臺灣博碩士論文加值系統

摘 要
面對日益劇烈的競爭環境，顧客需求不僅趨向異質化的發展，亦不斷在改變，而企業所掌握的資源卻非常有限。本研究試圖建構一套差異化的物流服務模式，提供企業從物流服務的角度思考如何掌握顧客的需求，找出優劣勢，並結合績效評估與服務品質改善的流程，將企業有限的資源投注在最重要的地方，而能保有持續性的競爭優勢。
本研究之差異化物流服務模式建構主要可分為六階段：（一）相關文獻的蒐集與探討；（二）目標行銷概念引導模式之形成；（三）透過績效評估了解客戶需求與企業的績效表現及主要競爭者績效表現；（四）利用績效評估分析與競爭定位分析了解企業表現與客戶需求的落差以及找出企業競爭優劣勢；（五）利用時間成本分析協助企業決定各個服務項目改善的優先順序，做為有限資源下的決策參考；（六）透過個案說明驗證模式的可行性。
本研究以客戶需求為基礎的物流服務策略，較企業主觀訂定物流服務策略發展方向的方式來的客觀，也較接近實際的狀況，唯獨資料的取得必須兼顧正確性與時效性。研究結果顯示，在資料具備正確性及時效性的前提下，應用本模式之系統性的流程，確實可以提供企業做為有限資源下，透過物流服務的差異化而達到掌握競爭優勢的參考。

目 錄
摘要…………………………………..………………………………… Ⅰ
誌謝…………………………………..………………………………… Ⅱ
目錄……………………………………..……………………………… Ⅲ
圖目錄…………………………………..……………………………… Ⅵ
表目錄…………………………………..……………………………… Ⅷ
第一章 緒論……………………………….………..……………………1
第一節 研究動機與目的……………….…...……………………...1
第二節 研究方法與架構…………...….…………………………...3
第三節 研究範圍與流程…………...….…………………………...5
第四節 研究限制…………...………….…………………………...7
第二章 文獻探討…………………..……….……………………………8
第一節 目標行銷概念與差異化物流服務…....…………………...8
一、市場區隔……………….…………….………………..…....9
二、選擇目標市場…………………………...…………………..11
三、市場定位…………………………………...………………..12
第二節 物流服務與績效相關文獻探討…...……………..……….13
一、物流之定義………………………………………...…….….13
二、物流績效之定義…………………………………...………..14
三、物流服務之定義……………………………………...……..15
四、物流與企業績效……………………………………....…….17
五、影響物流績效的因素….…………………………...……….18
第三節 物流服務績效衡量與評估方法之探討…...……..……….18
第四節 物流服務績效指標建立之探討………...………..……….20
一、建立績效指標的步驟……………………….……..….…….20
二、優良績效指標應具備的條件……………….……..….…….20
三、常用的物流績效指標………………………………....…….21
第五節 物流服務模式建構相關文獻探討…………………....……27
第三章 差異化物流服務模式建構………………………………..…..31
第一節 模式概念形成…………...…………………………..…….32
第二節 物流服務績效評估…………...…………………..……….33
一、物流服務績效指標之建立……….…………………...…….34
二、物流服務績效指標之衡量與評估.…………………...…….35
第三節 客戶分群管理……………...………………………..…….37
第四節 物流決策分析與改善活動…………...……………..…….38
一、績效評估分析………………….………………………...….39
二、競爭定位分析…………………….……………………...….44
第五節 物流服務品質改善之時間成本分析…………...……..….46
第六節 差異化服務模式建立…………...……………………..….49
第四章 模式應用…………………………………..…………………..51
第一節 問卷設計…………...……………………………….….….51
第二節 資料分析…………...…………………………………..….53
一、客戶物流需求調查與物流服務績效評估…….……...…….53
二、客戶分群…………………….…………………………...….54
三、績效評估分析與競爭定位分析………….……………...….55
四、物流服務品質改善計劃---時間成本分析……….….……..70
第三節 結論與模式應用建議…………………………………......74
第五章 結論與建議………………………………..…………………..76
第一節 結論…………...………………………………………..….76
第二節 研究貢獻…………...…………………………………..….77
第三節 後續研究建議…………...………………………..……….78
參考文獻………………………………………………………….……..79
附錄一…………………………………………………………….……..84
附錄二…………………………………………………………….……..90
附錄三…………………………………………………………….…..…95
附錄四…………………………………………………………….……..96

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