What Breaks The Understanding Between Relationship Strength And Tolerance

In recent years,with the vigorous development of service companies,fierce market competition has increased the operating costs of enterprises.At the same time,the rate of customer churn and service remedy has also increased year by year.Service-oriented enterprises want to gain a competitive advantage in the market,they must find new profit growth points.Reducing customer churn and service remediation failure rates provide a way and direction to achieve this goal.For a long time,the academic community has only determined the correlation between relationship strength and tolerance from daily cognition,and has not conducted relevant research on its regulatory effects.However,whether the strength of the relationship directly affects the level of customer tolerance is a problem that the academic community has not solved for a long time.In order to better understand the important role of relationship intensity and tolerance main effect in the market,revealing the internal mechanism of their impact on corporate performance,and better guiding corporate practice,the author introd uces the type of failure(social/economic)into the study.The different types of customers under the combination of relationship strength and failure type are completely depicted,and the changes of customer tolerance under their influence are described.And through the sorting of complaint handling(communication,compensation)as the main effect of the adjustment variables to remedy different customer types,by these three models to draw the expected conclusions of this study,but also explain the inherent logic of consumer behavior evolution after service failure.The conclusions show that: 1 the stronger the customer relationship strength,the more trust the company will get,and the customer’s long-term consumption experience.For the service mistakes of the enterprise,they are more willing to believe that only a few phenomena or a few waiters’ skill errors,and Does not represent the service level of the enterprise;2 with the introduction of the failure type,the tolerance of the customer also changes,and the effect of different combinations of variables also has a different impact on tolerance;3 through complaint handling(communication,compensation)Sorting,we can find that different customer types can get better tolerance feedback with different complaint processing order.The conclusion not only reveals and answers the inherent logic of customer relationship strength and tolerance,but also systematically organizes some effective methods for customer tolerance.This research has important implications for enriching marketing theory and improving corporate remediation management.