對話基礎的價值共創與幸福感之關聯性─以金融業和旅遊業為例

以作者查詢圖書館館藏

、以作者查詢臺灣博碩士

、以作者查詢全國書目

、勘誤回報

、線上人數：88

、訪客IP：3.143.244.6

姓名

蘇俊宇(Chun-yu Su) 查詢紙本館藏

畢業系所

資訊管理學系

論文名稱

對話基礎的價值共創與幸福感之關聯性─以金融業和旅遊業為例

相關論文

★ 網站設計探討—以國內外連鎖飯店集團為例	★ 智慧型手機使用者介面與消費者態度之關聯
★ 零售業全通路策略分析 -以Family Mart為例	★ 應用服務藍圖及顧客旅程優化汽車租賃業之服務流程: 以某汽車租賃業為例
★ 顧客對折扣促銷的評價－探討商店定價策略、促銷語意線索與折扣深度對消費者認知的影響	★ 網路拍賣中外部線索的一致性:在不同的資訊不對稱程度下，起始價格以及賣方聲譽對於拍賣結果影響之探討。
★ 影響金融服務業之多重通路使用者評估通路整合性的因素	★ 影響網路口碑行為意圖之因素分析
★ 在多通路環境中，實體通路的存在如何影響顧客決策	★ 混合情緒操控與間接體驗產品途徑對消費者之影響－以創新產品為主
★ 服務業不同廣告型式的效果如何受消費者性別及代言人類型而改變	★ 消費者於多通路環境下之跨通路搭便車行為之決定因素
★ 如何撰寫較好的網路口碑	★ 探討線上環境中互動與故事對廣告效果之影響
★ 不同決策特質與搜尋時間壓力下部落格設計與使用者滿意度之探討	★ 主購社群關係與主購經驗分享對網路合購行為因素影響之探討

檔案

[Endnote RIS 格式]

[Bibtex 格式]

[相關文章]

[文章引用]

[完整記錄]

[館藏目錄]

至系統瀏覽論文 ( 永不開放)

摘要(中)

服務主導邏輯是一個藉由一個人的能力(知識和技能)來創造對其他人有好處的一個過程。知識在服務主導邏輯中所扮演的角色日趨重要，因此組織在服務主導邏輯中對於知識的獲取也日益重視。因為知識在這種服務主導的邏輯中可以為組織帶來競爭優勢、成長和財富。所以在這個多變的時代如何將具有特殊知識和能力的顧客融入企業的價值創造流程中對於各個企業來說是很重要的議題。本研究主要是聚焦在以對話為基礎的共同創作是否能夠為顧客及組織在顧客的自我效能提升和對於參與共同創造價值過程的滿意度上有所提升，進而影響消費者的行為意圖。
過去相關的研究大多聚焦在如何透過服務協作來從顧客身上萃取其知識和經驗、要求顧客加入價值創造的流程，卻往往都忽略了如何與顧客互動。然而，促成顧客和組織合作的關鍵因素是互動。互動式的合作關係是指將企業與顧客兩個不同目的、不同流程的個體密切整合。因此，互動可以被視為互動的群體互相涉入對方流程的一個情境，而這個情境可以被視為一個以對話為基礎的流程。因此，本研究將探討以互動為基礎的觀點，探討顧客參與對話共同創作是否對於顧客的自我效能和對於共同創作過程的滿意度有所提升進而影響顧客的幸福感。

摘要(英)

Service-dominant logic is the process that makes use of one’s competences (knowledge and skills) for the benefit of another party. Knowledge now plays an important role in the new service-dominant logic; knowledge also becomes the fundamental part of firms’ competitive advantage, economic growth and wealth. How to involve knowledgeable and skillful customers in the process of value co-creation is an important issue in this dynamic era. The literature has focus on how dialogical co-creation benefit customers and the firm through enhance customers’ self-efficacy and satisfaction with co-creation process. This study explore how dialogical co-creation entails the process that increase customers’ happiness and well-being in addition to their behavioral intention
Past studies focused on exploiting knowledge from customers in service collaboration. However, interaction between customers and the firm is the core element to make dialogical co-creation possible. Interactions refer to the situation in which interacting parties are involved in each other’s practices, which can be seen as a dialogical process. Therefore, in this study, we examined whether the interaction-based dialogical co-creation will increase customers’ self-efficacy and their satisfaction with co-creation process and then influence their happiness.

