:::

詳目顯示

回上一頁
題名:以FAHP建構旅行業業務人員核心能力 指標模式與實證研究
作者:劉泳倫 引用關係
作者(外文):Liu, Yung-Lun
校院名稱:大葉大學
系所名稱:管理學院博士班
指導教授:謝龍發
學位類別:博士
出版日期:2015
主題關鍵詞:業務人員核心能力德爾菲法模糊層級分析法驗證性因素分析salespersoncore competencesDelphiFuzzy Analytic Hierarchy Process (Fuzzy AHP)Confirmatory Factor Analysis (CFA)
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(0) 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:0
  • 共同引用共同引用:0
  • 點閱點閱:14
中文摘要
對業務人員核心能力指標的建構為本研究的創新點,業務人員的競爭優勢,來自於其具有價值性、稀少性、不可模仿性及不可替代性的資源與能力。業務人員的核心能力可以提供顧客獨特的價值,也是完成一項職務及工作所必須具備的能力,它可以適應多元環境的改變、解決工作上的問題、提高服務品質、提昇工作效率,以及提高工作績效的一種能力。本研究的目的旨在建構旅行業業務人員的核心能力指標架構,其主要貢獻在於人力資源管理的應用,可以提供企業培養優秀業務人才、業務人員養成個人能力的參考指標,以及相關單位擬定業務人員任用策略的參考指標。本研究透過文獻分析法、業務人員深度訪談法,建構初步的核心能力評價指標,並運用專家德爾菲法(Delphi)建立評價指標模式,進而以模糊層級分析法(FAHP),求取各項指標的權重。研究結果旅行業業務人員核心能力指標,共包含自我管理能力、專業能力、整體策略思維能力、溝通能力、人際與客戶關係能力、決策與執行能力等6項一階指標,以及29項二階指標。本研究再以旅行業業務人員為對象進行實證研究,共取得305份有效樣本,以AMOS 20進行驗證性因素分析(CFA),驗證結果建立19項指標的模型,最後進行各項指標的討論,並提出本研究的結論與建議。
關鍵字:業務人員、核心能力、德爾菲法、模糊層級分析法、
驗證性因素分析
ABSTRACT
The object of this study is to classify the distinctive core competences indicators of personal selling for the salesperson in the tourism industry and construct the weight or importance of each indicator into a hierarchical model. Personal Selling has been recognized as one of the promotional tools available to the marketing function of an organization or company by prior studies; it involves direct interaction between the customer and company with the intent of selling a product or service to their potential customers. In a service-based organization or company like a tourism agency where the nature of the product is a human interaction, thus the role of salesperson attitude and skills of handling customers are quite important. More specifically, the identification of personal selling competences for salesperson in the tourism industry to sell tourism products to independent tourists, families, or companies is requisite. To achieve this, this study first conducted extensive literature review for identifying the main factors, variables affecting salesperson core competences, then this study classified the key factors by the Delphi method, and the Fuzzy Analytic Hierarchy Process (Fuzzy AHP) to determine the weight of each criteria and variable. The result reveals that the core competences indicators of personal selling in the tourism industry including six indicators in 1st level, these are self-management, industry knowledge, strategic positioning, communication, interpersonal and customer relationship, and critical thinking, as well as other 29 sub-indicators in 2nd level. In order to realize how the tourism industry in Taiwan reacted to the core competences in personal selling domain, this study also conducted an empirical study to see the difference between theoretical and empirical studies; the Confirmatory Factor Analysis (CFA) for 305 valid samples by AMOS 20 was used based on the above-mentioned results. The discussion each of the indicators, implication, and recommendations are provided. The model of core competences indicators developed by this study can be treated as criteria for measuring salesperson performance in the tourism industry, and it also can be treated as guide line for cultivating salespersons.
Key Words: salesperson; core competences; Delphi; Fuzzy Analytic Hierarchy Process (Fuzzy AHP); Confirmatory Factor Analysis (CFA)
參考文獻

一、中文部份
方世榮(2003)。行銷學。台北:三民書局。
交通部觀光局(2012)。2012年國人旅遊狀況調查報告。台北:交通部觀光局。
交通部觀光局(2013a)。2013年中華民國國人出國目的地人數統計。台北:交通部觀光局。
交通部觀光局(2013b)。2013年歷年來台旅客統計。台北:交通部觀光局。
交通部觀光局(2014)。2014年旅行業家數統計。台北:交通部觀光局。
江東銘(2009)。旅行業管理與經營,第三版。台北:五南圖書出版股份有限公司。new window
吳京玲(2011)。建構大學生核心能力架構之研究:分析學術界與產業界的觀點。通識教育學刊,7,9-38。new window
吳明隆(2007)。結構方程模式-AMOS 的操作與應用。台北:五南書局。
吳思華(1994)。策略九說。台北:臉譜文化。
李美華、孔祥明、林嘉娟、王婷鈺(1998)。社會科學研究方法。台北:時英出版社。
李茂能(2006)。結構方程式軟體Amos之簡介及其在測量編製上之應用:Graphics & Basic。台北:心理出版社。
沈介文(2002)。公關人員對專業核心能力認知之研究。新聞學研究,72,119-145。new window
周文賢(2003)。多變量統計分析。台北:智勝出版社。
邱皓政(2008)。量化研究與統計分析(基礎版)。台北:五南圖書出版股份有限公司。
席汝楫(1997)。社會與行為科學研究方法。台北:五南圖書出版股份有限公司。
祝鳳岡、鄭吉宏(2010)。綠色行銷與購買意願之研究-以綠能薄型數位電視為例。中小企業發展季刊,15,73-110。new window
袁方(2002)。社會研究方法。台北:五南圖書出版股份有限公司。
高熏芳、林盈助、王向葵。(2001)質化研究設計:一種互動取向的方法。台北:心理出版社。
張景棠(2005)。旅行業經營與管理。台北:偉華書局有限公司。new window
畢恆達(1996)。詮釋學與質性研究。臺北:巨流出版社。
