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題名 Web2.0網站的B2B價值共創模式下影響忠誠度的因素研究
The study of the factor which impact loyalty under web2.0 b2b value co-creation mode the study of the factor which impact loyalty under web2.0 B2B value co-creation mode作者 林大維 貢獻者 洪叔民
林大維關鍵詞 Web2.0
B2B滿意度模型
價值共創
顧客忠誠度
網友評價日期 2009 上傳時間 3-Sep-2013 14:39:24 (UTC+8) 摘要 本研究以B2B忠誠度模型探討Web2.0評價網站中同時身為價值共創夥伴與顧客的公司在選擇該平台時所在意的因素，分別探討服務品質對滿意度、關係績效對滿意度、成本績效對滿意度以及滿意度與忠誠度的關係。並以評價網站中的特殊因素-網友評價作為干擾變數，對這些價值共創夥伴持續使用該平台意願的影響。 而本研究選擇愛評網當作個案網站，針對其平台的顧客-餐廳以及該平台的使用者進行開放性的價值共創訪談，確定本研究的研究方向與架構後針對餐廳端設計問卷並且發放，總共回收90份有效問卷，以Partial Least Square(PLS)進行分析，得到以下結論：-服務品質對顧客滿意度有正向影響-關係績效對顧客滿意度有正向影響-成本績效對顧客滿意度有正向影響-顧客滿意度對顧客忠誠度有正想影響-網友評價對顧客忠誠度有顯著調節效果 參考文獻 英文文獻：(1) Adner, R. (2006), “Match Your Innovation Strategy to Your Innovation Ecosystem”, Harvard Business Review, 84(4), pp. 98-107.(2) Anderson, Chris (2004), “The Long Tail”, Wired, 12(1),pp.1-5. (3) Anita, D.B. and Ulrike, S. (2006), “The Role of Relational and Operational Performance in Business-to-Business Customers’ Adoption of Self-Service Technology”, Journal of Service Research, 8(4), pp. 372-385.(4) Arthur, A.and John, H. (1996), “The Real Value of ON-LINE Communities”, Harvard Business Review, pp. 134-141.(5) Barnes, S.and Vidgen, R. (2002), “An integrative approach to the assessment of e-commerce quality”, Journal of Electronic Commerce Research. 3(3), pp. 114-127.(6) Beth, Davis S., Cornelia D., John T. Mentzer, and Matthew B. Myers (2009), “Creating commitment and loyalty behavior among retailers: what are the roles of service quality and satisfaction?”, Journal of the Academy of Marketing Science, 37(4), pp. 440-454.(7) Brady, M. K. and Cronin, Jr., J. J. (2001), “Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach,”, Journal of Marketing, 65(3), pp. 34-49.(8) Bryant, L., Denise, A. J. and Sally, K. W. (2004), “Managing Value Creation within the Firm：An Examination of Multiple Performance Measures”, Journal of Management Accounting Research, 16(1), pp. 107-131.(9) Carbonara, N. (2005), “Information and Communication Technology and Geographical Clusters: Opportunities and Spread”, Technovation, 25(1), pp. 213–222.(10) Christopher, M. G., Payne, A. F., and Ballantyne, D. (1991), “Relationship Marketing: Bringing Quality, Customer Service and Marketing Together” ,Oxford: Butterworth-Heinemann.(11) Colwell, Scott(2009), “Effects of Organizational and Serviceperson Orientation on Customer Loyalty”, Management Decision,47(10), pp. 1489-1513.(12) Collier, J. E., and Bienstock, C. C. (2006), “Measuring Service Quality in E-Retailing”, Journal of Service Research, 8(3), pp. 260-275.(13) Collier, J. E., and Bienstock, C. C. (2009), “Model Misspecification: Contrasting Formative and Reflective Indicators for a Model of E-Service Quality”, Journal of Marketing Theory & Practice, 17(3), pp. 283-293.(14) Crawford, and Getty (1991), “Consumer Satisfaction/Dissatisfaction with Professional Service”, Journal of Professional Service Marketing, 7(2), pp. 19-25.(15) Davis, B. R. and Mentzer, J. T. (2006), “Logistics Service Driven Loyalty: An Exploratory Study,” Journal of Business Logistics, 27(2), pp. 53-73.(16) Devaraj, S., Fan, M. and Kohli, R. (2002), “Antecedents of B2C Channel Satisfaction and Preference: Validating E-commerce Metrics”, Information Systems Research, 13, pp. 316–333.(17) Dresner, M. and Xu, K. (1995), “Customer Service, Customer Satisfaction, and Corporate Performance in the Service Sector”, Journal of Business Logistics, 16(1), pp. 23-40.(18) Ellinger, A. E. and Daugherty, P. J. (1997), “The Relationship Between Integrated Logistics and Customer Service,” Transportation Research Part E, 33(2), pp. 129-138.