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首页> 外文会议>2008 IEEE International Conference on Service Operations and Logistics, and Informatics（IEEE/SOLI’2008）（IEEE服务运作、物流与信息年会）论文集 >Customer Relationship Surpasses Service Quality as an Important Determinant of Behavioral Intentions—Evidences from Medical Cosmetology Customersin Taipei
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Customer Relationship Surpasses Service Quality as an Important Determinant of Behavioral Intentions—Evidences from Medical Cosmetology Customersin Taipei

机译：客户关系超越服务质量是行为意图的重要决定因素—台北医学美容客户的证据

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摘要

Arguing that management principles and solutions can apply to a public service,this study focuses on service quality and customer relationship to facilitate customer loyalty in the health care industry.Five hundred copies of questionnaires were distributed by convenient sampling,of which 332 questionnaires were usable with a response rate of 66.4%.It finds that service quality is an important factor in creating customer satisfaction,providing customer value,and gaining customer loyalty.Moreover,it provides evidence that the influence of customer relationship is far stronger than service quality.The concept of consumer relationship management (CRM) is critical for managing customer satisfaction and loyalty in the medical care field.
机译：主张管理原则和解决方案可以应用于公共服务，本研究着重于服务质量和客户关系以促进医疗保健行业的客户忠诚度。通过方便抽样分发了五百份问卷，其中可使用332份问卷回答率为66.4％。它发现服务质量是创造客户满意度，提供客户价值和获得客户忠诚度的重要因素。此外，它提供的证据表明，客户关系的影响远强于服务质量。消费者关系管理（CRM）的管理对于管理医疗领域的客户满意度和忠诚度至关重要。

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