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題名:技術服務與顧客關係管理之研究--以某太陽能電池設備代理商為例
書刊名:產業與管理論壇
作者:劉奕亮彭奕農陳家祥
作者(外文):Liu, LiangPeng, Yi-nungChen, Jashen
出版日期:2011
卷期:13:3
頁次:頁58+60-74
主題關鍵詞:太陽能電池技術服務顧客關係管理競爭優勢Solar cellTechnical serviceCustomer relationship managementCompetitive advantage
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(2) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:2
  • 共同引用共同引用:0
  • 點閱點閱:68
本研究主要針對某太陽能電池設備代理商與其4 個主要客戶為分析研究對象,探討設備代理商提供技術服務與顧客關係管理之關聯性;並瞭解如何藉由深化顧客關係來加強競爭能力、鞏固競爭優勢。本研究以代理商的設備維護服務、產品製程服務及整合技術服務三項技術服務為研究構面,並以顧客關係管理成效之顧客滿意度、顧客忠誠度及顧客優勢為指標。經深入訪談分析結果,指出代理商在太陽能電池產業初期的競爭優勢,歸納所提供技術服務優劣與主要顧客之關係管理存在正相關係,進而提出建議,說明如何藉由發展顧客關係管理來落實核心能力,強化執行之方式。
This research is focus on solar cell industry, which is one of the major equipment supplies for solar cell manufacturing production, represent of solar sell equipment with four customers for this case study. This study uses a case analysis approach and aims to evaluate customer relationship performance from three technical service practices of equipment represent to their customers, solar cell manufacturing firms. Industry characteristics, Original supplies, problems, and competition pressures are considered between represent and customers. Probe into literature review and interviews with solar equipment represent and manufacturers, case analyses and research findings are provided. Consequently, two major management points are stated to provide viewpoints and suggestions that solar cell suppliers who offer superior technical services have sound advantage and to safeguard customer relationship performance effectively.
期刊論文
1.Ebrahimpur, G.、Jacob, M.(2001)。Restructuring for agility at volvo car technical service (VCTS)。European Journal of Innovation Management,4(2),64-72。  new window
2.Vargo, Stephen L.、Lusch, Robert F.(2004)。Evolving to a new dominant logic for marketing。Journal of Marketing,68(1),1-17。  new window
3.Bolton, Ruth N.、Drew, James H.(1987)。A Multistage Model of Customers' Assessments of Service Quality and Value。Journal of Consumer Research,17(4),375-384。  new window
4.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing,64(1),12-40。  new window
5.Oliver, R. L.、Bearden, W. O.(1985)。Disconfirmation Processes and Consumer Evaluations in Product Usage。Journal of Business Research,13(3),235-246。  new window
6.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review,73(6),88-99。  new window
7.Chen, J.S.、H.T.、Huang, Y.H.(2009)。Service Delivery Innovation: Antecedents and Impact on Firm Performance。Journal of Service Research,12(1),36-55。  new window
8.Simon, L. S.(1965)。Measuring the Market Impact of Technical Services。Journal of Marketing Research,2(1),32-39。  new window
圖書
1.Barnes, J. G.(2001)。Secrets of Customer Relationship Management: It’s All About How You Make Them Feel。New York:McGraw-Hill Inc.。  new window
2.Kaplan, Robert S.、Norton, David P.(1996)。The Balanced Scorecard: Translating Strategy into Action。Boston:Harvard Business School Press。  new window
3.安侯企業管理股份有限公司(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。台北。  延伸查詢new window
4.Yin, R. K.(2003)。Case Study Reseat: Design and Methods。Thousand Oaks, CA。  new window
 
 
 
 
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