(19) Ellinger, A. E., Daugherty, P. J., and Plair, Q. J. (1999), “Customer Satisfaction and Loyalty in Supply Chain: The Role of Communication,” Transportation Research Part E, 35(2), pp. 121-134.(20) Fornell, C., and D. F. Larcker.(1981), “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error,” Journal of Marketing Research ,18(1), pp. 39-50.(21) Fornell, C., Michael D.J., Eugene, W.A., Jaesung, C., & Barbara, E. B.(1996),”The American Customer Satisfaction Index: Nature, Purpose, and Finding”, Journal of Marketing, 60(1), pp.7-18.(22) Fynes, B., Voss, C., and de Burca, S. (2005), “The Impact of Supply Chain Relationship Quality on Quality Performance,” International Journal of Production Economics, 96(3), pp. 339-354.(23) Gefen, D. (2002), “Reflections on the Dimensions of Trust and Trustworthiness among Online Consumers”, SIGMIS Database, 33(3), pp. 38-53.(24) Gefen, D.(2000), “E-Commerce: The Role of Familiarity and Trust,” Omega, 28(6), pp. 725-737.(25) Gefen, D., E. Karahanna, and D. W. Straub.(2003), “Trust and TAM in Online Shopping: An Integrated Model,” MIS Quarterly, 27(1), pp. 51-90. (26) Grace, T. R. & Jerry, L. (2006), “Ethical Customer Value Creation: Drivers and Barriers”, Journal of Business Ethics, 67(1), pp. 93-105.(27) Gale, B. T. (1994), “Managing Customer Value : Creating Quality and Service that Customer can See”, Simon and Schuster.(28) Graham D. 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(2002), “WEBQUAL: A Measure of Website Quality”, AMA Winter Educators` Conference Proceedings, 13, pp. 432-437.(40) Marcel, B., Allan, A., and Bettina B.(2010), “Users as Innovators: A Review, Critique, and Future Research Directions”, Journal of Management.(41) Meeker, Mary. (2005), “Global Technology/Internet Trends”, Morgan Stanley, San Francisico.(42) Normann, R. and Ramirez, R., (1993), “From value chain to value constellation: designing interactive strategy”, Harvard Business Review, 71(4), pp. 65-77.(43) Nunnally, J. C. (1978), “Psychometric Theory”, McGraw-Hill, New York.(44) Oliver, R. L. (1980), “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decision,” Journal of Marketing Research, 17(4), pp. 460-469.(45) Oliver, R. L. and DeSarbo, W. S. (1988), “Response Determinants in Satisfaction Judgment,” Journal of Consumer Research, 14(4), pp. 495-507.(46) Panayides, P. M. and So, M. 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國立政治大學
企業管理研究所
97355049
98資料來源 http://thesis.lib.nccu.edu.tw/record/#G0097355049 資料類型 thesis dc.contributor.advisor 洪叔民 zh_TW dc.contributor.author (Authors) 林大維 zh_TW dc.creator (作者) 林大維 zh_TW dc.date (日期) 2009 en_US dc.date.accessioned 3-Sep-2013 14:39:24 (UTC+8) - dc.date.available 3-Sep-2013 14:39:24 (UTC+8) - dc.date.issued (上傳時間) 3-Sep-2013 14:39:24 (UTC+8) - dc.identifier (Other Identifiers) G0097355049 en_US dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/59776 - 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) 97355049 zh_TW dc.description (描述) 98 zh_TW dc.description.abstract (摘要) 本研究以B2B忠誠度模型探討Web2.0評價網站中同時身為價值共創夥伴與顧客的公司在選擇該平台時所在意的因素，分別探討服務品質對滿意度、關係績效對滿意度、成本績效對滿意度以及滿意度與忠誠度的關係。並以評價網站中的特殊因素-網友評價作為干擾變數，對這些價值共創夥伴持續使用該平台意願的影響。 