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研究生:張哲維
研究生(外文):Chang, Che-Wei
論文名稱:影響服務外包專案績效之交易前選擇因素探討
論文名稱(外文):Supplier Selection, Buyer Capability and Service Outsourcing Performance
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:71
中文關鍵詞:服務採購外包績效專業能力企業聲譽產品知識產業知識
外文關鍵詞:Service ProcurementOutsourcing PerformanceProfessional competenceCorporate ReputationKnowledge ProductIndustry knowledge
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服務經濟成長迅速,市場漸漸走向專業分工,企業進行服務採購已變成必須面對的課題。企業透過外部專業能力的協助,可降低內部開發、營運與人力成本,並藉此獲取更專業的能力以及較佳的績效表現。從代理理論切入,買方與服務供應商在代理交易上存在資訊不對稱等風險,且企業對服務採購較不容易在交易前量化績效指標,造成選擇供應商上存在極大的風險。本研究以訊號理論與資源基礎論做為理論依據,將賣方專業能力與賣方企業聲譽做為賣方訊號,買方則藉由專業知識與產業知識的調節做為買方判別之能力,討論對於服務外包績效的影響。本研究針對餐飲與飯店業服務採購人員進行問卷調查,共計發放252份,有效樣本207份。實證研究發現,服務供應商專業能力與企業聲譽均會對外包績效產生影響,而買方產業知識與產品知識能對賣方所發出訊號進行判別,正向調節其對於外包績效之效果。買方可透服務供應商專業能力與企業聲譽做為預測外包績效的重要指標,因此買方在服務採購時,可強化該採購領域之產品知識或產業知識能力,做為判別賣方訊號依據,做出更準確的選擇,進而提升整體外包績效。
Due to the rapid growth of service economy, the market has perpetually walked on the path of Professional Service. Service purchasing had become a vital and necessary topic that companies need to face with. Through supplier’s professional competence, buyer companies could lower the cost and obtain the competitive advantage. According to Agency Theory, there is a risk of information asymmetry that exists between the buyers and the service suppliers. The study is based on the signal theory and the resource-based view. It has had the professional competence and corporate reputation as the signal for the suppliers, and has had professional and productive knowledge as a buyer's ability to discern. We use the restaurant and hospitality industry as samples by questionnaires, and sent out totally 252 questionnaires, and finally collected 207 valid samples. The findings in this study show that professional competence and corporate reputation impact positive on performance, and buyer's industry-knowledge and product-knowledge have moderating effects to these relationships. Through professional competence and corporate reputation as index that buyers can predict the service outsourcing performance which can be an important target easily. Also, buyer firm can improve the industry-knowledge and product-knowledge to select service supplier for superior outsourcing performance.
目錄
ABSTRACT IV
第壹章 緒論 1
第一節研究背景與動機 1
第二節研究目的與問題 3
第三節研究流程 3
第貳章 文獻回顧 5
第一節代理理論 5
第二節訊號理論 7
一、專業能力 8
二、企業聲譽 10
第三節資源基礎理論 13
一、產品知識 14
二、產業知識 18
第四節外包績效 20
第五節各變項之間的關係 22
第参章 研究方法 26
第一節研究架構 26
第二節研究假說 27
第三節研究變向之操作性定義 28
第四節研究對象與資料收集 32
第五節 資料分析方法 33
第肆章 實證分析 35
第一節樣本資料分析 35
第二節信效度與獨立樣本t檢定分析 40
第三節迴歸分析 51
第四節假說驗證 54
第伍章 結論與建議 55
第一節研究結論 55
第二節管理意涵與研究貢獻 56
第三節研究限制 58
參考文獻 60

表目錄
表2- 1代理理論核心概念 6
表2- 2產品知識相關研究 17
表2- 3產業知識之定義 19
表3-1專業力衡量題項 28
表3-2企業聲譽衡量題項 29
表3-3產品知識衡量題項 30
表3-4產業知識衡量題項 31
表3-5績效衡量題項 32
表4-1營業類別分佈表 35
表4-2企業規模分佈表 36
表4-3服務採購專案採購項目 36
表4-4採購專案重要程度表 37
表4-5同類型採購次數表 38
表4-6填寫人資料表 39
表4-7信度分析 40
表4- 8專業能力KMO與BARTLETT 41
表4- 9專業能力探索性因素分析表 42
表4- 10企業聲譽KMO與BARTLETT 42
表4- 11企業聲譽探索性因素分析表 42
表4- 12產品知識KMO與BARTLETT 43
表4- 13產品知識探索性因素分析表 43
表4- 14產業知識KMO與BARTLETT 44
表4- 15產業知識探索性因素分析表 44
表4- 16績效KMO與BARTLETT 45
表4- 17績效探索性因素分析表 45
表4- 18獨立樣本T檢定分析表 45
表4-19專業能力量表平均數與標準差 46
表4- 20企業聲譽量表平均數與標準差 46
表4- 21產品知識量表平均數與標準差 47
表4- 22產業知識量表平均數與標準差 48
表4- 23績效量表平均數與標準差 49
表4- 24構念之相關係數表 50
表4- 25迴歸分析表 52
表4- 26研究假說驗證結果 54

圖目錄
圖1-1研究流程圖 4
圖2-1FOMBRUN(1996) 賣方聲譽藍圖 11
圖3-1研究架構圖 26
圖4-1產品知識的交互效果圖 53
圖4-2產業知識的交互效果圖 53



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