臺灣博碩士論文加值系統

中美貿易戰、新冠疫情後，全球商業環境面臨前所未有的競爭和挑戰，更易變、不
確定性增加、更複雜，甚至更模糊。為了面對這樣的商業環境，企業的服務能力必須要
更迅速靈活才能滿足客戶需求。
加上台灣少子化、疫情後大量缺工等議題，若企業沒有持續關注改進內部服務品質
進而留住人才，企業風險加劇之外，在講求快速應變的商業環境中，第一線人員極可能
將企業風險傳遞暴露給客戶，造成無法估計的損失。
本研究使用質性的個案研究法，以OEM 地板製造廠Ｊ公司個案為例，透過半結構
式訪談並聚焦於服務利潤鏈的源頭：內部服務品質，探討製造業業務人員對內部服務品
質的滿意度如何影響服務能力及外部客戶滿意度。
本研究結果發現：製造業業務人員的服務能力仰賴良好的跨部門服務，當企業疏於
重視內部服務品質及流程優化時，業務人員會浪費大量時間及資源關注在內部議題的處
理，而非核心業務本身。持續的優化內部流程才能成就良好的內部服務品質，且當供應
鏈和市場環境面臨變化時，內部的高效運作和良好的內部服務可以使企業更具靈活性和
適應性。這有助於提供更好的產品和服務，滿足客戶的需求，並在競爭激烈的環境中脫
穎而出。

After the U.S.-China trade war and COVID-19 pandemic, the global business environment
is facing unprecedented competition and challenges, becoming more volatile, more uncertain,
more complex, and even more ambiguous. In order to cope with this business environment,
companies must be more responsive and flexible in their service capabilities to meet customer
needs.
In addition to the issues of childlessness and massive labor shortage after the pandemic in
Taiwan, if companies do not continuously focus on improving their internal service quality and
retaining talents, the corporate risk will be intensified. In a business environment that
emphasizes on rapid response, the frontline workers are likely to pass on the corporate risk and
expose it to customers, resulting in incalculable losses.
This study uses a qualitative case research approach, taking the case of company J, an
OEM flooring manufacturer as an example. Through semi-structured interviews and focusing
on the source of the service profit chain: internal service quality, this study explores how the
satisfaction level of internal service quality of salespeople affects the service capability and the
satisfaction level of external customers.
The findings of this study show that the service capability of salespeople in manufacturing depends on good cross-departmental service. When companies do not pay attention to internal
service quality and process optimization, salespeople will waste a lot of time and resources
focusing on internal issues rather than the core business itself. Continuous optimization of
internal processes is the only way to achieve good internal service quality, and when the supply
chain and market environment are facing changes, efficient internal operations and good
internal service can make the enterprise more flexible and adaptable. This helps to provide
better products and services to meet customers' needs and to stand out in a competitive
environment.

謝 誌 ...................................................................................................................................... Ⅰ
摘 要 ........................................................................................................................................ Ⅱ
Abstract ................................................................................................................................. Ⅲ
目次 .......................................................................................................................................... V
表次 ....................................................................................................................................... VII
第一章 緒論 ........................................................................................................................ 1
第一節 研究背景與動機 ................................................................................................. 1
第二節 研究目的 ............................................................................................................. 3
第三節 研究流程 ............................................................................................................. 4
第二章 文獻探討 .............................................................................................................. 5
第一節 服務利潤鏈 ......................................................................................................... 5
第二節 內部服務品質 ..................................................................................................... 6
第三節 服務行為 ........................................................................................................... 10
第四節 員工滿意度 ....................................................................................................... 11
第五節 顧客滿意度 ....................................................................................................... 12
第三章 研究方法 ............................................................................................................ 14
第一節 研究設計 ............................................................................................................. 14
第二節 研究個案介紹 ..................................................................................................... 16
第三節 訪談大綱 ............................................................................................................. 22
第四章 研究資料分析結果與討論 ........................................................................... 23
第五章 結論與建議 ........................................................................................................ 36
第一節 研究結論 ............................................................................................................. 36
第二節 研究限制與建議 ................................................................................................. 38
參考文獻................................................................................................................................ 39
中文文獻 ........................................................................................................................... 39
英文文獻 ........................................................................................................................... 40

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