莫永榮(2004)。加拿大聯邦政府建構中高階文官核心能力之研究。政策研究學報,5,29-60。new window
陳玉枝(2010)。護理人員應具備的專業核心能力。護理雜誌,37(5),12-17。new window
陳鎰明、陳健隆(2011)。大專教師對核心能力之應有的認識。休閒保健,6,145-154。new window
湯明哲(2003)。策略精論。台北︰天下遠見。
鈕先鉞(2010)。旅運經營管理。台北:揚智文化事業股份有限公司。
黃光玉、劉念夏、陳清文(2004)。媒介與傳播研究方法:質化與量話研究途徑。台北:風雲論壇。
黃繼剛(2003)。核心競爭力的動態管理。北京︰經濟學管理出版社。
趙碧華、朱美珍(1995)。研究方法。台北:雙葉書廊。
潘淑滿(2003)。質性研究:理論與應用。台北:心理出版社。
鄭華清(2008)。行銷管理。台北:全華圖書股份有限公司。
鄧振源、曾國雄(1989a)。層級分析法(AHP)的內涵特性與應用(上)。中國統計學報,27(6),5-22。new window
鄧振源、曾國雄(1989b)。層級分析法(AHP)的內涵特性與應用(下)。中國統計學報,27(7),1-20。new window
蕭富峰(2006)。行銷學。台北:智高文化事業有限公司。
薛曉珊(2004)。從Kirkpatrick四階層評量線上學習成效-以保險業為例。品質月刊,40(5),91-93。
鍾倫納(1993 )。應用社會科學研究法。台北:臺灣商務。
簡茂發、劉湘川(1993)。電腦會議式大會調查法及其在教育上之應用。資訊與教育雜誌,35,6-11。
闕頌廉(2001)。應用模糊數學。台北:科技圖書股份有限公司。

二、外文部份
Aggarwal, P., Castleberry, S., Ridnour, R., & Shepherd, C. D. (2005). Salesperson empathy and listening: Impact on relationship outcomes. Journal of Marketing Theory and Practice, 13(3), 16-31.
Ahearne, M., Jelinek, R., & Jones, E. (2007). Examining the effect of salesperson service behavior in a competitive context. Journal of the Academy of Marketing Science, 35(4), 603-616.
Ahearne, M., Son, K. L., Mathieu, J. E., & Bolander, W. (2010). Why are some salespeople better at adapting to organizational change? Journal of Marketing, 74(3), 65-79.
Amit, R., & Schoemaker, P. J. H. (1993). Strategic assets and organizational rent. Strategis Management Journal, 14(1), 33-46.
Andersen, P. H., & Kumar, R. (2006). Emotions, trust and relationship development in business relationships: A conceptual model for buyer–seller dyads. Industrial Marketing Management, 35 (4), 522-535.
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin. 103(3), 411-423.
Anderson, J. C., Hakansson, H., & Johanson, J. (1994). Dyadic business relationships within a business network context. Journal of Marketing, 58(4), l-15.
Andzulis, J. M., Panagopoulos, N. G., & Rapp, A. (2012). A review of social media and implications for the sales process. Journal of Personal Selling & Sales Management, 17(3), 305 -316.
Badri, M. A. (2001). A combined AHP-GP model for Quality Control Systems. International Journal of Production Economics, 72, 27-40.
Bagozzi, R. P., & Yi, Y. (1988). On the evaluation for structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94.
Bagozzi, R. P. (2006). The role of social and self-conscious emotions in the regulation of business-to-business relationships in salesperson-customer interactions. Journal of Business & Industrial Marketing, 21(7), 457-63.
Barling, J., Kelloway, E. K., & Cheung, D. (1996). Time management and achievement striving interact to predict car sales performance. Journal of Applied Psychology, 81(6), 821-826.
Barney, J. B. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17(1), 99-120.
Barney, J. B. (2001). Is the resource-based view a useful perspective for strategic management research? Yes. Academy of Management Review. 26(1), 41-56.
Barney, J. B. (2002). Gaining and sustaining competitive advantage (2nd ed). Upper Saddle River, NJ: Prentice Hall.
Barney. J. B. (1995). Looking inside for competitive advantage. Academy of Management Executive, 9 (4), 49-61.
Barrett, P. (2007). Structural equation modelling: Adjudging model fit. Personality and Individual Differences, 42(5), 815-824.
Beatty, S. E., Mayer, M., Coleman, J. E., Reynolds, K. E., & Lee, J. (1996). Customer–sales associate retail relationships. Journal of Retailing, 72(3), 223-247.
Bell, S. J., Menguc, B., & Stefani, S. L. (2004). When customers disappoint: A model of relational internal marketing and customer complaints. Journal of the Academy of Marketing Science, 32 (2), 112-26.
Bell, S. J., Menguc, B., & Widing, R. E. (2010). Salesperson learning, organizational learning, and retail store performance. Journal of the Academy of Marketing Science, 38(2), 187-201.
Bentler, P. M., & Wu, E. J. C. (1995). EQS for Windows User’s Guide. Encino, CA: Multivariate Software.
Bentler, P. M. (1989). Theory and Implication of EQS: A Structural Equations Program. Los Angeles, CA: BMDP Statistical Software.
Bergeron, J., & Laroche, M. (2009). The effects of perceived salesperson listening effectiveness in the financial industry. Journal of Financial Services Marketing, 14(1), 6-25.
