跳到主要內容

臺灣博碩士論文加值系統

(44.213.60.33) 您好!臺灣時間:2024/07/22 16:12
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

我願授權國圖
: 
twitterline
研究生:馮欣瑜
研究生(外文):XINYU FENG
論文名稱:疫情下平台使用與績效的關係—— 以外送平台為例
論文名稱(外文):The Relationship between Platform Use and Perfor-mance during the Covid-19—Example Food Delivery Platform
指導教授:簡睿哲簡睿哲引用關係
指導教授(外文):Ruey-Jer Jian
口試委員:林谷合陳律睿
口試委員(外文):Ku-Ho LinLu-Jui Chen
口試日期:2023-06-30
學位類別:碩士
校院名稱:國立臺灣大學
系所名稱:國際企業學系
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:2023
畢業學年度:111
語文別:中文
論文頁數:64
中文關鍵詞:平台績效外送平台外部衝擊服務體驗
外文關鍵詞:PlatformPerformanceFood Delivery PlatformExternal ShockService Experience
DOI:10.6342/NTU202302843
相關次數:
  • 被引用被引用:0
  • 點閱點閱:82
  • 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:1
在現代社會中,平台在各行各業扮演著重要的角色,平台隨著信息技術的發展和互聯網的興起而出現在人們的日常生活中,企業則通過在平台這個生態系統中彼此間相互依存來創造出企業無法單獨創造出的價值。許多企業選擇前赴後繼加入平台使用的風潮,電子商務平台、食物外送平台、房屋租賃平台和網約車平台等無不在人們的生活中發揮重要作用。其中,隨著Covid-19疫情的爆發,消費者原本的消費習慣不得不發生改變,食物外送平台的使用明顯在Covid-19疫情大爆發開始後成為人們日常生活中不可或缺的一部分。本論文透過對四間餐廳進行深入的訪談研究,進而了解餐廳在Covid-19疫情大流行前後期對外送平台使用的態度和實際進展,包括使用外送平台的動機,使用後是否盈利等,並進一步探討外送平台使用在外部衝擊和服務體驗的干擾下對平台使用績效產生何種影響。研究發現平台的使用頻率並非能夠一味提升使用者績效,不僅外部衝擊的強弱會對平台使用頻繁程度造成改變,自身高服務體驗的平台也難以通過平台使用來大幅度幫助使用者提升績效。
In modern society, platforms play a significant role across various industries. With the development of information technology and the rise of the internet, platforms have become an integral part of people's daily lives. Companies rely on the platform ecosys-tem to create value that cannot be achieved independently. The trend of joining platform usage is prevalent among businesses, and e-commerce platforms, food delivery plat-forms, housing rental platforms, and ride-hailing platforms all play crucial roles in peo-ple's lives. In particular, the outbreak of the Covid-19 pandemic forced consumers to alter their consumption habits. Food delivery platforms, in particular, became an indis-pensable part of people's daily lives during the peak of the Covid-19. This thesis con-ducts in-depth interviews with four restaurants to explore their attitudes and actual pro-gress in using food delivery platforms during the different phases of the Covid-19. The research covers various aspects, including the motivations for using delivery platforms, whether they were profitable, and how external shocks and service experiences affected platform usage performance. The study finds that increasing platform usage frequency does not always lead to improved user performance. The strength of external shocks significantly influences the frequency of platform usage, and even platforms with high service experiences may not substantially enhance user performance through platform usage alone.
謝辭 I
摘要 II
SUMMARY III
第一章 研究動機與目的 1
第一節 研究動機 1
第二節 研究目的 4
第二章 文獻探討 5
第一節 平台 5
第二節 平台使用者 7
第三節 平台使用頻率與財務績效 10
第四節 外送平台 14
第五節 外部衝擊 17
第三章 研究方法 19
第一節 研究方法之選擇 19
第二節 研究對象選取 22
第四章 訪談比較與分析結果 24
第一節 外送平台使用頻率與餐廳財務績效 24
第二節 外部衝擊 30
第三節 服務體驗 34
第四節 研究架構 39
第五章 結論與建議 40
第一節 結論 40
第二節 研究限制 44
第三節 後續研究建議 45
參考文獻 46
訪談整理 53
陳昺麟. (2001). 社會科學質化研究之紮根理論實施程序及實例之介紹. 勤益學報, No. 19, 327-342.
