園區物流業的顧客關係管理對顧客忠誠度之影響

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Title:	園區物流業的顧客關係管理對顧客忠誠度之影響
Authors:	林祥生 LIN, HSIANG-SHENG
Contributors:	運輸科技與物流管理學系 Transportation Technology and Logistics Management
Keywords:	園區物流業;顧客關係管理;顧客忠誠度;結構方程模式 Science Park logistics service providers;Customer relationship management;Customer loyalty;Structural equation modeling
Date:	2009
Issue Date:	2014-06-27 10:52:58 (UTC+8)
Abstract:	面對全球產業的劇烈競爭，高科技廠商為確保在產業供應鏈的優勢，必須仰賴園區物流業提供最專業的服務，而園區物流業的服務能力更將影響雙方的夥伴關係。有鑑於顧客關係管理近年來已深受產學界重視，本文使用結構方程模式探討園區物流業的顧客關係管理、物流服務品質與顧客忠誠度之關係。結果顯示其正向影響效果確實存在，且物流服務品質扮演關鍵的中介角色，而影響顧客忠誠度的主要因素，會因不同產業及客戶特性而異，成長型、營業額較小、月貨量較少、往來時間較短的高科技廠商，較易從園區物流業的顧客關係管理上增強其忠誠度。本文根據研究成果提 Facing the intense competition of global high-tech industry, manufacturers of Science Park have to rely on professional service offered by the Science Park logistics service providers so as to keep their competitive advantages in global supply chain. Mean
Appears in Collections:	[Department of Transportation Technology and Logistice Management] Journal Articles

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