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研究生:張禎娟
研究生(外文):Chen-chuan Chang
論文名稱:夥伴關係、環境不確定性、服務創新與經營績效關係之研究-以雲嘉地區零售商為例
論文名稱(外文):The Study of the Relationship among Partnership, Environment Uncertainty, Service Innavation and Business Performance--An Example of the Retailers in the Yunlin Chiayi Area
指導教授:莊鎧溫莊鎧溫引用關係
指導教授(外文):Kai-wayne Chuang
學位類別:碩士
校院名稱:南華大學
系所名稱:企業管理系管理科學碩博士班
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
論文出版年:2011
畢業學年度:99
語文別:中文
論文頁數:94
中文關鍵詞:經營績效服務創新環境不確定性夥伴關係
外文關鍵詞:Service InnavationEnvironment UncertaintyPartnershipBusiness Performance
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  台灣經濟的變遷,零售業因應市場改變經營模式,適時適量地提供商品,以滿足顧客的需求。對供應商的選擇及維持長久的夥伴關係是否良好,將影響市場佔有率和其經濟效益。面對瞬息萬變的市場中,也必須能夠適應環境的改變,及快速地回應無法預測的改變。又在今日競爭激烈的環境下,零售商從商品導向轉向服務導向,除了販賣有形的產品外,更強調顧客的服務。本研究主要在於探討零售商之夥伴關係、環境不確定性、服務創新與經營績效之關係,並以服務創新作為中介效果。透過問卷調查,發現夥伴關係、環境不確定性、服務創新對經營績效具有正向影響,此外,服務創新對經營績效具有部份中介效果作用。
  With the change of Taiwan’s economy, retail businesses have changed the type of operation that offers the goods timely and appropriate, in order to meet customer''s demands. That will affect market share and economic benefits depend on choosing and keeping long-term partnership for supplier. It must be able to adapt the changeable environment and quickly respond to unpredictable changes in the rapidly changing market. In today, retailer shift commodity-oriented to service-oriented under the competitive environment, more emphasize on customer service, besides selling tangible products. In this paper, partnership between retailers, environmental uncertainty and service innovation as the independent variables ,business performance of retail businesses as the dependent variable and the effect of service innovation as an the mediating effects. The survey result provides that partnership, environmental uncertainty and service innovation have positive effect on business performance; in addition, service innovation has partially mediating effects for performance of retail businesses.
中文摘要i
英文摘要ii
目錄iii
表目錄v
圖目錄vii
 
第一章 緒論1
1.1 研究背景與動機 1
1.2 研究目的2
1.3 研究流程2
 
第二章 文獻探討4
2.1 夥伴關係4
2.2 環境不確定性16
2.3 服務創新20
2.4 經營績效32
 
第三章 研究方法35
3.1 研究架構35
3.2 研究假設36
3.3 操作性定義與衡量38
3.4 問卷設計41
3.5 研究對象與抽樣 42
3.6 資料分析方法 42
 
第四章 研究分析與結果45
4.1 基本資料分析45
4.2 敍述性統計分析 47
4.3 因素分析49
4.4 信度分析53
4.5 相關分析54
4.6 變異數分析55
4.7 迴歸分析61
4.8 結構方程式分析 65
 
第五章 結論與建議73
5.1 結論73
5.2 建議74
5.3 後續研究建議76
 
參考文獻77
一、中文部份77
二、英文部份79
附錄:研究問卷92
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