Back Issues 11-20

EXPLORING THE IMPORTANCE OF BEHAVIOR DURING PER-SONAL INTERACTIONS AND CUSTOMER RELATIONSHIP MANAGEMENT: CASE INTERVIEWS

Ying-Yen Liu
PhD student, PhD Program in Business and Operations Management,
Chang Jung Christian University, Tainan City, Taiwan (ROC)
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Abstract

An individual’s behavior during personal interaction is an important issue in business matters. Personal interaction behavior can influence the formation of organizational rela-tionships built on individual interaction. From the perspective of customer relationship management and through interviews with top-level managers, we aim to determine and understand their thoughts and ideas with regard to this matter. In this study process, we describe two cases to understand how to make interpersonal interactions easy and smooth, as well as how to establish good interaction in commercial relationships. In this study, we use case interviews to explore the interaction and cognitive issue of both dis-tributors and retailers.

Keywords: personal interaction behavior, customer relationship management, globaliza-tion, economic scope, sustainable operation, trust and commitment

Attachments:

0873 Final.pdf

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