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基于结构方程建模法的CRM成熟应用评价模型
A Model of Measuring Mature CRM Application by Structural Equation Modeling
【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。
【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.
【关键词】 客户关系管理;
绩效;
流程;
结构方程建模;
【Key words】 Customer Relationship Management; performance; process; Structural Equation Modeling;
【Key words】 Customer Relationship Management; performance; process; Structural Equation Modeling;
- 【文献出处】 管理工程学报 ,Journal of Industrial Engineering and Engineering Management , 编辑部邮箱 ,2007年04期
- 【分类号】F274;F224
- 【被引频次】9
- 【下载频次】858