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    题名: Linking Service Climate to Customer Loyalty
    作者: Wang, Mei-Ling
    日期: 2015-02-24
    上传时间: 2016-01-06 11:00:07 (UTC+8)
    摘要: The present study evaluates the effect of service climate on customer loyalty by incorporating resident perceptions of service quality regarding their interaction with staff members in a nursing home. The study also explores the mediating role of service quality between service climate and customer loyalty. A conceptual two-level model linking service climate to customer loyalty was developed and analyzed using data collected from 197 nursing staff members and 477 residents in 44 nursing homes in Taiwan. The results show that service climate improves service quality and customer loyalty and provide empirical support for the mediating role of service quality between service climate and customer loyalty. Both theoretical and practical implications are discussed as well as future research directions.
    關聯: The Service Industries Journal 35(7-8), p.403-414
    DOI: 10.1080/02642069.2015.1015518
    显示于类别:[企業管理學系暨研究所] 期刊論文

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