Customer Relationship Surpasses Service Quality as an Important Determinant of Behavioral Intentions—Evidences from Medical Cosmetology Customersin Taipei

摘要：

Arguing that management principles and solutions can apply to a public service,this study focuses on service quality and customer relationship to facilitate customer loyalty in the health care industry.Five hundred copies of questionnaires were distributed by convenient sampling,of which 332 questionnaires were usable with a response rate of 66.4％.It finds that service quality is an important factor in creating customer satisfaction,providing customer value,and gaining customer loyalty.Moreover,it provides evidence that the influence of customer relationship is far stronger than service quality.The concept of consumer relationship management (CRM) is critical for managing customer satisfaction and loyalty in the medical care field.

关键词： Customer Relationship Service Quality Behavioral Intentions

作者: Pi-Chuan Sun

作者单位: Department of Business Management Tatung University Chinese Taibei

会议类型: 国际会议

会议名称: 2008 IEEE International Conference on Service Operations and Logistics, and Informatics(IEEE/SOLI’2008)(IEEE服务运作、物流与信息年会)

会议地点: 北京

会议语种:英文

在线出版日期: 2008-10-12（万方平台首次上网日期，不代表论文的发表时间）