Berthon, P. R., Pitt, L. F., Plangger, K., & Shapiro, D. (2012). Marketing meets Web 2.0, social media, and creative consumers: Implications for international marketing strategy. Business Horizons. 55(3), 261-271.
Best, R. J. (2009). Market-based Management(5rd ed). Upper Saddle River, NJ: Pearson Prentice-Hall.
Bogner, W. C., & Thomas, H. (1994). Core competence and competitive advantage: A model and illustrative evidence from the pharmaceutical industry. In Hamel, G. & Heene, A. (Eds.), Competence-based competition, 111-144. New York: John Wiley & Sons.
Boichuk, J. P., Bolander, W., Hall, Z. R., Ahearne, M., Zahn, W. J., & Nieves, M. (2014). Learned helplessness among newly hired salespeople and the influence of leadership. Journal of Marketing, 78(1), 95-111.
Boyce, L. A., Zaccaro, S. J., & Zazanis, M. W. (2010). Propensity for self-development of leadership attributes: Understanding, predicting, and supporting leader self-development performance. The Leadership Quarterly, 21(1), 159-178.
Brooks, B. W., & Rose, R. L. (2004). A contextual model of negotiation orientation. Industrial Marketing Management, 33(2), 125-133.
Brooks, K. W. (1979). Delphi technique: Expanding applications. North Central association Quarterly, 53(3), 377-385.
Buckley, J. J. (1985). Fuzzy hierarchical analysis. Fuzzy Sets and Systems, 17(3), 233-247.
Bulearca, M., & Bulearca, S. (2011). Twitter: a viable marketing tool for SMEs? Global Business and Management Research, 2(4), 296 -309.
Byrne, B. B. (1994). Structural equation modeling using EQS and EQS/windows: Basic concepts, applications, and programming. New York: Routledge.
Campbell, K. S., & Davis, L. (2006). The sociolinguistic basis of managing rapport when overcoming buying objections. International Journal of Business Communication, 43(1), 43-66.
Carmines, E. G., & Mclver. J. P. (1981). Analyzing models with unobserved variables: Analysis of covariance structure. in Bohrnstedt, G. W. & Borgatta, E. F. (eds). Social Measurement: Current Issues. Beverly Hills, CA: Sage, 65-115.
Carnerale, A. D. (1988). Scale and Scope : The Dynamics of Industrial Capitalism. Cambridge: Harrard Vnirersity Press.
Carrol, S. L., & Gaston, R. J. (1983). Occupational licensing and the quality of service: An overview. Law and Human Behavior, 7(2/3), 139-146.
Chaisrakeo, S., & Speece, M. (2004). Culture, intercultural communication competence and sales negotiation: A qualitative research approach. Journal of Business & Industrial Marketing, 19(4), 267-282.
Chang, C. C., & Tsai, C. W. (2012). Developing a knowledge management behavior scale of e-portfolio based on approaches of web fuzzy Delphi and fuzzy AHP. Journal of Educational Media & Library Sciences, 50(1), 103-133.
Chang, T. Y., & Chang, Y. L. (2007). Relationship between role stress and job performance in salespeople employed by travel agents in Taiwan. International Journal of Stress Management, 14 (2), 211-223.
Chen, M. K., & Wang, S. C. (2010). The use of a hybrid fuzzy-Delphi-AHP approach to develop global business intelligence for information service firms. Expert Systems with Applications, 37(11), 7394-7407.
Chenet, P., Dagger, T. S., & O'Sullivan, D. (2010). Service quality, trust, commitment and service differentiation in business relationships. Journal of Services Marketing, 24(5), 336-346.
Cheng, J. H., & Chen, S. W. (2012). A fuzzy Delphi and fuzzy AHP application for evaluating online game selectio. I.J. Education and Management Engineering, 5, 7-13.
Cheng, J. H., & Tang, C. H. (2009). An application of fuzzy Delphi and fuzzy AHP for multi-criteria evaluation on bicycle industry supply chains. Wseas Transactions on Systems and Control, 1(4), 21-34.
Cheng, J. H., Lee, C. M., & Tang, C. H. (2009). An application of fuzzy Delphi and fuzzy AHP on evaluating wafer supplier in semiconductor industry. Wseas Transactions on Information Science and Applications, 5(6), 756-767.
Cheung, M. F. Y., & To, W. M. (2010). Management commitment to service quality and organizational outcomes. Managing Service Quality, 20(3), 259-272.
Cho, J., & Lee, J. (2013). Development of a new technology product evaluation model for assessing commercialization opportunities using Delphi method and fuzzy AHP approach. Expert Systems with Applications, 40(13), 5314-5330.
Chuang, Y. F., Chia, S. H., & Wong, J. Y. (2013). Supply chain alliance factors evaluation by the Delphi-AHP method. WSEAS Transactions on Business & Economics, 10(2), 69-79.
Churchill Jr., G. A., Ford, N. M., Hartley, S. W., & Walker, O. C. (1985). The determinants of salesforce performance: A mete-analysis. Journal of Marketing Research, 22(2), 103-118.
Clopton, S. W., Stoddard, J. E., & Clay, J. W. (2001). Salesperson characteristics affecting consumer complaint responses. Journal of Consumer Behaviour, 1(2), 124-39.
Collins, A. B. (2007). Human resources: A hidden advantage? International Journal of contemporary hospitality Management, 19(1), 78-84.
Collis, D. J., & Montgomery, C. A. (1995). Competing on resource strategy in the 1990. Harvard Business Review, 73(4), 118-128.
Coomer, J. A. (1988). Measuring serrice quality: A reexamination and extension. Journal of Marketing, 51, 88-96.
Coulter, M. (2008). Strategic Management in Action, (4th ed.). Upper Saddle River, New Jersey: Pearson/Prentice Hall.
