國立高雄大學圖資館 |

Language: English

Back

顧客知識管理、補救預應策略、顧客關係管理與關係品質之探討-以光電產業為例...

余佳霈

顧客知識管理、補救預應策略、顧客關係管理與關係品質之探討-以光電產業為例 = The Study of Customer Knowledge Management, proactive recovery strategy, Customer Relationship Management and Relationship Quality – An Example of Optoelectronics Industry

Record Type:	Language materials, printed : monographic
Paralel Title:	The Study of Customer Knowledge Management, proactive recovery strategy, Customer Relationship Management and Relationship Quality – An Example of Optoelectronics Industry
Author:	余佳霈,
Secondary Intellectual Responsibility:	國立高雄大學
Place of Publication:	[高雄市]
Published:	撰者;
Year of Publication:	2014[民103]
Description:	109面圖，表 : 30公分;
Subject:	顧客關係
Subject:	customer relationship
Online resource:	http://handle.ncl.edu.tw/11296/ndltd/79322118434975228952
Notes:	參考書目：面84-94
Notes:	103年12月16日公開
Summary:	目前企業開始正視其直接的利潤來源「顧客」，以「顧客導向」作為經營核心理念。也由於資訊科技的興起，企業開始重視顧客知識管理，以及企業平時對於服務失誤的防範措施等。經過本研究實證分析都會影響顧客關係管理，且顧客關係管理也會正向影響關係品質。因此，本研究之研究目的為：1. 擬了解各項人口統計變數對顧客知識管理、補救預應策略、顧客關係管理與關係品質的看法有所差異；2. 探討顧客知識管理與顧客關係管理之關係；3. 擬了解補救預應策略與顧客關係管理之關係；4. 擬了解顧客關係管理與關係品質之關係；5. 擬了解顧客關係管理是否具有中介效果；6. 針對研究結果，對研究對象提出適當建議。故本研究採用問卷分析法，以光電產業為對象，並使用SPSS統計軟體作為統計分析之工具，就樣本資料加以分析，分析結果顯示：光電產業中的光電元件、光電顯示器、光輸出入及光通訊產業，其顧客知識管理、補救預應策略、顧客關係管理與關係品質之間都有顯著正向關係，且顧客關係管理對於顧客知識管理與關係品質、補救預應策略與關係品質都具有中介效果。 In recent years, enterprises take "Customer-oriented" as the core concept of operations. It is because enterprises realize that customers become the most influential factor to corporations’ profits. Since the rising of information technology, customer knowledge management and service recovery have positive influences on the customer relationship management. Customer relationship management also has positive influences on the relationship quality.Back to the topic, This study attempts to identify: 1.the different views of people on customer knowledge management, service recovery, customer relationship management and relationship quality; 2.the connection between customer knowledge management and customer relationship management; 3.the connection between service recovery and customer relationship management; 4.the connection between customer relationship management and relationship quality; 5.the mediation effect of customer relationship management; 6.propose suitable suggestions to enterprise.The research method of this study is questionnaires on the photoelectric industry. The researchers use SPSS as the tool of statistics analysis. Based on the analysis on the collected data, for optics industry, optical display technology industry, optical input industry, optical communication technology industry, Based on the conclusion of this study, there is a positive relationship between customer knowledge management, service recovery, customer relationship management and relationship quality. In addition, the customer relationship management has mediation effects.

顧客知識管理、補救預應策略、顧客關係管理與關係品質之探討-以光電產業為例 = The Study of Customer Knowledge Management, proactive recovery strategy, Customer Relationship Management and Relationship Quality – An Example of Optoelectronics Industry
余, 佳霈

顧客知識管理、補救預應策略、顧客關係管理與關係品質之探討-以光電產業為例 = The Study of Customer Knowledge Management, proactive recovery strategy, Customer Relationship Management and Relationship Quality – An Example of Optoelectronics Industry / 余佳霈撰 - [高雄市] : 撰者, 2014[民103]. - 109面 ; 圖，表 ; 30公分.
參考書目：面84-94103年12月16日公開.
顧客關係customer relationship

