AN APPROACH TO ANALYZING THE BIDIRECTIONAL VALUES

Chenyin Pan and Sufen Wang
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Chenyin Pan: Glorious Sun School of Business and Management, Donghua University, 1882 Yan An Road West Shanghai, 200051, China
Sufen Wang: Glorious Sun School of Business and Management, Donghua University, 1882 Yan An Road West Shanghai, 200051, China

Chapter 8 in Challenges in Information Technology Management, 2008, pp 50-55 from World Scientific Publishing Co. Pte. Ltd.

Abstract: AbstractCustomer relationship describes a sort of interactions between enterprises and their customers, and customer relationship management always emphasizes on the research of customer value: from enterprise to customer and from customer to enterprise. In this paper, cognition process is introduced to demonstrate the two types of values are bidirectional and to analyze the bidirectional values, and the interaction mechanism of bidirectional values is explained in terms of the associated processes. Moreover, the factors in bidirectional values are identified via analyzing the Customer Satisfaction Index Model, and concretize the interactive relationships of bidirectional values. Meanwhile, the mathematic model is set up to demonstrate the effect of interactive relationships. Thereby a sound and stable relationship between enterprises and their customers can be realized via combination of bidirectional values based on cognition process.

Keywords: Information Technology; Knowledge Management; Computing (search for similar items in EconPapers)
Date: 2008
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