Crawford, J. E., & Crositt, W. B. (1980). Effective decision-making within the organization:A comparison of regular, NGT and Delphi group process. Paper presented at the annual meeting of Western Speech Communication Association, ERIC Document Reproduction Service, No. ED 182 786.
Cripe, E. J., & Mansfield, R. S. (2002). The Value-added Employee. Oxford : Butterworth-Heinermann.
Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16(3), 297-334.
Cross, M. E., Brashear, T. G., Rigdon, E. E., & Bellenger, D. N. (2007). Customer orientation and salesperson performance. European Journal of Marketing, 41(7/8), 821-835.
Crossan, M., Cunha, M. P., Vera, D., & Cunha, J. (2005). Time and organizational improvisation. Academy of Management Review, 30(1), 129-145.
Crouch, G. I. (2011). Destination competitiveness: An analysis of determinant attributes. Journal of Travel Research, 50(1), 27-45.
Custer, R. L., Scarcella, J. A., & Stewart, B. R. (1999). The modified Delphi technique - A rotational modification. Journal of Vocational and Technical Education, 15(2), 50-58.
Dallkey, N., & Helmer, O. (1963). An experimental application of the Delphi method to use of experts. Management Science, 9(3), 458-467.
Davidow, M. (2003). Organisational responses to customer complaints: What works and what doesn't. Journal of Service Research, 5(3). 225‐50.
Delbecq, A. L., Van de Ven, A. H., & Gustafson, D. H. (1975). Group techniques for program planning : A guide to nominal group and Delphi processes. Glenview, IL, Scott, Foresman and Company.
DelVecchio, S. K., Zemanek, J. E., McIntyre, R. P., & Claxton, R. P. (2003). Buyers’ perceptions of salesperson tactical approaches. Journal of Personal Selling & Sales Management, 23 (1), 39-49.
Dhaliwal, J. S., & Tung, L. L. (2000). Using group support systems for developing a knowledge-based explanation facility. International Journal of Information Management, 20, 131-149.
Dobbins, R., & Pettman, B. O. (1997). Self-development: the nine basic skills for business success. Journal of management development, 16(8), 521-667.
Doll, W. J., Raghunathan T. S., Lim J. S., & Gupta, Y. P. (1995). A confirmatory factor analysis of the user information satisfaction instrument. Information Systems Research, 6(2), 177-189.
Drollinger, T., & Comer, L. B. (2013). Salesperson’s listening ability as an antecedent to relationship selling. Journal of Business and Industrial Marketing, 28(1), 50-59.
Dubinsky, A. J. (1999). Salesperson failure: Sales management is the key. Industrial Marketing Management, 28 (1), 7-17.
Dubois, D., & Prade, H. (1978). Operating on fuzzy numbers. International Journal of Systems Science, 9, 613-629.
Duffield, C. (1988). The Delphi technique. The Australia Journal of Advanced Nursing, 2(2), 44-45.
Evers, N., Andersson, S., & Hannibal, M. (2012). Stakeholders and marketing capabilities in international new ventures: Evidence from Ireland, Sweden, and Denmark. Journal of International Marketing, 20(4), 46-71.
Ferrell, O. C., Johnston, M., & Ferrell, L. (2007). A framework for personal selling and sales management ethical decision making. Journal of Personal Selling & Sales Management, 4(27), 291-299.
Fornell, C., & Larcker, D. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 18(2), 39-50.
Foster, S., & Bolt-Lee, C. (2002). New competencies for accounting students. The CPA Journal, 72(1), 68-71.
Friestad, M., & Wright, P. (1994). The persuasion knowledge model: How people cope with persuasion attempts. Journal of Consumer Research. 21(1), 1-31.
Ghodsypour S. H., & O’Brien, C. (1998). A decision support system for supplier selection using an integrated analytic hierarchy process and linear programming. International Journal of Production Economics, 56-57, 199-212.
Gligor, D. A., & Autry, C. (2012). The Role of personal relationships in facilitating supply chain communications: A qualitative study. Journal of Supply Chain Management, 48(1), 24-43.
Grant, R. M. (1991). The resource-based theory of competitive advantage: implications of strategy formulation. California Management Review, 33(3), 114-135.
Guan, J., Barker, R. M., Faulds, D. J., & Gohmann, S. F. (2004). Sales force automation acceptance: An exploratory study of the role of job experience. Journal of Applied Business Research, 30(3), 103-114.
Guenzi, P., & Georges, L. (2010). Interpersonal trust in commercial relationships: Antecedents and consequences of customer trust in the salesperson. European Journal of Marketing, 44(1/2) 114-138.
Guenzi, P., Johnson, M. D., & Castaldo, S. (2009). A comprehensive model of customer trust in two retail stores. Journal of Service Management, 20(3), 290-316.
Gummesson, E. (1994). Making relationship marketing operational. The International Journal of Service Industry Management, 5(5), 5-20.
Haas, A., Snehota, I., & Corsaro, D. (2012). Creating value in business relationships: The role of sales. Industrial Marketing Management, 41(1), 94-105.
Häfner, A., & Stock, A. (2010). Time management training and perceived control of time at work. The Journal of Psychology, 144(5), 429-447.
Hair Jr., J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate Data Analysis(5th). Prentice Hall, Upper Saddle River, New Jersey.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2009). Multivariate Date Analysis. (7th edn). Upper Saddle River, NJ: Pearson Education.
Hamel, G., & Heene, A. (1994). Competence-based competition. N.Y.: Wiley & Sons.
Hamel, G., & Prahalad, C. K. (1994). Competing for the Future. Triumph Publishing Co., Ltd., Havard Business School Press.
Hartman, A. (1981). Reaching consensus using the Delphi technique. educational Leadership, 38(6), 495-497.
