| URN | etd-0115122-104458 | Statistics | This thesis had been viewed 138 times. Download 10 times. |
| Author | CHIN-HSUAN HSU | ||
| Author's Email Address | No Public. | ||
| Department | Institute of Industrial Management | ||
| Year | 2021 | Semester | 1 |
| Degree | Master | Type of Document | Master's Thesis |
| Language | zh-TW.Big5 Chinese | Page Count | 62 |
| Title | The Influence of Service Staff's Empathy and Brand Image on Customer Satisfaction and Loyalty-A Case Study of S Company Lighting Industry | ||
| Keyword | |||
| Abstract | Due to the subversive replacement of the original traditional lighting products by LED ˇ]Light Emiting Doideˇ^ lighting, the low barriers of LED lighting production technology and the different industries of optoelectronic technology companies, international brands have announced their withdrawals. This has caused drastic changes in the lighting market environment. In a competitive environment, the desire to increase market share, increase operational performance, shape brand image and strengthen service personnelˇ¦s performance has become an important key factor for market access strategies. This research aims to explore the impact of service staffˇ¦s empathy and brand image on customer satisfaction and customer loyalty, and to provide S company as a reference for future marketing strategies. The results of this research show that service staff empathy has a significant impact on brand image, customer satisfaction, and customer loyalty; brand image also has a significant impact on customer satisfaction and customer loyalty; and customer satisfaction has a significant impact on customer loyalty influences. |
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| Files | indicate access worldwide | ||
| Date of Defense | 2021-12-24 | Date of Submission | 2022-01-15 |