跳到主要內容

臺灣博碩士論文加值系統

(44.192.38.248) 您好!臺灣時間:2022/11/27 00:19
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果 :::

詳目顯示

: 
twitterline
研究生:吳巧虹
研究生(外文):WU, CHIAO-HUNG
論文名稱:創新對企業顧客關係之影響
論文名稱(外文):The Impact of Innovations on B2B Customer Relationship
指導教授:葉曉萍葉曉萍引用關係
指導教授(外文):YEH, HSIAO-PING
口試委員:邱彥婷李婉怡
口試委員(外文):CHIU, YEN-TINGLEE, WAN-I
口試日期:2017-07-26
學位類別:碩士
校院名稱:國立高雄第一科技大學
系所名稱:國際管理碩士學位學程
學門:社會及行為科學學門
學類:經濟學類
論文種類:學術論文
論文出版年:2017
畢業學年度:105
語文別:英文
論文頁數:72
中文關鍵詞:企業對企業關係價值信任承諾客戶維繫創新
外文關鍵詞:Business to BusinessRelationship ValueTrustCommitmentCustomer RetentionInnovation
相關次數:
  • 被引用被引用:0
  • 點閱點閱:218
  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:0
在企業對企業市場中,客戶維繫一直以來都是關係行銷的探討核心。近年來,越來越多企業開始重視與客戶維持長期互惠關係。供應商為了創造更多利潤,有效的經營與維持忠實顧客是勢在必行的。與客戶建立長期互惠關係往往都被視為成功的關鍵,因此,企業具備卓越的關係管理策略是十分重要的。客戶維繫與商業應用在學術研究中並沒有廣泛地探討。本研究將分析關係價值、信任、承諾與客戶維繫之因果關係。
本研究以台灣紡織業為研究對象,共回收383份有效問卷,目的是為了瞭解供應商具備技術與服務之創新,對於強化客戶的維繫有無顯著影響。而實證結果發現,(1)客戶之去留與商業定位有關,(2)供應商越能滿足客戶需求,留住客戶的可能性越大,綜合實證結果分析,客戶維繫的關鍵是客戶與供應商在創新上秉持相同的理念。
In business to business markets, customer retention has been the center of relationship marketing. During the past few years, there is an increasing number of businesses shifting their emphasis on nurturing long-lasting relationships with their business customers. In the belief of making more profits, it is essential for suppliers to manage and maintain loyal B2B customers. There are many marketers regarding that the fundamental of business success is building a long-term relationship with business customers. Applying a strategic relationship management is important to buyers and sellers towards business industries. However, we discovered that the development of customer retention and its potential application to the business to business settings has not been widely explored. The purpose of this study is to fill the research gap by empirically analyzing the relativity between relationship value and other generally studied variables of trust, commitment and customer retention.
In this study, respondents were companies with total recovery of 383 valid questionnaires. The questionnaire which was targeting Taiwan’s textile industry is attempting to realize business suppliers with advanced innovations have significant or insignificant effect to reinforce business customers’ retention to the suppliers in the business to business context. The findings from the data analysis suggest that (1) the retention of business customers depends on their business orientation of companies. (2) The more to reach customers’ requirements, the more possibility to retain. To conclude this study, the key to reach customer retention is that the customers must share the same perspective on innovations with their suppliers.
摘要 i
Abstract ii
Acknowledgement iii
Table of Contents iv
List of Tables vi
List of Figures vii
I. INTRODUCTION 1
1.1 Research Background & Motivation 1
1.2 Research Objectives 3
1.3 Research Process 4
II. THEORETICAL FRAMEWORK 5
2.1 Customer Retention 5
2.2 Commitment 8
2.3 Trust 10
2.4 Relationship Value 12
2.5 Innovation 13
2.6 Theoretical Framework Development 15
2.6.1 An Overview of Hypotheses Development 16
III. RESEARCH METHODOLOGY 17
3.1 Research Approach 17
3.2 Questionnaire Design 17
3.3 Data Collection 20
IV. DATA ANALYSIS & RESULT 21
4.1 Reliability Analysis 21
4.2 Validity Analysis 22
4.3 Regression Analysis 26
4.4 Mediation Analysis 31
4.5 Moderation Analysis 35
V. CONCLUSIONS 40
5.1 Conclusion 40
5.2 Theoretical Implications 42
5.3 Managerial Implications 44
5.4 Limitations & Future Research 46
Bibliography 47
Appendix 1 57
Appendix 2 60
Abbad, H., Pache, G., Bonet-Fernandez, D. (2010). “L”économique et le stratégique dans les relations d’échange entre grande distribution et PME : un examen de l’orientation à long terme des distributeurs’, XIXème Conférence de l'AIMS, 2- 4 juin, Luxembourg.

