The Study on the Relationship between Customer-Employee Relationship Quality and Customer-Brand Relationship Quality -Hair Salon as Example

• Main Authors: JING-YAN JHUO, 卓敬晏
• Other Authors: Hsi-Jui Wu
• Format: Others
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/89r3pw

碩士 === 國立東華大學 === 企業管理學系 === 103 === Hair salon is an industry, which concentrated on customer need. The whole process, from the beginning to leaving, all depends on the ability of how the manager reach ideal objective and maintain the relationship between customer and them. Besides, the serviceperson plays on important role in relationship marketing, it definitely consider about the professional capability and how they interact with the customer, to improve the customer trust and satisfaction. Meanwhile, the longer the customer stay with the same serviceperson, the higher trust on its company will be the discuss point of the research. The research structure will divided into two parts : customer-employee part and customer-company part and will discuss with more systematic methods, First, the variables are interpersonal attractive, rapport relationship, trust, commit; Secondly, the variables are satisfaction, brand trust, brand commitment and the result variable is loyalty. The most importantly will discuss the relationship between moderator variable and these two parts. The research mainly take the hair salon customer research objective as the research objective. Taking seven hair salon company as subjects to conduct the questionnaire survey. By structural equation modeling, the emotion between the customer and the designer will add by time length and finally transfer to the brand trust and brand commit.