關鍵字(中)

★ 對話性的共同創作
★ 價值共同創作
★ 自我效能
★ 共同創作之滿意度
★ 幸福感
★ 行為意圖

關鍵字(英)

★ dialogical co-creation
★ value co-creation
★ self-efficacy
★ satisfaction with co-creation
★ happiness
★ behavioral intention

論文目次

1. Introduction 1
2. Literature Review and Hypotheses Development 5
2.1. Service-Dominant Logic and Customer Co-creation 5
2.2. The Interaction-Focused Dialogical Co-creation 8
2.2.1. Zeal of Dialogist 9
2.2.2. Information Exchange 10
2.2.3. Continuous of Interaction 11
2.3. Growth of Self-Efficacy and Satisfaction with Service Experience 12
2.3.1. Self-Efficacy 12
2.3.2. Dialogical Co-creation and Growth of Self-Efficacy 12
2.4. Satisfaction with Co-creation 14
2.4.1. Customer Satisfaction 14
2.4.2. Dialogical Co-creation and Satisfaction with Co-creation 14
2.5. Happiness 16
2.5.1. Growth of Self-Efficacy, Satisfaction with Service Experience and Happiness 18
2.5.2. Satisfaction with co-creation and Behavioral Intention 19
2.5.3. Happiness and Behavioral Intention 19
3. Method 21
3.1. Measures 21
3.1.1. Dialogical Co-creation 21
3.1.2. Internal State 22
3.1.3. Behavioral Intention 23
3.2. Sample 24
4. Analysis and Result 28
4.1. Reliability 28
4.2. Validity 28
4.3. Hypothesis Testing 32
5. General Discussion 36
5.1. Conclusion 36
5.2. Managerial Implications 40
5.3. Limitations and Further Research 43
Reference 45
Appendix A: Questionnaire for Financial Service 56
Appendix B: Questionnaire for Travel Service 60
List of Table
Table 1: Foundational Premises of Service-Dominant Logic 7
Table 2 Elements of Dialogic Collaboration 9
Table 3: Demographics of Respondents (Financial Service) 26
Table 4: Demographics of Respondents (Travel Service) 27
Table 5: Summary of Reliability and Validity for Financial Service 30
Table 6: Summary of Reliability and Validity for Travel Service 31
Table 7: The Means and Standard Error of Construct for Financial Service 32
Table 8: The Means and Standard Error of Construct for Travel Service 32
Table 9: The Results of Hypothesized Model for Financial Service 34
Table 10: The Results of Hypothesized Model for Travel Service 35
List of Figure
Figure 1: Conceptual Framework of This Study 20

