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| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 林俊昇(Jiun-Sheng Chris Lin) | |
| dc.contributor.author | Yu-Chia Hsu | en |
| dc.contributor.author | 許育嘉 | zh_TW |
| dc.date.accessioned | 2021-06-08T05:01:19Z | - |
| dc.date.copyright | 2011-02-09 | |
| dc.date.issued | 2010 | |
| dc.date.submitted | 2011-01-11 | |
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| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/23413 | - |
| dc.description.abstract | 在服務產業競爭日益激烈的今天，企業面臨吸引新顧客的成本上升以及舊客戶嚴重流失的雙重問題，故顧客保留為企業急需重視的課題。本研究採用會員制公司資料，利用結構方程模式，探討公司是否能透過正確的關係投資，提昇與顧客的關係品質，達到提高顧客轉換障礙及顧客保留之目的。
經本研究實證結果證實，關係投資確能提昇與顧客的關係品質，並降低替代方案吸引力、提升顧客轉換成本，達成顧客保留。本研究並針對此研究結果，提出管理意涵與未來研究建議。 | zh_TW |
| dc.description.abstract | In the highly competitive service markets, firms are recognizing the importance of customer retention. Retaining customers bring companies higher margins and faster growth. While relationship investment, relationship quality and switching barriers have been individually addressed by past studies, there has been little research integrating them with customer retention. With data collected from chained health clubs and SEM analysis, this research investigates whether a service provider can achieve customer retention through such customer relationship management practices.
The results suggest that relationship investment positively affects relationship quality, leading to higher switching barriers, lower alternative attractiveness, and ultimate customer retention. Given the research findings, managerial implications and suggestions for future research are then discussed. | en |
| dc.description.provenance | Made available in DSpace on 2021-06-08T05:01:19Z (GMT). No. of bitstreams: 1 ntu-99-R97724016-1.pdf: 390515 bytes, checksum: 4dac785430b6cc383bcb4adb2402fceb (MD5) Previous issue date: 2010 | en |
| dc.description.tableofcontents | 口試委員會審定書 I
誌謝 II 中文摘要 III 英文摘要 IV 第一章 緒論 1 第一節 研究動機與目的 1 第二節 研究流程 3 第二章 文獻探討 4 第一節 顧客關係管理 4 第二節 轉換障礙 6 第三節 關係投資與關係品質 7 第四節 關係投資與轉換成本 8 第五節 關係品質與轉換成本 9 第六節 關係品質、轉換成本與替代方案吸引力 10 第七節 關係品質與顧客保留 12 第八節 轉換成本與顧客保留 13 第九節 替代方案吸引力與顧客保留 14 第三章 研究方法 15 第一節 研究架構 16 第二節 研究假說 17 第三節 研究變數定義與衡量 18 第四節 研究設計與研究工具 21 第五節 資料分析方法 22 第四章 研究結果 23 第一節 樣本特性分析 24 第二節 衡量模型分析 28 第三節 線性結構關係模式 33 第五章 研究結論與建議 39 第一節 研究結論 39 第二節 管理意涵 43 第三節 研究限制與後續研究建議 46 參考文獻 48 | |
| dc.language.iso | zh-TW | |
| dc.subject | 關係品質 | zh_TW |
| dc.subject | 關係投資 | zh_TW |
| dc.subject | 轉換障礙 | zh_TW |
| dc.subject | 顧客保留 | zh_TW |
| dc.subject | switching barriers | en |
| dc.subject | relationship investment | en |
| dc.subject | customer retention | en |
| dc.subject | relationship quality | en |
| dc.title | 顧客關係管理與轉換障礙對顧客保留影響之探討 | zh_TW |
| dc.title | The Influence of Customer Relationship Management and Switching Barrier on Customer Retention | en |
| dc.type | Thesis | |
| dc.date.schoolyear | 99-1 | |
| dc.description.degree | 碩士 | |
| dc.contributor.oralexamcommittee | 任立中(Li-Chung Jen),陳厚銘(Homin Chen) | |
| dc.subject.keyword | 關係投資,關係品質,轉換障礙,顧客保留, | zh_TW |
| dc.subject.keyword | relationship investment,relationship quality,switching barriers,customer retention, | en |
| dc.relation.page | 52 | |
| dc.rights.note | 未授權 | |
| dc.date.accepted | 2011-01-11 | |
| dc.contributor.author-college | 管理學院 | zh_TW |
| dc.contributor.author-dept | 國際企業學研究所 | zh_TW |
| 顯示於系所單位： | 國際企業學系 | |
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