碩士 / 國立臺灣海洋大學 / 航運管理學系 / 101 / This study empirically evaluates service encounter, relationship quality of employee and enterprise, and customer loyalty in freight forwarder from shipper’s perspective. The main purpose of this research is to figure out the impact to the shipper’s loyalty by comparing the effect of relationship of employee with enterprise. This study finds out the relationship of each dimension through literature review, and examines them by structural equation model. The results of this study indicate that the quality of service encounter between the employee of shipper and freight forwarder has strong positive effect on relationship quality of employee. On the other hand, relationship quality of employee has no direct effect to shipper’s loyalty, but shipper’s loyalty would be affected by mediation effect of relationship quality of enterprise. At last, the theoretical and practical implications of findings on shipper’s loyalty in freight forwarder are discussed.
| Identifer | oai:union.ndltd.org:TW/101NTOU5301094 |
| Date | January 2013 |
| Creators | Chen, Li-Sing, 陳立昕 |
| Contributors | Chen, Shiou-Yu, 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 | 58 |
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