參考文獻

Reference
[1] Auh, S., Bell, S. J., McLeod, C. S., and Shih, E. (2007). Co-production and customer loyalty in financial services. Journal of retailing, 83(3), 359-370.
[2] Baines, T. S., Lightfoot, H. W., Evans, S., Neely, A., Greenough, R., Peppard, J., and Wilson, H. (2007). State-of-the-art in product-service systems. Proceedings of the Institution of Mechanical Engineers, Part B: Journal of Engineering Manufacture, 221(10), 1543-1552.
[3] Bandura, A. (1982). Self-efficacy mechanism in human agency. American Psychologist, 37(2), 122.
[4] Bandura, A. (1997). Self-efficacy. The Exercise of Control. New York: W. H. Freeman.
[5] Bandura, A., and Jourden, F. J. (1991). Self-regulatory mechanisms governing the impact of social comparison on complex decision making. Journal of Personality and Social Psychology, 60(6), 941.
[6] Bandura, A., and Locke, E. A. (2003). Negative self-efficacy and goal effects revisited. Journal of Applied Psychology, 88(1), 87.
[7] Ballantyne, D. (2004). Dialogue and its role in the development of relationship specific knowledge. Journal of Business and Industrial Marketing, 19 (2), 114-123.
[8] Ballantyne, D., and Varey, R. J. (2006). Creating value-in-use through marketing interaction: The exchange logic of relating, communicating and knowing. Marketing Theory, 6 (3), 335-348.
[9] Bitner, M. J., and Brown, S. W. (2006). The evolution and discovery of services science in business schools. Communications of the ACM, 49 (7), 73-78.
[10] Bitner, Mary Jo, Bernard H. Booms, and Mary Stanfield Tetreault. "The service encounter: diagnosing favorable and unfavorable incidents." The Journal of Marketing (1990): 71-84.
[11] Bonney, F. L., and Williams, B. C. (2009). From products to solutions: the role of salesperson opportunity recognition. European Journal of Marketing, 43(7/8), 1032-1052.
[12] Boulding, W., Kalra, A., Staelin, R., and Zeithaml, V. A. (1993). A dynamic process model of service quality: from expectations to behavioral intentions. Journal of marketing research, 30(1), 7-27.
[13] Brulde, B. (2007). Happiness theories of the good life. Journal of Happiness Studies 8(1): 15–49.
[14] Brünink, L. A. (2013). Co-Creation: customer integration in social media based product and service development. Unpublished master’s thesis, University of Twente, Netherland.
[15] Buttle, F. A. (1998). Word of mouth: understanding and managing referral marketing. Journal of strategic marketing, 6(3), 241-254.
[16] Kimmy Wa Chan, Chi Kin (Bennett) Yim, and Simon S.K. Lam (2010). Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services Across Cultures. Journal of Marketing: May 2010, Vol. 74, No. 3, pp. 48-64.
[17] Chiou, W. B., and Wan, C. S. (2007). The dynamic change of self-efficacy in information searching on the Internet: Influence of valence of experience and prior self-efficacy. The Journal of Psychology, 141(6), 589-603.
[18] Dabholkar, P. A. (1990). How to improve perceived service quality by increasing customer participation. Developments in Marketing Science, Vol. 13, B.J. Dunlap, ed. Cullowhee, NC: Academy of Marketing Science, 483–87.
[19] Darby, M. R., & Karni, E. (1973). Free competition and the optimal amount of fraud. Journal of law and economics, 16(1), 67-88.
[20] De Wulf, K., Odekerken-Schröder, G., and Iacobucci, D. (2001). Investments in consumer relationships: a cross-country and cross-industry exploration. Journal of Marketing: Oct 2001, Vol. 65, No. 4, pp.33-50.
[21] Diener, E. (2000). Subjective well-being: The science of happiness and a proposal for a national index. American psychologist, 55(1), 34.
[22] Diener, E. D., Emmons, R. A., Larsen, R. J., and Griffin, S. (1985). The satisfaction with life scale. Journal of Personality Assessment, 49(1), 71-75.
[23] Diener, E., Suh, E. M., Lucas, R. E. and Smith, H. L. (1999). Subjective wellbeing: Three decades of progress. Psychological Bulletin 125, 276–302.
