Taking Service-Profit Chain to provide Business Competitiveness. A case study on C company

• Main Author: 林鼎芫
• Other Authors: 何晉瑋
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/88kwgc

碩士 === 逢甲大學 === 經營管理碩士在職專班 === 104 === This study is based on the thery of Heskett, Jones, Loveman, Sasser and Schlesinger (1994), discussing the relationship between SPC and firm competitiveness. We take C company, a supplier in semiconductor industry, for exemple,With the fierce competition with its business counterparts, C company believes that the more satisfied its employees are with the company, the more satisfied the custmers will be. By promoting this management belief, the company’s competitivenesss will be enhanced, After examing the relationship among SPC the satisfaction of its and customers and their customer loyalty, we have the following findings. Frist, the employees performance is the most influential indicator for the customers’ loyalty and organization performance. Second, among the factors that affect the employees’ performace, their satisfaction and loyalty, both directly and indirectly, affect their job performance. The Service and care the organization give the employees, the employess’ personalities and their supervisers’s leadership will greatly affect their employees’ satisfaction, loyalty and job performance. Third, coustomer’s satisfaction and loyalty are influeuced by the service quality and trust to the supplier. By enhancing the employees’ proessional knowledge and cultivating good personality fraits, the company not only guarantees professional services and service quality, but also enhances customers’ satisfaction. This study finds that the more satisfied employees are, the better services they will offer. They will be more voluntarily care about customers’ need and actively expand their businesss. There is also a stronger connection in CRM. Employees and costomers will introduce other customers to help expand businesss. Therefore, SPC greatly influeuces the management os a businesss and its competitivenesss.