顧客知識管理、補救預應策略、顧客關係管理與關係品質之探討-以光電產業為例 = The Study of Customer Knowledge Management, proactive recovery strategy, Customer Relationship Management and Relationship Quality – An Example of Optoelectronics Industry
LDR:04382nam0a2200289 450 001 429921
005 20170214101224.0
009 429921
010 0 $b 精裝
010 0 $b 平裝
100 $a 20170214d2014 k y0chiy05 e
101 1 $a chi $d chi $d eng
102 $a tw
105 $a ak am 000yy
200 1 $a 顧客知識管理、補救預應策略、顧客關係管理與關係品質之探討-以光電產業為例 $d The Study of Customer Knowledge Management, proactive recovery strategy, Customer Relationship Management and Relationship Quality – An Example of Optoelectronics Industry $z eng $f 余佳霈撰
210 $a [高雄市] $c 撰者 $d 2014[民103]
215 0 $a 109面 $c 圖，表 $d 30公分
300 $a 參考書目：面84-94
300 $a 103年12月16日公開
314 $a 指導教授：盧昆宏博士
328 $a 碩士論文--國立高雄大學亞太工商管理學系碩士班
330 $a 目前企業開始正視其直接的利潤來源「顧客」，以「顧客導向」作為經營核心理念。也由於資訊科技的興起，企業開始重視顧客知識管理，以及企業平時對於服務失誤的防範措施等。經過本研究實證分析都會影響顧客關係管理，且顧客關係管理也會正向影響關係品質。因此，本研究之研究目的為：1. 擬了解各項人口統計變數對顧客知識管理、補救預應策略、顧客關係管理與關係品質的看法有所差異；2. 探討顧客知識管理與顧客關係管理之關係；3. 擬了解補救預應策略與顧客關係管理之關係；4. 擬了解顧客關係管理與關係品質之關係；5. 擬了解顧客關係管理是否具有中介效果；6. 針對研究結果，對研究對象提出適當建議。故本研究採用問卷分析法，以光電產業為對象，並使用SPSS統計軟體作為統計分析之工具，就樣本資料加以分析，分析結果顯示：光電產業中的光電元件、光電顯示器、光輸出入及光通訊產業，其顧客知識管理、補救預應策略、顧客關係管理與關係品質之間都有顯著正向關係，且顧客關係管理對於顧客知識管理與關係品質、補救預應策略與關係品質都具有中介效果。 In recent years, enterprises take "Customer-oriented" as the core concept of operations. It is because enterprises realize that customers become the most influential factor to corporations’ profits. Since the rising of information technology, customer knowledge management and service recovery have positive influences on the customer relationship management. Customer relationship management also has positive influences on the relationship quality.Back to the topic, This study attempts to identify: 1.the different views of people on customer knowledge management, service recovery, customer relationship management and relationship quality; 2.the connection between customer knowledge management and customer relationship management; 3.the connection between service recovery and customer relationship management; 4.the connection between customer relationship management and relationship quality; 5.the mediation effect of customer relationship management; 6.propose suitable suggestions to enterprise.The research method of this study is questionnaires on the photoelectric industry. The researchers use SPSS as the tool of statistics analysis. Based on the analysis on the collected data, for optics industry, optical display technology industry, optical input industry, optical communication technology industry, Based on the conclusion of this study, there is a positive relationship between customer knowledge management, service recovery, customer relationship management and relationship quality. In addition, the customer relationship management has mediation effects.
510 1 $a The Study of Customer Knowledge Management, proactive recovery strategy, Customer Relationship Management and Relationship Quality – An Example of Optoelectronics Industry $z eng
610 0 $a 顧客關係 $a 知識管理 $a 補救預應策略 $a 關係品質 $a 光電產業
610 1 $a customer relationship $a knowledge management $a proactive recovery strategy $a quality relationship $a photoelectric industry
681 $a 008M/0019 $b 343425 8021 $v 2007年版
700 1 $a 余 $b 佳霈 $4 撰 $3 673172
712 0 2 $a 國立高雄大學 $b 亞太工商管理學系碩士班 $3 166023
801 0 $a tw $b NUK $c 20141021 $g CCR
856 7 $z 電子資源 $2 http $u http://handle.ncl.edu.tw/11296/ndltd/79322118434975228952