and Frederick H K Yi m.CRM:Conceptualization and scale development[J].European Journal of Mar-keting,2005,39(11/12):1 264-1 290.
[14]Jayachandran,Satish,Kelly Hewett,and Peter Kauf man.Customer response capability in a sense-and-respond era:The role of cus-tomer knowledge process[J].Journal of the Academy of Marketing Science,2004,32(Sum.):219-233.
[15]Rogers,Martha.Customer strategy:Observations fromthe trenches[J].Journal of Marketing,2005,69(Oct.):262-263.
[16]Rust,Roland T,and Tuck Siong Chung.Marketing models of service and relationships[J].Marketing Science,2006,25(6):560-580.
[17]王永贵,韩顺平,邢金刚.基于顾客权益的价值导向型顾客关系管理——理论框架与实证分析[J].管理科学学报,2005,8(6):27-37.
引用本文
徐细雄. 顾客关系管理理论研究新进展及其对我国企业营销实践的启示[J]. 外国经济与管理, 2009, 31(1): 43–49.
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