Ambruster, H., Bikfalvi, A., Kinkel, S., & Lay, G. (2008). Organizational innovation: The challenge of measuring non-technical innovation in large-scale surveys. Technovation, 28, 644–657.

Anderson, E. W., & Mittal, V. (2000). Strengthening the satisfaction-profit chain. Journal of Service Research, 3, 107–120.

Andreu, Rafael (2009). “Knowledge, Learning and Competitive Advantage: Implications for the Management Profession”. Available at SSRN:
https://ssrn.com/abstract=1328282 or http://dx.doi.org/10.2139/ssrn.1328282.

Ball, D., Coelho, P.S. and Vilares, M.J. (2006). “Service personalization and loyalty”, Journal of Services Marketing, Vol. 20 No. 6, pp. 391-403.

Barcellos, P. F. P., & Mueller, A. P. (2009). The right move. Quality Progress, 42, 16–20.

Biggemann S. & Buttle F. (2004). Conceptualising Businessto-Business Relationship Value. Proceedings of the 21 st Industrial Marketing and Purchasing Group Conference, [CDROM], (pp.1-10). Rotterdam: Erasmus University

Bollen, Alex., Emes, Claire. (2008). Understanding Customer Relationships. Ipsos.

Bories, D. (2006). “Le processus de création, développement et maintien de la confiance dans le cadre des relations acheteur-vendeur” Disponible sur: http://www.escpeap.net/conferences/marketing/2006_cp/Materiali/Paper/Fr/Bories.pdf.

Bowen, J. T. and Shoemaker, S. (2003). Loyalty: A Strategic Commitment,

Cornell Hotel and Restaurant Administration Quarterly, 44, 5/6, pp.31-46.

Castro L. M., Alves G. A., Proença J. F. (2005). The Key Dimensions in the
Development of the Consultant-Client Relationship: A Suggestion for a Business Relationship Profile. available at:
http://muresk.curtin.edu.au/conference/imp/proceedings/cs5a1_011.pdf
(accessed January 7, 2007).

Cater, B., & Zabkar, V. (2009). Antecedents and consequences of commitment in marketing research services: The client's perspective. Industrial Marketing Management, 38(7), 785−797.

Chu, Kuo-Ming. (2009). The Construction Model of Customer Trust, Perceived Value and Customer Loyalty, The Journal of American Academy of Business, Cambridge, Vol.14, No.2, pp.98-103.

Coakes, Sheridan J. & Steed, Lyndall G. (2002). SPSS – Analysis without Anguish (Version 11 for windows), p. 148, John Wiley & Sons Australia, Ltd.
Day, G.S. (2000). A two-dimensional concept of brand loyalty. J. Ad. Res. 9, 29–35.

Delgado-Ballester, Elena and Jose Luis Munuera-Aleman (2001). “Brand trust in the context of consumer loyalty,” European Journal of Marketing, 35 (11/12), 1238-58.

Dolnicar, S., & Rossiter, J.R. (2008). The low stability of brand-attribute associations is partly due to market research methodology. International Journal of Research in Marketing, 25(2), 104–108.

Dzever, Sam, Mohamed Merdji, and Anne-Laure Saives (2001). “Purchase decision making and buyerseller relationship development in the French food processing industry,” Supply Chain Management: An International Journal, 6 (5), 216-29.

Eggert, A., Ulaga, W. and Schultz, F. (2006). “Value creation in the relationship life cycle: a quasi-longitudinal analysis”, Industrial Marketing Management, Vol. 35, pp. 20-7.

Floh, A. and Treiblmaier, H. (2006). “What keeps the e-banking customer loyal? A multigroup analysis of the moderating role of consumer characteristics on e-loyalty in the financial service industry”, Journal of Electronic Commerce Research, Vol. 7 No. 2, pp. 97-110.

Fornell, C. (2007). The satisfied customer: Winners and losers in the battle for buyer preference. New York, NY: Palgrave Macmillan.

Frasquet, M., Cervera, A. & Gil, I. (2008). The Impact of IT and Customer Orientation on Building Trust and Commitment in the Supply Chain. The International Review of Retail, Distribution and Consumer Research, 18(3), 343-359.

Fullerton, Gordon (2005). “The service quality-loyalty relationship in retail services: does commitment matter?” Journal of Retailing and Consumer Services, 12 (2).

Garvin, D.A. (1987). “Competing on the eight dimensions of quality”, Harvard Business Review, November-Decembefr, pp. 101-109.

Gilliland, D.I. and Bello, D.C. (2002). “Two sides to attitudinal commitment: the effect of calculative and royalty commitment on enforcement mechanisms in distribution channels”, Journal of the Academy of Marketing Science, Vol. 30 No. 1, pp. 24-42.

Golicic, S. and Mentzer, J. (2006). “An empirical examination of relationship magnitude”, Journal of Business Logistics, Vol. 27 No. 1, pp. 81-109.

