以顧客關係管理構建內外部顧客滿意度之評估模式－以台灣連鎖飯店業為例

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Title:	以顧客關係管理構建內外部顧客滿意度之評估模式－以台灣連鎖飯店業為例
Authors:	謝玲芬 Hsieh, Ling-Feng
Contributors:	科技管理學系 Technology Management
Keywords:	顧客關係管理;顧客滿意度;分析網路程序法(ANP);詮釋結構模式(ISM) customer’s relationship management;customer’s satisfaction;Analytic Hieratical Process (ANP);Interpretive Structural model (ISM)
Date:	2007
Issue Date:	2014-07-07 21:35:53 (UTC+8)
Abstract:	觀光產業與科技產業已共同被視為二十一世紀的明星產業。要在競爭激烈的飯店業中脫穎而出，顧客滿意度的提升是成功的最佳捷徑，本文的目的即在於結合傳統顧客滿意度的衡量以及顧客關係管理的概念，為飯店業提出一個概念性的顧客滿意度衡量架構。由過去的文獻可得知，高度顧客滿意可使飯店績效有所提升，因此本文成功的從顧客關係管理主要的構面中，將外部及內部顧客滿意度分別建構出一個完整的評估模式，並且利用台灣知名的三大連鎖系統的九間飯店做為模式實證分析的對象，對各間飯店的消費者及員工為發放問卷，為瞭解各評估指標間之影響關係，本文運 The tourist industry and technology industry has been the red hot businesses in the twenty first century. The best way to stand out within the highly competitive hotel industries is raising the customers’ satisfactions. The purpose of this paper is comb
Appears in Collections:	[Department of Technology Management] Journal Articles

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