本文試著陳述關係管理作為管理學的次領域其範園、理論基礎以及應用研究的現況,並提出對此一領域未來的展望。關係管理的理論基礎來自於社會網絡理論,此一理論在社會學中發展了四十多年,著重不同關係型態,包括種種資源交換關係和信任關係,以及這些關係形成的網絡結構的研究。本文回顧了此一理論如何研究管理學中的議題,包括個人中心網絡只企業內關係網絡、企業問關係網絡以及顧客關係,分別討論這些子議題中關係型態與網絡結構的過去理論發展,並探討這些理論在管理實務上的應用。最後,本文提出一些未來待研究的議題,以期此一領域能有更多實務研究並成為管理上有用的工具。
This paper tries to delineate the scope and theoretical base of relationship management, and propose a future research agenda for this new managerial area.Relationship management is based on the development of network analysis and social network theories, which have developed in sociology for more than forty years. Social network theories focus on two research areas-the network structure of social relations and various types of social relations, including resource and trust networks. In addition, the applications of social network theories in ego-centered network studies, organizational behaviors, organizational theory and customer behaviors in the past are reviewed. Furthermore, today's development of inter-organizational, intra-organizational and customer relationship management is also included, and some future research agendas are proposed, in hope that more researchers devote their energy to this uprising area.