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研究生:楊玴榮
研究生(外文):Yi-Rong Yang
論文名稱:顧客參與與服務交易績效關係之探討
論文名稱(外文):Research on the Relationship between Customer Participation and Services 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
口試委員:許瞻桂董玉娟許淑寬
口試委員(外文):Chan-Kuei HsuYu-Chuan TungShu-Kuan Hsu
口試日期:2013-06-10
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:人力資源發展系碩士班
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:2013
畢業學年度:101
語文別:中文
論文頁數:66
中文關鍵詞:顧客參與客製化交易績效信任
外文關鍵詞:customer participationcustomerizationtransaction performancetrust
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過去有關顧客參與的研究主要集中在企業對消費者觀點進行探討,本研究採取企業對企業觀點來進行顧客參與的相關研究。本研究旨在探討組織間顧客(買方企業)參與對交易績效之影響;研究顧客(買方企業)參與是否會透過客製化進而影響交易績效的影響;最後進一步探討信任對顧客參與及交易績效是否具調和效果。
本研究以便利抽樣問卷調查法,南部大型企業為研究樣本,並以企業內部的服務採購案為分析單位,共發出400份問卷,有效回收為209份。經研究分析,主要發現顧客參與對交易績效有正向影響,並且對客製化有正向影響,信任會加強顧客參與對交易績效間的關係。

In the past, researches about customer participation mainly focused on the view of B2C. This research adopts the perspectives of inter-organization relationships to conduct customer participation related research. The purpose of this study is to explore the influence on customer participation between organizations and the transaction performance. This study discusses whether customer (buyer firm) participation affects the transaction performance through customerization. Also, the research examines whether trust has the modulate effect on customer participation and transaction performance as well.
This research applies convenience sampling. The samples are the big enterprises of south Taiwan. A total of 400 questionnaires were sent and 209 valid samples were found . This research found that the customer participation have a positive effect with the customerization and transaction performance. Furthermore, trust could enhance a good relationship between customer participation and transaction performance.

中文摘要 I
Abstract II
謝誌 III
目錄 IV
表目錄 V
圖目錄 VI
第一章 緒論 1
第一節 研究動機與背景 1
第二節 研究目的 3
第三節 研究流程 4
第二章 文獻探討 6
第一節 顧客參與 6
第二節 客製化 11
第三節 信任 13
第四節 交易績效 17
第五節 各研究變項之關係 20
第三章 研究方法 25
第一節 研究架構 25
第二節 研究假說 26
第三節 研究變項之操作性定義與衡量工具 27
第四節 分析單位與資料收集過程 31
第五節 資料分析方法 33
第四章 資料分析與結果 35
第一節 樣本特性描述 35
第二節 量表之因素及信度分析 38
第三節 各研究變項之敘述性統計與相關分析 43
第四節 各研究變項之迴歸分析 44
第五節 中介效果 46
第六節 調和結果分析 48
第七節 研究假說檢定結果 49
第五章 結論與建議 50
第一節 研究結論 50
第二節 學術及管理貢獻 52
第三節 研究限制與後續研究建議 54
參考文獻 55
附錄 65

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