臺灣博碩士論文加值系統

本研究以經銷商為中心，探討通訊市場中，供應商與經銷商在面對服務失誤的過程中，實質補救能力與供應商支援之間的關係。本研究藉由問卷調查法搜集到400份臺灣通訊市場經銷商的樣本，利用LISREL進行實證分析，獲得下列結果：(1) 供應商通路管理政策與企業公開承諾的協助，將有助於經銷商在服務失誤時的實質補救能力；(2)供應商企業公開承諾對於供應商通路管理政策具有正向影響；(3)經銷商在服務失誤時的實質補救能力對於經銷商對供應商的滿意程度具有正向影響。

This study, focus on the agent, explores how the suppliers and agents face service failure in the Telecom market. And, we also explore the relationship between agents’ tangible service recovery to service failure and suppliers’ support. Collecting 400 Telecom agents’ samples of Taiwanese firms through survey and analyzing with LISREL, this study concludes that: (1)Supplier Channel Management Policy and Corporation Public Commitment positively influences Agent Tangible Service Recovery. (2) Supplier Corporation Public Commitment positively influences Supplier Channel Management Policy. (3) The agent Tangible Service Recovery positively influences Agent Satisfaction to Supplier’s support.

第一章 緒論 1
第一節 研究背景 1
第二節 研究動機 3
第三節 研究問題與目的 5
第四節 研究流程 6
第二章 文獻探討 7
第一節 實質補救能力 7
第二節 經銷商實質補救能力的前置因素 13
第三節 經銷商實質補救能力的後果因素 20
第三章 研究方法 22
第一節 研究架構 22
第二節 研究衡量 23
第三節 研究設計 28
第四節 問卷調查過程 30
第五節 資料分析方法 31
第四章 結果與討論 32
第一節 樣本特性分析 32
第二節 衡量式評估 34
第三節 模式適合度分析 42
第四節 結構式路徑係數檢定 43
第五章 結論與建議 44
參考文獻 47
附錄 一 本研究問卷 56

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