供應鏈中影響客戶依賴與顧客承諾因素之研究

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題名:	供應鏈中影響客戶依賴與顧客承諾因素之研究
其他題名:	The Study of the Antecedents of Buyer's Dependence and Commitment under Supply Chain
作者:	白凢芸;葉子明 Fan-Yun Pai;Tsu-Ming Yeh
貢獻者:	國立彰化師範大學企業管理學系;大葉大學休閒事業管理學系
關鍵詞:	客戶承諾;產業特性;供應商能力;客戶依賴 Customer Commitment;Industrial Characteristic;Supplier Ability;Customer Dependence
日期:	2012-06-01
上傳時間:	2014-01-02 13:43:08 (UTC+8)
出版者:	南華大學企業管理學系
摘要:	本研究以客戶依賴的觀點，探討供應商能力、客戶與供應商互動以及產業特性等因素是否會影響客戶承諾，並研究客戶依賴在這些因素對於客戶承諾的影響，研究中以供應商能力、客戶與供應商互動與產業特性所形成之研究假設，參考相關文獻後發展與設計問卷題目，並以台灣各大工業區製造業的採購相關人員為對象進行施測。在資料分析上則以SPSS為工具，採用路徑分析對研究假設進行驗證。經由實證分析後，研究結果顯示：供應商能力、與供應商的互動及客戶依賴對於客戶承諾具有正向影響；供應商能力、與供應商的互動，以及產業特性等變項，對於客戶依賴，均具有正向影響。由驗證結果得知，提高供應商的能力、加強與供應商的互動，會影響客戶對於供應商的依賴程度，從而影響客戶對於供應商的忠誠度與再次採購的承諾。企業可透過本研究結果作為供應商訂定營業策略時的參考，藉以提升供應商能力、加強客戶與供應商的互動，提高客戶忠誠度並維繫客戶關係，以期獲致最大利益。 The research is based on the view of customer dependence, and the purpose is to discuss whether customer commitment is affected by the factors such as supplier ability, interaction and industrial characteristic. The study also indicated if customer dependent had influence on customer commitment. Based on the extended and empirical results of the study, it is expected to raise supplier ability, strengthen interaction between customer and supplier, increase customer loyalty and maintain customer relationship in order to acquire the maximum profit and value. This study made the consumption of supplier ability, interaction between customer and supplier, and industrial characteristics. Take thesis and relevant studies as the references, the questionnaire was designed. The respondents are procurement of manufacturers of leading industrial parks in Taiwan. SPSS is the experimental tool of data analysis, correlation analysis and path analysis to verify all research assumption.After empirical analysis, the research consequences are as following. Supplier ability, interaction with suppliers, and customer dependence has positive correlation on promoting customers commitment. The moderators such as supplier ability, interaction with supplier, and industrial characteristic all make positive influences on customer dependence. According to the above results, it is suggested that raise supplier ability and strengthen interaction with supplier have influence on customer dependence. Moreover, it is possible to affect customer loyalty and commitment of consistent order. The result is a reference for supplier to make operation strategies in practice, and it is expected to not only increase customer commitment but also raise supplier’s sales volume or amount.
關聯:	經營管理論叢 8卷1期
顯示於類別:	[本校期刊] 經營管理論叢 [企業管理學系(管理科學碩/博士班,非營利事業管理碩士班)] 經營管理論叢

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