技術服務提供對顧客關係影響之研究--以染料、染整行業為例_

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題名：	技術服務提供對顧客關係影響之研究--以染料、染整行業為例
書刊名：	管理與系統
作者：	陳家祥／鄒鴻泰／賴寶昆
作者(外文)：	Chen, Ja-shen／Tsou, Hung-tai／Lai, Davis
出版日期：	2009
卷期：	16:4
頁次：	頁555-583
主題關鍵詞：	技術服務；顧客關係管理；染料；染整；個案分析；Technical service；Customer relationship management；Dyestuff；Dyeing；Case study
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:1 共同引用:0 點閱:19

隨著服務導向市場的來臨，企業訴求已由強調產品差異化逐漸轉變至服務差異化。同時由於市場高度競爭與資訊科技快速進步，加強顧客關係，提供顧客完善的技術服務，已成爲許多企業經營差異化之主要策略，亦是其關鍵成功因素之一。本研究針對紡織染料、染整產業現況、從營運規模、特色、廠商動態與所面臨問題及競爭壓力等來探討上游染料業者所提供技術服務功能，對染整業者之發展與其效益影響。經由理論發展，文獻收集及染料、染整業者訪談，歸納整理完成「個案分析」與「研究發現」並提出命題，說明染料業者在染整市場之優勢利基條件，以及在染整產業中如何有效提供技術服務來維護良好顧客關係。

以文找文

Due to the fast development of information technology and the trend toward fierce global competion, many firm executives have set their business goal to provide not only the best products but also the distinglished services to their customers. Service differentiation strategy now has played a key role to remain success in competition. This study uses a case analysis approach and aims to evaluate customer relationship performance from the aspects of technical service practices of current Taiwan dyestuff manufactures to their customers, textile dyeing firms. Industry characteristics, scales, trends and problems, and competition pressures are considered from upstream dyestuff manufacturs' perspectives. In addition, the measures of offering technical services to enhance customer relationships are carefully examined. Probe into literature review and interviews with dyeing manufacturers, case analyses and research findings are provided. Consequently, four propositions are stated to provide viewpoints and suggestions that dyestuffs suppliers who offer superior technical services have sound advantage and to safeguard customer relationship performance effectively.

以文找文

期刊論文
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研究報告
1.	Gronroos, Christian(1983)。Strategic Management and Marketing in the Service Sector。Marketing Science Institute。
2.	中華民國經濟部工業局(2001)。「知識型技術服務業發展與推動計畫—美國與日本知識型技術服務業發展與趨勢研究計畫」。延伸查詢
3.	中華民國經濟部工業局(2002)。產業高值化計畫—高科技紡織產業。延伸查詢
4.	林新賀(2001)。「功能性紡織品專題調查報告」。延伸查詢

圖書
1.	Alter, S.(1999)。Information Systems:A Management Perspective, 3rd ed.。USA：Addison-Wesley。
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8.	Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY：McGraw-Hill。
9.	Berry, L. L.(1995)。On Great Service: A Framework for Action。New York, NY：The Free Press。
10.	Yin, Robert K.(1994)。Case study research: Design and methods。Sage Publications。
11.	Kaplan, Robert S.、Norton, David P.(1996)。The Balanced Scorecard: Translating Strategy into Action。Boston：Harvard Business School Press。
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14.	Hauck, J. C.(1962)。Technical Service in the American Economy。Ann Arbor。
15.	邱永亮(1992)。染料之合成與特性。台北。延伸查詢
16.	陳名陽(2000)。染色—工業科技叢書。台北。延伸查詢
17.	潘宏雄(1995)。顏染料與塗料化學。新竹。延伸查詢
18.	James, G. B.(2000)。Secrets of Customer Relationship Management- It is All about How You Make Them Feel。New York。
19.	Reichheld F.(2001)。Loyalty Rules! How Today’s Leaders Build Lasting Relationship。Boston。
20.	Sheth, J. N.(2000)。Relationship Marketing: Paradigm Shift or Shaft。Handbook of Relationship Marketing。Thousand Oaks, CA。
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22.	Zemke, R. and Connellan, T.。E-Service: 24 Ways to Keep Your Customers - When the Competition Is Just a Click Away。New York。

圖書論文
1.	Gremler, D. D.、Brown, S. W.(1996)。Service loyalty: Its nature, importance, and implications。QUIS 5 Advancing Service Quality: A Global Perspective。New York：International Service Quality Association。
2.	Lovelock, C. H.(1984)。Developing and implementing new services。Developing new services。Chicago：American Marketing Association。
3.	Berry, Leonard L.(1983)。Relationship marketing。Emerging Perspectives on Services Marketing。Chicago, Illinois：American Marketing Association。
4.	Guba, Egon G.、Lincoln, Yvonna S.(1994)。Competing paradigms in qualitative research。Handbook of qualitative research。Sage Publications。

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