臺灣博碩士論文加值系統

越來越多的企業使用顧客參與以創造顧客價值並提高顧客滿意度，然而顧客參與卻有降低員工價值進而傷害員工滿意度之虞。過去鮮少研究將其一併討論，因此本研究將綜合分析顧客參與對於顧客價值與員工價值的影響效果。
本研究以紙本問卷方式進行調查，以高雄市各美髮沙龍業第一線員工與顧客為研究對象，蒐集408份有效樣本後，以階層迴歸分析方法進行實證研究。研究結果顯示：(1) 顧客經濟價值、顧客關係價值和顧客體驗價值對顧客參與對顧客滿意度的影響具有中介效果。(2) 員工工作壓力對顧客參與對員工工作滿意度的影響具有中介效果。

More and more enterprises have introduced customer participation as a tool for creating customer value and increasing customer satisfaction. The reality of reducing employee value and thus an injury to the employee satisfaction, however, should at the very least give pause for thought. There is less past research on discussing these two different effects together, and therefore this study analyzed the manifestations of customer participation on customer value and employee value comprehensively.
Four hundred and eight front-line employees and customers of the salon industry in Kaohsiung completed the questionnaire. The quantitative analysis of the questionnaires was conducted by using the SPSS System through the hierarchical regression and other related statistical methods.
Results show (1) Customer economic value, customer relational value or customer experiential value has mediating effect on customer participation and customer satisfaction; (2) Employees job stress has mediating effect on customer participation and employee job satisfaction.

第一章 緒論1
第一節 研究背景與動機1
第二節 問題陳述與研究目的2
第三節 研究流程3
第二章 文獻探討6
第一節 顧客參與6
第二節 價值創造對滿意度的影響7
第三節 顧客參與的價值創造8
第三章 研究方法11
第一節 研究架構與假說11
第二節 研究變項操作型定義與衡量13
第三節 研究設計15
第四節 資料分析方法15
第四章 研究結果與討論17
第一節 樣本結構分析17
第二節 信效度分析21
第三節 假說檢定與驗證30
第五章 結論與建議34
第一節 研究結論34
第二節 研究貢獻35
第三節 研究限制與後續研究建議36
參考文獻37
中文部份37
英文部分37
附錄A-顧客46
附錄B-員工50
表次
表4–1 問卷樣本之基本資料-顧客18
表4–2 問卷樣本之基本資料-員工19
表4–3 信度分析22
表4–4 顧客參與之KMO與因素分析23
表4–5 顧客經濟價值之KMO與因素分析24
表4–6 顧客關係價值之KMO與因素分析24
表4–7 顧客體驗價值之KMO與因素分析25
表4–8 顧客滿意度之KMO與因素分析25
表4–9 員工顧客參與認知之KMO與因素分析26
表4–10 員工工作壓力與之KMO與因素分析27
表4–11 員工關係價值之KMO與因素分析28
表4–12 員工工作滿意度之KMO與因素分析28
表4–13 測量尺度整理總表29
表4–14 顧客經濟價值之中介效果分析31
表4–15 顧客關係價值之中介效果分析32
表4–16 顧客體驗價值之中介效果分析32
表4–17 員工工作壓力之中介效果分析33
表4–18 員工關係價值之中介效果分析33
表5–1 假說驗證結果整理表34
圖次
圖1-1 研究流程5
圖3-1 研究架構8

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