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研究生:李淑貞
研究生(外文):Lee, Shu-Chen
論文名稱:顧客參與對服務人員服務努力影響之研究
論文名稱(外文):The Effect of Customer Participation on Service Providers’ Service Effort
指導教授:謝安田謝安田引用關係
指導教授(外文):Hsieh, An-Tien
口試委員:陳厚銘柯勝揮謝安田賴素鈴林彩梅
口試委員(外文):Chen, HominKo, Sheng-HueiHsieh, An-TienLai, Sue-LingLin, Tsai-Mei
口試日期:2016-05-22
學位類別:博士
校院名稱:中國文化大學
系所名稱:國際企業管理學系
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2016
畢業學年度:104
語文別:中文
論文頁數:102
中文關鍵詞:顧客參與服務努力顧客監督正面情緒
外文關鍵詞:customer participationservice effortscustomer supervisorpositive emotions
相關次數:
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  • 下載下載:14
  • 收藏至我的研究室書目清單書目收藏:1
  本研究以台灣美髪師做母體,郵寄450份問卷,回收381份,364份有效。依此衡量服務過程,顧客參與是否提高服務努力。
  本研究採用實地調查之研究,藉理論推導及實證驗證,闡述顧客參與與服務努力之間心理層面的關係,是直接影響或透過中介影響;釐清顧客監督的外在期望;正面情緒的內在認知之中介影響效果;確認其解釋機制,進一步建構管理機制,提升服務品質。研究目的包括探討:顧客參與與服務努力之關係、顧客參與與顧客監督之關係、顧客監督與服務努力之關係、顧客監督對顧客參與與服務努力之關係、顧客參與與正面情緒之關係、正面情緒與服務人員服務努力之關係、正面情緒對顧客參與與服務努力之關係。
  研究結果顯示,顧客參與不會直接影響服務努力,需透過顧客監督的外在期望,及服務人員正面情緒間接影響服務努力。
  研究貢獻有三,一為釐清顧客參與不直接引起服務努力,需藉顧客監督、正面情緒之中介影響服務努力。二為以心理層面,闡釋顧客參與對服務努力的管理路徑及解釋機制,三是將顧客參與納入管理流程,建立管理機制,提升服務努力建構競爭優勢。

  In this study, 450 questionnaires were mailed to the sampled hair designers in Taiwan that is the research population, 381 responses were received with 364 validity questionnaires. The collected data was used to measure whether customer participation can improve the service's efforts or not.
  By adopting field survey as research design, and through both theoretical derivation and empirical test in the service delivery process, the relationship that customer participation influence service's efforts were explored on psychological level. The influence effect is directing or mediating by mediating variables. The mediating effect for both the outside expectation of customer supervisor and the inside positive emotions of service people were clarified. The mechanism of explanation was clarified. Then, the mechanism of management was constructed, and the quality of service was improved.
  Study objectives including to investigate the relationship between customer participation and service efforts, to investigate the relationship between customer participation with customer supervise, to investigate the relationship between customer supervision and service efforts, to explore the the relationship between customer supervision on customer participation and service efforts, to investigate the relationship between customer participation and service provider’s positive emotions, to investigate the relationship between positive emotions and service effort, to explore the relationship between positive emotions on customer participation and service effort.
  The main finding of this research shows that customer participation does not influence on service's efforts directly, but through the outside expectation of customer supervisor, and the positive emotion of service people as mediating variable indirectly affecting service's efforts.
  There are three contributions of this study. First contribution is clarify that customer participation will not lead to service's efforts directly. But through the customer supervisor and positive emotions as mediate variable indirectly affecting service's efforts. Second contribution is thoroughly investigating the psychological level on mediating variable, this study fully interpret the management path from customer participation to service's effort and its explanation mechanism. Third contribution is brings the issue of customer participation into the process of management, that help to establish a good management mechanism and improving service efforts. That also constructs the competitive advantage.

中文摘要 .................... iii
英文摘要 .................... iv
誌謝辭  .................... vi
內容目錄 .................... vii
表目錄  .................... ix
圖目錄  .................... x
第一章  緒論.................. 1
  第一節  研究背景與動機........... 1
  第二節  研究問題與目的........... 4
第三節  理論架構.............. 6
第四節  研究重要性............. 7
第五節  研究範圍.............. 8
第二章  文獻探討與研究假設........... 9
第一節  顧客參與對服務努力的影響...... 9
第二節  顧客參與對顧客監督的影響...... 17
第三節  顧客監督對服務努力的影響...... 24
第四節  顧客參與對正面情緒的影響...... 26
第五節  正面情緒對服務努力的影響...... 28
第六節  控制變數對服務努力之影響...... 29
第七節  研究假設.............. 31
第三章  研究方法................ 39
  第一節  研究設計.............. 39
第二節  資料蒐集研究抽樣.......... 39
  第三節  變數衡量.............. 42
第四節  資料處理方法與分析......... 44
第四章  研究結果................ 52
第一節  樣本資料分析............ 52
第二節  構念題項填答結果可分析性分析.... 53
第三節  變數問卷題項刪減.......... 57
  第四節  研究變數各題項之信度分析...... 59
第五節  各變數之相關分析.......... 60
第六節  研究變數之測量效度分析....... 60
第七節  本研究之結構模式檢定........ 62
  第八節  本研究中介假設檢定......... 67
第九節  控制變數對顧客參與與服務努力之影響. 68
第五章  結論與建議............... 69
第一節  研究結論.............. 69
第二節  管理意涵與理論貢獻......... 73
第三節  實務建議.............. 74
第四節  研究限制與後續研究建議....... 75
參考文獻   .................. 77
附錄 問卷  .................. 101

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