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服務業第一線人員職能與顧客忠誠度之間的關係 = The Relation...

國立高雄大學國際企業管理碩士學位學程

服務業第一線人員職能與顧客忠誠度之間的關係 = The Relationship between Frontline Employee Competencies and Customer Loyalty in Service Industry : 以關係品質為間接影響關係; The Indirection Role of Relationship Quality

Record Type:	Language materials, printed : monographic
Paralel Title:	The Relationship between Frontline Employee Competencies and Customer Loyalty in Service Industry
Title Information:	以關係品質為間接影響關係
Author:	鍾昀燕,
Secondary Intellectual Responsibility:	國立高雄大學
Place of Publication:	高雄市
Published:	國立高雄大學;
Year of Publication:	2013[民102]
Description:	48葉圖，表格 : 30公分;
Subject:	High Service Involved
Online resource:	https://hdl.handle.net/11296/8852nw
Notes:	107年11月1日公開
Notes:	參考書目：葉32-40
Notes:	附錄：問卷
Summary:	None This paper is aimed to study the relationship between Frontline employee (FLE) competencies and customer loyalty in a service with high degree of customer involvement. Participants who had experience of contacted with insurance agents in Taiwan in past three months (including brought insurance or intending to buy insurance). The 255 participants were asked to rate Frontline employee (FLE) competencies by using FLE service competency scale, to rate relationship quality by using relationship quality scale, and to rate customer loyalty by using customer loyalty scale. This experimental study utilized partial least squares (PLS) path modeling techniques to analyze the data. The findings of this study indicated that the direct effect of relationship-oriented competencies on customer loyalty was not significant. One of the possible explanations is that relationship-oriented competency had no direct but an indirect effect on customer loyalty. In other words, relationship-oriented competency influenced customer loyalty through increasing relationship quality.

服務業第一線人員職能與顧客忠誠度之間的關係 = The Relationship between Frontline Employee Competencies and Customer Loyalty in Service Industry : 以關係品質為間接影響關係; The Indirection Role of Relationship Quality
鍾, 昀燕

服務業第一線人員職能與顧客忠誠度之間的關係 = The Relationship between Frontline Employee Competencies and Customer Loyalty in Service Industry : 以關係品質為間接影響關係 / 鍾昀燕撰 - 高雄市 : 國立高雄大學, 2013[民102]. - 48葉 ; 圖，表格 ; 30公分.
107年11月1日公開參考書目：葉32-40附錄：問卷.
High Service Involved

服務業第一線人員職能與顧客忠誠度之間的關係 = The Relationship between Frontline Employee Competencies and Customer Loyalty in Service Industry : 以關係品質為間接影響關係; The Indirection Role of Relationship Quality
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300 $a 附錄：問卷
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330 $a None This paper is aimed to study the relationship between Frontline employee (FLE) competencies and customer loyalty in a service with high degree of customer involvement. Participants who had experience of contacted with insurance agents in Taiwan in past three months (including brought insurance or intending to buy insurance). The 255 participants were asked to rate Frontline employee (FLE) competencies by using FLE service competency scale, to rate relationship quality by using relationship quality scale, and to rate customer loyalty by using customer loyalty scale. This experimental study utilized partial least squares (PLS) path modeling techniques to analyze the data. The findings of this study indicated that the direct effect of relationship-oriented competencies on customer loyalty was not significant. One of the possible explanations is that relationship-oriented competency had no direct but an indirect effect on customer loyalty. In other words, relationship-oriented competency influenced customer loyalty through increasing relationship quality.
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