The Impact of Service Training Effectiveness and Knowledge Management on Customer Trust:The Mediating Effect of Personnel Service Quality

• Main Authors: Chang,Wan-Yun, 張菀芸
• Other Authors: Wu,Wen-Chieh
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/35y65x

碩士 === 聖約翰科技大學 === 企業管理系碩士班 === 102 === In recent years, customer awareness and personnel service quality are very important to service industry. Service personnel are the first contact and also affect most directly to the customer. Therefore, quality and ability of service personnel, as key factors in personnel service, not only affect the improvement of enterprises or retail service quality, as well as customer confidence in the goods or services. This paper discusses front-line practitioners in service industry, through service training and knowledge management, to maintain and develop the services expertise and skills, by the effect of which the personnel service quality is affected and in turn customer trust. Through the theoretical model and a survey of 310 respondents, the results show that the behavior aspects of service training effectiveness and knowledge management have positive effect on personnel service quality and customer trust; in addition, personnel service quality has a positive impact on customer trust and mediates the influence of service training effectiveness and knowledge management on customer trust.