碩士 / 國立臺灣海洋大學 / 航運管理學系 / 102 / This thesis aims to explore the relationships among service climate, affective commitment, and customer relationship management behavior upon a shipping line company as an example. Up to 180 questionnaires were distributed and 156 of them were retrieved successfully and effectively. The overall usable response rate was 86.87%. The returned questionnaires were analyzed by means of descriptive statistics analysis, reliability analysis, validity analysis, correlation analysis, and hierarchy regression analysis.
The study results show that
1. In addition to customer feedback, the sub-dimensions of service climate have significantly positive influence on affective commitment. This means that the better service climate of the company that employees feel, the more willingness employees will have to devote to affective commitment.
2. The sub-dimensions of service climate have significantly positive influence on the sub-dimensions of customer relationship management behavior. This shows that the better service climate of the company that employees feel, the more customer relationship management behavior they will conduct.
3. The affective commitment has significantly positive influence on the sub-dimensions of customer relationship management behavior. This demonstrates that the enhancement on affective commitment of the employees would strengthen the intensity of their customer relationship management behavior.
4. Affective commitment has caused a mediating effect on the influence of each service climate’s sub-dimensions to valued added the sub-dimension of customer relationship management. Also affective commitment has played a crucial part in mediating on the influence of the sub-dimension of service climate, customer feedback to the sub-dimension of customer relationship management, customer interaction. These reveal that some parts of service climate’s positive influence on customer management behavior arise from affective commitment. Therefore, more consideration on employees’ consent to devote to affective commitment is important when the organization intends to enhance employees’ customer management behavior by the strength of service climate.
| Identifer | oai:union.ndltd.org:TW/102NTOU5301041 |
| Date | January 2014 |
| Creators | Lin, Heng-Hui, 林恆翬 |
| Contributors | Liang, Gin-Shuh, 梁金樹 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 60 |
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