臺灣博碩士論文加值系統

本研究以Heskett, Jones, Loveman, Sasser 和 Schlesinger (1994) 所發展的服務利潤鏈模型為基礎，透過相關文獻探討，發展出影響服務利潤鏈內部員工及外部顧客滿意及顧客忠誠相關因素之模型。本研究以台灣某知名汽車銷售業之202 位內部員工、16,417筆外部顧客問卷資料、該企業之高階經理人為研究對象，運用結構方程模式驗證實證資料與理論模型之契合度以及所提出之假說，研究結果發現：

一、內部操作策略和服務運送系統架構當中，其構念之關係得到實證。亦即資訊系統品質對於內部服務品質、員工滿意度皆有正向的影響關係，且皆具直接效果，其中資訊系統品質對內部服務品質影響效果較大，另外，上述之資訊系統品質亦可透過內部服務品質對於員工滿意度亦存在正向之影響效果。此外，員工忠誠可直接正向影響其員工生產力，員工工作滿意亦可透過員工忠誠之間接影響效果以提高員工生產力。因此，員工工作滿意及員工忠誠，不僅對員工生產力有直接、間接影響效果，亦可以資訊系統品質和內部服務品質透過員工工作滿意及員工忠誠的中介影響，大幅提高員工工作績效。
二、服務概念架構當中，經長時間的顧客回饋資料觀察，在導入服務品質成效方面，從數據分析中發現到針對不同的人員，在成效反映上會有不同的結果，且時間上也有明顯的差異。課長及一般業務代表而言，時間大概需要長達一年以上，一般業務代表相較於課長需要的時間有明顯拉長的情形。

本研究結論除了在理論上對Heskett 等人 (1994) 的服務利潤鏈模型有進一步的延伸與改良的意涵之外，在實務上亦對汽車銷售業在提高內部員工滿意及員工忠誠以提高工作績效，進而提昇顧客滿意及顧客忠誠之做法上提出建議。

The aim of the current study is to develop a model that links factors influencing service profit chain based on the well-established model of service profit chain by Heskett, Jones, Loveman, Sasser, and Schlesinger (1994). The implementation approach is illustrated using data from an automobile company in Taiwan. We used customer surveys from more than 12 branches of the company. 202 individual employees’ survey data was collected by questionnaire. 16417 customers’ survey data was collected by phone center. The head of department was invited to interview for interpret with the survey data.
This research gets several results.
First, this research proves the relation between dimensions in the operating strategy and service delivery system. Information system quality has positive influence on internal service quality and employee satisfaction, and information system quality has much powerful influence to internal service quality. In addition employee loyalty can directly to influence their employee productivity, and employee satisfaction can improve employee loyalty through employee productivity. So it’s not merely that employee satisfaction and employee loyalty are powerful to employee productivity, information system quality and internal service quality also can influence employee productivity by employee satisfaction and employee loyalty.
Secondly, in the service science concept, customer’s survey results show service quality effects by longitudinal observation.
Thirdly, in the customer market of target, external service quality has positive influences to employee satisfaction, and customer satisfaction has positive influences to customer loyalty, too. In addition, customer loyalty is the source of performance in car merchandising business companies. The companies get this source, and then they feedback to the operating strategy and service delivery system to get the more outstanding employee productivity. It will form a benign cycle.
In conclusion, this study confirms the Heskett’s model of service profit chain. In practice, it also provides suggestions for automobile company how to increase employees’ satisfaction, loyalty, and working efficiency of employees and propose some suggestions for academic and practice.

誌謝 II
中文摘要 III
Abstract IV
圖目錄 VII
表目錄 VIII
1.緒論 1
1.1 研究背景 1
1.2 研究動機 5
1.3 研究目的 6
1.4 研究流程 7
2. 文獻回顧與探討 9
2.1 服務利潤鏈 9
2.1.1作業策略及服務傳送系統框架 13
2.1.1.1內部服務品質 13
2.1.1.2員工滿意度 17
2.1.1.3員工忠誠度 20
2.1.1.4員工生產力 22
2.1.2服務概念框架 24
2.1.2.1服務品質 24
2.1.2.2服務品質之構面 26
2.1.2.3服務品質之衡量 27
2.1.2.4外部服務價值與服務品質 28
2.1.3顧客目標市場框架 28
2.1.3.1顧客滿意度 28
2.1.3.2顧客忠誠度 33
2.2 資訊系統品質 37
2.2.1 DeLone 和 McLean (1992) 資訊系統成功模式 37
2.2.2 DeLone 和 McLean (2003) 資訊系統成功模式 38
3.研究方法 39
3.1研究架構 39
3.2內部操作策略和服務運送系統框架之假說 40
3.3個研究構面之操作型定義 43
3.4資料收集方法 45
3.5資料分析方法 49
4.資料分析 51
4.1樣本結構敘述性統計分析 51
4.2信度與效度分析 58
4.3整體模式衡量分析 69
4.4服務概念與顧客目標市場之個案分析發現 73
5.結論與建議 82
5.1研究結論 82
5.2管理理念及意涵 84
5.3研究限制及建議 86
引用文獻 88
附錄1 100

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