Adner, R. (2006). Match your innovation strategy to your innovation ecosystem. Harvard business review, 84(4), 98.
Ahmed, M. Z., Ahmed, O., Aibao, Z., Hanbin, S., Siyu, L., & Ahmad, A. (2020). Epidemic of COVID-19 in China and associated psychological problems. Asian journal of psychiatry, 51, 102092.
Alalwan, A. A. (2020). Mobile food ordering apps: An empirical study of the factors affecting customer e-satisfaction and continued intention to reuse. International Journal of Information Management, 50, 28-44.
Anwar, S. T. (2017). Alibaba: Entrepreneurial growth and global expansion in B2B/B2C markets. Journal of International Entrepreneurship, 15, 366-389.
Armstrong, M. (2006). Competition in two‐sided markets. The RAND journal of economics, 37(3), 668-691.
Bacidore, J. M., Boquist, J. A., Milbourn, T. T., & Thakor, A. V. (1997). The search for the best financial performance measure. Financial Analysts Journal, 53(3), 11-20.
Blumtritt, C. (2020). Online food delivery report 2020. In: Statista.
Bodmer, U., & Vaughan, D. R. (2009). Approaches to preventing crises in family controlled small enterprises. Journal of Neuroscience, Psychology, and Economics, 2(1), 41.
Breier, M., Kallmuenzer, A., Clauss, T., Gast, J., Kraus, S., & Tiberius, V. (2021). The role of business model innovation in the hospitality industry during the COVID-19 crisis. International journal of hospitality management, 92, 102723.
Broekhuizen, T. L., Emrich, O., Gijsenberg, M. J., Broekhuis, M., Donkers, B., & Sloot, L. M. (2021). Digital platform openness: Drivers, dimensions and outcomes. Journal of Business Research, 122, 902-914.
Cepel, M., Gavurova, B., Dvorský, J., & Belas, J. (2020). The impact of the COVID-19 crisis on the perception of business risk in the SME segment. Journal of International Studies.
Chai, L. T., & Yat, D. N. C. (2019). Online food delivery services: Making food delivery the new normal. Journal of Marketing advances and Practices, 1(1), 62-77.
Chavan, V., Jadhav, P., Korade, S., & Teli, P. (2015). Implementing customizable online food ordering system using web based application. International Journal of Innovative Science, Engineering & Technology, 2(4), 722-727.
Chen, M., Hu, M., & Wang, J. (2022). Food delivery service and restaurant: Friend or foe? Management Science, 68(9), 6539-6551.
Connelly, B. L., Certo, S. T., Ireland, R. D., & Reutzel, C. R. (2011). Signaling theory: A review and assessment. Journal of Management, 37(1), 39-67.
Cortez, R. M., & Johnston, W. J. (2020). The Coronavirus crisis in B2B settings: Crisis uniqueness and managerial implications based on social exchange theory. Industrial Marketing Management, 88, 125-135.
Creswell, J. W., & Creswell, J. D. (2017). Research design: Qualitative, quantitative, and mixed methods approaches. Sage publications.
Cusumano, M. A., Gawer, A., & Yoffie, D. B. (2019). The business of platforms: Strategy in the age of digital competition, innovation, and power (Vol. 320). Harper Business New York.
Davenport, T., Guha, A., Grewal, D., & Bressgott, T. (2020). How artificial intelligence will change the future of marketing. Journal of the academy of marketing science, 48, 24-42.
Di Domenico, M., Hofman, E., & Schiele, H. (2023). A Bibliometric Review of the Business Platforming Literature: Theoretical Cornerstones and Research Trends. IEEE Transactions on Engineering Management.
Edelman, B. G., & Luca, M. (2014). Digital discrimination: The case of Airbnb. com. Harvard Business School NOM Unit Working Paper(14-054).
