Influence of the relationship quality, relationship behavior on the relationship performance of real estate enterprise

摘要

This article is based on the theory of customer relations management with the features of the real estate market, which studies the influence made by the relationship quality, relationship behavior on relationship performance of the real estate enterprises. This paper puts forward trust variable to reflect the relationship quality, and the compliance, contract control, positive word-of-mouth and opportunistic variables to reflect the relationship behavior, also puts forward the relationship performance to represent the performance of the real estate enterprises. People built the model about the relations among relationship quality, relationship behavior and performance of the real estate through the analysis of relations among variables, and also puts forward that trust in relationship quality has positive effects on compliance and word-of-mouth in relation behavior, while has passive effects on the contract control behavior opportunistic behavior. These effects have positive impact hypothesis on the performance of the real estate enterprises.