南華大學機構典藏系統:Item 987654321/7809
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    Please use this identifier to cite or link to this item: http://nhuir.nhu.edu.tw/handle/987654321/7809


    Title: 人力資源與資訊服務資源及其兩者的交互性對顧客服務關係績效的影響：以金融機構為實證分析
    Other Titles: The Dyadic Effect of Human Resource and Information Technology on Relationship Performance, the Context of Financial Banks
    Authors: 楊一峰;陳清燿;李世煌;賴家倫
    Contributors: 樹德科技大學經營管理研究所
    Keywords: 人力服務資源;資訊性服務資源;顧客服務關係績效
    Human Service Resource;Information Service Resources;Customer Service Relationship and Performance
    Date: 2010-12-01
    Issue Date: 2011-04-07 17:12:11 (UTC+8)
    Publisher: 南華大學企業管理學系暨管理科學研究所
    Abstract: 本研究主要目的是探討當金融市場位處於高度的競爭環境與變遷下，如何使金融機構提升服務性關係績效，並可能地持續競爭力。為驗證此目的，問卷於2009年8月對金融機構銷售人員與顧客進行各360份問卷調查。交互迴歸及結構方程（SEM）進行驗證，研究發現：一、金融機構之人力及資訊性服務資源分別對顧客服務關係績效有顯著正向影響。二、人力及資訊性服務資源之交互作用對顧客服務關係績效有顯著正向影響。本研究主要結論為：人力服務資源是由訓練及累積服務經驗而成，此資源能提升專業服務能力，並強化顧客對其服務能力的提供而感到滿足；資訊性服務資源能彙整顧客相關的資料，並加以分析其消費的行為，使金融機構能精確地區隔潛在的顧客並提供客製化所需的服務，使顧客的滿意度能提高，相對地增加服務性關係績效；當此兩項顧客服務性資源產生交互作用時，資訊性服務系統所提供的高速顧客服務，配合銷售人員於有效的專業、知識、經驗及訓練下，則能影響顧客服務的滿足，反應於顧客服務關係績效上。
    The main purpose of this study intends to better understand a natural phenomenon of customer service relationship and its performance in financial banking industry. To achieve this study goal, we carry out an empirical study by using a multiple interaction regression approach to structural equation modeling (SEM) to gain significant outcomes that were consistent with the dependent variable predictions but we moved beyond earlier literatures, presenting new findings and insights. Our findings suggest that evaluations of bank service resources that include human factor as well as information technology and their interactions will lead to a more accurate prediction of the relationship performance, allowing them to match with this changeable and dynamic marketplace.
    Relation: 經營管理論叢
    6卷2期
    Appears in Collections:[The Journals of Nanhua University ] Operation management reviews
    [Department of Business Administration, Master/Ph.D Program in Management Sciences] Operation management reviews

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