An Analysis on the Empirical Investigation and the Influences of Service Profit Chain
| Autor: | Wen-Ping Wu, 吳文彬 |
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| Rok vydání: | 2007 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 95 The aim of the current study is to develop a model that links factors influencing service profit chain based on the well-established model of service profit chain by Heskett, Jones, Loveman, Sasser, and Schlesinger (1994). The subjects of the study are 505 people including employees of insurance companies and their customers. To test our hypothesis, the Structural Equation Model was used to examine the correlation between the actual data and the theoretical model. AS a result of this study, six principal conclusions can be drawn from the data: 1. The working efficiency of employees is the most powerful factor that affects company output, customer satisfaction and customer loyalty. On the other hand, employee satisfaction and employee loyalty are the most important factors influencing working efficiency. 2. The internal service quality and leadership style provided by companies, as well as the employee personality have positive impact on satisfaction, loyalty and working efficiency of employees. 3. The external service quality and trust also significantly affects customer satisfaction and customer loyalty. The company may strengthen the professional training of employees to provide customers good insurance products and thereby lift their external service quality. 4. The professional quality, appearance, and decent service of salespersons would bring trust to their customers. 5. The insurance companies may also attract customers’ trust through some non-profit activities and perceptual advertisements. 6. The switching cost also has positive effects on customer loyalty and thereby lowers the customer intention to switch companies. In conclusion, the present study first extends and improves the Heskett’s model of service profit chain. In practice, it also provides suggestions for the insurance society to increase satisfaction, loyalty, and working efficiency of employees and to ultimately reach customer satisfaction and loyalty. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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