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| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 任立中 | |
| dc.contributor.author | Chia-Tzu Chang | en |
| dc.contributor.author | 張家慈 | zh_TW |
| dc.date.accessioned | 2021-06-15T03:53:12Z | - |
| dc.date.issued | 2010 | |
| dc.date.submitted | 2010-07-05 | |
| dc.identifier.citation | 一、 中文部分
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| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/44703 | - |
| dc.description.abstract | 服務金三角中，企業、員工與顧客形成密不可分的關係。而其中第一線銷售人員與顧客參與行為將直接影響服務運送的創價過程，因此本研究目的在發展衡量顧客參與行為之良好工具，並探究顧客參與行為與員工工作投入之關係。
本研究一開始對國內某內衣企業之銷售人員，以焦點訪談方式來發展顧客參與之問項。經過專家檢視後，加入文獻中已發展之員工工作投入相關量表製成問卷，針對該內衣企業銷售人員進行施測。發出500份問卷，回收441份，有效問卷率為60.6%。第一階段以spss12.0版軟體對顧客參與行為進行探索性因素分析與信度分析，再以Lisrel8.51版軟體對顧客參與量表及員工投入量表進行驗證信因素分析以確立其建構效度。第二階段以員工投入為依變數，員工的人格特徵(自尊、道德承諾)、主管特徵(體諒行為、參與式管理)和工作特徵（工作多樣性、回饋、任務認同度、工作自主性）為第一層控制變項，再分別加入顧客參與行為作為第二層控制變項，以層級迴歸法檢驗顧客參與行為與員工工作投入之關係。 研究結果將顧客參與行為分為專業關係導向、個人關係導向、慷慨大器導向、知識－任務導向、情緒性善變導向、自我中心導向及失焦導向，研究結果顯示由這七個構面所構成之服務業顧客參與量表具有良好的信度與效度。在探究顧客參與行為與員工工作投入的部分，本研究發現顧客參與行為中的知識－任務導向、情緒性善變導向、自我中心導向對員工投入均有顯著正向影響。 最後本研究根據實證結果提出實務上與後續研究之建議。 | zh_TW |
| dc.description.abstract | The research investigates customer participation trait in the service process, in order to develop a customer participation scale with good validity and reliability. In addition, it was hypothesized that the customer participation behaviors have impact on job involvement. This dissertation consists of the following sections: first, the literature review suggests a potential area of contribution and offers related knowledge; second, the research framework for the study is provided, including results of the empirical analysis. In the conclusions, the marketing and managerial implications are discussed.
The research uses group interview and find the potential traits on customer participation behaviors, and executes factor analysis to construct the content of customer participation scale, which embraces professional relationship orientation, personal relationship orientation, generous orientation, knowledge-task orientation, emotional capricious orientation, self-centered orientation and out of focus orientation. In the next step, it employs hierarchical regression to find the effect of customer participation behaviors on job involvement. The research result demonstrates that knowledge-task orientation, emotional capricious orientation, and self-centered orientation have outstanding influence on job involvement. | en |
| dc.description.provenance | Made available in DSpace on 2021-06-15T03:53:12Z (GMT). No. of bitstreams: 1 ntu-99-R97724041-1.pdf: 5831146 bytes, checksum: 85c1dfcce1cb45f14630759ed2e77095 (MD5) Previous issue date: 2010 | en |
| dc.description.tableofcontents | 目錄
致謝詞..................................................I 中文摘要................................................II 英文摘要................................................III 目錄....................................................IV 表次....................................................VI 圖次....................................................IX 第一章 緒論 1 第一節 研究背景與動機……………………………………………1 第二節 研究目的……………………………………………………3 第二章 文獻分析 4 第一節 顧客參與(customer participate)之定義……………4 第二節 顧客參與行為之內涵……………………………………6 第三節 顧客參與之目的…………………………………………8 第四節 影響顧客參與之因素……………………………………9 第五節 顧客參與之重要性………………………………………11 第三章 研究方法 16 第一節 研究假設…………………………………………………16 第二節 研究流程…………………………………………………17 第三節 研究架構…………………………………………………18 第四節 研究對象…………………………………………………19 第五節 研究工具…………………………………………………21 第六節 研究流程…………………………………………………24 第四章 研究結果與分析 36 第一節 樣本基本資料……………………………………………36 第二節 問卷之項目分析…………………………………………38 第三節 問卷之探索性因素分析…………………………………40 第四節 問卷之驗證性因素分析…………………………………55 第五節 顧客參與與員工工作投入之關係………………………69 第五章 結論與建議 77 第一節 結論………………………………………………………77 第二節 行銷與管理意涵…………………………………………79 第三節 研究限制…………………………………………………81 第四節 後續研究建議……………………………………………81 參考文獻 82 附錄一：訪談大綱 87 附錄二：逐字搞 88 附錄三：研究問卷 105 | |
| dc.language.iso | zh-TW | |
| dc.subject | 工作投入 | zh_TW |
| dc.subject | 顧客參與 | zh_TW |
| dc.subject | 驗證性因素分析 | zh_TW |
| dc.subject | 層級迴歸分析 | zh_TW |
| dc.subject | 量表 | zh_TW |
| dc.subject | Hierarchical regression analysis | en |
| dc.subject | Customer participation | en |
| dc.subject | Confirmatory Factor Analysis (CFA) | en |
| dc.subject | Scale | en |
| dc.subject | Job involvement | en |
| dc.title | 發展服務業顧客參與之量表並探究其與員工工作投入之關係---以知名跨國內衣企業為例 | zh_TW |
| dc.title | Construction of Customer Participation Scale and the Effect of Customer Participation Traits on Job Involvement | en |
| dc.type | Thesis | |
| dc.date.schoolyear | 98-2 | |
| dc.description.degree | 碩士 | |
| dc.contributor.oralexamcommittee | 謝明慧,周建亨 | |
| dc.subject.keyword | 顧客參與,工作投入,量表,驗證性因素分析,層級迴歸分析, | zh_TW |
| dc.subject.keyword | Customer participation,Job involvement,Scale,Confirmatory Factor Analysis (CFA),Hierarchical regression analysis, | en |
| dc.relation.page | 114 | |
| dc.rights.note | 有償授權 | |
| dc.date.accepted | 2010-07-05 | |
| dc.contributor.author-college | 管理學院 | zh_TW |
| dc.contributor.author-dept | 國際企業學研究所 | zh_TW |
| 顯示於系所單位： | 國際企業學系 | |
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