[24] Dunn, E. W., Aknin, L. B., and Norton, M. I. (2008). Spending money on others promotes happiness. Science, 319 (March), 1687–88.
[25] Diener, E., Lucas, R. E., Oishi, S., and Suh, E. M. (2002). Looking up and looking down: Weighting good and bad information in life satisfaction judgments. Personality and Social Psychology Bulletin, 28(4), 437-445.
[26] Dolan, P., Peasgood, T., and White, M. (2008). Do we really know what makes us happy? A review of the economic literature on the factors associated with subjective well-being. Journal of Economic Psychology, 29(1), 94-122.
[27] Duval, T. S. and Silvia, P. J. (2002), Self-awareness, probability of improvement, and the self-serving bias, Journal of Personality and Social Psychology, 82, 49-61.
[28] Gibson, R. (2012). Encouraging Customer Co‐creation Online: Why Money Doesn't Matter. Design Management Review, 23(1), 58-62.
[29] Goff, B. G., Boles, J. S., Bellenger, D. N., and Stojack, C. (1997). The influence of salesperson selling behaviors on customer satisfaction with products. Journal of retailing, 73(2), 171-183.
[30] Greer, C. R., and Lei, D. (2012). Collaborative Innovation with Customers: A Review of the Literature and Suggestions for Future Research. International Journal of Management Reviews, 14(1), 63-84.
[31] Grissemann, U. S., and Stokburger-Sauer, N. E. (2012). Customer co-creation of travel services: the role of company support and customer satisfaction with the co-creation performance. Tourism Management, 33(6), 1483-1492.
[32] Griffin, J. (2007). What do happiness studies study? Journal of Happiness Studies 8(1), 139–148.
[33] Grönroos, C. (1994). Quo vadis, marketing? Toward a relationship marketing paradigm. Journal of marketing management, 10(5), 347-360.
[34] Gruner, K. E., & Homburg, C. (2000). Does customer interaction enhance new product success?. Journal of business research, 49(1), 1-14.
[35] Grönroos, C., and Ravald, A. (2011). Service business logic: Implications for value creation and marketing. Journal of Service Management, 22(1), 5–22.
[36] Grönroos, C. and Voima, P. (2012). Critical service logic: Making sense of value creation and co-creation. Journal of the Academy of Marketing Science, forthcoming.
[37] Gummesson, E. (1990). Service design. The TQM Magazine, 2(2).
[38] Helkkula, A., Kelleher, C., and Pihlström, M. (2012). Characterizing value as an experience: implications for service researchers and managers. Journal of Service Research, 15(1), 59–75.
[39] Hoch, S. J. and Deighton, J. (1989). Managing what consumers learn from experience. Journal of Marketing, 53(April), 1-20.
[40] Hogarth, R. M., and Einhorn, H. J. (1992). Order effects in belief updating: The belief-adjustment model. Cognitive psychology, 24(1), 1-55.
[41] Howard, J. A., & Sheth, J. N. (1969). The theory of buyer behavior. New York: Wiley.
[42] Hunt, H. Keith (1977), "CS/D -- Overview and Future Research Directions," in Conceptualization and Measurement or Consumer Satisfaction and Dissatisfaction, H. Keith Hunt, ed., Cambridge, Mass.: Marketing Science Institute.
[43] Hsieh, J. K. (2012). Exploring the Influences of Dialogic Collaboration on Service Innovation: The Perspectives of Service-Dominant Logic and Resource-Advantage Theory (Doctoral dissertation).
[44] Kahneman, D., Krueger, A. B., Schkade D., Schwarz, N., and Stone A. (2006). Would you be happier if you were richer? A focusing illusion. Science, 312 (May), 1908–10.
[45] Kandampully, J. (1998). Service quality to service loyalty: A relationship which goes beyond customer services. Total Quality Management, 9(6), 431-443.
[46] Keiningham, T. L., Goddard, M. K. M., Vavra, T. G., and Iaci, A. J. (1999). Customer delight and the bottom-line. Marketing Management, 8(3), 57–63.
[47] Kelleher, T. (2009). Conversational voice, communicated commitment, and public relations outcomes in interactive online communication. Journal of communication, 59(1), 172-188.
