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Please use this identifier to cite or link to this item: http://ntour.ntou.edu.tw:8080/ir/handle/987654321/43239

Title: Customer Relationship Management of the Information Education Services Industry in Taiwan: Attributes, Benefits and Relationship
Authors: Chiung-Ju Liang;Wen-Hung Wang
Contributors: 國立臺灣海洋大學:航運管理學系
Date: 2007
Issue Date: 2017-06-12T03:08:33Z
Publisher: The Service Industries Journal
Abstract: Measuring the key attributes of the services provided is necessary, but it is not sufficient for the improvement of customer satisfaction. This study develops and empirically tests a model examining the relations among attributes, benefits, customer satisfaction, trust, commitment, and customer behavioural loyalty, as relationship duration and product involvement are used as controllable variables in a marketing system. Based on samples collected from PC School, one of the most renowned information education services in Taiwan, the results show that relationship duration does have a positive influence on customer behavioural loyalty, and product involvement has positive effects on customer satisfaction. The findings also suggest that customers purchase information education services with specific benefits, all of which come with corresponding attributes, and hence result in dissimilar levels of customer satisfaction and homologous behavioural sequences.
Relation: 27(1) pp.29-46
URI: http://ntour.ntou.edu.tw:8080/ir/handle/987654321/43239
Appears in Collections:[航運管理學系] 期刊論文

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