Corporate Image, Service Recovery, Relationship Marketing and Relationship Quality of Influence - A Case of Low Temperature Delivery Logistics

• Main Authors: LAI, SHIH-HSIN, 賴世鑫
• Other Authors: ZHU, ZONG-WEI
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/6ukmct

碩士 === 中國科技大學 === 企業管理系 === 103 === Accompanied with ever renewing technologies, increasing media transmission speed, the soaring consumers awareness, and keen media competition, the media are frequently used to express the consumers’ dissatisfaction, when they are poorly treated or not satisfied with the response. The adverse news and mistake in handling complaints are then broadcasting among media. This makes big damage on the company’s brand name and image that are not easy to build by business entities. It is a vital issue for the business enterprise how to promote satisfaction and providing remedial measures. This research is mainly for addressing the relationship among corporate image of Low Temperature Logistic Industries, service remedies, relationship marketing and relationship Quality. The diversified questionnaire survey made by Mysurvey Online Questionnaire System was distributed in entrance are of the convenient stores and markets among the areas in Taoyuan city. The tool for analysis employed is Amos Statistical Software for analyzing data. Total valid questionnaire recovered in total is 374 copies. The findings of the research include that the government should place attention on the importance of safety in transportation of low temperature foods, supervise the transportation specification of low temperature food of various large low temperature logistic operations, and check the hardware of low temperature transportation as well as the temperature in operation, so as to safeguard the interests of consumers. On the other hand, the research also found the remedial services play the important role of quality. Corporate image shows significant positive effect on service repair, relationship marketing and relationship quality. Service repair shows significant positive effect on relationship marketing and relationship quality. Relationship marketing shows significant positive effect on relationship quality.