[48] Kotler, P. (2003). Marketing insights from A to Z: 80 concepts every manager needs to know. John Wiley & Sons: New Jersey.
[49] L Layard, R. (2011). Happiness: Lessons from a New Science. Penguin: UK.
[50] Lee, D.-J. and Sirgy, M. J. (2012). Consumer well-being (CWB): Various conceptualizations and measures, in K.C. Land et al. (eds.), Handbook of Social Indicators and Quality of Life Research, Springer: New York.
[51] Lehtinen, U., & Lehtinen, J. R. (1991). Two approaches to service quality dimensions. Service Industries Journal, 11(3), 287-303.
[52] Linell, P. (1998). Approaching dialogue: Talk, interaction and contexts in dialogical perspectives. John Benjamins Publishing Company: Amsterdam.
[53] Lovelock, C. H. and Young, R. F. (1979). Look to Consumers to increase productivity. Harvard Business Review, 57 (May–June), 168–78.
[54] Lusch, R. F. and Vargo S. L. (2006). Service-dominant logic: Reactions, reflections, and refinements. Marketing Theory, 6 (3), 281–88.
[55] Lyubomirsky, S., King, L. A., and Diener, E. (2005). The benefits of frequent positive affect: Does happiness lead to success? Psychological Bulletin, 131 (6), 803–55.
[56] Lyubomirsky, S., Sheldon, K. M., and Schkade, D. (2005). Pursuing happiness: The architecture of sustainable change. Review of General Psychology, 9(2), 111.
[57] Mills, P. K. and Morris, J. H. (1986). Clients as “partial” employees of service organizations: Role development in client participation. Academy of Management Review, 11 (4), 726–35.
[58] Mangold, W. G., Miller, F., and Brockway, G. R. (1999). Word-of-mouth communication in the service marketplace. Journal of Services Marketing, 13(1), 73-89.
[59] Mascarenhas, O. A., Kesavan, R., and Bernacchi, M. (2004). Customer value-chain involvement for co-creating customer delight. Journal of consumer marketing, 21(7), 486-496.
[60] Mogilner, C., Aaker, J., and Kamvar, S. D. (2012). How happiness affects choice. Journal of Consumer Research, 39 (2), 429-443.
[61] Möslein, K., Eisentraut, R., and Koch, M. (2001). Designing Service Communities. In Mensch & Computer 2001 (pp. 431-432). Vieweg+ Teubner Verlag.
[62] Moorman, C., Zaltman, G., and Deshpande, R. (1992). Relationships Between Providers and Users of Market Research: The Dynamics of Trust. Journal of marketing research, 29, 314-28.
[63] Noke, H., and Hughes, M. (2010). Climbing the value chain: Strategies to create a new product development capability in mature SMEs. International Journal of Operations & Production Management, 30(2), 132-154.
[64] Ordanini, A., and Parasuraman, A. (2011). Service innovation viewed through a service-dominant logic lens: a conceptual framework and empirical analysis. Journal of Service Research, 14(1), 3-23.
[65] Richard Normann. (2001). Reframing business: When the map changes the landscape. Wiley. com.
[66] Payne, A. F., Storbacka, K., and Frow P. (2008). Managing the co-creation of value. Journal of the Academy of Marketing Science, 36 (1), 83–96.
[67] Pearce, W. B., and Pearce, K. A. (2000). Extending the theory of the coordinated management of meaning (CMM) through a community dialogue process. Communication Theory, 10(4), 405-423.
[68] Prahalad, C. K., and Ramaswamy, V. (2004). The Future of Competition: Co-Creating Unique Value with Customers. Boston: Harvard Business School Press.
[69] Prahalad, C. K., and Ramaswamy, V. (2002). The co-creation connection. Strategy and Business, 50-61.
[70] Ryff, C. D., and Singer, B. (1996). Psychological well-being: Meaning, measurement, and implications for psychotherapy research. Psychotherapy and psychosomatics, 65(1), 14-23.
[71] Sawhney, R., and Piper, C. (2002). Value creation through enriched marketing–operations interfaces: an empirical study in the printed circuit board industry. Journal of Operations Management, 20(3), 259-272.
