| dc.contributor.advisor | 巫立宇 | zh_TW |
| dc.contributor.advisor | Wu, Lei Yu | en_US |
| dc.contributor.author (作者) | 陳慧怡 | zh_TW |
| dc.contributor.author (作者) | Chen, Huei Yi | en_US |
| dc.creator (作者) | 陳慧怡 | zh_TW |
| dc.creator (作者) | Chen, Huei Yi | en_US |
| dc.date (日期) | 2010 | en_US |
| dc.date.accessioned | 29-九月-2011 16:31:43 (UTC+8) | - |
| dc.date.available | 29-九月-2011 16:31:43 (UTC+8) | - |
| dc.date.issued (上傳時間) | 29-九月-2011 16:31:43 (UTC+8) | - |
| dc.identifier (其他 識別碼) | G0098355035 | en_US |
| dc.identifier.uri (URI) | http://nccur.lib.nccu.edu.tw/handle/140.119/50743 | - |
| dc.description (描述) | 碩士 | zh_TW |
| dc.description (描述) | 國立政治大學 | zh_TW |
| dc.description (描述) | 企業管理研究所 | zh_TW |
| dc.description (描述) | 98355035 | zh_TW |
| dc.description (描述) | 99 | zh_TW |
| dc.description.abstract (摘要) | 在日益競爭的商業環境下，企業看待企業客戶的觀點，由傳統競爭觀點轉變為，有越來越多企業選擇與企業客戶建立夥伴關係，Bidault et al.(1998)的研究指出高科技廠商在新產品開發過程中，會協同其供應商共同參與研發設計過程，期望藉此能發揮一加一大於二的綜效效果，為企業帶來更好的績效表現。 Sasser(1990)指出若企業能提高5%的顧客維持率，利潤將可望提高25%~85%，既有的顧客能藉由與企業重複交易與為企業宣傳來吸引新顧客，使企業獲取更好的利潤，因此本研究沿用此一概念，採取量化衡量方式，以統計軟體SPSS17.0版本進行資料分析，試圖探討企業之間如何產生自發性忠誠行為，引用B2C關係行銷的概念於B2B交易情境中討論，將企業客戶視為顧客，以關係利益為前置變數，分別檢驗關係利益三大構面－信心利益、社會利益與特殊對待利益，與企業專屬資產投資的關係與影響企業專屬資產投資的程度，再以專屬資產投資七大分類－實體專屬資產、人力資源專屬資產、特定專屬資產、無形專屬資產、心理層面認同專屬資產、忠誠客戶優惠專屬資產、區位專屬資產，做為衡量企業專屬資產投資程度的指標，並以此做為中介變數，檢驗企業專屬資產投資是否會引發企業具有忠誠行為表現。 經由實證研究顯示，信心利益與企業專屬資產投資並無明顯的正向因果關係，社會利益與特殊對待利益皆與企業專屬資產投資呈現正向因果關係，企業專屬資產投資也對企業自發性忠誠行為表現具有正向影響力，表示企業在交易過程中，如能與企業客戶互動密切並發展出朋友般的關係、給予企業客戶優惠的利益、提供較低的價格、給予折扣等，都能誘發企業客戶進行專屬資產投資，而當企業客戶進行越多的專屬於特定企業的資產投資，則越能對該企業展現忠誠行為，表現在願意再度與企業交易或成為企業的促銷者，宣傳企業的優秀表現於其它廠商，帶給企業更好的績效表現。 本研究從關係行銷的觀點出發，希望能提供企業一些管理上的建議，企業可著重於與企業客戶維持長期的交易，視企業客戶為企業內部顧客，與企業客戶發展出夥伴關係，強化企業客戶的忠誠度，提升企業營運的利潤，來抗衡現今動態的商業競爭環境。 | zh_TW |
| dc.description.abstract (摘要) | Nowadays with the business environment becoming much more competitive, in order to build a solid partnership with clients, corporations will try to form specific assets to raise clients’ potential costs of switching associates. The purpose of this research is to build a B2B context about specific assets investment sales and to discuss the enterprise voluntary performance behavior. This research employs the theory of transaction cost economics as fundamental bases to classify specific assets investment into seven major categoriesas following: physical specific asset, human specific asset, idiosyncratic, intangible, psychological identification, loyalty client, and territorial. The research shows specific assets investment has a positive significant impact on loyalty behavior. Besides,this research also test whteher relational benefits have positive effect on specific assets investment, and the result also shows that relational benefits has a positive significant impact on specific assets investment.Lastly, the context provides corporations with management suggestions and academic implication. | en_US |
| dc.description.tableofcontents | 目錄 I圖目錄 III表目錄 III第一章 1第一節 研究動機 1第二節 研究目的 6第二章 文獻回顧 7第一節 關係利益之內涵與構面 7第二節 專屬資產之內涵與構面 10第三節 企業忠誠行為之內涵與構面 12第四節 研究推論與假設 15第三章 研究方法 19第一節 研究架構 19第二節 研究變數之定義與衡量方法 20第三節 研究方法 29第四節 研究對象 32第四章 資料分析與研究結果 33第一節 基本資料分析 33第二節 因素分析 37第三節 信度與效度分析 44第四節 關係利益、專屬資產投資與企業忠誠行為基本統計分析 49第五節 關係利益、專屬資產投資與企業忠誠行為相關分析 50第六節 迴歸分析 52第五章 結論與建議 56第一節 研究結果與討論 56第二節 管理實務建議 59第三節 研究限制與建議 61參考文獻 64附錄 68 | zh_TW |
| dc.language.iso | en_US | - |
| dc.source.uri (資料來源) | http://thesis.lib.nccu.edu.tw/record/#G0098355035 | en_US |
| dc.subject (關鍵詞) | 關係利益 | zh_TW |
| dc.subject (關鍵詞) | 企業專屬資產投資 | zh_TW |
| dc.subject (關鍵詞) | 忠誠行為 | zh_TW |
| dc.subject (關鍵詞) | Relationship Benefits | en_US |
| dc.subject (關鍵詞) | Specific assets investment | en_US |
