关系信息进程及其影响因素的实证研究

如何提升企业客户关系管理效率是现代企业亟待解决的关键问题。论文构建了顾客关系导向、以顾客为中心的管理系统和关系信息进程之间的概念模型，并运用来自中国银行业的调查数据实证检验了三者之间的关系，实证研究结果表明，顾客关系导向和以顾客为中心的管理系统是关系信息进程的两类关键驱动要素，都对关系信息进程产生显著的积极效应。

Determinant of Relational Information Processing: An Empirical Study

How to improve customer relationship management is an urgent problem in practice.This paper builds a conceptual model about customer relationship orientation,customer-centric management system and relational information processes,and tests the relationship among these variables using data from Chinese bank industry.The empirical results show that customer relationship orientation and customer-eentrie management system both have positive effect on relational information proeess.