| Summary: | 碩士 === 國立彰化師範大學 === 企業管理學系 === 101 === The past relationship marketing customer relationship management, just focus on the relationship benefits provided to customers, but it ignores the importance of internal marketing in the past. We consider establishment and maintenance of employee relations very important, so this study from the point of view of relationship marketing employees as customer relationship benefits to employees. Therefore, the companies treat employees are their customers
expect to establish a good relationship with the staff. How should we know the relationship between employees by relationship quality. Once having a good relationship quality, organization hopes to have a good improvement in the quality of staff service. In this study, explore employees as objects to study the relationship benefits on relationship quality. We explored the impact of
relationship benefits on service quality, explored the impact of relationship quality on service quality and the mediating effect of relationship quality between relationship benefits and service quality.
There are 459 questionnaires collected in this study. Data are analyzed with SPSS 20.0 and AMOS 21.0. The results show that(1) the relationship benefits positively influences the relationship quality (2) the relationship benefits
positively influences the service quality (3) the relationship quality positively influences the service quality (4) the relationship quality is the mediator
between relationship benefits and service quality.
Keywords: relationship benefit, relationship quality, service quality.
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