| dc.subject (關鍵詞) | Loyalty behavior | en_US |
| dc.title (題名) | B2B專屬資產投資對企業自發性表現行為之研究：關係利益為前置變數 | zh_TW |
| dc.type (資料類型) | thesis | en |
| dc.relation.reference (參考文獻) | 中文部分 | zh_TW |
| dc.relation.reference (參考文獻) | 1. 周建亨 (2009)，「顧客之服務參與對其與企業關係強度影響之研究」，台大管理論叢，第十九卷第二期，頁233-261。 | zh_TW |
| dc.relation.reference (參考文獻) | 2. 黃識銘、余泰魁 (2006)，「關係連結與未來關係互動之研究-關係品質中介效果」，管理與系統，第十三卷第三期，頁265-292。 | zh_TW |
| dc.relation.reference (參考文獻) | 3. 嚴秀茹、李有仁、蕭丞傑、李國書 (2006)，「顧客關係利益之階層探析：方法目的鏈之應用」，管理評論，第二十五卷第一期，頁95-119。 | zh_TW |
| dc.relation.reference (參考文獻) | 4. 洪順慶(2001)「服務與關係行銷：觀念和利益」，突破雜誌，第187期，第18-21頁。 | zh_TW |
| dc.relation.reference (參考文獻) | 英文部分 | zh_TW |
| dc.relation.reference (參考文獻) | 1. Anderson, E. and Jap, S. D. (2005). The dark side of close relationships. MIT Sloan Management Review, 46(3), 75-83. | zh_TW |
| dc.relation.reference (參考文獻) | 2. Barnes, J. G. (1997). Closeness, Strength, and Satisfaction: Examining the Nature of Relationships between Providers of Financial Services and Their Retail Customers. Psychology & Marketing, 14(8), 765-790. | zh_TW |
| dc.relation.reference (參考文獻) | 3. Barnes, J. G. (2001). Secrets of Customer Relationship Management: It’s All about How You Make Them Feel, New York: McGrew-Hill. | zh_TW |
| dc.relation.reference (參考文獻) | 4. Batt, P. F. (2003). Building Trust between Growers and Market Agents. Supply Chain Management, 8(1), 65-78. | zh_TW |
| dc.relation.reference (參考文獻) | 5. Berry, L. L. and Parasuraman, A. (1991). Marketing Service: Competing Through Quality, New York：Free Press. | zh_TW |
| dc.relation.reference (參考文獻) | 6. Bettencourt, L. A. (1997). Customer Voluntary Performance: Customers as Partners in Service Delivery. Journal of Retailing, 73(3), 383-406. | zh_TW |
| dc.relation.reference (參考文獻) | 7. Chen, Y. R., Yang, C., Hsu, S. M., and Wang, Y. D. (2009). Entry Mode Choice in China’s Regional Distribution Markets: Institution vs. Transaction Costs Perspectives. Industrial Marketing Management, 38(7), 702-713 | zh_TW |
| dc.relation.reference (參考文獻) | 8. Cheung, G. W. and Rensvold, R. B. (2002). Evaluating Goodness-of-Fit Indexes for Measurement Invariance. Structural Equation Modeling, 9(2), 233-255. | zh_TW |
| dc.relation.reference (參考文獻) | 9. Chiou, J. S., Droge, C., and Hanvanich, S. (2002). Does Customer Knowledge Affect How Loyalty is Formed? Journal of Service Research. 5(2), 113-124. | zh_TW |
| dc.relation.reference (參考文獻) | 10. Churchill, G. A., Jr. (1979). A Paradigm for Developing Better Measures of Marketing Constructs. Journal of Marketing Research, 16(1), 64-73. | zh_TW |
| dc.relation.reference (參考文獻) | 11. Chonko, L. B. (1986). Organizational Commitment in the Sales Force. Journal of Personal Selling & Sales Management, 6(3), 19-27. | zh_TW |
| dc.relation.reference (參考文獻) | 12. Cronin, Jr. J. J. and Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55-68. | zh_TW |
| dc.relation.reference (參考文獻) | 13. Crosby, L. A., Evans, K. R., and Cowles, D. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 54(2), 68-81. | zh_TW |
| dc.relation.reference (參考文獻) | 14. Gadde, L. E. and Snehota, I. (2000). Making the Most of Supplier Relationships. Industrial Marketing Management, 29(4), 305-316. | zh_TW |
| dc.relation.reference (參考文獻) | 15. Gadde, L. R. and Hulthén, K. (2009).Improving logistics outsourcing through increasing buyer-provider interaction.Industrial Marketing Management, 38(6), 633-640 | zh_TW |
| dc.relation.reference (參考文獻) | 16. Goodwin, C. (1997). Communality as A Dimension of Service Relationships. Journal of Consumer Psychology, 5(4), 387-415. | zh_TW |