Gounaris, S.P. (2005). Trust and Commitment Influences on Customer Retention: Insights from Business-to-Business Services. Journal of Business Research, 58, 126-140.

Harris, L.C. and Goode, M.M.H. (2004). “The four levels of loyalty and the pivotal role of trust: a study of online service dynamics”, Journal of Retailing, Vol. 80, pp. 139-58.

Huntley, J.K. (2006). “Conceptualization and measurement of relationship quality: linking relationship quality to actual sales and recommendation intention”, Industrial Marketing Management, Vol. 35, pp. 703-14.

Hyun-Sun Ryu (2016). The Relationship between Non-Technological Innovation and Technological Innovation on Firm Performance. Advanced Science and Technology Letters, 135, 27-32.

John Mariadoss, B., Tansuhaj, P.S., and Mouri, Nacef (2011). “Marketing Capabilities and Innovation-based Strategies for Environmental Sustainability: An Exploratory Investigation of B2B Firms,” Industrial Marketing Management, 40 (8), 1305 – 1318.

Keating, Byron, Robert Rugimbana, and Ali Quazi (2003). “Differentiating between service quality and relationship quality in cyberspace,” Managing Service Quality, 13 (3), 217-32.

Lindgreen, A., Palmer, R., Vanhame, J. and Wouters, J. (2006). “A relationship-management assessment tool: questioning, identifying, and priorizing critical aspects of customer relationships”, Industrial Marketing Management, Vol. 35, pp. 57-71.

Lyons, Gordon. (2005). Boyfriend-Girlfriend Relationships. 1-word.com web site publication, 1-17.

M. S. Selvi. (2007). Relationship Marketing: Strategies and Techniques, Ankara: Detay Press.

Mak, B.L. and Sockel, Hy (2001). “A confirmatory factor analysis of IS employee motivation and retention”, Information & Management, 38, pp. 265.

Mass, N.J. (2005). “The relative value of growth”. Harvard Business Review. 83, 102–112.

Medlin C. J. (2004). Interaction in business relationships: A time perspective. Industrial Marketing Management, Vol. 33, No. 3, pp. 185-193.
Möller, Kristian K. and Pekka Törrönen (2003). “Business suppliers’ value creation potential. A capabilitybased analysis,” Industrial Marketing Management, 32, 109-18.

Morgan, R.M. and Hunt, S.D. (1994). “The commitment-trust theory of relationship marketing”, Journal of Marketing, Vol. 58 No. 3, pp. 20-38.

Ngo, L. V., & O'Cass, A. (2010). Value creation architecture and engineering. European Business Review, 22(5), 496.

Nidumolu, R., Prahalad, C. K., & Rangaswami, M. R. (2009). Why sustainability is now the key driver of innovation. Harvard Business Review, 87(9), 56.
Oliver, R. L. (2010). Satisfaction: A behavioral perspective on the consumer. New York, NY: Sharpe.

Palmatier, R.W., Dant, R.P. and Grewal, D. (2007). “A comparative longitudinal analysis of theoretical perspectives of interorganizational relationship performance”, Journal of Marketing, Vol. 71 No. 4, pp. 172-94.

Papulová, Z. & Mokroš, M., (2007). “Importance of managerial skills and knowledge in management for small entrepreneurs”, in D.K. Hsu (ed.), E-Leader conference: proceedings, Prague, Czech Republic, pp. 1–8.

Payne, A. and Holt, S. (2001). “Diagnosing customer value: integrating the value process and relationship marketing”, British Journal of Management, Vol. 12, pp. 159-82.

Powers T. L., Reagan W. R. (2007). Factors influencing successful buyer–seller relationships. Journal of Business Research, No. 60, pp. 1234–1242.

Pura, M. (2005). “Linking perceived value and loyalty in location-based mobile services”, Managing Service Quality, Vol. 15 No. 6, pp. 509-38.

Reichheld, Frederick F and Phil Schefter (2000). “E-Loyalty: your secret weapon on the web,” Harvard Business Review, 78 (4), 105-13.

Ritter T., Wilkinson I. F., Johnston W. J. (2004). Managing in complex business networks. Industrial Marketing Management, No. 33, pp. 175– 183.

Salciuviene L, Reardon J, Auruskeviciene V (2011). “Antecedents of performance of multi-level channelsin transitional economies”. Baltic J. Manage. 6(1):89-104.

Schmidt, T. Rammer, C. (2007). Non-technological and Technological Innovation: Strange Bedfellows? ZEW Discussion Paper, 07-052.

Schurr, P.H. (2007). Buyer-seller relationship development episode: theories and methods. Journal of Business & Industrial Marketing, 3, 161-170.

