| 基于结构方程建模法的CRM成熟应用评价模型 |
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| 引用本文： | 佘元冠,管政. 基于结构方程建模法的CRM成熟应用评价模型[J]. 管理工程学报, 2007, 21(4): 31-34,38 |
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| 作者姓名： | 佘元冠 管政 |
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| 作者单位： | 北京科技大学,北京,100083 |
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| 摘 要： | 在对客户关系管理(CRM)文献与实际调研的基础上,设计出CRM成熟应用的评价体系与模型,并运用AMOS统计分析方法,对"战略与组织"、"流程"、"人员"、"技术"、"客户"与"绩效"之间的关系进行了结构方程建模分析,建立了CRM成熟应用的结构方程模型.
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| 关 键 词： | 客户关系管理 绩效 流程 结构方程建模 |
| 文章编号： | 1004-6062(2007)04-0031-05 |
| 修稿时间： | 2005-10-27 |
A Model of Measuring Mature CRM Application by Structural Equation Modeling |
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| SHE Yuan-guan,GUAN Zheng. A Model of Measuring Mature CRM Application by Structural Equation Modeling[J]. Journal of Industrial Engineering and Engineering Management, 2007, 21(4): 31-34,38 |
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| Authors: | SHE Yuan-guan GUAN Zheng |
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| Abstract: | Based on the CRM theory study,this paper suggests the key factors which affect mature CRM application.Moreover,by using AMOS statistics analysis,it analyzes the relationship between the key factors,and establishes Structural Equation Models between factors which affect mature CRM application. |
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| Keywords: | Customer Relationship Management performance process Structural Equation Modeling |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
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