A STUDY OF CUSTOMER RELATIONSHIP INTENTIONS IN PROFESSIONAL SERVICE─A CASE OF MANAGEMENT CONSULTANCY

• Main Authors: HUNG, CHIH-YUAN, 洪誌遠
• Other Authors: FRANK YANG
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/83765119685223389740

碩士 === 國立臺北大學 === 企業管理學系 === 92 === Economic of specialization plays an so important role in business way now that business organizations and general consumers need more professional service. Management consultancy industry has been very important to business units twenty years ago. According to the report in Cheers in December 2000, management consultancy industry that helps business units solve managerial problems will be the star industry in 21st century. This study will attempt to discover the situation about the cooperation between management consultancy industry and its client with the view of client of the management consultancy industry. This study will find the relative factors, for example, service quality, customer bonding, switching cost and trust that influences customer relationship intentions in professional service. The following are the purposes of this study: 1. To realize the need of professional service and purchasing behavior for business units. 2. To find the relative factors that influence the long-term cooperation between professional service providers and its customers as a reference for constructing cooperation relationships. The researcher ran an empirical study via LISREL and concluded the findings as follows: 1. The client’s perception of service quality the provider offers will have a positive influence on the degree of trust that the client shows to its service provider. 2. The client’s perception of service quality the provider offers will have a positive influence on the degree of switching cost between the client and its service provider. 3. The customer bonding will have a positive influence on the degree of switching cost between the client and its service provider. 4. The degree of trust that the client shows to its service provider will have a positive influence on the customer relationship intentions. 5. The degree of switching cost between the client and its service provider will not have significant difference in the customer relationship intentions.