Title page for etd-0830111-140134


[Back to Results | New Search]

URN etd-0830111-140134
Author Yi-Yih Su
Author's Email Address paul.su@taiwanlaw.com
Statistics This thesis had been viewed 5345 times. Download 0 times.
Department EMBA
Year 2010
Semester 2
Degree Master
Type of Document
Language zh-TW.Big5 Chinese
Title Comparison of the Customer Relationship Management for Legal Services in Chinese Metropolis
Date of Defense 2011-06-29
Page Count 85
Keyword
  • customer satisfaction
  • customer loyalty
  • Brand
  • customer relationship management
  • Guanxi.
  • legal services
  • Abstract Abstract
    In this study, we will research for legal services company about the customer relationship management. We select three city’s legal services company, including Beijing, Hong Kong and Taipei. The research variables are customer satisfaction, customer loyalty, brand, Guanxi and customr relationship management. In this study, we use qualitative analysis method and to interview the legal services partner to get first-hand data.
    About customer’s satisfaction, customers care about the quality more than price. In most cases, the company doesn’t use customer satisfaction surveys to understand customer needs.
    About customer’s loyalty, new customers majority is recommended from the old customers. If the company fail the case, there are still 70% of customers are willing to continue to cooperation.
    About the Brand and Guanxi, different cities and different legal services are showing different data.
    About the customer relationship management, the legal services and customer interaction are dominated by academic exchanges and good customer management will enchance the satisfaction, loyalty and increasing revenue.
    Keywords: legal services, customer relationship management, customer satisfaction, customer loyalty, Brand, Guanxi.
    Advisory Committee
  • Yi-Min Tu - chair
  • Chihyuan Wang - co-chair
  • James C. T. Lee - advisor
  • Files
  • etd-0830111-140134.pdf
  • Indicate in-campus at 99 year and off-campus access at 99 year.
    Date of Submission 2011-08-30

    [Back to Results | New Search]


    Browse | Search All Available ETDs

    If you have more questions or technical problems, please contact eThesys