An Empirical Study of Stores Staff and Customer Discretionary Behavior from Customer Advocacy Viewpoint－The Mediation Effect of Relationship Benefit

• Main Authors: Po-Yuan Liao, 廖柏源
• Other Authors: Sen-Kuei Liao
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/gd7hfw

碩士 === 國立臺北科技大學 === 商業自動化與管理研究所 === 98 === In this study, the advocacy of marketing from the point of view, to department store counters, store service, for instance, through the mediating effect of relationship benefits and explore its impact. In order to avoid the same sources of information lead to the same method variance, this study questionnaire and the customer service department is divided into two parts of the questionnaire, respectively respondents, the two parts of the recovery of 475 valid questionnaires. In addition, in order to avoid the same time respondents resulting causality is not clear, this study separated during the month across the way, the different variables respondents from the different objects. According to the hypotheses and empirical results, that the interests of service personnel through the produce marketing and customer relationship benefit, will enhance customer of spontaneous acts of the customers can not only be loyal and give customers on the enterprises can trust, so that enterprises achieve sustainable business objectives.