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研究生:吳銘偉
研究生(外文):Ming-Wei Wu
論文名稱:社會資本對連鎖加盟體系服務績效之影響
論文名稱(外文):The influence of social capital on service performance in chain stores
指導教授:方世杰方世杰引用關係
指導教授(外文):Shih-Chieh Fang
學位類別:碩士
校院名稱:國立成功大學
系所名稱:企業管理學系碩博士班
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
畢業學年度:96
語文別:中文
論文頁數:100
中文關鍵詞:服務績效社會資本知識整合機制連鎖企業知識管理過程
外文關鍵詞:social capitalservice performancechain storeknowledge integration mechanismknowledge management processes
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在失業率高升的時代下,許多人都擁有創業的念頭,透過連鎖企業總公司提供完善的訓練和經營模式的移植,加盟業者也可以輕易的學會營運一家店,在許多人都想當老闆的情況下,加盟店的興起嚴然成為一種趨勢,而業主為了分散風險和擴大版圖,也都很歡迎創業者去加盟,在雙方都有意的情況下,加盟體系走向壯大之途。隨之而來的問題則是競爭激烈,現在加盟店的數目已經達到飽和狀態,服務品質的提升則為連鎖加盟業的發展重點,而如何透過加盟體系本身去蓄積知識、進而應用知識,成為所本研究欲探討的課題。
因此,本研究旨在探討連鎖企業對外和對內的網絡關係所蓄積而成的社會資本對於服務創新績效的影響效果,且瞭解知識整合機制究竟在知識應用上扮演何種角色,是否對組織績效產生正向的影響,期望能找出對組織績效有正向幫助的影響因素。
研究結果發現:(1)總公司、分公司所擁有的共同願景會正向影響服務創新績效;(2)連鎖加盟體系與合作夥伴/顧客所形成的結構鑲嵌能夠有效影響服務創新績效;(3)內部營運社會資本與外部網絡社會資本存在高度正相關;(4)知識整合機制對於社會資本與服務創新績效只具有部分調節效果。(5)知識管理過程對於社會資本與服務創新績效只具有部分調節效果。
Under the time when jobless rate keeps high, many people own a mind of start a business. The chain store provide perfect training and the transplantation of business model by the head office, people who become a member of the chain store can also easily learn to operate a store. Many people want to be the boss under this circumstance. The chain store is becoming a trend. Owners of chain stores for the sake of dispersion risk and extension landscape, so they welcome the enterpriser to become the member. Because of the reason, the chain store is becoming stronger. The following problem is the violent competition. Now the number of chain stores is up to saturation. So the promoting of service quality become important.
Consequently, this research topic want to understand the social capital which is stored up through internal and external network can affect the service innovation performance. And to understand what role the knowledge integration mechanism actually play? I want to know if knowledge integration mechanism has positive effect on firm performance.
The research outcome find that:(1)when the head office and branches have shared vision, this can has positive effect on service innovation performance;(2)The structural embeddedness which is formed by Chain stores and partners/customers will have positive effect on service innovation performance;(3)internal operate social capital and external network social capital have high positive correlation;(4)knowledge integration mechanism has some moderating effect between social capital and service innovation performance;(5)knowledge management processes has some moderating effect between social capital and service innovation performance.
摘要 I
Abstract II
誌謝 III
目錄 IV
第一章 緒論 1
第一節 研究動機 1
第二節 研究目的 3
第三節 研究流程 4
第二章 文獻探討 6
第一節 連鎖企業 6
第二節 社會資本理論 10
第三節 知識整合機制 23
第四節 知識管理過程 27
第五節 服務績效 29
第三章 研究方法 31
第一節 研究架構 31
第二節 研究假設 33
第三節 變數操作性定義與衡量 41
第四節 研究對象與抽樣設計、問卷回收 47
第五節 各研究構面信度分析 49
第六節 資料分析方法 53
第四章 研究結果 55
第一節 敘述性統計分析 55
第二節 因素分析 58
第三節 典型相關分析 61
第四節 整體模式複迴歸分析 64
第五節 階層迴歸分析 68
第五章 結論與建議 77
第一節 研究結論 79
第二節 管理意涵 82
第三節 研究限制與後續研究建議 84
參考文獻 85
附錄:問卷 97
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