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論文名稱(外文):A Study of Relationships among Performance Ambiguity, Buyer Perception of Internal Environment, Supplier Communication Quality, Supplier Flexibility and Buyer Satisfaction of Services Purchasing: Examples of Restaurant and Hospitality Industry
口試委員(外文):Tung,Yu-ChuanYEH, JEN-YIN
外文關鍵詞:Performance AmbiguityBuyer Perception of Internal EnvironmentBuyer SatisfactionSupplier Communicate QualitySupplier Flexibility
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In the knowledge-intensive economy, many enterprises choose outsourcing in order to become more competitive and improve business performance. This study tries to find out the factors which will affect the performance of service outsourcing. We investigate the effect of product characteristics and the buyer perception of internal environment on buyer satisfaction, and then discuss that the supplier improve the situation through increase communicate quality and flexibility in the company. We use restaurant and hospitality industry as samples by questionnaires. We sent out totally 252 questionnaires and finally collected 207 valid samples. The findings in this study show that performance ambiguity and buyer perception of internal environment impact negatively on buyer satisfaction, and supplier flexibility has moderating effect to buyer perception of internal environment and buyer satisfaction. We hope our findings have the contributions to the practice.
目 錄
摘 要 i
致 謝 iii
目 錄 iv
表 目 錄 vi
圖 目 錄 viii
第壹章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 研究流程 3
第貳章 文獻探討 5
第一節 代理理論 5
第二節 服務外包的績效 9
第三節 績效模糊性 11
第四節 內部環境不確定性 15
第五節 溝通品質 18
第六節 彈性 22
第七節 各研究變項關係之推論 25
第參章 研究方法 31
第一節 研究架構 31
第二節 研究假說 32
第三節 研究變項之操作性定義與衡量工具 33
第四節 研究對象與資料收集 40
第五節 資料分析方法 41
第肆章 研究結果 43
第一節 問卷樣本之描述性統計 43
第二節 各研究構面之因素分析與信度分析 47
第三節 樣本檢定與相關分析 53
第四節 迴歸分析 56
第五節 研究假說之驗證 59
第伍章 結論與建議 60
第一節 研究結論 60
第二節 學術貢獻與管理意涵 61
第三節 研究限制與建議 63
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