標題: 發展顧客滿意與關係價值之研究:高接觸服務業之證據
Development of Satisfaction with, and Value of Relationship with Customers: Evidences from High-Encounter Service Sectors
作者: 陳澤義
張保隆
葉晶雯
Tser-Yieth Chen
Pao-Long Chang
Ching-Wen Yeh
Department of Management Science
管理科學學系
關鍵字: Relationship Needs;Relationship Development Actions;Satisfaction with Relationship;Relationship Value
公開日期: 2005
摘要: 
The gap between actual relationship development and required relationship development are considered, as an antecedent variable, of satisfaction with relationships and value of the customer-service personnel relationships at various periods in high-encounter services. The evidence reveals that at different periods of their relationship, customers have distinct relationship needs. The current gaps between expected relationship needs and the customers' perceptions of relationship development actions are explored to increase the customers' satisfaction with and evaluation of these relationships.
URI: http://hdl.handle.net/11536/129073
期刊: 交大管理學報
Chiao Da Mangement Review
Volume: 1
起始頁: 123
結束頁: 148
Appears in Collections:Chiao Da Mangement Review


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  1. 200506123148.pdf