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研究生:張家盛
研究生(外文):Chang,Chia-Shqng
論文名稱:信用合作社客戶經驗管理之探討-以彰化五信為例
論文名稱(外文):Exploring the Clients Experience Management of Credit Cooperatives-An Example for The Fifth Credit Cooperative of Changhua
指導教授:姚惠忠姚惠忠引用關係
指導教授(外文):Hui-Zhong Yao
學位類別:碩士
校院名稱:大葉大學
系所名稱:人力資源暨公共關係學系碩士在職專班
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2007
畢業學年度:95
語文別:中文
論文頁數:203
中文關鍵詞:信用合作社客戶經驗管理關係策略服務品質主觀順序事件技術
外文關鍵詞:credit cooperativeclient experience managementrelation strategyser-vice qualitysubjective sequential incidents technique(SSIT)
相關次數:
  • 被引用被引用:2
  • 點閱點閱:302
  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:3
台灣地區的基層金融機構—信用合作社,在政府推行金融自由化、國際化的金融政策之後,面對著偌大的強力衝擊面—隨著金融市場的爭奪戰日益激烈,信用合作社飽受有史以來最嚴酷的考驗:營運成本相對的提高、營業風險的升高及存放款業務競爭激烈。信用合作社要在這瞬息萬變的環境裡,保持競爭力是一件困難的事。
本研究發現:經由「主觀順序事件技術(SSIT)」的分析案例,含有「特殊經驗(服務)增溫因子」、「關係紐帶增溫因子」、「比較強化增溫因子」、「發現祕密增溫因子」及「損害緩減因子」等因子。本研究既可清楚顯現出,服務人員直接與間接對客戶的互動之整個的「過程」與「脈絡」的情況。
在研究中的五大類型因子,所產生的增溫表現,能用於客戶經驗管理架構的分析顧客經驗成立的模組,去建構經驗平台,與品牌形象、顧客介面、持續創新等相結合,促使成為執行步驟之決策依據,去實施符合「客戶角色的需求」的關係策略與服務品質。
Unemployment problem is an important issues for allover countries and research-ers. Especially Youth and Middle-up aged employee unemployment rate is most serious situation in Taiwan. The study is devoted to the Basic Competency Training Program solving Youth unemployment question of efficacy. Besides, the study used Quasi-experimental designs method to discuss program to improve Youth’s employability and employ representation.
The research discovers Taiwan’s Youth must have five employability, including Basics employability, Knowledge employability, Academic employability, Teamwork employability, and Career Developing employability. The five employability not only influence each other, but also augment an individual human capacity in the labour mar-ket.
In conclusion, we suggest that government should establish Employability Skills Framework that promoting national human resource quality and strengthening Taiwan’s competitiveness in the future.
內容目錄
中文摘要 ...................... iii
英文摘要 ...................... iv
誌謝辭  ...................... v
內容目錄 ...................... vi
表目錄  ...................... viii
圖目錄  ...................... xi
第一章  緒論.................... 1
  第一節  研究背景與動機............. 1
  第二節  研究目的................ 5
  第三節  研究流程................ 7
第二章  文獻探討.................. 8
  第一節  關係行銷................ 10
  第二節  顧客關係管理.............. 35
第三節  顧客經驗管理................ 43
第四節  信用合作社相關文獻研究........... 70
第三章  研究方法.................. 77
第一節  資料蒐集方式................ 77
第二節  研究分析及方法............... 79
第三節  SSIT簡介.................. 83
第四章  資料分析.................. 88
第一節  研究分析.................. 88
