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    National Tsing Hua University Institutional Repository > 科技管理學院  > 科技管理研究所 > 期刊論文 >  Building Customer Relationships: A Comparison Across Multiple Service Encounters


    Please use this identifier to cite or link to this item: http://nthur.lib.nthu.edu.tw/dspace/handle/987654321/61786


    Title: Building Customer Relationships: A Comparison Across Multiple Service Encounters
    Authors: Chiu HC;Lee M;Hsieh YC;Chen LY
    教師: 丘宏昌
    Date: 2007
    Publisher: Association for Consumer Research
    Relation: Advances in Consumer Research, Association for Consumer Research,34, 720-725,2007
    Keywords: CONCEPTUAL-MODEL
    LOYALTY
    PERSPECTIVE
    TECHNOLOGY
    INTERNET
    QUALITY
    SATISFACTION
    VARIABLES
    STORE
    TRUST
    Abstract: The purpose of this study is to investigate the impacts of relational bonds on customer loyalty in various service encounters. Data were obtained from a sample of 621 Taiwanese customers in the securities industry. The findings are threefold. First, financial bonds have little impact on customer loyalty, social bonds create an intermediate impact on customer loyalty, and structural bonds have the greatest impact on customer loyalty. Second, social bonds influence customer loyalty more in person-to-person encounters than in interactive voice response systems or Internet encounters. Third, structural bonds affect customer loyalty more on the Internet than in person-to-person or interactive voice response system situations.
    URI: http://direct.bl.uk/bld/PlaceOrder.do?UIN=218093381&ETOC=RN&from=searchengine
    www.acrweb.org
    http://nthur.lib.nthu.edu.tw/dspace/handle/987654321/61786
    Appears in Collections:[科技管理研究所] 期刊論文

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