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研究生:黃威順
研究生(外文):Wei-shun Huang
論文名稱:以服務主導邏輯為基礎 - 探討顧客參與客製化產品的滿意度之研究
論文名稱(外文):The satisfaction study of customer participation customization based on service dominant logic
指導教授:唐順明唐順明引用關係
指導教授(外文):Shun-Ming Tang
學位類別:碩士
校院名稱:國立雲林科技大學
系所名稱:資訊管理系碩士班
學門:電算機學門
學類:電算機一般學類
論文種類:學術論文
論文出版年:2013
畢業學年度:102
語文別:中文
論文頁數:64
中文關鍵詞:服務主導邏輯共同生產服務創新服務品質滿意度
外文關鍵詞:Service InnovationCo-productionService-dominant logicSatisfactionService Quality
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近期的這幾年中,隨著消費者的行為逐漸重視,儼然帶動起服務業的興起,許多傳統的企業商業模式已無法快速、準確地掌握顧客需求,因此企業逐漸轉型為「企業服務化」,並且各個企業的發展與需求正是新興議題,為提升企業服務化所帶來的效益。企業為了有效滿足顧客對產品的服務創新與服務品質,逐漸的推薦顧客參與產品的生產和服務的流程,因此,服務的觀念逐漸導向到顧客為積極的共同生產者,並非被動的接受者,進而滿足顧客的需求。本研究旨在基於服務主導邏輯探討國內企業提供產品中讓顧客共同生產提升服務創新與服務品質對顧客參與滿意度之影響。
In recent years, people are gradually paid more attention to consumer behavior, because of the phenomenon, service industry has been rising. A lot of traditional business model could not rapidly understand and respond customer’s needs it. So many entrepreneurs have transformed their enterprises to “enterprise service.” Also, it is an emerging issue that a lot of enterprises have developed their service to satisfy the needs of customer. In order to enhance the benefit of enterprise service-oriented, enterprises have designed different projects, such as innovative service and quality of service, to fulfill consumers’ requirements. And Enterprise has provided to products service innovation and quality for the improve customer satisfaction. Moreover, those companies not only recommended their products, but also offered great service to customers. Therefore, there are concepts of service oriented to customers, it is to meet the needs of customer, and it positive co-production, so it doesn''t passive recipients, the study based on service-dominant logic in the enterprises explored that it provided products for customer to co-production, it improved to service innovation and service quality for customer participation satisfaction.
摘要 i
Abstract 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 3
第二章 文獻探討 4
2.1 服務主導邏輯 4
2.2 共同生產 5
2.3 服務創新 7
2.3.1介紹服務 7
2.3.2 創新 8
2.3.3 服務創新 9
2.4服務品質 11
2.4.1服務品質衡量與量表 12
2.5顧客滿意度 16
第三章 研究方法 18
3.1研究架構 18
3.2研究假說 18
3.3研究變數定義 20
3.4問卷設計 21
3.5研究對象與抽樣方法 24
3.6 統計分析方法 24
3.6.1 敘述性統計 24
3.6.2 信度分析 25
3.6.3效度分析 25
3.7資料分析方法 25
第四章 資料分析 26
4.1樣本回收 26
4.2敘述性統計 26
摘要 i
Abstract 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 3
第二章 文獻探討 4
2.1 服務主導邏輯 4
2.2 共同生產 5
2.3 服務創新 7
2.3.1介紹服務 7
2.3.2 創新 8
2.3.3 服務創新 9
2.4服務品質 11
2.4.1服務品質衡量與量表 12
2.5顧客滿意度 16
第三章 研究方法 18
3.1研究架構 18
3.2研究假說 18
3.3研究變數定義 20
3.4問卷設計 21
3.5研究對象與抽樣方法 24
3.6 統計分析方法 24
3.6.1 敘述性統計 24
3.6.2 信度分析 25
3.6.3效度分析 25
3.7資料分析方法 25
第四章 資料分析 26
4.1樣本回收 26
4.2敘述性統計 26
4.2.1角色明確度、動機、能力的資料統計 28
4.2.2共同生產的資料統計 29
4.2.3服務創新的資料統計 29
4.2.4服務品質的資料統計 29
4.2.5滿意度的資料統計 31
4.3結構方程模式 31
4.3.1信度分析 31
4.3.2測量模式適合度評鑑 33
4.3.3效度分析 34
4.3.4區別效度 35
4.3.5整體模型配適度分析 36
4.4研究假說驗證 37
第五章 結論與建議 41
5.1研究結論 41
5.2管理意涵 42
5.3研究貢獻 43
5.4研究限制 43
5.5未來研究建議與方向 44
參考文獻 45
附錄A、內容問卷 52
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