Harvey, L., Locke, W., & Morey, A. (2002). Enhancing Employability, Recognising Diversity. London: Universities UK.
He, Y., Li, W., & Lai, K. K. (2011). Service climate, employee commitment and customer satisfaction: Evidence from the hospitality industry in China. International Journal of Contemporary Hospitality Management, 23(5), 592-607.
Helmer, O. H. (1966). The Delphi Method for Systematizing Judgments about the Future. Institute of Governmentand Public Affairs, University of California.
Higgins, S. E., McCarthy Veach, P., MacFarlane, I. M., Borders, L. D., LeRoy, B., & Callanan, N. (2013). Genetic counseling supervisor competencies: Results of a Delphi study. Journal of Genetic Counseling, 22(1), 39-57.
Hitt, M. A., Ireland, R. D., & Hoskisson, R. E. (1999). Strategic Management. Competitiveness and Globalization, Ed. South-Western College Publishing, Cincinnati, OH: South-Western.
Hitt, M. A., Ireland, R. D., & Hoskisson, R. E. (2007). Strategic Management: Competitiveness and Globalization (7th edn). South-Western College Publishing.
Ho, H. D. (2012). Does friendship help in personal selling? The contingent effect of outcome favorability. Psychology & Marketing, 29(2), 87-97.
Homburg, C., Droll, M., & Totzek, D. (2008). Customer prioritization: Does It pay off, and how should it be implemented? Journal of Marketing, 72(5), 110-130.
Homburg, C., Grozdanovic, M., & Klarmann, M. (2007). Responsiveness to customers and competitors: The role of affective and cognitive organizational systems. Journal of Marketing, 71(3), 18-38.
Homburg, C., Müller, M., & Klarmann, M. (2011). When should the customer really be king? On the optimum level of salesperson customer orientation in sales encounters. Journal of Marketing, 75(2), 55-74.
Hong, W. C. (2009). Global competitiveness measurement for the tourism sector. Current Issues in Tourism, 12(2), 105-132.
Hoyle, R. H., & Panter, A. T. (1995). Writing about structural Equation models. In Hoyle, R. H. (Ed.), Structural equation modeling: Concepts, issues, and applications, 158-176, Thousand Oaks, CA: Sage.
Hsu, P. F., Lan, K. Y., & Tsai C. W. (2013). Selecting the optimal vendor of customer relationship management system for medical tourism industry using Delphi and AHP. International Journal of Enterprise Information Systems, 9(1), 62-75.
Hsu, Y. L., Lee, C. H., & Kreng, V. B. (2010). The application of Fuzzy Delphi method and Fuzzy AHP in lubricant regenerative technology selection. Expert Systems with Applications, 37(1), 419-425.
Hu, L. T., & Bentler, P. M. (1999). Cut-off criteria for fit indexes in covariance. Sturctural Equation Modeling, 6(1), 1-55.
Hu, M. L. M. (2010). Developing a core competency model of innovative culinary development. International Journal of Hospitality Management, 29(4), 582-590.
Jaramillo, F., Mulki, J. P., & Marshall, G. W. (2005). A meta-analysis of the relationship between organizational commitment and salesperson job performance: 25 years of research. Journal of Business Research, 58(6), 705-714.
Jaramillo, F., Mulki, J. P., & Solomon, P. (2006). The Role of Ethical Climate on Salesperson’s Role Stress, Job Attitudes, Turnover Intention, and Job Performance. Journal of Personal Selling & Sales Management, 26(3), 271-282.
Javidan, M. (1998). Core competence: What does it mean in practice? Long Range Planning, 31(1), 60-71.
Johlke, M. C. (2006). Sales presentation skills and salesperson job performance. Journal of Business and Industrial Marketing, 21(5), 311-31.
Johlke, M. C., Duhan, D. F., Howell, R. D., & Wilkes, R. W. (2000). An integrated model of sales managers’ communication practices. Journal of the Academy of Marketing Science, 28(2), 263-277.
Johnson, J. S., & Sohi, R. S. (2013). The curvilinear and conditional effects of product line breadth on salesperson performance, role stress, and job satisfaction. Journal of the Academy of Marketing Science, 42(1), 71-89.
Johnson, J. T., Barksdale Jr., H. C., & Boles, J. S. (2001). The strategic role of the salesperson in reducing customer defection in business relationships. Journal of Personal Selling & Sales Management, 21(2), 123-134.
Johnsona, D., & Graysonb, K. (2005). Cognitive and affective trust in service relationships. Journal of Business Research, 58(4), 500-507.
Johnston, L. M., Wiedmann, M., Orta-Ramirez, A., Oliver, H. F., Nightingale, K. K., Moore, C. M., Stevenson, C. D., & Jaykus, L.-A. (2014). Identification of core competencies for an undergraduate food safety curriculum using a modified Delphi approach. Journal of Food Science Education, 13(1), 12-21.
Jolson, M. A. (1988). Qualifying sales leads: The tight and loose approaches. Industrial Marketing Management, 17(3), 189-196.
Jones, E. A., & Voorhees, R. A. (2002). Defining and assessing learning: Exploring competency-based initiatives. Washington, DC: Council of the National Postsecondary Education Cooperative.
Jones, E., Busch, P., & Dacin, P. (2003). Firm market orientation and salesperson customer orientation: Interpersonal and intrapersonal influences on customer service and retention in business-to-business buyer-seller relationships. Journal of Business Research, 56(4), 323-340.
Joreskog, K. G., & Sorbom, D. (1989). LISSREL 7: A Guide to the Program and Applications. Chicago: SPSS Inc.
Joreskog, K. G., & Sorbom, D. (1996). LISREL 8: User’s Reference Guide. Chicago: Scientific Software International, Inc.
