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一線服務人員職能對顧客忠誠度之影響 = The Relationship...

國立高雄大學經營管理研究所

一線服務人員職能對顧客忠誠度之影響 = The Relationship Between Frontline Employees' Service Competencies and Customer Loyalty : 服務氣候所扮演的角色; The Role of Service Climate

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	The Relationship Between Frontline Employees' Service Competencies and Customer Loyalty
副題名:	服務氣候所扮演的角色
作者:	王姿云,
其他團體作者:	國立高雄大學
出版地:	[高雄市]
出版者:	撰者;
面頁冊數:	33葉圖，表 : 30公分;
標題:	服務氣候
標題:	service climate
電子資源:	https://hdl.handle.net/11296/v79u2e
附註:	108年10月31日公開
附註:	參考書目：葉18-23
摘要註:	本研究之研究目的在探討第一線服務人員職能與顧客忠誠度的關聯性，當組織內部提倡服務氣候時，員工能因重視顧客服務而獲得獎勵，如此一來，員工更有可能提高他們的競爭力以為顧客提供良好的服務，因而，本研究將服務氣候視為第一線服務人員職能的前置變數，第二個研究目的在探討第一線服務人員職能與該前置變數之間的關聯性。收回198份有效問卷，以部分最小平方法(Kock's WarpPLS, 2011, a Partial Least Squares, PLS)進行數據分析，結果顯示，組織之服務氣候對關係導向職能與工作導向職能皆有正向之影響；服務導向職能對顧客忠誠度有正向的影響；然而，工作導向職能對顧客忠誠度有沒有正向的影響，可能的理由之一為本研究的抽樣對象特性有關。理論上，本研究提供服務氣候如何影響員工的服務職能，從而可能影響顧客忠誠度的解釋；實務上，本研究的研究結果可提供顧主藉由建立公司的政策，例如服務氣候之建立，對員工和顧客雙方的關懷，進而提升一線員工的服務職能的建議。 The primary goal of selection and training is to make frontline employees with capable competencies to complete their tasks. Frontline employees' competencies such as the expertise to solve customers' problems, or the ability to communicate effectively when dealing with consumer issues may play an important role to influence customer loyalty. The first purpose of this study will investigate the relationship between frontline employees' competencies and customer loyalty. Employees are more likely to enhance their competencies to provide good service to customers when their organizations promote service climate demonstrating care for both employees and customers. The secondary purpose of current study will explore the relationship between the possible antecedent (i.e., service climate) of frontline employees' competencies and the competencies. This empirical study will utilize the Partial Least Squares (PLS) techniques to analyze the data. 198 questionnaires were collected from insurance agents and customers, respectively. Specially, the questionnaires for the insurance agents will ask them to rate their perceived service climate in their organizations. The questionnaires for the customers will ask them to rate their insurance agents' service competencies and their perceived customer loyalty. In theory, this study provides an explanation for how service climate may influence the employees' service competencies, which in turn could affect the customer loyalty. In practice, the findings of this study may provide the suggestions that employers can enhance the frontline employees' service competencies by setting up of the company policies such as service climate demonstrating care for both employees and customers.

一線服務人員職能對顧客忠誠度之影響 = The Relationship Between Frontline Employees' Service Competencies and Customer Loyalty : 服務氣候所扮演的角色; The Role of Service Climate
王, 姿云

一線服務人員職能對顧客忠誠度之影響 = The Relationship Between Frontline Employees' Service Competencies and Customer Loyalty : 服務氣候所扮演的角色 / 王姿云撰 - [高雄市] : 撰者 - 33葉 ; 圖，表 ; 30公分.
108年10月31日公開參考書目：葉18-23.
服務氣候service climate

一線服務人員職能對顧客忠誠度之影響 = The Relationship Between Frontline Employees' Service Competencies and Customer Loyalty : 服務氣候所扮演的角色; The Role of Service Climate
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