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完整後設資料紀錄
DC 欄位 | 值 | 語言 |
---|---|---|
dc.contributor.advisor | 林俊昇 | |
dc.contributor.author | Yu-Cheng Chen | en |
dc.contributor.author | 陳宥丞 | zh_TW |
dc.date.accessioned | 2021-06-08T06:59:24Z | - |
dc.date.copyright | 2009-06-30 | |
dc.date.issued | 2009 | |
dc.date.submitted | 2009-06-27 | |
dc.identifier.citation | 一、中文部分
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dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/26061 | - |
dc.description.abstract | 過去在顧客關係管理的研究領域中,甚少著墨於員工與顧客間融洽關係之因果關係探討。因此,本研究主要的目的是發展出一個融洽關係建立模型,以瞭解服務互動過程中的員工與顧客間是如何建立起融洽關係,以填補此研究缺口。本研究根據過去文獻探討提出員工與顧客間融洽關係的前因包含三大因素,分別為員工情感表達、員工連結行為與顧客正向情緒。另外,在融洽關係建立之結果部分,則包含服務品質與行為意圖。
研究結果發現,員工情感表達、員工連結行為與顧客正向情緒等三項前因皆對於融洽關係具有顯著的影響,而當員工與顧客之間存在融洽關係時,則會使得顧客認知到較高的服務品質與產生正向行為意圖。因此,本文顯示出融洽關係在服務流程中的必要性,並且提供意見給予服務業者做為日後參考依據。 | zh_TW |
dc.description.abstract | Past empirical evidence has indicated that the rapport between service employees and customers can influence customer reactions. However, there has been little research exploring the antecedents and consequences of such rapport in service interactions. In order to fill the research gap, we propose and test a model which illustrates how the rapport builds up between employee and customer. Based on past research, we propose that the antecedents of rapport include employee affection delivery, employee connecting behavior and customer emotion, while the consequences include service quality and behavioral intentions. Data were collected from 310 service employee-customer pairs in Taiwan. Results showed that all the antecedents of rapport, including employee affect delivery, employee connecting behavior and customer emotion, have positive influence on employee-customer rapport, which in turn enhances perceived service quality and behavioral intentions. Implications, limitations and future research directions are then discussed. | en |
dc.description.provenance | Made available in DSpace on 2021-06-08T06:59:24Z (GMT). No. of bitstreams: 1 ntu-98-R96724006-1.pdf: 532492 bytes, checksum: bef3eccbde09b3c0bb361bb8c5839dc5 (MD5) Previous issue date: 2009 | en |
dc.description.tableofcontents | 口試委員會審定書...........................................I
誌 謝.....................................................II 摘 要....................................................III 目 錄......................................................V 圖 目 錄..................................................VI 表 目 錄.................................................VII 第一章 緒論................................................1 第一節 研究動機與目的..................................1 第二節 研究流程........................................4 第二章 文獻探討............................................5 第一節 融洽關係........................................5 第二節 員工情感表達、顧客正向情緒與融洽關係............7 第三節 員工連結行為、顧客正向情緒與融洽關係...........10 第四節 顧客正向情緒、融洽關係與服務結果...............13 第三章 研究方法...........................................17 第一節 研究架構.......................................17 第二節 研究假說.......................................18 第三節 研究變數定義與衡量.............................19 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...................................23 第二節 衡量模型分析...................................26 第三節 線性結構關係模式...............................32 第五章 研究結論與建議.....................................38 第一節 研究結論.......................................38 第二節 研究貢獻.......................................42 第三節 管理意涵.......................................43 第四節 研究限制與後續研究建議.........................45 參考文獻..................................................47 | |
dc.language.iso | zh-TW | |
dc.title | 員工與顧客間融洽關係建立之探討 | zh_TW |
dc.title | Exploring Employee-Customer Rapport in the Service Encounter | en |
dc.type | Thesis | |
dc.date.schoolyear | 97-2 | |
dc.description.degree | 碩士 | |
dc.contributor.oralexamcommittee | 陳厚銘,謝佩玲 | |
dc.subject.keyword | 員工情感表達,員工連結行為,顧客正向情緒,融洽關係, | zh_TW |
dc.subject.keyword | employee affective delivery,employee connecting behavior,customer positive emotion,rapport, | en |
dc.relation.page | 57 | |
dc.rights.note | 未授權 | |
dc.date.accepted | 2009-06-29 | |
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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