第二節  A、B、C及X客戶分群的比較.......... 126
第三節  與關係策略、服務品質現有文獻的比較..... 134
第五章  結論與建議................. 159
第一節  研究結論.................. 159
第二節  研究建議.................. 163
第三節  研究限制.................. 164
第四節  後續研究.................. 164
參考文獻 .......................166
附錄A  本研究訪問對象及記錄.............183

表目錄
表 2- 1 PZB量表與相關學者理論聯集表............. 19
表 2- 2 本研究與「關係策略」文獻聯集表............ 29
表 2- 3 與關係策略有關文獻內容分類聯集表........ 31
表 2- 4 Customer Interface顧客關係管理的定義........ 38
表 2- 5 顧客關係管理的定義(META Group)......... 38
表 2- 6 建置顧客經驗管理架構可應用範圍.......... 67
表 2- 7 近二年來信聯社相關信用合作社之經營管理專論文獻... 72
表 2- 8 全國博碩士論文資訊網有關「信用合作社」文獻被引用次數超過50次的文獻統計...74
表 2- 9 全國博碩士論文資訊網有關「銀行」文獻被引用次數超過50次的文獻統計表...75
表 4- 1 個人化印象增溫因子.................. 92
表 4- 2 不分大小的印象增溫因子................ 93
表 4- 3 符合文化價值觀的服務作風增溫因子........... 93
表 4- 4 業務所帶動的信任感覺增溫因子............. 94
表 4- 5 主動查詢或提供訊息的服務增溫因子........... 95
表 4- 6 幫助顧客作理財規劃增溫因子.............. 95
表 4- 7 協助顧客危機管理增溫因子............... 96
表 4- 8 業務活動中非業務的友誼行為增溫因子.......... 96
表 4- 9 業務程序的方便(無風險性)增溫因子........... 97
表 4- 10 通融(有風險性)增溫因子................ 98
表 4- 11 和業務有關的到府服務增溫因子............. 98
表 4- 12 和業務間接相關的到府服務增溫因子........... 99
表 4- 13 業外需求的積極回應增溫因子.............. 100
表 4- 14 與業務無關的額外服務增溫因子............. 100
表 4- 15 障礙者的特殊協助增溫因子............... 101
表 4- 16 提供業務手續的包裹服務增溫因子............ 101
表 4- 17 交易條件(契約)客製化的服務增溫因子.......... 102
表 4- 18 特殊經驗(服務)類增溫因子............... 103
表 4- 19 代書關係的開始往來增溫因子.............. 105
表 4- 20 業外關係的開始往來增溫因子.............. 105
表 4- 21 業務活動中的非業務友誼行為助長關係增溫因子...... 107
表 4- 22 業外的關係行為助長業內關係增溫因子.......... 108
表 4- 23 關係紐帶類增溫因子.................. 110
表 4- 24 效率增溫因子..................... 110
表 4- 25 態度增溫因子..................... 111
表 4- 26 便利增溫因子..................... 112
表 4- 27 專業增溫因子..................... 113
表 4- 28 優惠增溫因子..................... 113
表 4- 29 比較強化類增溫因子.................. 115
表 4- 30 用心服務研發增溫因子................. 116
表 4- 31 小心保護客戶增溫因子................. 117
表 4- 32 重視客戶操作..................... 117
表 4- 33 敬業精神增溫因子................... 119
表 4- 34 重視業外友誼增溫因子................. 119
表 4- 35 五信體質健全有保障增溫因子.............. 120
表 4- 36 發現秘密類增溫因子.................. 121
表 4- 37 抉擇因子....................... 122
表 4- 38 利率因子....................... 123
表 4- 39 手續因子....................... 124
表 4- 40 遷移因子....................... 125
表 4- 41 損害緩減因子類.................... 125
表 4- 42 那些增溫因子對不同類型客戶比較有效.......... 133
表 4- 43 本研究各類增溫因子合併表............... 135
表 4- 44 關係策略類型國外相關文獻比較............. 144
表 4- 45 關係策略類型本國相關文獻比較............. 146
表 4- 46 本研究與PZB量表、SERVQUAL量表理論比較表....... 151
表 4- 47 服務品質相關文獻比較................. 155
表 5- 1 特殊服務的經驗之業內、業外、主動、被動分類表..... 165

圖目錄
圖 1-1 研究流程圖...................... 7
圖 2-1 顧客經驗管理架構五步驟................ 61
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