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研究生:林敏益
研究生(外文):Ming-Yi Lin
論文名稱:生活服務類連鎖體系關鍵成功因素之研究—以資源基礎理論為實證
論文名稱(外文):Key Success Factors of Chain Stores in Living Services--- Empirical Analysis of Resource- Based Theory
指導教授:林清河林清河引用關係耿伯文耿伯文引用關係
指導教授(外文):Ching-Ho LinBorwen Kreng
學位類別:碩士
校院名稱:國立成功大學
系所名稱:高階管理碩士在職專班
學門:商業及管理學門
學類:其他商業及管理學類
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:125
中文關鍵詞:連鎖加盟連鎖體系資源基礎理論關鍵成功因素核心資源
外文關鍵詞:chain store industryfranchise chainresource-based theorycore resourcekey success factors
相關次數:
  • 被引用被引用:35
  • 點閱點閱:1148
  • 評分評分:
  • 下載下載:362
  • 收藏至我的研究室書目清單書目收藏:13
  在經濟發展過程中,臺灣和許多國家一樣地由典型的農業→工業→服務業為主的經濟結構大轉變,改變了國人的生活型態及新的消費趨勢,因此我政府全面推動新商業模式與休閒活動服務業的發展,並引導產業進入資訊化、網路化、自由化及連鎖化的時代,連鎖加盟的商潮,已成為目前創業的主流。目前台灣的連鎖體系以零售業、餐飲業及生活服務類三大類為主,而生活服務類是連鎖體系最新興的業種也發展最為迅速。
  本研究以連鎖體系生活服務類作為研究標的,第一階段由生活服務類中選取12家具有代表性的連鎖體系共113店之店長訪填專家問卷,進行7大衡量構面56項連鎖體系經營要件(評估準則)之因素分析,萃取出7大構面41項連鎖體系經營管理的關鍵成功因素,第二階段選7家連鎖體系共13位高階主管(副總經理級)訪填專家問卷,運用層級分析法(AHP)探討關鍵成功因素之重要性暨其優先次序。
實證結果顯示:
1. 在AHP架構第二層衡量構面中重要性依序為(1)立地條件(2)連鎖總部的能力(3)顧客服務(4)行銷策略規劃(5)經營規劃運作(6)營業設計(7)組織文化與能力;受訪的專家一致認為生活服務類連鎖體系之關健成功因素,以「立地條件」最為重要,其權重為0.301,遠遠超過其他評估指標。
2. 在AHP研究架構第三層之評估準則中,前五項權重超過或將近0.05的重要性排序分別為(1)消費習慣與能力(2)人口數量統計(3)停車方便性(4)設計符合顧客需要的服務流程(5)總部教育訓練和支援能力;受訪的專家一致認為必須針對「消費習慣與能力」作為生活服務類連鎖體系的最重要發展方向。
  本研究對實務上之貢獻: 41個經營管理之關鍵成功因素依重要性排序的結果,可提供給國內生活服務類連鎖體系業者經營參考的方向。
 Taiwan and manay countries have drastically transferred the economic structures from the typical agriculture to the industrialization, then to the service. Ours life-styles and new consumption trends also change. Therefore, the R.O.C government has promoted some new business-models and leisure services .The government also leads the industrial structure into the age of information, web, liberalization. The franchise chain has become the major starting business in Taiwan.It can divide into three parts: retails, restaurants and chain stores. and chain stores of living services are the latest and popular business.
 The study focused on chain stores of living services in Taiwan.The first step was to design experts′ questionnaires which includs seven measure structures and fifty-six items for factor analysis.There were twelve major chain stores and one hundred thirteen managers surveyed.Then we extracted seven measure structures and forty-one items among the result.Second, we selected seven chain stores and thirteen executives (vice presidents) to answer questionnaires.Then,we used analytic hierarchy process(AHP) to get KSFs of the importance and priority order.
The results of the study is showed as follows.
1. The order of importance in AHP’s second layer structure is :(1) the location,(2) the ability of franchse headquarters,(3) customer services,(4) market strategic planning, (5) running plan, (6) business designing, and(7) organizational culture and ability.All managers and executives agree that“the location”of chain stores in living services is most important KSFs.which weights is 0.301.
2. The order of importance in AHP’s three layer structure, the first former five items exceeding or nearly equal to 0.05 is: (1) consumers' ability ,(2) concernig statistics of population, (3) parking convenience, (4) service process designed for customers′ needs,and(5) training programs and supports ability of franchise headquarters. All managers and executives agree that“consumers’ ability”is most important in the developing direction.
 This study contributes practically forty-one KSFs of business management that orderd by their importance.
According to the result, we recommend some suggestions to chain stores of living services in Taiwan
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 研究範圍與對象…………………………………………………3
第四節 研究流程 4
第五節 論文架構 6
第二章 文獻探討 7
第一節 連鎖體系 7
一、連鎖體系的定義 7
二、連鎖體系的分類 8
三、台灣目前連鎖體系的發展狀況 13
第二節 資源基礎理論 20
一、資源基礎理論的發展 20
二、資源基礎理論的內涵 24
第三節 核心資源 25
一、核心資源的定義與內涵 25
二、核心資源vs關鍵成功因素 28
第四節 連鎖體系的核心資源 32
第五節 關鍵成功因素的研究方法……………………………………..36
第六節 文獻探討彙整 39
第七節 構面操作性定義………………………………………………..44
第三章 研究方法 47
第一節 研究架構 47
第二節 研究方法 48
一、因素分析法……………………………………………………48
二、層級分析程序法(AHP)……………………………………….49
第三節 研究設計 55
一、研究指標 55
二、因素分析問卷設計 56
三、因素分析問卷回收……………………………………………58
四、因素分析結果…………………………………………………59
五、信度檢定………………………………………………………62
六、層級分析程序法(AHP)之研究架構………………………….64
七、層級分析程序法(AHP)問卷設計…………………………….67
八、層級分析程序法(AHP)問卷回收…………………………… 71
第四章 研究結果分析………………………………………………………..72
第一節 AHP第二層評估分析………………………………………….73
第二節 AHP第三層評估分析………………………………………….74
一、組織文化與能力 ……………………………………………..74
二、經營規劃運作…………………………………………………75
三、行銷策略規劃…………………………………………………76
四、連鎖總部的能力………………………………………………77
五、顧客服務………………………………………………………78
六、營業設計………………………………………………………79
七、立地條件………………………………………………………80
第三節 AHP整體評鑑指標…………………………………………….82
第五章 結論與建議…………………………………………………………..84
第一節 結論……………………………………………………………..84
第二節 研究貢獻………………………………………………………..86
一、對學術界的貢獻………………………………………………86
二、對實務界的貢獻………………………………………………87
第三節 建議……………………………………………………………..89
一、對實務界的建議………………………………………………89
二、對後續研究的建議…………………………………………....89
第四節 研究限制………………………………………………………..91
一、實證研究方法的限制…………………………………………91
二、填答人員的限制………………………………………………91
三、樣本數的限制…………………………………………………91
參考文獻 92
中文文獻 92
英文文獻 95
附件一 生活服務類連鎖體系的經營成功因素之論文--因素分析問卷…101
附件二 訪問連鎖企業之專家問卷名單(總部企劃或店主)--因素分析…105
附件三 生活服務類連鎖體系的關鍵成功因素之論文--AHP問卷…….110
附件四 訪問連鎖企業之專家問卷名單 (高階主管)--AHP分析………124
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