| Summary: | 碩士 === 國立中山大學 === 企業管理學系 === 87 === The direct selling is a major distribution channel for consumer products now and for the future. In the direct selling business, the independent salespeople are consumers as well. they receive services from the company. Therefore, the company should devote a lot of effort to serve the independent salespeople.
The independent salespeople join the direct selling sales force for different reasons, for example, flexible working schedule or high compensation. But as most of them are not professional salesmen, they are easy to withdraw from the job once they encounter some frustrations, like the opposition from the families or the rejection of the customers. As a result, the services provided by the company must satisfy their needs in order to keep them work hard.
In order to find out the service quality of the direct selling business, some member companies of the Direct Selling Association, R.O.C., are used as sample. The company management as well as independent salespeople were surveyed. The major conclusions are as follows:
1. The independent salespeople are satisfied with most of the services provided by the company.
2. The direct selling company management overestimates the service quality that the independent salespeople ask for.
3. By means of the factor analysis, seven factors were retrieved that were used by the independent salespeople to evaluate the service quality.
4. The characteristics of the salespeople have impact on the service quality evaluation.
5. The service specification, service delivery and external communication are major consideration on the service quality.
|
|---|
