The associations among orphan policy service recovery strategy, service recovery satisfaction and relationship retention
| Autor: | Chiao-Chin Yu, 余巧琴 |
|---|---|
| Rok vydání: | 2015 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 103 This study aims the life insurance policyholder as the main study subjects to discuss the associations among the service recovery strategy of orphan policy, satisfaction of the service recovery and the relationship retention. This study adopts the random sampling method to get the samples. Total 384 questionnaires were distributed and 300 questionnaires were returned. Deducting the invalid questionnaires, there were 284 valid questionnaires and the return rate of valid questionnaires is 95.33%. This study uses the SPSS software to make the statistical analysis, including the descriptive statistics analysis, factor analysis, reliability analysis, correlation analysis and regression analysis. The main results of the study are as follows: 1.The service recovery strategy can enhance the satisfaction of the service recovery. 2.The satisfaction of the service recovery can enhance the relationship retention. 3.The service recovery strategy can enhance the relationship retention. 4.The relationship between the service recovery strategy and relationship retention is mediated by the service recovery satisfaction. Therefore, we suggest the Life Insurance Industry shall strengthen the service recovery strategy of the orphan policy and sufficiently empowers the employees who are in charge of the service recovery to enhance the satisfaction of the service recovery and then improve the relationship retention. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
| Externí odkaz: |
|