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研究生:蘇芳儀
研究生(外文):SU,FANG-YI
論文名稱:服務採購之績效模糊性、買方內部環境不確定性、賣方溝通品質、賣方彈性與買方滿意度之研究-以餐飲住宿業為例
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
指導教授:許淑寬許淑寬引用關係
指導教授(外文):Hsu,Shu-Kuan
口試委員:董玉娟葉貞吟
口試委員(外文):Tung,Yu-ChuanYEH, JEN-YIN
口試日期:2016-06-16
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:人力資源發展系碩士班
學門:商業及管理學門
學類:其他商業及管理學類
論文出版年:2016
畢業學年度:104
語文別:中文
論文頁數:90
中文關鍵詞:買方滿意度服務績效績效模糊性買方內部環境不確定性賣方溝通品質賣方彈性
外文關鍵詞:Performance AmbiguityBuyer Perception of Internal EnvironmentBuyer SatisfactionSupplier Communicate QualitySupplier Flexibility
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在知識密集的經濟型態下,許多企業為具競爭力且提高營運績效而選擇將非競爭力的活動委外進行,本研究欲瞭解哪些因素會影響企業外包的整體績效。本研究旨在探討產品特性與買方內部環境不確定性對買方滿意度的影響,另也探討賣方是否能透過提高溝通品質和彈性來改善上述情況。本研究採實證研究之問卷調查,以餐飲住宿業為研究樣本,並以服務採購項目做為分析單位,共發出252份問卷,有效回收問卷為207份。經研究分析後,發現績效模糊性與買方內部環境不確定性對買方滿意度皆具有負向影響,而賣方彈性對買方內部環境不確定性與買方滿意度之關係具有調節作用,冀望研究結果能對實務有所貢獻。
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
ABSTRACT ii
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
參考文獻 64
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