Kabir, G., & Hasin, M. A. A. (2013). Integrating modified Delphi method with fuzzy AHP for optimal power substation location selection. International Journal of Multicriteria Decision Making, 3(4), 381-398.
Kabir, G., & Sumi, R. S. (2013). Integrating fuzzy Delphi with fuzzy analytic hierarchy process for multiple criteria inventory classification. Journal of Engineering, Project, and Production Management, 3(1), 22-34.
Kardaras, D. K., Karakostas, B., & Mamakou, X. J. (2013). Content presentation personalisation and media adaptation in tourism websites using Fuzzy Delphi Method and Fuzzy Cognitive Maps. Expert Systems with Applications, 40(6), 2331-2342.
Katz, R. L. (1974). Skills of an effective administrator. Harvard Business Review, 52(5), 90-102.
Keeling, K., McGoldrick, P., & Beatty, S. (2010). Avatars as salespeople: Communication style, trust, and intentions. Journal of Business Research, 63(8), 793-800.
Keillor, B. D., Parker, R. S., & Pettijohn, C. E. (2000). Relationship-oriented characteristics and individual salesperson performance. Journal of Business & Industrial Marketing, 15(1), 7-22.
Kennedy, M. S., Ferrell, L. K., & LeClair, D. T. (2001). Consumers’ trust of salesperson and manufacturer: An empirical study. Journal of Business Research, 51(1), 73-86.
Kleiner, M., & Krueger, A. (2010). The prevalence and e¤ects of occupational licensing. The British Journal of Industrial Relations, 48(4), 676-687.
Knight, D. K., Kim, H. J., & Crutsinger, C. (2007). Examining the effects of role stress on customer orientation and job performance of retail salespeople. International Journal of Retail & Distribution Management, 35(5), 381-392.
Koehn, D. (2005). Integrity as a Business Asset. Journal of Business Ethics, 58(1-3), 125-136.
Kolter, P. (2003). Marketing Management (11th ed). Upper Saddle River, NJ: Pearson Education.
Lai, V. S., Wong, B. K., & Cheung, W. (2002). Group decision making in a multiple criteria environment. European Journal of Operation Research, 137, 134-144.
Lanford, H. W. (1972). Technological Forecasting Methodologies: A Synthesis. NY: American Management Association, Inc.
Law, M. T., & Kim, S. (2005). Specialization and regulation: The rise of professionals and the emergence of occupational licensing regulation. Journal of Economic History, 65(4), 723-756.
Lei, D., Hitt, M. A., & Bettis, R. A. (1996). Dynamic core competences through meta-learningand strategic context. Journal of Management, 22, 549-569.
Leonard-Barton, D. (1992). Core capabilities and core rigidities: A paradox in managing new product development. Strategic Management Journal, 13(1), 111-125.
Lin, C. (2013). Application of fuzzy Delphi method (FDM) and fuzzy analytic hierarchy process (FAHP) to criteria weights for fashion design scheme evaluation. International Journal of Clothing Science and Technology, 25(3), 171-183.
Linstone, H. A., & Turoff, M. (2002). The Delphi Method: Techniques and Applications. Addison-Wesley Pub, Massachusetts.
Lucia, A. D., & Lepsinger, R. (1999). The Art and Science of Competency Models : Pinpointing Critical Success Factors in Organizations. San Francisco : Jossey-Bass.
Lurie, N. H., & Mason, C. H. (2007). Visual representation: Implications for decision making. Journal of Marketing, 71(1), 160-177.
Lynch, J., & de Chernatony, L. (2007). Winning hearts and minds: Business to business branding and the role of the salesperson. Journal of Marketing Management, 23 (1), 123-135.
Macintosh, G., & Gentry, J. (1999). Decision making in personal selling: Testing the K.I.S.S. principle. Psychology & Marketing, 15(5), 393-408.
Mainela, T., & Ulkuniemi, P. (2013). Personal interaction and customer relationship management in project business. Journal of Business & Industrial Marketing, 28(2), 103-110.
Mak, A., Wong, K., & Chang, R. (2011). Critical issues affecting the service quality and professionalism of the tour guides in Hong Kong and Macau. Tourism Management, 32(6), 1442-1452.
Mansour, J. (1998). Core competence : What does it mean in practice. Long Range Planning, 31(1), 60-71.
Manz, C. C., & Sims Jr., H. P. (1980). Self-management as a substitute for leadership: A social learning perspective. Academy of Management Review, 5(3), 361-367.
Markides, C. C., & Williamson, P. J. (1994). Related diversification, core competences and coporate performance. Strategic Management Journal, 15, 149-165.
Martino, J. P. (1972). Technological Forecasting For Decision-Making. New York : American Elsevuer.
McDermott, M. A. (2003). An Empirical Investigation of Core Competence and Firm Performance. submitted to the University at Albany, State University of New York.
McDonald, R. P., & Ho, M. R. (2002). Principles and practice in reporting structural equation analysis. Psychological Methods, 7(1), 64-82.
Mehrabian, A. (1969). Significance of posture and position in the communication of attitude and status relationships. Psychological Bulletin, 71 (May), 359-372.
Miao, C. F., & Evans, K. R. (2013). The interactive effects of sales control systems on salesperson performance: A job demands–resources perspective. Journal of the Academy of Marketing Science, 41(1), 73-90.
Minichiello, V., Aroni, R., Timewell, E., & Alexander, L. (1995). In-depth Interviewing (2th ed.). South Melbourne: Longman.
Moaveni, A., Gallinaro, A., Conn, L. G., Callahan, S., Hammond, M., & Oandasan, I. (2010). A Delphi approach to developing a core competency framework for family practice registered nurses in Ontario. Nursing Leadership, 23(4), 45-60.
