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博碩士論文 etd-0203108-075531 詳細資訊
Title page for etd-0203108-075531
論文名稱
Title
客服訓練效益個案研究
A Case Study on the Effectiveness of Customer Service Training
系所名稱
Department
畢業學年期
Year, semester
語文別
Language
學位類別
Degree
頁數
Number of pages
58
研究生
Author
指導教授
Advisor
召集委員
Convenor
口試委員
Advisory Committee
口試日期
Date of Exam
2008-01-29
繳交日期
Date of Submission
2008-02-03
關鍵字
Keywords
客戶滿意度、訓練效益、客戶服務
customer service, training effectiveness, customer satisfaction
統計
Statistics
本論文已被瀏覽 5751 次,被下載 0
The thesis/dissertation has been browsed 5751 times, has been downloaded 0 times.
中文摘要
現今各式各樣客戶滿意度調查無處不在,甚至網路訂位服務也進行服務滿意調查,企業對客戶服務日益重視可見一斑。本研究旨在探討客戶服務訓練是否得以有效提升受訓者之服務品質,進而提升客戶滿意度。考量對研究對象深入瞭解分析的必要性,選用個案研究方法。觀察個案公司導入客服訓練課程的四年期間之客戶滿意度變化且評估其客服訓練之施行效益。
Abstract
Customer satisfaction surveys are found everywhere, ranging from a simple on-line reservation service up to highly sophisticated procurement projects, which demonstrates the business entities nowadays position customer service in a decisive role to the operation. On the other hand, training is a popular approach to achieve consistent service quality and advanced customer satisfaction. This case study examines from practical aspects the training effectiveness of a four-year customer service program by analyzing the development of the case company’s annual customer satisfaction rating.
目次 Table of Contents
ACKNOWLEGEMENTS i
ABSTRACT v
CHAPTER 1 INTRODUCTION
1.1 Background 1
1.2 Purpose of Study 2

CHAPTER 2 LITERATURE
2.1 Customer Satisfaction 3
2.2 Customer Service 5
2.3 Training and Training Effectiveness 8

CHAPTER 3 RESEARCH METHOD
3.1 Case Study 12
3.2 Case Company 12
3.3 Data Collection 16

CHAPTER 4 RESULTS
4.1 Program Initiative 18
4.2 Program Preparation 19
4.3 Program Execution 23
4.4 Program Fine Tune 26
4.5 Program Evaluation 27
4.6 Link between Training and Enhanced Satisfaction 33
4.7 Key Success Factors 35
CHAPTER 5 DISCUSSIONS AND SUGGESTIONS
5.1 Time Span to See the Training Effectiveness 38
5.2 Acceptance of the Training Contents 38
5.3 Diversified Survey Contents 39
5.4 Limitations 40
5.5 Suggestions 40

REFERENCE 42
APPENDIX A 47
APPENDIX B 48
APPENDIX C 49
APPENDIX D 51
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