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題 名 | 關係管理芻議--關係管理研究的回顧與展望=A Review on Relationship Management |
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作 者 | 羅家德; | 書刊名 | 關係管理研究 |
卷 期 | 1 民94.06 |
頁 次 | 頁1-41 |
分類號 | 494 |
關鍵詞 | 關係管理; 社會網絡理論; 社會網絡分析; 顧客關係管理; 企業關係管理; 社會資本; Relationship management; Social network theory; Social network analysis; Customer relationship management; Organizational relationship management; Social capital; |
語 文 | 中文(Chinese) |
中文摘要 | 本文試著陳述關係管理作為管理學的次領域其範圍、理論基礎以及應用研究的現況,並提出對此一領域未來的展望。 關係管理的理論基礎來自於社會網絡理論,此一理論在社會學中發展了四十多年,著重不同關係型態,包括種種資源交換關係和信任關係,以及這些關係形成的網絡結構的研究。本文回顧了此一理論如何研究管理學中的議題,包括個人中心網絡、企業內關係網絡、企業間關係網絡以及顧客關係,分別討論這些子議題中關係型態與網絡結構的過去理論發展,並探討這些理論在管理實務上的應用。最後,本文提出一些未來待研究的議題,以期此一領域能有更多實務研究並成為管理上有用的工具。 |
英文摘要 | This paper tries to delineate the scope and theoretical base of relationship management, and propose a future research agenda for this new managerial area. Relationship management is based on the development of network analysis and social network theories, which have developed in sociology for more than forty years. Social network theories focus on two research areas--the network structure of social relations and various types of social relations, including resource and trust networks. In addition, the applications of social network theories in ego-centered network studies, organizational behaviors, organizational theory and customer behaviors in the past are reviewed. Furthermore, today's development of inter-organizational, intra-organizational and customer relationship management is also included, and some future research agendas are proposed, in hope that more researchers devote their energy to this uprising area. |
本系統中英文摘要資訊取自各篇刊載內容。