碩士 / 國立臺灣海洋大學 / 航運管理學系 / 100 / This study takes A ocean freight forwarder as a study case and adopted the service behavior perspective to explore the relationships among ocean freight forwarders’ employees’ subjective well-beings, service quality and customer loyalty. A total of 30 valid questionnaires collected from employees from A ocean freight forwarder, and 300 valid customers questionnaires from, shippers, customs brokers and other ocean freight forwarders who are current customers of A ocean freight forwarder. Next, we used item analysis, KMO sampling adequacy test, factor analysis, person correlation and regressions to test study hypotheses. The results partially support that the service behavior is an intermediary variable of employees’ well-beings and customer loyalty, while the influence of extra-role behavior is more significant than that of the in-role behavior. Employees’ subjective well-beings positively affects their in-role behavior as well as extra-role behavior. Our findings can be referenced by ocean freight forwarders for designing and developing service personnel to enhance their service competence to build and retain the loyal customers.
Keywords: employee well-being, service behavior, customer loyalty
| Identifer | oai:union.ndltd.org:TW/100NTOU5301097 |
| Date | January 2012 |
| Creators | Wen-Cheng Shen, 沈文正 |
| Contributors | Shiou-Yu Chen, 陳秀育 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 62 |
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