A Study on Relationships Among Customer Relationship Management, Social Support, and Trainee Performance—Taking Navy Training Courses as an Example.

• Main Authors: Ming-Kun Li, 李明坤
• Other Authors: Hong-Jin Siao
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/pacs49

碩士 === 義守大學 === 公共政策與管理學系 === 105 === The training performance of trainees in Naval Technical School (NTS) and Marine Corps School(MCS) are often affected by various kinds of factors. This study aims to explore the current status and relationships amongCustomer Relationship Management (CRM), social support, and the trainees’ performance. The study investigated trainees receiving trainings in these two schools as the object of study. Once deleted 12 missed questionnaires and 2 invalid ones, a total number of 336 questionnaireswas valid. By utilizing research toolssuch as customer relationship management scale, social support scale, trainee performance scale and analyzing statistic methods including descriptive statistics, reliability test, factor analysis, Pearson’s product-moment correlation, and hierarchical regressions, the conclusions of the study were as followed: (1)CRM is positively associated with and has significant impact on trainee performance. (2) Social support is positively associated with and has significant impact on trainee performance. (3) Social support has significant interference effect on CRM and trainee performance. Moreover, the research not only provided explanations on the conclusions but also explored the applications of the research outcome. Therefore, some suggestions to those naval training facilities were made as follows: (1)Create a customer-centric culture and aim to promote customer value. (2) Establish a good interaction between instructors and students and promote the trainees’ cognition to social support. (3) Teach traineesin accordance with their aptitudesand promote trainee’s performance with the help of moderate pressure and flexible communication. In addition, a few feasible directions for follow-up researches were provided.