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研究生:吳慶德
研究生(外文):Chin-Te Wu
論文名稱:顧客導向策略對顧客整合能力的影響關係實證研究-以臺灣資訊產業為例
論文名稱(外文):The effect of customer orientation strategy on customer integration capability: evidence from the information industry in Taiwan
指導教授:張世佳張世佳引用關係
指導教授(外文):Shih-Chia Chang
學位類別:碩士
校院名稱:國立臺北商業大學
系所名稱:企業管理系碩士班
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:2017
畢業學年度:105
語文別:中文
論文頁數:31
中文關鍵詞:顧客導向策略顧客整合能力
外文關鍵詞:customer orientation strategycustomer integration capability
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本研究從顧客對顧客(B to B; Business to Business)的觀點,建構顧客導向策略對顧客整合程度影響關係的研究架構與假設;其中,顧客導向策略的組成構面包括:顧客需求導向、顧客忠誠度提升導向、研發人才及設備專屬投資與製程設備專屬投資;而顧客整合能力構面則包括:資訊分享、顧客參與新產品開發、顧客參與製程決策及流程同步;本研究以臺灣資訊產業122家製造商為實證對象,研究結果顯示不同的顧客導向策略構面對顧客整合能力有不同的顯著正面影響作用。
This research is to investigate the effect of customer orientation strategy on customer integration based on the information industry manufacturers. According to literature review, this research construct the hypotheses regarding one to one relation between the dimensions of customer orientation strategy and customer integration capability. In addition, customer orientation strategy is comprised of customer need orientation, customer royalty improvement orientation, R &D specificity, and process specificity. Also, customer integration includes the dimensions of information sharing, customer participating NPD, customer participating process decisions, and process synchronization. Our findings could serve as guide lines for firms in developing their customer orientation strategy. Specifically, firms should invest resources and time to development a set of customer integration capability to fit into their customer orientation strategy.
中文摘要 ................................... i
英文摘要 ................................... ii
誌謝 ....................................... iii
目錄 ....................................... iv
表目錄 ...................................... v
圖目錄 ..................................... vi
第一章 緒論 ........................... 1
第一節 研究動機 ........................ 1
第二節 研究目的 ........................ 2
第三節 研究流程 ........................ 2
第二章 文獻探討 ........................ 4
第三章 研究方法 ......................... 7
第一節 研究架構 ......................... 7
第二節 研究假設推導 ....................... 8
第三節 研究對象與抽樣方法 ..................... 10
第四節 變數衡量 .............................. 10
第五節 未回應問卷偏差及共同方法變異檢定 ............. 11
第六節 信效度分析 ............................ 12
第四章 研究結果 .......................... 14
第一節 研究樣本分布 ......................... 14
第二節 顧客導向策略與顧客整合能力因素分析 ........ 15
第三節 顧客導向策略對顧客整合能力影響分析 ........ 19
第五章 研究結論及管理應用涵意 .................... 22
第一節 研究結論 ................................ 22
第二節 管理應用涵意 ............................. 23
第三節 研究限制與後續研究建議 ...................... 23
附錄 問卷 ........................................ 25
參考文獻 ..........................................27
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