The relationship among turn over rate, customer relationship quality, and customer loyalty in service industry –The modeating effect of Knowledge loss

• Main Authors: Hui-ChuanKuo, 郭慧娟
• Other Authors: Ming-Tien Tsai
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/50569005138686982780

碩士 === 國立成功大學 === 高階管理碩士在職專班(EMBA) === 100 === Abstract In recent years, there have been many researches about “Customers Relationship Quality”. Most of them were concerned about customers Relationship Quality satisfaction and customer loyalty instead of taking care of “The relationship among turn over rate” and “Knowledge loss”. Customer service personnel, in a certain extent, have their potential influence on customer relationship quality because they always stand on the first line to face customers. In addition, a good relation quality with customers will flow away along with the brain-drain and the professional knowledge as well. The purpose of this research is to discuss the influence of customer relationship quality according to forecited contention; and further, the effect of loyalty influence will be discussed then. In service industry, service quality is as a mirror of customers’ evaluation. The running of the relationship with customers is the major wealth for a business. For this reason, how to keep a friendly relation to raise customers’ loyalty is a key point of success or failure. If a business can effectively increase the loyalty of customers, the lost of customers which caused by employees’ leaving can be reduced. In this study, customers are the main object to discuss with the influence on mutual relations with “The relationship among turn over rate”, “Knowledge loss”,“Customer relationship quality”, and “Customer loyalty”; furthermore, “SPSS Amos” is applied to verify this research. Results: I. “The relationship among turn over rate” has its positive influence to “Knowledge Lost of Explicit Knowledge”. II. “The relationship among turn over rate” has its positive influence to “Knowledge Lost of Tacit Knowledge”. III.“The relationship among turn over rate” has its negative influence to “Customer relationship quality”. IV. “Knowledge Lost of Explicit Knowledge” has its negative influence to “Customer relationship quality”. V. “Knowledge Lost of Tacit Knowledge” has its negative influence to “Customer relationship quality”. VI. “Knowledge Lost of Explicit Knowledge” has obvious interruption to “The relationship among turn over rate” and “Customer relationship quality”. VII.“Knowledge Lost of Tacit Knowledge” has obvious interruption to “The relationship among turn over rate” and “Customer relationship quality”. VIII.“Customer relationship quality” has its positive influence to “Customer loyalty”. This research is to realize that predictor variable, outcome variable, and “cause and effect of “The relationship among turn over rate”, “Knowledge loss”,“Customer relationship quality”, and “Customer loyalty”.