RESEARCH OF THE RELATIONSHIP AMONG INTERNAL MARKETING, LABOR-MANAGEMENT RELATIONS, ORGANIZATION COMMITMENT, EMOTION LABOR AND CUSTOMER ORIENTED BEHAVIOR OF ADMINISTRATIVE FRONT-LINE SERVICE EMPLOYEES

• Main Authors: Chiu-ping Huang, 黃秋萍
• Other Authors: Meng-shiou Chen
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/97314222228614846060

碩士 === 南華大學 === 管理科學研究所 === 93 === 　　A customer call-center will be the best way to manage the enterprise and customer relation. In the process of servicing, the call-center is the connection to the enterprise and the customer, in other words, the service of the first line call-center people has become the key between the enterprise and the customer. This research was base on the first line call-center people of the customer call-center.And the the research adopted questionnaires to get the real answer. 　 　　The purposes of this research were to investigate,the differentia between individual characteristic and variables,relations among variabes,and the effects of varibles.It has adopted SPSS for Windows as the tool for statistical analysis. 　 According to this research results,the major conclusions of this study are as follows： 1. Individual characteristic is significantly related to Internal Marketing, Labor-management Relations, Organizational Commitment, Emotion Labor and Customer Oriented Behavior . 2. Internal Marketing, Labor-management Relations, Organizational Commitment , Emotion Labor and Customer Oriented Behavior has significant correlation with each other. 3. Internal Marketing, Labor-management Relations, Organizational Commitment , Emotion Laboor has significant effect in Customer Oriented Behavior for one canonical correlations. 4. Internal Marketing and Organizational Commitment had significant efect on the Customer Oriented Behavior. 5. Labor-management Relations and Organizational Commitment had significant intervening effect on the Customer Oriented Behavior. 6. Emotion Laboor had no significant effect on the Customer Oriented Behavior.