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    政大機構典藏 > 商學院 > 企業管理學系 > 學位論文 >  Item 140.119/29976


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    題名: 銷售人員人力資本對顧客資本的影響
    作者: 戚翔維
    貢獻者: 張愛華
    戚翔維
    關鍵詞: 智慧資本
    顧客資本
    人力資本
    銷售人員
    日期: 2004
    上傳時間: 2009-09-11 16:58:43 (UTC+8)
    摘要: 智慧資本（Intellectual Capital）為近年來廣受討論的議題，在顧客價值越形重要的今日，顧客資本更是其中相當受到重視的領域。企業為了與顧客維持長期良好的關係，必須持續與顧客有良好的互動，而在互動的過程中，銷售人員扮演著第一線的角色，因此銷售人員本身所具備的能力及態度，將會對企業與顧客的關係產生重大的影響。
    本研究以國內證券經紀業務商為樣本，透過對證券營業員的問卷蒐集相關的資料，藉以分析證券經紀業務商的銷售人員，其能力及態度等人力資本構面，是否會影響其企業的顧客資本發展。
    本研究發現如下：
    1.根據研究結果顯示，銷售人員的人力資本對於顧客資本確實有影響。舉例來說，當營業員擁有越高的專業知識時，就越能力解答顧客在投資上所面臨的問題，長時間下來將會使顧客對於營業員產生信任、依賴的感覺，因此就會願意重覆的去該位營業員進行交易。然而在迴歸分析當中亦可以發現，每一個迴歸模式的調整後R2都不大於0.1，表示雖然人力資本對於顧客資本會有影響，但不是最大的解釋變數，除了人力資本外還存在許多其他的因素，而這些因素可能會是公司的信譽、或是該證券經紀商研究股市趨勢的能力等，可以解釋顧客資本的表現。
    2.銷售人員本身的能力，包括銷售技術、專業知識、社會關係、與工作經驗，是影響顧客取得與顧客推薦的主要因素。當為顧客服務的營業員本身能力越高時，就越有辦法解決顧客在投資或交易股票時所面臨的種種問題，如此一來顧客對於服務的滿意度將會增加，也因此顧客會更願意去向別人推薦。
    3.在顧客維持的部分，主要是受到銷售人員擁有的專業知識及其對工作的投入度。因此要維持與顧客長期的關係，必須有賴銷售人員能力與態度上的配合。
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    描述: 碩士
    國立政治大學
    企業管理研究所
    92355047
    93
    資料來源: http://thesis.lib.nccu.edu.tw/record/#G0923550471
    資料類型: thesis
    顯示於類別:[企業管理學系] 學位論文

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