[72] Sawhney, M. (2006). Going beyond the product. The Service-dominant Logic of Marketing, 365-80.
[73] Seligman, M. E. (2002). Authentic happiness: Using the new positive psychology to realize your potential for lasting fulfillment. Simon and Schuster: New York.
[74] Sharma, N., and Patterson, P. G. (1999). The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services. Journal of services marketing, 13(2), 151-170.
[75] Sharp, B., and Sharp, A. (1997). Loyalty programs and their impact on repeat-purchase loyalty patterns. International Journal of Research in Marketing, 14(5), 473-486.
[76] Spreng, R. A., and Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of retailing, 72(2), 201-214.
[77] Stajkovic, A. D., and Luthans, F. (1998). Self-efficacy and work-related performance: A meta-analysis. Psychological bulletin, 124(2), 240.
[78] Strigl, D. (2011). Results Drive Happiness. HR Magazine, 56(10), 113.
[79] Weitz, B. A., Sujan, H., and Sujan, M. (1986). Knowledge, motivation, and adaptive behavior: a framework for improving selling effectiveness. The Journal of marketing, 174-191.
[80] Tkach, C. and Lyubomirsky, S. (2006). How do people pursue happiness? Relating personality, happiness-increasing strategies, and well-being. Journal of Happiness Studies 7(2), 183–225.
[81] Tuli, K. R., Kohli, A. K., and Bharadwaj, S. G. (2007). Rethinking customer solutions: from product bundles to relational processes. Journal of Marketing, 71(3), 1-17.
[82] Ulwick, A. W., & Bettencourt, L. A. (2007). What is a Customer Need?, Retrieved September 18, 2012, from www.strategyn.com
[83] Van Beuningen, J., de Ruyter, K., and Wetzels M. (2011). The power of self-efficacy change during service provision: Making your customers feel better about themselves pays off. Journal of Service Research, 14(1), 108-125.
[84] Vargo, S. L., and Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68, 1-17.
[85] Vargo, S. L., and Lusch, R. F. (2008). From goods to service(s): Divergences and convergences of logics. Industrial Marketing Management, 37(3), 254-259.
[86] Vargo, S. L., Maglio, P. P., and Akaka, M. A. (2008). On value and value co-creation: A service systems and service logic perspective. European Management Journal, 26, 3, 145-152.
[87] Vargo, S. L., Lusch, R. F., and Akaka, M. A. (2010). Advancing service science with service-dominant logic. In P. P. Maglio, C. A. Kieliszewski and J. C. Spohrer (eds.), Handbook of Service Science, Springer, New York, 133-156.
[88] Vargo, S. L., and Akaka, M. A. (2009). Service-dominant logic as a foundation for service science: clarifications. Service Science, 1(1), 32-41.
[89] Veenhoven, R. (2001). Quality-of-life and happiness: Not quite the same, in G. DeGirolamo et al. (eds), Salute e qualità dell vida, Centro Scientifico Editore, Torino, Italia, 67–95.
[90] Vernette, E., & Hamdi-Kidar, L. (2013). Co-creation with consumers: who has the competence and wants to cooperate. International Journal of Market Research, 55(4), 539-561.
[91] Xie, C., Bagozzi, R. P., and Troye, S. V. (2008). Trying to prosume: Toward a theory of consumers as co-creators of value. Journal of the Academy of Marketing Science, 36 (1), 109–122.
[92] Yi, Y., and Gong, T. (2012). Customer value co-creation behavior: Scale development and validation. Journal of Business Research.
[93] Yung, W. K. C., & Chan, D. T. H. (2003). Application of value delivery system (VDS) and performance benchmarking in flexible business process reengineering. International Journal of Operations & Production Management, 23(3), 300-315.
[94] Zhang, Y., & Gregory, M. (2011). Managing global network operations along the engineering value chain. International Journal of Operations & Production Management, 31(7), 736-764.
[95] Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. The Journal of Marketing, 31-46.

指導教授

謝依靜(Yi-ching Hsieh)

審核日期

2014-4-2

推文