Translated Title
An Empirical Study on the Effects of Customer Care on Relationship Quality
Translated Abstract
Under the changing environment of domestic and international market including new technology and product homogenei- ty, enterprise change their competitive strategies from product competition to striving for and maintaining customers which greatly influence the enterprises＇ profits and future. This paper tentatively proposes the construct and composition of “customer care” based on literature reviews on customer value and customer care theories. This paper also establishes a basic theoretical model that describes the effects of customer care on relationship quality. By sampling among the pool of China mobile global customers, this paper found the four key elements of customer care has positive influence on the relationship quality, which consists of three factors. Eventually, it finds that the overall impact of the social value to the quality of relationship is the largest, the value of knowledge to the quality of the relationship is the smallest, and the feedback value and empathetic value to it is moderate.
Translated Keyword
customer care
customer reward programs
customer value
relationship quality
Access Number
WF:perioarticalCASS_44475257