Möller, K. K., & Halinen, A. (1999). Business relationships and networks: Managerial challenges of network era. Industrial Marketing Management, 28(5), 413-427.
Moncrief, W. C., & Marshall, G. W. (2005). The evolution of the seven steps of selling. Industrial Marketing Management, 34(1), 13-22.
Moncrief, W. C., Babakus, E., Cravens, D. W., & Johnston, M. (1997). Examining the antecedents and consequences of salesperson job stress. European Journal of Marketing, 31(11/12), 786-798.
Moore, C. M. (1987). Group Techniques for Idea Building. Newbury Park, CA: Sage Publishing.
Mulki, J. P., Jaramillo, J. F., & Locander, W. B. (2009). Critical role of leadership on ethical climate and salesperson behavior. Journal of Business Ethics, 86 (2), 125-141.
Murry, J. W., & Hammons, J. O. (1995). Delphi: A versatile methodology for conducting qualitative research. The Review of Higher Education, 18(4), 423-436.
Narita, T., & Kitamura, Y. (2010). Persuasive Conversational Agent with Persuasion Tactics. Persuasive Technology Lecture Notes in Computer Science, 6137, 15-26.
Naylor, G., & Frank, K. E. (2000). The impact of retail sales force responsiveness on consumer perceptions of value. Journal of Services Marketing, 14 (4), 310-322.
Nettel, A. L., & Roque, G. (2012). Persuasive argumentation versus manipulation. Argumentation, 26(1), 55-69.
Orsingher, C., Valentini, S., & de Angelis, M. (2010). A meta-analysis of satisfaction with complaint handling in services. Journal of the Academy of Marketing Science, 38 (2), 169-186.
Ou, W. M., Shih, C. M., Chen, C. Y., & Tseng, C. W. (2012). Effects of ethical sales behaviour, expertise, corporate reputation, and performance on relationship quality and loyalty. Service Industries Journal, 32(5), 773-787.
Pagliero, M. (2011). What is the objective of professional licensing? Evidence from the US market for lawyers. International Journal of Industrial Organization, 29(4), 473.483.
Partovi, F. (2006). An analytic model for locating facilities strategically, Omega. The International Journal of management Science, 34(1), 41-55.
Pearce, J. A., & Robinson, R. B. (2003). Strategic management (8th ed.) OH: McGraw-Hill, Inc.
Pelham, A., & Kravitz, P. (2008). An exploratory study of the influence of sales training content and salesperson evaluation on salesperson adaptive selling, customer orientation, listening, and consulting behaviors. Journal of Strategic Marketing, 16(5), 413-435.
Pettijohn, C. E., Pettijohn, L. S., & d’Amico, M. (2001). Characteristics of performance appraisals and their impact on sales force satisfaction. Human Resource Development Quarterly, 12(2), 127-146.
Porter, C. K. (1985). The core competence of the corporation. Harvard Business Review, 68(3), 79-91.
Porter, S. S., Wiener, J. L., & Frankwick, G. L. (2003). The moderating effect of selling situation on the adaptive selling strategy–selling effectiveness relationship. Journal of Business Research, 56(4), 275-281.
Prahalad, C. K., & Hamel, G. (1990). The core competence of the corporation. Harvard Business Reviews, 68(3), 79-91.
Ramsey, R. P., & Sohi, R. S. (1997). Listening to your customers: The impact of perceived salesperson listening behavior on relationship outcomes. Journal of the Academy of Marketing Sciences, 25(2), 127-137.
Rapp, A., Agnihotri, R., & Baker, T. L. (2011). Conceptualizing salesperson competitive intelligence: An individual-level perspective. The Journal of Personal Selling & Sales Management, 31(2), 141-155.
Rauyruen, P., & Miller, K. E. (2007). Relationships quality as a predictor of B2B customer loyalty. Journal of Business Research, 60(1), 21-31.
Raykov, T., & Marcoulides, G. A. (2006). A first course in structural equation modeling (2nd ed.). Mahwah, NJ: Lawrence Erlbaum.
Reid, D. A., Pullins, E. B., & Plank, R. E. (2002). The impact of purchasing situation on salesperson communication behaviors in business markets. Industrial Marketing Management, 31(3), 205-213.
Reisinger, Y., & Turner, L. (1999). Structural equation modeling with Lisrel: application in tourism. Tourism Management, 20(1), 71-88.
Reza, K., & Vassilis, S. M. (1988). Delphi hierarchy process (DHP): A methodology ofr priority setting derived from the Delphi method and analytical hierarchy process. Euroopean Journal of Operational Research, 137, 347-354.
Rezgui, Y., Marks, A., AL-Hajri, H., & Wilson, I. (2013). Developing an ISDM adoption decision model using Delphi and AHP. Arabian Journal for Science and Engineering, Nov, 1-17.
Rich, M. K., & Smith, D. C. (2000). Determining relationship skills of prospective salespeople. Journal of Business & Industrial Marketing, 15(4), 242-259.
Richards, K. A., & Jones, E. (2008). Customer relationship management: Finding value drivers. Industrial Marketing Management, 37(2), 120-130.
Ritter, T., Wilkinson, I. F., & Johnston, W. J. (2004). Managing in complex business networks. Industrial Marketing Management, 33(3), 175-183.
Román, S., & Munuera, J. L. (2005). Determinants and consequences of ethical behaviour: An empirical study of salespeople. European Journal of Marketing, 39(5/6), 473-95.
Ross Jr., W. T., & Robertson, D. C. (2003). A typology of situational factors: Impact on salesperson decision-making about ethical issues. Journal of Business Ethics, 46(3), 213-234.
