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題名：關係補救與關係修補對關係價值的影響--以信任為中介變數
書刊名：商略學報
作者：黃識銘 引用關係
作者(外文)：Huang, Shyh-ming
出版日期：2011
卷期：3:4
頁次：頁251-267
主題關鍵詞：關係補救；關係修補；信任；關係價值；Relationship recovery；Relationship repair；Trust；Relationship value
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(1) 博士論文(1) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:0
  • 點閱點閱:18
過去研究皆指出信任有助於夥伴間價值的創造，當信任遭受破壞時應以不同的機制來彌補與修復受損的認知信任與情感信任。根據社會心理學及公平理論，本文以關係補救增強認知信任與情感信任，關係修補加以改善夥伴認知信任與情感信任，並驗證不同信任類型對直接功能與間接功能兩種關係價值創造的影響，最後也探討信任的中介角色。 本文以一千大製造業為母體，有效回收率為 13.38%，185份有效樣本之檢定並未發現無反應偏差及同源偏差。以 SmartPLS驗證結果發現關係補救對認知信任與情感信任有顯著正向影響，關係修補對認知信任與情感信任有顯著正向影響，認知信任與情感信任對直接功能與間接功能所創造的關係價值皆有顯著正向影響，且認知信任與情感信任具有重要的中介效果。最後，根據研究結果提出管理意涵與未來研究之方向。
Previous studies show that trust contributes to relationship value. When trust is destroyed, different mechanisms are needed to recover damaged cognitive and affective trust. Drawing on social psychology theory and equity theory, this study uses relationship recovery to enhance cognitive and affective trust and uses relationship repair to improve partner cognitive and affective trust. This study exams impacts of trust on relationship value in terms of direct-value and indirect-value functions and finally discusses the mediating role of trust. This study samples top 1000 manufactures in Taiwan. The valid return rate is 13.38% and non-response bias and CMV are not found in our samples. Analyzed by SmartPLS, the results show that: 1. relationship recovery has positive impacts on cognitive and affective trust; 2. relationship repair has positive impacts on cognitive and affective trust; 3. cognitive and affective trust have positive impacts on direct-value and indirect-value functions; 4. cognitive and affective trust play the important mediating roles. Finally, managerial implications and future research directions are discussed.
期刊論文
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3.Kim, Peter H.、Cecily D. Cooper、Donald L. Ferrin、T. Dirks(2004)。Removing the Shadow of Suspicion: The Effects of Apology versus Denial for Repairing Competence- versus Integrity-Based Trust Violations。Journal of Applied Psychology，89(1)，104-118。  new window
4.Bell, C. R.、Zemke, R. E.(1987)。Service Breakdown: The Road to Recovery。Management Review，76(10)，32-35。  new window
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7.Johnston, R.(1995)。Service failure and recovery: Impact, attributes and process。Advances in Services Marketing and Management，4，211-228。  new window
8.Baron, R. M.、Kenny, D. A.(198612)。The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations。Journal of Personality and Social Psychology，51(6)，1173-1182。  new window
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11.Tax, Stephen S.、Brown, Stephen W.、Chandrashekaran, Murali(1998)。Customer evaluations of service complaint experiences: implications for relationship marketing。Journal of Marketing，62(2)，60-76。  new window
12.Hill, C.(1990)。Cooperation, Opportunism, and the Invisible Hand: Implications for Transaction Cost Theory。Academy Management Review，15(3)，500-513。  new window
13.Hosmer, Larue Tone(1995)。Trust: The Connecting Link between Organizational Theory and Philosophical Ethics。Academy of Management Review，20(2)，379-403。  new window
14.Sepp©Þnen, R.、Blomqvist, K.、Sundqvist, S.(2007)。Measuring inter-organizational Trust-A Critical Review of the Empirical Research in 1990-2003。Industrial Marketing Management，36(2)，249-265。  new window
15.Gulati, Ranjay(1995)。Does Familiarity Breed Trust? The Implications of Repeated Ties for Contractual Choice in Alliances。The Academy of Management Journal，38(1)，85-112。  new window
16.Moorman, Christine、Zaltman, Gerald、Deshpande, Rohit(1992)。Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations。Journal of Marketing Research，29(3)，314-328。  new window
17.Doney, Patricia M.、Cannon, Joseph P.(1997)。An Examination of the nature of trust in buyer-seller relationships。Journal of Marketing，61(2)，35-51。  new window
18.Bottom, W. P.、Gibson, K.、Daniels, S. E.、Murnighan, J. K.(2002)。When Talk Is Not Cheap: Substantive Penance and Expressions of Intent in Rebuilding Cooperation。Organization Science，13(5)，497-513。  new window
