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高管-客户关系与企业客户稳定度
潘红波,张哲
武汉大学经济与管理学院
Executive-Customer Relationship and Customer Stability
PAN Hongbo,ZHANG Zhe
Wuhan University, Wuhan, China

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摘要 以高管-客户关系流失为切入点,检验高管-客户关系对客户稳定度的影响。采用2005~2018年A股上市公司为样本,利用高管变更衡量高管-客户关系的流失、客户集中度衡量高管-客户关系的强度。通过实证研究发现,相对于客户集中度低的企业,客户集中度高的企业流失高管-客户关系会显著降低客户稳定度,并且这种效应主要集中在非国有企业和高管任期较长的企业。进一步路径分析发现,高管-客户关系的流失通过提高信息不对称程度和降低信任程度影响客户稳定度。面对高管-客户关系流失,企业会选择增加研发投入。
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潘红波
张哲
关键词 高管-客户关系 客户稳定度 客户集中度 资产专用性理论 非正式机制    
Abstract:Based on the loss of the executive-customer relationship, this study examines the effect of the executive-customer relationship on customer stability. Taking A-share listed companies from 2005 to 2018 as samples, we use executive turnover to measure the loss of the executive-customer relationship and customer concentration to measure the strength of the executive-customer relationship. We find that, compared with companies with low customer concentration, the loss of the executive-customer relationship in companies with high customer concentration will significantly reduce customer stability, and this effect is mainly concentrated in non-state-owned firms and firms with longer executive tenure. Furthermore, mechanism analysis shows that the negative impact of the loss of executive-customer relationship on customer stability is via the channel of increasing the degree of information asymmetry and reducing the degree of trust. Considering the loss of the executive-customer relationship, companies will increase the expense of R&D investment.
Key wordsexecutive-customer relationship    customer stability    customer concentration    asset specificity theory    informal mechanism   
收稿日期: 2019-09-18     
基金资助:国家社会科学基金资助重大项目(18ZDA113);国家自然科学基金资助项目(71572133,71872137)
通讯作者: 潘红波(1980~),男,湖北孝感人。武汉大学(武汉市430072)经济与管理学院教授、博士研究生导师。研究方向为制度、公司金融与资源配置。     E-mail: phb@whu.edu.cn
引用本文:   
潘红波,张哲. 高管-客户关系与企业客户稳定度[J]. 管理学报, 2020, 17(2): 196-. PAN Hongbo,ZHANG Zhe. Executive-Customer Relationship and Customer Stability. Chinese Journal of Management, 2020, 17(2): 196-.
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