The competition of retail Industries in Taiwan is intense, in order to reach customer¡¦s satisfactions, suppliers endeavor to the separation of tangible products. As to intangible service, suppliers devote to provide various services with guarantee. The subject of this research aims at the service quality of wholesale. The first membership system American wholesale in Taiwan with 15 business years is the object of this research. Through the observation of service-providing staff, and case collection of customer complains during the service process, the extent of professional knowledge of service-providing staff has obvious relevance with the quality of service provided.
Previous researches of wholesale competition in tangible products mostly focus on either sales price difference or the loyalty of self-brand development. As to the research of satisfaction and loyalty of customers in intangible services, the required professional knowledge and the cultivation of working competence on service-providing staffs, business agents, has only few documentations.
Hence, the research takes further steps to analyze (1) What knowledge has been possessed in staffs? Do staffs possess adequate professional knowledge? What is the previous best practice and experience in the business? Does storage execute? Does circulation proceed? (2) What are the factors which cause the restriction of the development of knowledge system? What challenge will occur when lacking of knowledge system? Finally, the research reveals that the relevant activities of education and training can assist to reduce or eliminate daily complain cases from customers.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-1119112-132700 |
| Date | 19 November 2012 |
| Creators | Hsu, Shu-mei |
| Contributors | Te-Min Chang, Ping-Yi Chao, Min-Hsin Huang |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-1119112-132700 |
| Rights | user_define, Copyright information available at source archive |
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