Service qualityandcorporatesocialresponsibility,influenceon post-purchase intentionsofshelteredemploymentinstitutions

ASIAIR > College of Management > Department of Leisure and Recreation Management > Journal Article > Item 310904400/17036

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Title:	Service qualityandcorporatesocialresponsibility,influenceon post-purchase intentionsofshelteredemploymentinstitutions
Authors:	陳朝鍵;Chen, Chao-Chien
Contributors:	休閒與遊憩管理學系
Keywords:	Intellectual disabilities;Sheltered employment institution;Service quality;Corporate social responsibility;Post-purchase intentions
Date:	2012-11
Issue Date:	2012-11-23 09:19:43 (UTC+0)
Abstract:	The main purpose of this study is to investigate the impact of service quality and corporate social responsibility (CSR) on customer satisfaction, and customer satisfaction toward post-purchase intentions from sheltered employment institutions. Work experience plays an important role in career development for those people with intellectual disabilities. When they are not yet capable of obtaining a job in the open market, they must receive job training and daily care in sheltered employment institutions. If the sheltered employment institutions cannot operate properly, they will greatly affect intellectual disabilities. From the study of “Children Are Us Bakeries and Restaurants” sheltered employment institutions are one kind of food service business that has been found to request and improve service quality and execution of CSR. These are two main factors which can enhance brand value and create a good reputation for sheltered employment institutions. The questionnaire results indicate that perceived service quality has a positive relationship with customer satisfaction and the reliability dimension is the most important factor for customers to assess service quality. Meanwhile, correlation analysis shows that customer satisfaction regarding service quality influences post-purchase intentions, indicating that friendly and helpful employees can please customers and enhance their satisfaction level and also induce positive post-purchase intentions of consumers. Regarding the CSR of “Children Are Us Bakeries and Restaurants” sheltered employment institutions, the analysis reveals a statistical significance: the greater customer satisfaction of CSR, the higher the post-purchase intention. In addition, in the work, paired-sample t test analysis reveals there is a significant difference (p < .05) in service quality and CSR in terms of “perceived” and “expected” responses. In summary, since those with intellectual disabilities usually are enthusiastic at work and do their best to provide good service and execute CSR well, the value of sheltered employment institutions establishments should be recognized by all should receive continued support and there should be a willingness to hire these intellectually disabled citizens.
Relation:	RESEARCH IN DEVELOPMENTAL DISABILITIES
Appears in Collections:	[Department of Leisure and Recreation Management] Journal Article

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