CAJ | 학술논문

自然垄断条件影响下的B to B客户关系具有其独特性，由于连续服务供应商占据强势的自然垄断地位，迫使企业顾客在享受其服务时，其满意度不仅受到自然垄断条件影响，还受到其它混合的多方因素影响。研究中作者把自然垄断条件作为内生变量来设定，在此前提下，讨论研究垄断服务性企业的客户关系。将企业组织内服务质量专业技术责任人作为感知器，其感受应该是企业中最为真切的人，而其专业知识（主观知识）会受到垄断服务供应商影响，及相应技术业务实践会使其对服务质量认知会产生变化；此外，垄断服务供应商公司社会形象和企业形象相对强烈地影响企业顾客与供电企业的关系，最后，责任人对所在单位的组织依附程度也会成为衡量企业顾客与供应商关系的影响有限。
자연롱단조건영향하적B to B객호관계구유기독특성，유우련속복무공응상점거강세적자연롱단지위，박사기업고객재향수기복무시，기만의도불부수도자연롱단조건영향，환수도기타혼합적다방인소영향。연구중작자파자연롱단조건작위내생변량래설정，재차전제하，토론연구롱단복무성기업적객호관계。장기업조직내복무질량전업기술책임인작위감지기，기감수응해시기업중최위진절적인，이기전업지식（주관지식）회수도롱단복무공응상영향，급상응기술업무실천회사기대복무질량인지회산생변화；차외，롱단복무공응상공사사회형상화기업형상상대강렬지영향기업고객여공전기업적관계，최후，책임인대소재단위적조직의부정도야회성위형량기업고객여공응상관계적영향유한。
Under the influence of the natural monopoly, B to B customer relationship has its uniqueness. As the continuous service provider holds a powerful position on the natural monopoly, customers' satisfaction is not only affected by natural monopoly conditions, but also affected by the combination of many other factors when the customers are enjoying the service. In this study, the author sets natural monopoly conditions as endogenous variables and discusses the customer relationship of monopoly service enterprises in this premise. The responsible person of the quality of service within the organization should be considered as a sensor. He must be a person who has the deepest feelings in the enterprise. His professional knowledge (the subjective knowledge) will be affected by monopoly service providers and his corresponding technical and business practices will change his service quality perceptions. In addition, the company's social image and corporate image of the monopoly service provider can have a relatively strong influence on the relationship between customers and power supply companies. Finally, the responsible person's organization dependence on his company will become an influence factor which measures the relationship of corporate customers and suppliers.