Interpersonal relationship

fois tangibles (ancienneté du client, ventes additionnelles) et intangibles (relationnel, proximité, valeurs). • Optimiser le CRM en vue d’augmenter la fréquence des contacts Revenons dans un premier temps sur le notion de CRM ou de customer relationship management (en français, gestion de la relation client). Il peut être appréhendé à la fois dans sa dimension technologique, et être défini comme un produit permettant d’enregistrer, suivre et analyser les interactions entre l’entreprise et les

much more important as people spent >>> more money on it then on technology !) Success factors for entrepreneurs * The entrepreneurial team: solid knowledge base & substantial experience, well-developed social- & business relationships * Venture products or services; entrepreneurs must assure a niche for their products * Markets & timing: innovation requires market demand, not simply a good idea * Business values or ideology: (Ex: old people with successful

happening??” What Mayo eventually conjectured is that psychological/sociological factors such as sa- * Go to References page 6 tisfaction, and being treated with special attention increased employee productivity. So the question is, “…if the relationship between employee satisfaction and productivity has been around for decades, why didn’t the human resources movement begin until the 1980’s?” To take a deeper look at this question, let’s go back to the climate in the 1980s. We were

called “soft” issues (ibid.) – issues related to people and culture. Factors, such as ‘wide-scale integration of people; their systems, procedures, practices and organisational culture’ (Cartwright & Cooper, 1995, p. 33), quality of stakeholder relationships page 9 Katarzyna Janik European Tourism Management 2003/2004 (Cartwright & Cooper, 1993; Shelton, 2003), good communication throughout the merger (Tompkins, 1998; Appelbaum et al., 2000) and the most commonly mentioned cultural compatibility

A. (1991). Career stage as a moderator of the relationships between organizational commitment and its outcomes : A meta-analysis. Journal of Occupational Psychology, 64, 253-268. Cohen, A. (2003). Multiple commitments in the workplace : An integrative approach. Mahwah, NJ : Erlbaum. Cohen, A. et Freund, A. (2005). A longitudinal analysis of the relationship between multiple commitments and withdrawal cognitions

fidélité à la marque. Abstract: The integration of research on the relationship of brand image in building customer-based brand equity, and its influence on relationship marketing is the starting point of this article. The objective is to relate the customer-brand relationship modalities, as based on three dimensions of brand image: functional, affective and symbolic. We identify five relevant variables and discuss their relationships: (1) attachment, (2) trust, (3) identification, (4) commitment and

situations such as marriage, divorce, parenting, and everyday life. I. Defining negotiation  In simplest terms, negotiation is a discussion between two or more disputants who are trying to work out a solution to their problem. This interpersonal or inter-group process can occur at a personal level, as well as at a corporate or international (diplomatic) level. Negotiations typically take place because the parties wish to create something new that neither could do on his or her own, or

complémentaire Broudy, H. S. (1972). The real world of public schools. Orlando, FL : Harcourt Brace Jovanovich. Giddens, A. (1976). New rules of sociological method. London : Hutchinson. : Chapman. Heider, F. (1958). The psychology of interpersonal relationships. New York : Wiley Jackson, L.R. Mulaik, S.A. et Brett, J.M. (1982). Causal analyses : Assumptions, models and data. Newbury Park, CA : Sage. Kelley, H.H. (1967). Attribution theory in social psychology. InD. Levine (Ed.), Nebraska symposium

relationnel ci-après : Schéma 1 : le continuum relationnel (Ricard, 1995) Paradigme transactionnel Gestion de la transaction Paradigme relationnel Gestion de la relation 6 « Transaction marketing » Théorie des coûts de transaction « Relationship marketing » Marketing relationnel Le paradigme relationnel se situe à l’extrême du continuum et la transaction discrète se retrouve à l’autre extrême (Grönroos, 1989 ; Crosby, Evans et Cowles, 1990 ; Jackson, 1985). Cette dernière fait abstraction

d'évolution dans l'entreprise ou de mutation ? 3) Quelle influence ont ces mutations/évolutions internes ont sur la relation clientèle : renforcement de la capitalisation de marque ou accentuation du CRM. 4) Cette "capitalisation de marque" et "customer relationship managment" (CRM) agissent-elles de concert ou de manière alternative ? 8 9 3. Méthodologie de recherche Pour réponde à ces interrogations ouvertes, nous avons procédé à une recherche de type prospectif, car les questions appellent la