Research On The Function Of Relationship Quality Influenced Customer Complaint Behavior In The Property Management Of Commercial Real Estate

Attention in the commercial property management, we had collected the literature combs of the customer s perceived quality, the relational quality and the customer complaint behavior, and had taken commercial real estate profession own characteristic as the basis. Then, we carried on the analysis in view of the commercial real estate's customer. Through the house entity and property service different dimension's combing, we established one to contain the entity quality and the relational quality customer evaluation model, and confirmd the customer to complain the behavior to these two idioplasm quantity sensation regarding the customer the influence. At the same time, through affected the mechanism and the commercial real estate profession characteristic to above unifies, we has carried on a series of empirical analysis, excavation commercial real estate profession own characteristic to the customer complaint behavior influence.Firstly, through the literature reorganization and the logical inferential reasoning proposed that the research theory frame, the text carried on the confirmation gradually through the qualitative investigation and the quantitative data analysis, and determined finally the commercial real estate profession customer complaint-driven frame, and has mainly discussed the customer relations quality in the customer complaint behavior influence function. In addition, according to commercial real estate's own characteristic, we investigated the commercial real estate's contractual relationship type, the customer and enterprise cooperation's time length, customer size which influenced on the customer complaint behavior. The research model frame obtained the confirmation, the major part hypothesis also obtained the confirmation.The findings discovered that the commercial real estate customer contractual relationship's type was influential to the different customer's complaint behavior, and this kind of influence might use the prospect theory and the regret theory explained; The commercial real estate customer contractual relationship length was to influential to the complaint behavior type; The commercial real estate customer size was also influential to the complaint behavior type. These three empirical study result above had been explained, and the commercial real estate customer behavior influence model had been confirmed. The relational quality in the commercial real estate to the customer complaint behavior influence function had been confirmed. We also provided some customer relations policy formulation in the practice to the manufacturer.