Having Guanxi Means Excellent Customer Service
| Autor: | Yi-Lun Cheng, 鄭伊倫 |
|---|---|
| Rok vydání: | 2008 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 96 Society juncture harmony and interpersonal relationship have been constantly emphasized within Eastern society for a long time. It begins to make the most of favor and face from antiquity. It is not entirely about interest but coming from inside emotion. Huang (1988) suggests that the interpersonal relationship of Chinese traditional society can be divided into three aspects: “emotion relationship, creature relationship and mix sexual relationship.” Previous researching suggests that “the Chinese economy” is the relational network which is constituted by entrepreneurs’ relationships (Kao, 1993). Ross (1999) suggests the China was at the mercy of Confucian, so employee’s attitude and behavior are different. When the western enterprises enter the Eastern market, because of the cultural differentiation, have the conflicts and the hindrances. Industry emphasis guanxi can make operate smoothly. Equally, customer and service supplier maintain guanxi can acquire the best service? This study wants to treat why the customers want to walk guanxi, and can it make any different results? This study is a qualitative research, and collects customers’ interviews in Taiwan. In order to consider the practicability of this thesis, it’s using CIT and contract analysis to study the subject except the literature and also using inductive method to induct various stories and using hermeneutics to analysis the context. The study discovered three roles: (1) somebody has emotion called customer; (2) somebody has authority or the influence to the organization called power owner; (3) somebody must deference the ruler and service customer called service supplier. Their relationship is “the customer want to achievement aims and through guanxi to find the power owner in the organization. The power owner behests service supplier to improve service quality, and makes the customer satisified. The study develops seven topics and supplies the research discussion. The topics as following:(1) guanxi distance will be affect the guanxi purpose.(2) favor will be affect guanxi purpose.(3) power owner will alive to that he will appeal to the customer in the future, he will affect service supplier of the guanxi.(4) money and gift must be affect power owner.(5) guanxi must be affect power owner and service supplier.(6) service supplier accepts power owner’s behest, he must offer the best service for customer.(7) to accumulate more favor debt, when you want to walk guanxi can be convenient.(8) guanxi was established by customer and industry that can affect the guanxi purpose. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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