| dc.relation.reference (參考文獻) | 17. Gremler, D. D. and Gwinner, K. P. (2000). Customer-Employee Rapport in Service Relationships. Journal of Service Research, 3(1), 82-104. | zh_TW |
| dc.relation.reference (參考文獻) | 18. Heide, J. B. and John, G. (1988). The Role of Dependence Balancing in Safeguarding Transaction-Specific Assets in Conventional Channels. Journal of Marketing, 52(1), 20-35. | zh_TW |
| dc.relation.reference (參考文獻) | 19. Heide, J. B. and John, G. (1990). Alliances in Industrial Purchasing: The Determinants of Joint Action in Buyer-Supplier Relationships. Journal of Marketing Research, 27(1), 24-36. | zh_TW |
| dc.relation.reference (參考文獻) | 20. Hennig-Thurau, T., Gwinner, K. P., and Gremler, D. D. (2002). Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality. Journal of Service Research, 4(3), 230-247. | zh_TW |
| dc.relation.reference (參考文獻) | 21. Keh, H. T. and Xie, Y. (2009). Corporate Reputation and Customer Behavioral Intentions: The Roles of Trust, Identification and Commitment. Industrial Marketing Management, 38(7), 732-742 | zh_TW |
| dc.relation.reference (參考文獻) | 22. Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decision. Journal of marketing Research, 17(4), 460-469. | zh_TW |
| dc.relation.reference (參考文獻) | 23. Oliver, R. L. (1993). Cognitive, Affective, and Attribute Bases of the Satisfaction Response. Journal of Consumer Research, 20(4), 418-430. | zh_TW |
| dc.relation.reference (參考文獻) | 24. Organ, D. W. (1988). Organizational Citizenship Behavior. Lexington, MA: Lexington Books. | zh_TW |
| dc.relation.reference (參考文獻) | 25. Patterson, P. G. and Smith, T. (2001). Modeling Relationship Strength across Service Types in an Eastern Culture. International Journal of Service Industry Management, 12(2), 90-113. | zh_TW |
| dc.relation.reference (參考文獻) | 26. Peltier, J. W. and Westfall, J. E. (2000). Dissecting the HMO-Benefits Managers Relationship: What to Measure and Why. Marketing Health Services, 20(2), 4-13. | zh_TW |
| dc.relation.reference (參考文獻) | 27. Rauyruen, P. and Miller, K. E. (2007). Relationship Quality as a Predictor of B2B Customer Loyalty. Journal of Business Research, 60(1), 21-31. | zh_TW |
| dc.relation.reference (參考文獻) | 28. Ravald, A. and Gronroos, C. (1996). The Value Concept and Relationship Marketing. European Journal of Marketing. 30(2), 19-30. | zh_TW |
| dc.relation.reference (參考文獻) | 29. Reynolds, K. E. and Beatty, S. E. (1999). Customer Benefits and Company Consequences of Customer-Salesperson Relationships in Retailing. Journal of Retailing, 75(1), 11-32. | zh_TW |
| dc.relation.reference (參考文獻) | 30. Rosenbaum, M. S. and Massiah, C. A. (2007). When Customers Receive Support From Other Customers: Exploring the Influence of Intercustomer Social Support on Customer Voluntary Performance. Journal of Service Research, 9(3), 257-270. | zh_TW |
| dc.relation.reference (參考文獻) | 31. Smith, J. B. (1998). Buyer-Seller Relationships: Similarity, Relationship Management, and Quality. Psychology & Marketing, 13(2), 3-21. | zh_TW |
| dc.relation.reference (參考文獻) | 32. Williamson, O.E.(1985). The Economic Institutions of Capitalism: Firms, Markets, Relational Contracting, New York: The Free Press. | zh_TW |
| dc.relation.reference (參考文獻) | 33. Zaheer, A. and Venkatraman, N. (1995). Relational Governance as an Interorganizational Strategy: An Empirical Test of the Role of Trust in Economic Exchange. Strategic Management Journal, 16(5), 373-392 | zh_TW |
| dc.relation.reference (參考文獻) | 34. Zeithaml, V. A., Parasuraman, A., and Berry, L. L. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31-46. | zh_TW |
