交通银行XY支行危机事件中“蝴蝶”客户信任修复体系研究

《交通银行XY支行危机事件中“蝴蝶”客户信任修复体系研究》由会员上传分享，免费在线阅读，更多相关内容在学术论文-天天文库。

1、目录1绪论..............................................................................................................................11.1选题背景及研究意义........................................................................................11.2基本内容与研究方法..................

2、......................................................................21.3技术路线............................................................................................................22文献回顾.......................................................................

3、...............................................42.1“蝴蝶客户”与危机事件......................................................................................42.1.1“蝴蝶”客户的定义....................................................................................42.1.2危机事件的定义...

4、...................................................................................42.2信任有关概念....................................................................................................52.2.1信任的含义...........................................................

5、...................................52.2.2信任受损/违背的概念.............................................................................52.2.3信任修复..................................................................................................62.3客户信任修复研究...............

6、.............................................................................72.3.1客户信任修复机制..................................................................................72.3.2客户信任修复策略............................................................................

7、......82.3.3客户信任修复具体流程..........................................................................92.3.4客户信任修复管理环节........................................................................102.4常用危机事件处理方法................................................................

8、..................103交通银行XY分行危机事件中客户信任修复处理现状及问题.................................113.1分行基本状况....................................................................