Empirical Research on Factors Influencing Relationship Quality between Service Firm and Customer--Taking the Bank for Ezample

摘要：

This paper adopts structural equation model (SEM) method to study on factors influencing relationship quality between service firm and customer. Systematic sampling method is used in the research and the individual customers who have financial dealings with the bank are investigated in ten bank mesh points in Wuhan, Hubei province, P.R.China. Three conclusions are drawn from the research: Firstly, service firm should attach importance to the implementation of customer orientation and relationship orientation strategies. Secondly, service firm should strengthen the interaction and communication with customers. Thirdly, service firm should strengthen staffs education, training and management of image.

关键词： Customer orientation Relationship quality Relationship orientation Staff attributes

作者: Wang Juan Xiong Kai

作者单位: Economy School of the HuaZhong Normal University,Wuhan City,P.R.China Business School of the Jianghan University,Wuhan city,P.R.China

会议类型: 国际会议

会议名称: 2009 6th International Conference on Service Systems and Service Management( 2009 第六届服务系统与服务管理国际会议)

会议地点: 厦门

会议语种:英文

页码: 205-209

在线出版日期: 2009-06-08（万方平台首次上网日期，不代表论文的发表时间）