Rueda-Manzanares, J. A., Arag´on-Correa, J. A., & Sharma, S. (2008). The influence of stakeholders on the environmental strategy of service firms: The moderating effects of complexity, uncertainty and munificence. British Journal of Management, 19(2), 185-203.
Rumelt, R. P. (1994). Forward. in Competence-Based Competition, Hamel, G. & Heene, A. Eds. New York: Wiley.
Saaty, T. L. (1994). Decision Making in Economic, Political, Social and Technological Environments : The Analytic Hierarchy Process. RWS Publications, University of Pittsburgh.
Saaty. T. L. (1980). The Analytic Hierarchy Process. New York: McGraw-Hill.
Samvedi, A., Jain, V., & Chan, F. T. S. (2013). Quantifying risks in a supply chain through integration of fuzzy AHP and fuzzy TOPSIS. International Journal of Production Research, 51(8), 2433-2442.
Schumacker, R. E., & Lomax, R. G. (2004). A Beginner's Guide to Structural Equation Modeling (2nd ed). Mahwah, NJ: Lawrence Erlbaum Associates.
Schurr, P., Stone, L., & Beller, L. (1985). Effective selling approaches to buyers’ objections. Industrial Marketing Management, 14(3), 195-202.
Sengupta, S., Krapfel, R. E., & Pusateri, M. A. (2000). An empirical investigation of key account salesperson effectiveness. Journal of Personal Selling & Sales Management, 20, 253-261.
Sharland, A. (2001). The negotiation process as a predictor of relationship outcomes in international buyer–supplier arrangements. Industrial Marketing Management, 30(7), 551-559.
Singh, R., & Das, G. (2013). The impact of job satisfaction, adaptive selling behaviors and customer orientation on salesperson's performance: Exploring the moderating role of selling experience. Journal of Business & Industrial Marketing, 28(7), 554-564.
Sinha, P., & Zoltners, A. A. (2001). Sales-force decision models: Insights from 25 years of implementation. Interfaces, 31(3), S8-S44.
Skulmoski, G. J., & Hartman, F. T. (2010). Information systems project manager soft competencies: A project-phase investigation. Project Management Journal, 41(1), 61-80.
Sparks, J. R., & Areni, C. S. (2002). The effects of sales presentation quality and initial perceptions on persuasion: A multiple role perspective. Journal of Business Research, 55(6), 517-528.
Spencer, L., & Spencer, M. (1993). Competence at work: Models for superior performance. N. Y. : John Wiley & Sons, Inc.
Tampoe, M. (1994). Exploiting the core competence of your organization. Long Range Planning, 27(4), 66-77.
Tanner Jr., J. F., Dunn, M. G., & Chonko, L. B. (1993). Vertical exchange and salesperson stress. Journal of Personal Selling & Sales Management, 13(2), 27-36.
Tayor, S. J., & Bogdan, R. (1984). Introduction to Qualitative Research Methods (2nd ed.). London: Wilsy.
Terho, H., Haas, A., Eggert, A., & Ulaga, W. (2012). It's almost like taking the sales out of selling -Towards a conceptualization of value-based selling in business markets. Industrial Marketing Management, 41(1), 174-185.
Trainor, K. J., Andzulis, J. M., Rapp, A., & Agnihotri, R. (2013). Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM. Journal of Business, 67(6), 1201-1208.
Tsai, M. T., Chin, C. W., & Chen, C. C. (2010). The effect of trust belief and salesperson’s expertise on consumer’s intention to purchase nutraceuticals: Applying the theory of reasoned action. Social Behavior and Personality, 38(2), 273-288.
Uduji, J. I., & Onwumere, J. U. J. (2013). Salespeople recruitment and selection for enhancing sales performance: An exploratory study. Information and Knowledge management, 3(6), 55 - 61.
Vakilalroaia, Y., Heravi, A., & Ghodrati, A. (2013). Identify and Prioritize the Factors Affecting Customers Satisfaction of Natural Gas Using a Hybrid Algorithm, Kano and FAHP (The Case of a Province in Iran). Journal of Basic and Applied Scientific Research, 3(5), 717-725.
Virtanen, F. G. (2000). Competence at Work:Models for Superior Performance. New York:Wiley.
Watson, G. H. (1993). How process benchmarking supports co叩orate strategy. Planning Reviews, 21 (1), 12-15.
Waugh, N. (1990). Hand Book of Traning and Demelopment for the Public Sector. San Frrancisco:Jossey-Bass.
Weitz, B. A., & Bradford, K. D. (1999). Personal selling and sales management: A relationship marketing perspective. Journal of the Academy of Marketing Science, 27(2), 241-54.
Wernerfelt, B. (1984). A resource-based view of the firm. Strategic Management Journal, 5(2), 171-180.
Williams, K. C., & Spiro, R. L. (1985). Communication style in the salesperson–customer dyad. Journal of Marketing Research, 22 (4), 434-442.
Williams, M. (1997). Social Surveys: Design to Analysis. In: May, T. (Ed.) Social Research Issues, Methods and Process. Buckingham: Open University Press.
Yahya, S., & Kingsman, B. (2002). Modeling a multi-objective allocation problem in a government sponsored entrepreneur development program. European Journal of Operational Research, 136, 430-448.
Yik, F. W. H., Lai, J. H. K., Lee, W. L., & Chan, K. T. (2012). A Delphi study on building services engineers' core competence and statutory role in Hong Kong. Journal of Facilities Management, 10(1), 26-44.
Yim, F. H., Anderson, R. E., & Swaminathan, S. (2004). Customer relationship management: Its dimensions and effect on customer outcomes. Journal of Personal Selling & Sales Management, 24 (4), 265-280.
Zadeh, L. A. (1965). Fuzzy sets. Information and Control, 8, 338-353.

 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關著作
 
無相關點閱
 
QR Code
QRCODE