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研究生:林原合
研究生(外文):Yuan-Ho Lin
論文名稱:服務無形性對交易績效影響之探討
論文名稱(外文):Research on the Relationship Between Service Intangibility and Transaction Performance
指導教授:許淑寬許淑寬引用關係
指導教授(外文):Shu-Kuan Hsu
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:101
畢業學年度:100
語文別:中文
論文頁數:85
中文關鍵詞:無形性交易績效關係風險任務複雜度交易經驗
外文關鍵詞:intangibilitytransaction performancerelational risktask complexityexperience
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無形性是服務最關鍵的特性,過去有關無形性的研究主要集中在消費者觀點進行探討,本研究採取組織觀點來進行無形性的相關研究。本研究旨在探討組織間服務交易的無形性對交易績效之影響;其次研究無形性對關係風險之影響;並檢驗任務複雜度的介入是否會對無形性與交易績效產生調和效果,以及交易經驗是否會對無形性與關係風險產生調和效果;最後則進一步探討關係風險對無形性與交易績效之關係是否具中介效果。
本研究以便利抽樣問卷調查法,以南部地區企業為研究樣本,並以企業內部的服務採購案為分析單位,共發出360份問卷,有效回收為193份。經研究分析後,主要發現為無形性對交易績效有負向影響,並且對關係風險有正向影響,最後無形性會透過關係風險進一步影響交易績效。
Intangibility is one of the main characteristics of services. In the past, researches on intangibility focused on the consumer view. Now we focus on, in this research, the organization view. This study aims to explore the relationship between intangibility of inter-organization transaction and transaction performance. Furthermore, we examine the influence of intangibility on relational risk. And then, we test whether task complexity moderates the relationship between intangibility and tracsaction performance, and whether transaction experience moderates the relationship between intangibility and relational risk. Finally, we further examine whether the relational risk has mediating effects upon the relationship of intangibility and transaction performance.
In this study, 360 questionnaires were sent out, and 193 effective ones were received. After analyzing the data, there are three major findings. First, intangiblity has a significantly negative impact on transaction performance. Second, intangiblity has a significantly positive impact on relational risk. Finally, relational risk mediates the relationship between intangibility and transaction performance.
中文摘要 i
Abstract ii
目錄 iii
表目錄 iv
圖目錄 v
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究流程 4
第二章 文獻探討 6
第一節 服務無形性 6
第二節 關係風險 16
第三節 交易經驗 21
第四節 任務複雜度 24
第五節 交易績效 27
第六節 各研究變項關係之推論 30
第三章 研究方法 37
第一節 研究架構 37
第二節 研究假說 38
第三節 研究變項之操作型定義與衡量工具 39
第四節 分析單位與資料收集過程 44
第五節 資料分析方法 46
第四章 資料分析與結果 48
第一節 樣本特性描述 48
第二節 量表之因素及信度分析 51
第三節 各研究變項之敘述性統計與相關分析 56
第四節 各研究變項之迴歸分析 57
第五節 中介效果驗證 59
第六節 調和效果之分析 61
第七節 研究假設檢定結果 67
第五章 結論與建議 68
第一節 研究結論 68
第二節 學術及管理意涵與建議 70
第三節 研究限制與後續研究建議 72
參考文獻 74
附錄 84
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