The relationship between service behaviors, customer satisfaction and customer loyalty：An investigation for contract employee
碩士 === 長庚大學 === 企業管理研究所 === 96 === Hiring contact employee is getting higher and higher in most of enterprise. But for contact employee, it’s worthy to be discussed for the topic how they perform of customer service behavior will be influenced customer loyalty especially for those people who work fo...
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| Format: | Others |
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2008
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| Online Access: | http://ndltd.ncl.edu.tw/handle/vt9ux8 |
| Summary: | 碩士 === 長庚大學 === 企業管理研究所 === 96 === Hiring contact employee is getting higher and higher in most of enterprise. But for contact employee, it’s worthy to be discussed for the topic how they perform of customer service behavior will be influenced customer loyalty especially for those people who work for front line contract sales. Except for in-role job description is necessary to perform, what else will influence customer loyalty. Hope the research is to deliver a reference proof that correlation between in role/extra role customer service behavior and customer loyalty、repurchasing customer behavior and overall customer satisfaction.
The empirical result of this research is as below：
(1) There is obviously positive correlation between in role/extra role customer service behavior and customer satisfaction for sales.
(2) There is obviously positive correlation between in role/extra role customer service behavior and customer loyalty.
(3) There is no obviously positive correlation between in role customer service behavior and customer repurchasing behavior and overall customer satisfaction.
(4) There is obviously positive correlation between extra role customer service behavior and customer repurchasing behavior and overall customer satisfaction.
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