A Study on the Effect of Employment Service Encounter with the Relationship Quality as a Mediator on the Word-of-mouth

DOI

10.2991/emle-17.2017.16How to use a DOI?

Keywords

employment service; service encounter; relationship quality; word-of-mouth

Abstract

In the current employment market, with the rise of the job banks, members of the employment service systems are diversified and face fierce competition. In order to stand out in the job market, one must be committed to improving service quality and promptly establishing a positive reputation via social networks and customers' word of mouth. This study explores the effects of employment service encounters on service reputation by using relationship quality as an indicator. According to Blau's social exchange theory (1964), and the concept of relationship quality is divided into two types: quality of economic exchange-based and quality of social exchange-based relationships. An assessment of service quality was conducted using customer satisfaction, trust, and service commitment as assessment indicators. This study based on the general public who has more than three job-seekers in Taiwan, uses SPSS 20.0 and AMOS 20.0 to verify the analysis. Finally, it gives some policy recommendations accordingly.

Copyright

© 2017, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Xicong Zheng
PY  - 2017/12
DA  - 2017/12
TI  - A Study on the Effect of Employment Service Encounter with the Relationship Quality as a Mediator on the Word-of-mouth
BT  - Proceedings of the 3rd International Conference on Economics, Management, Law and Education (EMLE 2017)
PB  - Atlantis Press
SP  - 65
EP  - 76
SN  - 2352-5428
UR  - https://doi.org/10.2991/emle-17.2017.16
DO  - 10.2991/emle-17.2017.16
ID  - Zheng2017/12
ER  -