Evans, D., & Schmalensee, R. (2005). The industrial organization of markets with two-sided platforms. In: National Bureau of Economic Research Cambridge, Mass., USA.
Evans, D. S. (2003). Some empirical aspects of multi-sided platform industries. Review of network economics, 2(3).
Evans, D. S., & Schmalensee, R. (2008). < Evans & Schmalensee.pdf>.
Evans, D. S., & Schmalensee, R. (2016). Matchmakers: The new economics of multisided platforms. Harvard Business Review Press.
Feng, G., Kong, G., & Wang, Z. (2021). We are on the way: Analysis of on-demand ride-hailing systems. Manufacturing & Service Operations Management, 23(5), 1237-1256.
Gavilan, D., Balderas-Cejudo, A., Fernández-Lores, S., & Martinez-Navarro, G. (2021). Innovation in online food delivery: Learnings from COVID-19. International journal of gastronomy and food science, 24, 100330.
Gawer, A. (2011). Platforms, markets and innovation. Edward Elgar Publishing.
Gawer, A., & Cusumano, M. A. (2014). Industry platforms and ecosystem innovation. Journal of product innovation management, 31(3), 417-433.
Geigenmüller, A. (2010). The role of virtual trade fairs in relationship value creation. Journal of Business & Industrial Marketing, 25(4), 284-292.
Georgopoulos, B. S., & Tannenbaum, A. S. (1957). A study of organizational effectiveness. American sociological review, 22(5), 534-540.
Haddon, H., & Jargon, J. (2019). Consumers love food delivery. Restaurants and grocers hate it. The Wall Street Journal.
Heinonen, K., & Strandvik, T. (2020). Reframing service innovation: COVID-19 as a catalyst for imposed service innovation. Journal of Service Management, 32(1), 101-112.
Herbane, B. (2013). Exploring crisis management in UK small‐and medium‐sized enterprises. Journal of Contingencies and Crisis Management, 21(2), 82-95.
Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., & Schlesinger, L. A. (1994). Putting the service-profit chain to work. Harvard business review, 72(2), 164-174.
Huang, Y., & Wilkinson, I. F. (2013). The dynamics and evolution of trust in business relationships. Industrial Marketing Management, 42(3), 455-465.
Iansiti, M., & Levien, R. (2004). Strategy as ecology. Harvard business review, 82(3), 68-78, 126.
Jean, R.-J. B., & Kim, D. (2020). Internet and SMEs' internationalization: The role of platform and website. Journal of International Management, 26(1), 100690.
Jean, R.-J. B., Kim, D., Zhou, K. Z., & Cavusgil, S. T. (2021). E-platform use and exporting in the context of Alibaba: A signaling theory perspective. Journal of International Business Studies, 1-28.
Jean, R.-J. B., & Tan, D. (2019). The effect of institutional capabilities on E-business firms’ international performance. Management International Review, 59, 593-616.
Kannan, P. K., & Li, H. (2017). Digital marketing: A framework, review and research agenda. International journal of research in marketing, 34(1), 22-45.
Kapoor, A. P., & Vij, M. (2018). Technology at the dinner table: Ordering food online through mobile apps. Journal of Retailing and Consumer Services, 43, 342-351.
Katz, M. L., & Shapiro, C. (1994). Systems competition and network effects. Journal of economic perspectives, 8(2), 93-115.
Kimes, S. E. (2008). The role of technology in restaurant revenue management. Cornell Hospitality Quarterly, 49(3), 297-309.
Kotler, P., Pfoertsch, W., & Michi, I. (2006). B2B brand management (Vol. 357). Springer.
Kwok, L., & Yu, B. (2013). Spreading social media messages on Facebook: An analysis of restaurant business-to-consumer communications. Cornell Hospitality Quarterly, 54(1), 84-94.
Laesser, C., & Peters, M. (2005). Does Personal Interaction Quality Really Pay? On the Influence of Personal Interaction Quality on Willingness to Pay. Tourism Analysis, 10(2), 123-135.
Lai, H. B. J., Abidin, M. R. Z., Hasni, M. Z., Ab Karim, M. S., & Ishak, F. A. C. (2020). Key adaptations of SME restaurants in Malaysia amidst the COVID-19 Pandemic. International Journal of Research in Business and Social Science (2147-4478), 9(6), 12-23.
Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: an illustration from a business-to-business service context. Journal of the academy of marketing science, 32(3), 293-311.
Lebans, M., & Euske, K. (2006). A conceptual and operational delineation of performance. Business Performance Measurement. Theory and Practice, ed. A. Neely, 25(4).
Lee, S. W., Sung, H. J., & Jeon, H. M. (2019). Determinants of continuous intention on food delivery apps: extending UTAUT2 with information quality. Sustainability, 11(11), 3141.
Lehdonvirta, V., Kässi, O., Hjorth, I., Barnard, H., & Graham, M. (2019). The global platform economy: A new offshoring institution enabling emerging-economy microproviders. Journal of Management, 45(2), 567-599.
Li, C., Mirosa, M., & Bremer, P. (2020). Review of online food delivery platforms and their impacts on sustainability. Sustainability, 12(14), 5528.
Li, H., Fang, Y., Lim, K. H., & Wang, Y. (2019). Platform-based function repertoire, reputation, and sales performance of e-marketplace sellers. MIS quarterly, 43(1), 207-236.
Li, H., Fang, Y., Wang, Y., Lim, K. H., & Liang, L. (2015). Are all signals equal? Investigating the differential effects of online signals on the sales performance of e-marketplace sellers. Information Technology & People, 28(3), 699-723.
Liu, S., & Wang, J. (2019). The Internet Society in China: A 2016 Report. Springer.
Liu, Y., Lee, J. M., & Lee, C. (2020). The challenges and opportunities of a global health crisis: the management and business implications of COVID-19 from an Asian perspective. Asian Business & Management, 19, 277-297.
Lucking-Reiley, D., & Spulber, D. F. (2001). Business-to-business electronic commerce. Journal of economic perspectives, 15(1), 55-68.
Manhas, P. S., & Tukamushaba, E. K. (2015). Understanding service experience and its impact on brand image in hospitality sector. International journal of hospitality management, 45, 77-87.
Messabia, N., Fomi, P.-R., & Kooli, C. (2022). Managing restaurants during the COVID-19 crisis: Innovating to survive and prosper. Journal of Innovation & Knowledge, 7(4), 100234.
Muffatto, M., & Roveda, M. (2002). Product architecture and platforms: a conceptual framework. International Journal of Technology Management, 24(1), 1-16.
Norris, C. L., Taylor Jr, S., & Taylor, D. C. (2021). Pivot! How the restaurant industry adapted during COVID-19 restrictions. International Hospitality Review.
Park, S., & Nicolau, J. L. (2015). Asymmetric effects of online consumer reviews. Annals of Tourism Research, 50, 67-83.
Parker, G. G., Van Alstyne, M. W., & Choudary, S. P. (2016). Platform revolution: How networked markets are transforming the economy and how to make them work for you. WW Norton & Company.
Pavlou, P. A., Liang, H., & Xue, Y. (2007). Understanding and mitigating uncertainty in online exchange relationships: A principal-agent perspective. MIS quarterly, 105-136.
Pikkemaat, B., Peters, M., & Chan, C.-S. (2018). Needs, drivers and barriers of innovation: The case of an alpine community-model destination. Tourism management perspectives, 25, 53-63.
Raddatz, C. (2007). Are external shocks responsible for the instability of output in low-income countries? Journal of Development Economics, 84(1), 155-187.
Ramos, K. (2022). Factors influencing customers' continuance usage intention of food delivery apps during COVID-19 quarantine in Mexico. British Food Journal, 124(3), 833-852.
Rapert, M., & Wren, B. M. (1998). Service quality as a competitive opportunity. Journal of Services Marketing, 12(3), 223-235.
Rietveld, J., & Schilling, M. A. (2021). Platform competition: A systematic and interdisciplinary review of the literature. Journal of Management, 47(6), 1528-1563.
Ryu, K., & Han, H. (2011). New or repeat customers: How does physical environment influence their restaurant experience? International journal of hospitality management, 30(3), 599-611.