而本研究選擇愛評網當作個案網站，針對其平台的顧客-餐廳以及該平台的使用者進行開放性的價值共創訪談，確定本研究的研究方向與架構後針對餐廳端設計問卷並且發放，總共回收90份有效問卷，以Partial Least Square(PLS)進行分析，得到以下結論：-服務品質對顧客滿意度有正向影響-關係績效對顧客滿意度有正向影響-成本績效對顧客滿意度有正向影響-顧客滿意度對顧客忠誠度有正想影響-網友評價對顧客忠誠度有顯著調節效果 zh_TW dc.description.tableofcontents 第壹章 緒論 5第一節 研究背景與研究動機 5第二節 論文架構 8第三節 研究範圍 9第四節 個案公司簡介 10第五節 研究流程 15第貳章 文獻探討 16第一節 網路產業發展與WEB2.0 16第二節 價值共創 34第三節 服務品質與網路服務品質 39第四節 B2B的顧客滿意度與忠誠度 46第參章 研究方法 47第一節 研究架構 47第二節 研究變數與假說 48第三節 變數衡量與問卷設計 50第肆章 研究發現與分析 59第一節 研究發現 59第二節 研究分析 74第伍章 結論與建議 75第一節 研究結論 76第二節 實務建議 77第三節 研究貢獻 78第四節 研究限制及未來研究建議 79參考文獻 81附錄一 研究問卷 89 zh_TW dc.format.extent 1193320 bytes - dc.format.mimetype application/pdf - dc.language.iso en_US - dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0097355049 en_US dc.subject (關鍵詞) Web2.0 zh_TW dc.subject (關鍵詞) B2B滿意度模型 zh_TW dc.subject (關鍵詞) 價值共創 zh_TW dc.subject (關鍵詞) 顧客忠誠度 zh_TW dc.subject (關鍵詞) 網友評價 zh_TW dc.title (題名) Web2.0網站的B2B價值共創模式下影響忠誠度的因素研究 zh_TW dc.title (題名) The study of the factor which impact loyalty under web2.0 b2b value co-creation mode the study of the factor which impact loyalty under web2.0 B2B value co-creation mode en_US dc.type (資料類型) thesis en dc.relation.reference (參考文獻) 英文文獻：(1) Adner, R. (2006), “Match Your Innovation Strategy to Your Innovation Ecosystem”, Harvard Business Review, 84(4), pp. 98-107.(2) Anderson, Chris (2004), “The Long Tail”, Wired, 12(1),pp.1-5. (3) Anita, D.B. and Ulrike, S. (2006), “The Role of Relational and Operational Performance in Business-to-Business Customers’ Adoption of Self-Service Technology”, Journal of Service Research, 8(4), pp. 372-385.(4) Arthur, A.and John, H. (1996), “The Real Value of ON-LINE Communities”, Harvard Business Review, pp. 134-141.(5) Barnes, S.and Vidgen, R. (2002), “An integrative approach to the assessment of e-commerce quality”, Journal of Electronic Commerce Research. 3(3), pp. 114-127.(6) Beth, Davis S., Cornelia D., John T. Mentzer, and Matthew B. Myers (2009), “Creating commitment and loyalty behavior among retailers: what are the roles of service quality and satisfaction?”, Journal of the Academy of Marketing Science, 37(4), pp. 440-454.(7) Brady, M. K. and Cronin, Jr., J. J. (2001), “Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach,”, Journal of Marketing, 65(3), pp. 34-49.(8) Bryant, L., Denise, A. J. and Sally, K. W. (2004), “Managing Value Creation within the Firm：An Examination of Multiple Performance Measures”, Journal of Management Accounting Research, 16(1), pp. 107-131.(9) Carbonara, N. (2005), “Information and Communication Technology and Geographical Clusters: Opportunities and Spread”, Technovation, 25(1), pp. 213–222.(10) Christopher, M. G., Payne, A. F., and Ballantyne, D. (1991), “Relationship Marketing: Bringing Quality, Customer Service and Marketing Together” ,Oxford: Butterworth-Heinemann.(11) Colwell, Scott(2009), “Effects of Organizational and Serviceperson Orientation on Customer Loyalty”, Management Decision,47(10), pp. 1489-1513.(12) Collier, J. E., and Bienstock, C. C. (2006), “Measuring Service Quality in E-Retailing”, Journal of Service Research, 8(3), pp. 260-275.(13) Collier, J. 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(1997), “The Relationship Between Integrated Logistics and Customer Service,” Transportation Research Part E, 33(2), pp. 129-138.(19) Ellinger, A. E., Daugherty, P. J., and Plair, Q. J. (1999), “Customer Satisfaction and Loyalty in Supply Chain: The Role of Communication,” Transportation Research Part E, 35(2), pp. 121-134.(20) Fornell, C., and D. F. Larcker.(1981), “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error,” Journal of Marketing Research ,18(1), pp. 39-50.(21) Fornell, C., Michael D.J., Eugene, W.A., Jaesung, C., & Barbara, E. B.(1996),”The American Customer Satisfaction Index: Nature, Purpose, and Finding”, Journal of Marketing, 60(1), pp.7-18.(22) Fynes, B., Voss, C., and de Burca, S. (2005), “The Impact of Supply Chain Relationship Quality on Quality Performance,” International Journal of Production Economics, 96(3), pp. 339-354.(23) Gefen, D. 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