企业社会责任关系品质与顾客忠诚度关系之研究.pdf

The relationships between corporate social responsibility relationship quality and customer loyalty Abstract Literature on the relationship between corporate social responsibility and customer loyalty has thus far yielded limited, and we suspect there link may due to the mediating effect of relationship quality. As a result, this study adopts two hypotheses: (1) The higher the level of customer perception of corporate 1 social responsibility aggressiveness, the higher the relationship quality, and (2) The higher the level of relationship quality, the higher the customer loyalty. Empirical findings based on a survey of 367 consumers with insurance experience in the Taiwan region demonstrate that corporate social responsibility activity effort must through relationship quality in order to enhance customer loyalty. Management implications of these findings and suggestions for future research are subsequently discussed. Keywords: corporate social responsibilityrelationship quality customer loyalty 2 論 來 行 不行流 行 更 更 老 年來 不累 念 度 行 不 例行 數說 略不 度 行度 降 利 度 率 降更 更易 略來更利 了 1 度 行 不 量行略 了行略 度 更了什 度 數數連 連數 度 理論 行行念 度 度 立 利行 良切利 領例 女數 量念 論 念利 了 2 了年來利