English  |  正體中文  |  简体中文  |  全文筆數/總筆數 : 52047/87178 (60%)
造訪人次 : 8682156      線上人數 : 73
RC Version 7.0 © Powered By DSPACE, MIT. Enhanced by NTU Library & TKU Library IR team.
搜尋範圍 查詢小技巧:
  • 您可在西文檢索詞彙前後加上"雙引號",以獲取較精準的檢索結果
  • 若欲以作者姓名搜尋,建議至進階搜尋限定作者欄位,可獲得較完整資料
  • 進階搜尋
    請使用永久網址來引用或連結此文件: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/89532

    題名: How does CRM create better customer outcomes for small educational institutions?
    作者: Wang, Mei-Ling;Yang, Fei-Fan
    貢獻者: 淡江大學企業管理學系
    關鍵詞: Customer relationship management;parent satisfaction;parent loyalty;cram school
    日期: 2010-11
    上傳時間: 2013-05-30 15:36:41 (UTC+8)
    出版者: Lagos: Academic Journals
    摘要: This study investigates the role of Customer Relationship Management (CRM) in the effective management of parent satisfaction and loyalty in small or medium-sized educational institutions. We developed and tested a two-level model in which the implementation of CRM was related to parent satisfaction and loyalty. A total of 600 parents involving 60 children’s English cram schools in Taiwan were analyzed using Hierarchical Linear Modeling (HLM), with results that partially supported the proposed model. More specifically, knowledge management was positively related to parent satisfaction and parent loyalty while key customer focus had no significant relationships with parent satisfaction and parent loyalty. In addition, parent satisfaction was associated with parent loyalty. Both theoretical and practical implications are discussed.
    關聯: African Journal of Business Management 4(16), pp.3541-3549
    顯示於類別:[企業管理學系暨研究所] 期刊論文


    檔案 描述 大小格式瀏覽次數



    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library & TKU Library IR teams. Copyright ©   - 回饋