標題 99N25-消費者涉入與顧客關係傾向對顧客抱怨行為之關聯性 研究-以關係品質為中介變數 The Relationships among Customer Involvement, Customer Relationship Proneness and Customer Complaint Behavior - Relationship Quality as a Mediator
姓名 莊惠蘭
指導教授 楊敏里 老師
畢業日期 2011/06
附件檔案 99N25Adobe PDF
參考連結
摘要 如果企業把顧客抱怨處理妥善，其結果可以減少經濟上的損失，幫助企業重新 建立信譽，提高顧客滿意度，並維持顧客的忠誠度。本研究分析結果提供以下建 議：一、保險顧問應加強顧客對保險商品的認識與了解。二、保險顧問應了解顧 客所在意的服務，提供建議及新的保險資訊。三、加強訓練保險顧問以提高顧客 服務品質。四、顧客與保險顧問及保險公司之間透過互動，累積顧客滿意度。五、 與顧客建立長期信任關係，增加顧客的忠誠度與滿意度，進一步降低顧客抱怨的 發生。本研究結果期能提供人壽保險業管理階層對教育訓練課程及組織決策管理 之參考
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