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| Content Provider | IEEE Xplore Digital Library |
|---|---|
| Author | Wang Juan Xiong Kai |
| Copyright Year | 2009 |
| Description | Author affiliation: Business School of the Jianghan University, Wuhan city, China (Xiong Kai) || Economy School of the HuaZhong Normal University, Wuhan City, China (Wang Juan) |
| Abstract | This paper adopts structural equation model (SEM) method to study on factors influencing relationship quality between service firm and customer. Systematic sampling method is used in the research and the individual customers who have financial dealings with the bank are investigated in ten bank mesh points in Wuhan, Hubei province, P.R.China. Three conclusions are drawn from the research: Firstly, service firm should attach importance to the implementation of customer orientation and relationship orientation strategies. Secondly, service firm should strengthen the interaction and communication with customers. Thirdly, service firm should strengthen staffs' education, training and management of image. |
| Starting Page | 205 |
| Ending Page | 209 |
| File Size | 238966 |
| Page Count | 5 |
| File Format | |
| ISBN | 9781424436613 |
| DOI | 10.1109/ICSSSM.2009.5174884 |
| Language | English |
| Publisher | Institute of Electrical and Electronics Engineers, Inc. (IEEE) |
| Publisher Date | 2009-06-08 |
| Publisher Place | China |
| Access Restriction | Subscribed |
| Rights Holder | Institute of Electrical and Electronics Engineers, Inc. (IEEE) |
| Subject Keyword | Industrial relations Humans Power generation economics Customer orientation Relationship orientation Management training Equations Ethics Numerical analysis Relationship quality Insurance Staff attributes Cities and towns Marketing and sales |
| Content Type | Text |
| Resource Type | Article |
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