Research on the measurement, influence factors and promotion strategy of B2B enterprise customer relationship quality

作者：Yi Tang · 发表于：Otago University Research Archive (University of Otago) · 年份：2024 · 研究领域：Customer Service Quality and Loyalty、Customer churn and segmentation、Advanced Technologies in Various Fields

Abstract: In B2B inter-enterprise relationship management, "relationship quality" plays an important role in enterprise practice. In the past, the research on relationship quality mainly focused on the relationship between enterprises and consumers, while the research on relationship quality between enterprises and customers in the B2B field, especially between engineering enterprises and customers, was less, and from the perspective of models, there were relatively few articles on the relationship between relationship quality and its antecedents and aftereffects (Wang Xiao, Chen Ye, Li Zhong, 2016). What are the main influencing factors of customer relationship quality of B2B enterprises and how do they work?