論文摘要內容：
顧客關係品質近年來很多研究開始注意，探討顧客關係品質層面過去的研究比較著重在顧客滿意度、顧客忠誠度上。較少研究針對服務人員流動率、知識流失去思考。顧客關係品質過程裡服務人員是第一線的員工，某種程度上對顧客關係品質上會有潛在的影響。此外服務人員與顧客關係互動，會隨著服務人員的流失，知識就會隨著他們離開而流失。本研究的目的主要就前述去探討對顧客關係品質的影響，進一步探討忠誠度最終的影響效果。
因此如何與顧客維持良好關係並提昇顧客忠誠度，成為企業經營成敗關鍵因素。若能有效提昇顧客對服務業的忠誠，當該服務人員離職時，將能減少伴隨服務人員離職所造成的顧客流失，進而減輕對服務業的損失，因此最終顧客的忠誠度傾向是值得探討的。
本研究以服務業的服務人員之顧客為對象，研究服務人員流動率、服務知識流失、顧客關係品質、及顧客忠誠度等構面相互之影響，並利用AMOS 統計軟體加以驗證分析。

研究發現：
一、「服務人員流動率」對「服務知識外化過程的知識流失」有正向顯著影
響。
二、「服務人員流動率」對「服務知識內化過程的知識流失」有正向顯著影
響。
三、「服務人員流動率」對「顧客關係品質」有負向顯著影響。
四、「服務知識外化過程的知識流失」對「顧客關係品質」有負向顯著影
響。
五、「服務知識內化過程的知識流失」對「顧客關係品質」有負向顯著影
響。
六、「服務知識外化過程的知識流失」對「服務人員流動率」與「顧客關係
品質」的關係有顯著干擾的效果。
七、「服務知識內化過程的知識流失」對「服務人員流動率」與「顧客關係品
質」的關係有顯著干擾的效果。
八、「顧客關係品質」對「顧客忠誠度」有正向顯著影響。

本研究主要在瞭解服務人員流動率與服務知識流失、顧客關係品質、顧客忠誠度間的前因變數及結果變項及因果模式。

Abstract
In recent years, there have been many researches about “Customers Relationship Quality”. Most of them were concerned about customers Relationship Quality satisfaction and customer loyalty instead of taking care of “The relationship among turn over rate” and “Knowledge loss”.
Customer service personnel, in a certain extent, have their potential influence on customer relationship quality because they always stand on the first line to face customers. In addition, a good relation quality with customers will flow away along with the brain-drain and the professional knowledge as well. The purpose of this research is to discuss the influence of customer relationship quality according to forecited contention; and further, the effect of loyalty influence will be discussed then.
In service industry, service quality is as a mirror of customers’ evaluation. The running of the relationship with customers is the major wealth for a business. For this reason, how to keep a friendly relation to raise customers’ loyalty is a key point of success or failure. If a business can effectively increase the loyalty of customers, the lost of customers which caused by employees’ leaving can be reduced.
In this study, customers are the main object to discuss with the influence on mutual relations with “The relationship among turn over rate”, “Knowledge loss”,“Customer relationship quality”, and “Customer loyalty”; furthermore, “SPSS Amos” is applied to verify this research.

Results:
I. “The relationship among turn over rate” has its
positive influence to “Knowledge Lost of Explicit
Knowledge”.
II. “The relationship among turn over rate” has its
positive influence to “Knowledge Lost of Tacit
Knowledge”.
III.“The relationship among turn over rate” has its
negative influence to “Customer relationship quality”.
IV. “Knowledge Lost of Explicit Knowledge” has its negative
influence to “Customer relationship quality”.
V. “Knowledge Lost of Tacit Knowledge” has its negative
influence to “Customer relationship quality”.
VI. “Knowledge Lost of Explicit Knowledge” has obvious
interruption to “The relationship among turn over
rate” and “Customer relationship quality”.
VII.“Knowledge Lost of Tacit Knowledge” has obvious
interruption to “The relationship among turn over
rate” and “Customer relationship quality”.
VIII.“Customer relationship quality” has its positive
influence to “Customer loyalty”.

This research is to realize that predictor variable, outcome variable, and “cause and effect of “The relationship among turn over rate”, “Knowledge loss”,“Customer relationship quality”, and “Customer loyalty”.

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