On Relationship Needs and Development for Enhancing a Customer's Satisfaction in the Service Sector

透過關係需求與關係發展方案來強化消費者對服務業者的滿意度

陳澤義(Tser-Yieth Chen) ； 張保隆(Pao-Long Chang) ； 劉祥熹(Hsiang-Hsi Liu) ； 葉晶雯(Ching-Wen Yeh)

《東吳經濟商學學報》 67期 (2009/12) Pp. 107-137

https://doi.org/10.29735/SJEB.200912.0004

摘要

本研究檢視服務業者關係需求、關係發展方案與關係滿意，之間的因果性關係。實證問卷資料取自台北市九種高接觸服務業的982份樣本。實證研究結果顯示關係需求與關係發展方案之間的供需落差，足以預測出關係滿意的高低程度。再者，關係需求與關係發展方案之間的供需落差，與關係發展階段，則共同影響關係滿意度。

關鍵字

關係需求 ； 關係發展方案 ； 關係滿意 ； 關係發展階段 ； 顧客關係管理

並列摘要

This study examines the causal relationships of relationship development activities, relationship needs, and relationship satisfaction in the service sector. A sample of 982 respondents was drawn from customers in the nine high contact service industries in Taipei city. Empirical Results show that the gaps between relationship development activities and relationship needs strongly predict degree of relationship satisfaction. Furthermore, relationship stages and the gap between relationship development activities and relationship needs simultaneously affect relationship satisfaction.

並列關鍵字

relationship development activities ； relationship needs ； relationship satisfaction ； relationship stage ； customer relationship management

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