Selnes. F, (1998). “Antecedents and consequences of trust and satisfaction in buyer-seller relationships”, European Journal of Marketing, Vol. 32 No. ¾, pp. 305-322, © MCB University Press, 0309-0566.

Shabbir, H., Palihawadana, D. and Thwaites, D. (2007). “Determining the antecedents and consequences of donor-perceived relationship quality – a dimensional qualitative research approach”, Psychology & Marketing, Vol. 24 No. 3, pp. 271-93.

Sharma N. & Patterson P.G. (1999). “The impact of communication effectiveness and service quality on relationship commitment in consumer, Professional Services”, The Journal of Services Marketing, Vol. 13 No. 2, Pp. 151-170 © Mcb University Press, 0887-6045.

Sharma, Neeru., Young, Louise., Wilkinson, Ian. (2001). The Structure of Relationship Commitment in Interfirm Relationships. IMP Conference, (1-14). Oslo, Norway.

Sime Curkovic, Shawnee K. Vickery and Cornelia Droge (2000). “An empirical analysis of the competitive dimensions of quality performance in the automotive supply industry”, International Journal of Operations & Production Management, Vol. 20 No. 3, pp. 386-403., MCB University Press, 0144-3577.

Singh, J.V. and Sirdeshmukh, D. (2000). “Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgment”, Journal of Academy of Marketing Science, Vol. 28, No. 1, pp. 150-167.

Sirdeshmukh, D., Singh, J. and Sabol, B. (2002). “Consumer trust, value and loyalty in relational exchanges”, Journal of Marketing, Vol. 66 No. 1, pp. 15-37.

Skarmeas, Dionisis., Katsikeas, Constantine.S., Schlegelmilch, Bodo.B. (2002). Drivers of Commitment and Its Impact on Performance in Cross-Cultural Buyer-SellerRelationships: The Importer's Perspective. Journal of International Business Studies, 33, 757-783.

Stanko, M.A., Bonner, J.M. and Calantone, R. J. (2007). Building Commitment in Buyer-Seller Relationships: A tie Strength Perspective. Industrial Marketing Management, 36 (2007), 1094-1103.

Steenhaut, Sarah., Kenhove, Patrick.Van. (2005). Relationship Commitment and Ethical Consumer Behavior in a Retail Setting: The Case of Receiving Too Much Change at the Checkout. Journal of Business Ethics, 56, 335-353.

Thomas, J. (2009). “Trust” in customer relationship: addressing the impediments in research, Proceedings of Asia-Pacific Conference on Advances in Consumer Research, 346–349.

Ulaga, W. (2003). “Capturing value creation in business relationships: a customer perspective”, Industrial Marketing Management, Vol. 32, pp. 677-93.

Ulaga, W. and Eggert, A. (2006). “Relationship value and relationship quality: broadening the nomological network of business-to-business relationships”, European Journal of Marketing, Vol. 40 Nos 3/4, pp. 311-27.

Vickery, S.K, Droge, C, Markland, R.E (1994), "Strategic production competence: convergent, discriminant, and predictive validity", Production and Operations Management, Vol. 3 No.4, pp.308-19.

Walter, A., Mueller, T.A., Helfert, G., Wilson, D.T. (2002). Delivering Relationship Value: Key Determinant for Customers' Commitment. ISBM Report 8.

Weerawardena, J. (2003). Exploring the role of market learning capability in competitive strategy. European Journal of Marketing, 37(3/4), 407.

Woo, K. and Ennew, C.T. (2004). “Business-to-business relationship quality: An IMP interaction-based conceptualization and measurement”, European Journal of Marketing, Vol. 38 No. 9/10, 2004, pp. 1251-1271 © Emerald Group Publishing Limited, 0309-0566.

Y. M. L. Sin, C. B. A. Tse, H. M. O. Yau, S. Y. J. Lee, and R. Chow, (2005). “The effect of relationship marketing orientation on business performance in a service-oriented economy,” Journal of Services Marketing, vol. 16, no. 7, pp. 656-676.

Yoo, S.; Kim, J. (2015). “The Dynamic Relationship between Growth and Profitability under Long-Term Recession: The Case of Korean Construction Companies”. Sustainability, 7, 15982-15998.

Zineldin M. & Jonsson P. (2000). “An examination of the main factors affecting trust/commitment in supplier-dealer relationships: An empirical study of the Swedish wood industry”, The TQM Magazine, Vol. 12 No. 4, Pp. 245-265 © Mcb
University Press

Zineldin M. & Jonsson P. (2003). “Achieving high satisfaction in supplier-dealer working relationship”, Supply Chain Management: An International Journal, Vol. 8 No. 3, pp. 224-240 © Mcb UP Limited

吳明隆 (2007) :SPSS 操作與應用問卷統計分析實務。台北市:五南出版社。

QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
無相關期刊