19.Ganesan, Shankar(1994)。Determinants of long-term orientation in buyer-seller relationships。Journal of Marketing，58(2)，1-19。  new window
20.Wilson, David T.(1995)。An integrated model of buyer-seller relationships。Journal of the Academy of Marketing Science，23(4)，335-345。  new window
21.Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing，58(3)，20-38。  new window
22.Kelley, Scott W.、Hoffman, K. Douglas、Davis, Mark A.(1993)。A Typology of Retail Failures and Recoveries。Journal of Retailing，69(4)，429-452。  new window
23.Podsakoff, Philip M.、MacKenzie, Scott B.、Lee, Jeong-Yeon、Podsakoff, Nathan P.(2003)。Common method biases in behavioral research: A critical review of the literature and recommended remedies。Journal of Applied Psychology，88(5)，879-903。  new window
24.Möllering, G.(2002)。Perceived Trustworthiness and Inter-firm Governance: Empirical Evidence from the UK Printing Industry。Cambridge Journal of Economics，26(2)，139-160。  new window
25.Nevins, J. L.、Money, R. B.(2008)。Performance Implications of Distributor Effectiveness, Trust and Culture in Import Channels of Distribution。Industrial Marketing Management，37(1)，46-58。  new window
26.Rhee, M.、Valdez, M. E.(2009)。Contextual Factors Surrounding Reputation Damage with Potential Implications for Reputation Repair。Academy of Management Review，34(1)，146-168。  new window
27.Schmitt, M.、Gollwitzer, M.、Förster, N.、Montada, L.(2004)。Effects of Objective and Subjective Account Components on Forgiving。Journal of Social Psychology，144(5)，465-486。  new window
28.Wirtz , J .、McColl-Kennedy, J . R.(2010)。Opportunistic Customer Claiming Service Recovery。Journal of the Academy of Marketing Science，38(5)，654-675。  new window
29.Xie, Y.、Peng, S.(2009)。How to Repair Customer Trust after Negative Publicity: The Roles of Competence, Integrity, Benevolence and Forgiveness。Psychology & Marketing，26(7)，572-589。  new window
30.Davies, M. A. P.、Lassar, W.、Manolis, C.、Prince, M.、Winsor, R. D.(2011)。A Model of Trust and Compliance in Franchise Relationship。Journal of Business Venturing，26(3)，321-340。  new window
31.Shapiro, D. L.(1991)。The Effects of Explanations on Negative Reactions to Deceit。Administrative Science Quarterly，36(4)，614-630。  new window
32.Tähtinen , J .、Vaaland , T.(2005)。Business Relationships Facing the End: Why Restore Them?。Journal of Business & Industrial Marketing，21(1)，14-23。  new window
33.Dayan, M.、Di Benedetto, C. A.(2010)。The Impact of Structural and Contextual Factors on Trust Formation in Product Development Teams。Industrial Marketing Management，39(4)，691-703。  new window
34.Dirks, K. T.、Lewicki, R. J.、Zaheer, A.(2009)。Repairing Relationships within and between Organizations: Building a Conceptual Foundation。Academy of Management Review，34(1)，68-48。  new window
35.Lyon, L.、Cameron, G. T.(2004)。A Relational Approach Examining the Interplay of Prior Reputation and Immediate Response to a Crisis。Journal of Public Relations Research，16(3)，213-241。  new window
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37.Walter, A.、Ritter, T.(2003)。The Influence of Adaptations, Trust and Commitment on Valuecreating Functions of Customer Relationship。Journal of Business & Industrial Marketing，18(4/5)，353-365。  new window
38.Whipple, J. M.、Lynch, D. F.、Nyag, G. N.(2010)。A Buyer's Perspective on Collaborative versus Transactional Relationships。Industrial Marketing Management，39(3)，507-518。  new window
圖書
1.Grönroos, C.(2000)。Service Management and Marketing: A Customer Relationship Management Approach。New York：John Wiley and Sons Ltd.。  new window
2.Harman, Harry H.(1976)。Modern Factor Analysis。University of Chicago Press。  new window
3.Hair, Joseph F. Jr.、Black, William C.、Babin, Barry J.、Anderson, Rolph E.、Tatham, Ronald L.(2006)。Multivariate data analysis。Pearson Prentice Hall。  new window
4.Liljander, V.、Strandvik, T.(1995)。The Relation between Sevice Quality, Satisfaction and Intentions。Managing Service Quality。London, Vught。  new window
圖書論文
1.Lewicki, R. J.、Bunker, B. B.(1996)。Developing and Maintaining Trust in Work Relationships。Trust in Organizations: Frontiers of Theory and Research。Sage。  new window
 
 
 
 
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