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研究生:郭怡均
研究生(外文):yi-chung kuo
論文名稱:服務業公司的顧客價值管理之資訊蒐集
指導教授:許淑寬許淑寬引用關係
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:人力資源發展系
學門:商業及管理學門
學類:其他商業及管理學類
論文出版年:2010
畢業學年度:98
語文別:中文
論文頁數:94
中文關鍵詞:服務特性顧客價值資訊蒐集不確定性
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由於服務業競爭激烈、企業間彼此相互模仿、削價競爭嚴重,服務業公司必須以顧客價值為導向,試圖提供顧客所需的產品與服務,才能在競爭的產業裡生存。
本研究旨欲瞭解服務公司的顧客價值之蒐集行為模式與實際情形,特採用個案研究,並對四家台灣服務業公司深入訪談,並利用訪談所得資料推論出五個命題結果。
本研究所獲得的結果發現,當服務公司面臨的任務環境變動高,組織須透過蒐集環境資訊以改善提供的服務;另外,任務結果不確定性高時,組織須透過多管道來源蒐集相關資訊;當顧客需求變化大時,組織對於顧客需求之資訊蒐集的頻率會增加;當組織的依賴他組織程度高時,組織須取得大量合作夥伴的資訊,以確保服務提供的品質;此外,當資訊對組織的重要性高時,組織對於此資訊的蒐集頻率會增加。
本研究結果期望可供服務業者瞭解有關顧客價值的資訊蒐集之模式與實際作法,並利用此模式獲得顧客價值之資訊,以提供能滿足顧客需求的產品或服務,進而使其在競爭的產業中獲得及維持其競爭優勢。
第壹章 緒論 1
第一節 研究動機與目的 1
第二節 研究流程 4
第貳章 文獻探討 5
第一節 服務特性 5
第二節 資訊處理 13
第三節 顧客價值 20
第四節 文獻總結 36
第參章 研究方法與設計 37
第一節 研究方法 37
第二節 研究資料的蒐集及研究工具 42
第三節 訪談問卷設計 43
第四節 研究的信度與效度 44
第五節 研究對象 47
第肆章 研究結果分析 60
第伍章 結論與建議 73
第一節 研究結論 73
第二節 研究貢獻與未來研究建議 76
參考文獻 78
附錄一 94
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