@article{oai:n-seiryo.repo.nii.ac.jp:00001200,
 author = {村山, 和恵 and Murayama, Kazue},
 issue = {7},
 journal = {新潟青陵大学紀要},
 month = {Mar},
 note = {application/pdf, It is only recently the that company profit arising from long term relationships with customers and loss arising from estrangement with customers have come to be correctly recognized as weighty, and more attention is being paid to the maintenance of relationships with customers. In order to form long-term relationships with customers, it is important to obtain trust from customers and become close with customers. And for this to occur, accumulation of attentive communication with the customer is essential. This report focuses on communication with customers by employees with direct contact to customers as one arena that forms trust and closeness between a company and customers and impacts the formation of long-term relationships. In order to research exactly what elements are desirable in communication, which is the decisive factor- in forming long-term relationships with customers, this report applies these elements to close relationships as pertaining to the general human interaction process while conducting interviews with employees who have a history of being successful in forming and maintaining long-term relationships with customers, and considers the content of communication., 顧客との長期的関係からもたらされる企業への利益や、顧客の離反による損失が重大であることが正しく認識され、顧客との関係を維持することが注目を浴びるようになって新しい。顧客との長期的な関係が成立する為には、顧客からの信頼を得、顧客と親密になることが重要であり、それらには顧客と行われる細かなコミュニケーションの積み重ねが不可欠である。本論では、企業と顧客との信頼や親密さを形成し、長期的関係の成立に影響を与える一場面として、顧客と、顧客と直接的接点を持つ従業員とのコミュニケーションに注目し、顧客との長期的な関係を成立するべき決め手となるコミュニケーションとは、いかなるものであることが好ましいのかを探るべく、それらを一般的な対人関係過程における親密な関係にあてはめてまとめるとともに、既に顧客と長期的な関係を成立・維持できている従業員へのインタビューを実施し、コミュニケーション内容を考察した。},
 pages = {223--236},
 title = {顧客と従業員との親密な長期的関係に関する一考察},
 volume = {7},
 year = {2007}
}