Sanchez, P., & Ricart, J. E. (2010). Business model innovation and sources of value creation in low‐income markets. European management review, 7(3), 138-154.
Sandström, S., Edvardsson, B., Kristensson, P., & Magnusson, P. (2008). Value in use through service experience. Managing Service Quality: An International Journal, 18(2), 112-126.
See-Kwong, G., Soo-Ryue, N., Shiun-Yi, W., & Lily, C. (2017). Outsourcing to online food delivery services: Perspective of F&B business owners. The Journal of Internet Banking and Commerce, 22(2), 1-18.
Spillan, J., & Hough, M. (2003). Crisis planning in small businesses:: Importance, Impetus and Indifference. European Management Journal, 21(3), 398-407.
Srivastava, R. K., Shervani, T. A., & Fahey, L. (1999). Marketing, business processes, and shareholder value: an organizationally embedded view of marketing activities and the discipline of marketing. Journal of marketing, 63(4_suppl1), 168-179.
Steingoltz, M., & Picciola, M. (2019). Meals on wheels: The digital ordering and delivery restaurant revolution. Executive Insights, 11(5), 1-4.
Suhartanto, D., Helmi Ali, M., Tan, K. H., Sjahroeddin, F., & Kusdibyo, L. (2019). Loyalty toward online food delivery service: the role of e-service quality and food quality. Journal of Foodservice Business Research, 22(1), 81-97.
Taeuscher, K. (2019). Reputation and new venture performance in online markets: The moderating role of market crowding. Journal of Business Venturing, 34(6), 105944.
Thomas, L. D., Autio, E., & Gann, D. M. (2014). Architectural leverage: Putting platforms in context. Academy of management perspectives, 28(2), 198-219.
Türkeș, M. C., Stăncioiu, A. F., Băltescu, C. A., & Marinescu, R.-C. (2021). Resilience innovations and the use of food order & delivery platforms by the romanian restaurants during the covid-19 pandemic. Journal of Theoretical and Applied Electronic Commerce Research, 16(7), 3218-3247.
Van Alstyne, M. W., Parker, G. G., & Choudary, S. P. (2016). Pipelines, platforms, and the new rules of strategy. Harvard business review, 94(4), 54-62.
Wilder-Smith, A., & Freedman, D. O. (2020). Isolation, quarantine, social distancing and community containment: pivotal role for old-style public health measures in the novel coronavirus (2019-nCoV) outbreak. Journal of travel medicine.
Williams, T. A., Gruber, D. A., Sutcliffe, K. M., Shepherd, D. A., & Zhao, E. Y. (2017). Organizational response to adversity: Fusing crisis management and resilience research streams. Academy of Management Annals, 11(2), 733-769.
Williamson, O. E. (1975). Markets and hierarchies: analysis and antitrust implications: a study in the economics of internal organization. University of Illinois at Urbana-Champaign's Academy for Entrepreneurial Leadership Historical Research Reference in Entrepreneurship.
Yeo, V. C. S., Goh, S.-K., & Rezaei, S. (2017). Consumer experiences, attitude and behavioral intention toward online food delivery (OFD) services. Journal of Retailing and Consumer Services, 35, 150-162.
Yin, R. K. (2011). Applications of case study research. sage.
Zhang, Y., Fang, Y., Wei, K.-K., Ramsey, E., McCole, P., & Chen, H. (2011). Repurchase intention in B2C e-commerce—A relationship quality perspective. Information & Management, 48(6), 192-200.
Zhao, Y., & Bacao, F. (2020). What factors determining customer continuingly using food delivery apps during 2019 novel coronavirus pandemic period? International journal of hospitality management, 91, 102683.
Zhu, K. (2004). The complementarity of information technology infrastructure and e-commerce capability: A resource-based assessment of their business value. Journal of management information systems, 21(1), 167-202.
電子全文 電子全文(網際網路公開日期:20280803)
連結至畢業學校之論文網頁點我開啟連結
註: 此連結為研究生畢業學校所提供,不一定有電子全文可供下載,若連結有誤,請點選上方之〝勘誤回報〞功能,我們會盡快修正,謝謝!
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top