关系利益对关系质量影响的实证研究——基于银行服务业背景下客户性别的调节效应

被引：7

作者：

杨志勇

王永贵

机构：

[1] 对外经济贸易大学国际商学院

来源：

山西财经大学学报 | 2011年 / 33卷 / 12期

关键词：

关系利益; 关系质量; 客户性别; 调节作用;

D O I：

10.13781/j.cnki.1007-9556.2011.12.002

中图分类号：

F832.2 [银行制度与业务]; F274 [企业供销管理]; F224 [经济数学方法];

学科分类号：

1201 ; 020204 ; 0701 ; 070104 ;

摘要：

在服务业顾客关系管理中,关系利益对关系质量的影响极为重要。在系统回顾以往文献的基础上,针对关系收益对于关系质量的影响进行了研究,剖析了客户性别扮演的调节作用,并构建了调节作用模型。同时,以转型经济下中国银行服务业为研究背景,从顾客视角收集数据,对相关假设进行了实证检验。实证结果显示,客户性别在承诺模型中的调节作用全部显著,而在信任模型中仅有部分调节作用显著。

引用

页码：37 / 45

页数：9

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