The Antecedents of Proactive Postsales Service and How It Influences the Consumer Loyalty
碩士 === 國立臺北大學 === 企業管理學系 === 105 === The recent firms try to develop more complete and special postsales service. Past researches have mentioned a new idea, proactive postsales service (PPS). It is a particular postsales service. However, relatively little research has examined the antecedents of P...
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ndltd-TW-105NTPU01210032019-05-15T23:32:20Z http://ndltd.ncl.edu.tw/handle/kwpa8w The Antecedents of Proactive Postsales Service and How It Influences the Consumer Loyalty 探討主動售後服務之前因及對顧客忠誠度的影響 CHUANG, HAO-CHENG 莊昊承 碩士 國立臺北大學 企業管理學系 105 The recent firms try to develop more complete and special postsales service. Past researches have mentioned a new idea, proactive postsales service (PPS). It is a particular postsales service. However, relatively little research has examined the antecedents of PPS and what PPS will influence. This study proposes and tests a model in which there are different aspects affecting the probability of implementing PPS, including consumers (i.e., market mavenism and relationship link), employees (i.e., degree of extraversion and innovation), products (i.e., product complexity) and the enterprise environment (i.e., Transactional Leadership). In the model, the study also reveals whether PPS would affect consumer loyalty. Through sorting out the literatures and In-Depth Interviews, the result shows that consumers’ market mavenism and relationship link, employees’ degree of extraversion and innovation, and products’ product complexity will significantly influence the effect of PPS. It’s also easier to implement PPS if the enterprises carry out the transactional leadership. On the other hand, B2C and B2B will also make different effect on the variables. The result also shows implementing PPS will positively influence consumer loyalty. TSAI, HSIEN TUNG 蔡顯童 2017 學位論文 ; thesis 123 zh-TW |
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碩士 === 國立臺北大學 === 企業管理學系 === 105 === The recent firms try to develop more complete and special postsales service. Past researches have mentioned a new idea, proactive postsales service (PPS). It is a particular postsales service. However, relatively little research has examined the antecedents of PPS and what PPS will influence. This study proposes and tests a model in which there are different aspects affecting the probability of implementing PPS, including consumers (i.e., market mavenism and relationship link), employees (i.e., degree of extraversion and innovation), products (i.e., product complexity) and the enterprise environment (i.e., Transactional Leadership). In the model, the study also reveals whether PPS would affect consumer loyalty. Through sorting out the literatures and In-Depth Interviews, the result shows that consumers’ market mavenism and relationship link, employees’ degree of extraversion and innovation, and products’ product complexity will significantly influence the effect of PPS. It’s also easier to implement PPS if the enterprises carry out the transactional leadership. On the other hand, B2C and B2B will also make different effect on the variables. The result also shows implementing PPS will positively influence consumer loyalty.
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author2 |
TSAI, HSIEN TUNG |
author_facet |
TSAI, HSIEN TUNG CHUANG, HAO-CHENG 莊昊承 |
author |
CHUANG, HAO-CHENG 莊昊承 |
spellingShingle |
CHUANG, HAO-CHENG 莊昊承 The Antecedents of Proactive Postsales Service and How It Influences the Consumer Loyalty |
author_sort |
CHUANG, HAO-CHENG |
title |
The Antecedents of Proactive Postsales Service and How It Influences the Consumer Loyalty |
title_short |
The Antecedents of Proactive Postsales Service and How It Influences the Consumer Loyalty |
title_full |
The Antecedents of Proactive Postsales Service and How It Influences the Consumer Loyalty |
title_fullStr |
The Antecedents of Proactive Postsales Service and How It Influences the Consumer Loyalty |
title_full_unstemmed |
The Antecedents of Proactive Postsales Service and How It Influences the Consumer Loyalty |
title_sort |
antecedents of proactive postsales service and how it influences the consumer loyalty |
publishDate |
2017 |
url |
http://ndltd.ncl.edu.tw/handle/kwpa8w |
work_keys_str_mv |
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