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研究生:張恆華
研究生(外文):Heng-Hua Chang
論文名稱:專業型獨立契約者之「接案知識特性」、「與顧客關係連結程度」及「溝通品質」關係之研究
論文名稱(外文):The Relationship among Knowledge Characteristics of Cases, Customer Relationships, and Communication Quality of Professional Independent Contractor.
指導教授:夏侯欣鵬夏侯欣鵬引用關係熊欣華熊欣華引用關係
指導教授(外文):Hsin-Peng Shiah-HouHsin-Hua Hsiung
學位類別:碩士
校院名稱:輔仁大學
系所名稱:管理學研究所
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:2005
畢業學年度:93
語文別:中文
論文頁數:118
中文關鍵詞:專業型獨立契約者接案知識特性與顧客關係連結溝通品質
外文關鍵詞:Professional Independent Contractor(PIC)Knowledge Characteristics of CasesCustomer RelationshipsCommunication Quality
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近年來企業為因應環境變化,逐漸將部份工作交由擁有專精技術的暫時工作者完成。而過去的研究多以委外組織之觀點出發,較少以承接組織委外活動的暫時工作者為出發點。而專業型獨立契約者(professional independent contractor, PIC)依據每次與接單之顧客公司所訂的契約,執行其所派遣之工作任務,並且能夠獨立完成一切程序,為暫時人力中具有專業知識、技術,程度相當於專家地位的工作者。
專業型獨立契約者本身並無專屬之組織,且與其顧客乃具有直接的利害關係,故與顧客間的互動為專案成敗及雙方關係好壞的重要因素,因此本研究針對專業型獨立契約者在承接專案時,與顧客間的互動進行研究,研究目的有三:(1) 探討專業型獨立契約者所承接之不同專案的知識特性及顧客關係連結之關係。(2) 探討專業型獨立契約者與顧客關係連結及溝通品質之關係。(3) 探討專業型獨立契約者的個人經驗對專案知識特性及顧客關係連結間關係之影響。
本研究除針對My Case 專案委外中心的專職SOHO對象,透過電子郵件傳送方式寄發問卷外,亦以原網站為基礎,請該站會員代尋找合適的樣本,進行雪球抽樣。
研究結果顯示,不同專案知識特性對於專業型獨立契約者與顧客間的連結程度,皆有顯著正向的影響。而除與顧客間的溝通頻率對雙方溝通品質具顯著正向影響外,與顧客溝通的層級、層級數則對雙方溝通頻率具顯著反向的影響。另外,專業型獨立契約者的個人經驗對於專案知識特性及與顧客關係連結程度間的關係之影響不大,顯示其中可能尚有其他干擾因素存在。最後,本研究針對研究限制與建議研究提出幾點論述,供後續研究者作為參考。
Due to the rapidly changing environment, companies try to reduce their costs by downsizing and using specialized contingent workers to meet company needs. This situation also brings out the “professional independent contractor (PIC)” who independently executes the tasks and all the procedures which the company assigns, based on each contract with different customers. The PICs have the professional knowledge and skills, and work as experts.
PICs do not belong to any specific company, and they contact with their customers directly. Thus, it is important for PICs to have appropriate interactions with the customers. To explore this topic, the purpose of this paper is to determine the following: (1) Will the PIC’s different knowledge characteristics of cases influence the customer relationships among PIC and his/her customer? (2) Will the different customer relationships influence the communication quality? (3) Will the relationship between PIC’s knowledge characteristics and customer relationships be interrupted because of the difference of personal experience?
The empirical study was based on data collected from SOHOs of My Job Project Outsourcing Web through E-mail. Empirical findings support that the PIC’s knowledge characteristics of cases will positively influence customer relationships; the customer relationships will positively or negatively influence the communication quality. But the personal experience is not significant to influence the relationship between PIC’s knowledge characteristics of cases and the customer relationship.
目錄 I
圖目錄 III
表目錄 IV
第壹章、緒論 1
一、研究動機 1
二、研究目的與問題 4
三、研究範圍與對象 6
四、研究流程 7

第貳章、文獻探討 9
一、暫時工作者 9
二、知識基礎論 16
三、網絡理論、溝通理論 27
四、個人經驗 34

第參章、研究方法 35
一、研究架構之建立 35
二、研究假說與推論 37
三、研究樣本 45
四、研究變項定義、衡量與問卷設計 46
五、資料蒐集與分析方法 58



第肆章、研究結果 61
一、問卷回收與信效度分析 61
二、樣本描述 65
三、假說驗證 71

第伍章、結論與建議 89
一、研究結論 89
二、研究涵意與建議 98
三、研究限制 104

參考文獻 105
附錄、研究問卷 114
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