關係結合方式、顧客投入與服務品質關係之探討

Chia Wen Chang*, Heng Chiang Huang, Shih Ju Wang, Han Lee

*此作品的通信作者

研究成果: 雜誌貢獻期刊論文同行評審

10 引文 斯高帕斯(Scopus)

摘要

Relational bonds represent a vital concept in relational marketing. Past research indicates that it can increase customer satisfaction and foster WOM. Although relational bonds have been shown to provide a long-lasting competitive advantage, the theoretical mechanisms underlying these relationships are less clear. This study investigates the relationships among relational bonds, customer engagement, service quality, satisfaction and WOM. A structured, self-administered questionnaire was distributed to customers who received aesthetic medicine services from a large medical center in Taiwan. The survey yielded 500 usable responses, with a response rate of 98.61%. The partial least squares method was utilized to obtain parameter estimates and test proposed hypotheses. Measurement accuracy was assured given satisfactory reliability and convergent/discriminant validity assessments, and all hypotheses were supported. The results indicate that relational bonds affect the extent of customer engagement, which in turn influences service quality. Service quality also leads to customer satisfaction and WOM.

貢獻的翻譯標題Relational bonds, customer engagement, and service quality
原文繁體中文
頁(從 - 到)330-354
頁數25
期刊Service Industries Journal
41
發行號5-6
DOIs
出版狀態接受/付印 - 2019

Keywords

  • customer engagement
  • healthcare service industry
  • Relational bonds
  • satisfaction
  • service quality
  • word of mouth

ASJC Scopus subject areas

  • 策略與管理
  • 技術與創新管理

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