影響對供應商忠誠度之因素探討 −−  供應商服務與供應鏈流程能力

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：46

、訪客IP：3.144.232.79

姓名

陳奇婕(Chi-chieh Chen) 查詢紙本館藏

畢業系所

資訊管理學系

論文名稱

影響對供應商忠誠度之因素探討 −− 供應商服務與供應鏈流程能力
(Factors Affecting Loyalty to Supplier: Supplier Services and Supply Chain Process Capabilities)

相關論文

★ 影響ERP導入過程及成效因素之研究 - 單一公司兩次導入SAP系統之比較分析	★ 運用資料倉儲技術建置物力動員資訊系統之開發
★ 買方採用自有電子市集之個案研究─以台塑企業為例	★ DEA模型評估經營效率之研究—以某綜合證券商為例
★ 尋求卓越：中小企業資訊部門的管理之個案研究	★ 「證券商共同網路交易平台」之可行性分析
★ 產業競合模式策略探討－以自行車產業為例	★ RFID導入航空貨運站出口作業流程應用之研究
★ 綠色供應鏈活動建構之個案研究-以筆記型電腦製造業為例	★ 導入資訊科技服務管理之評估-以遠東銀行為例
★ 資訊系統導入歷程中專案團隊決策衝突之探討	★ 應用資源基礎理論探討持久競爭優勢-以智慧型手機H公司為例
★ 服務導向架構為基礎的企業流程管理之探討 - 以瀚宇博德股份有限公司為例	★ 沙賓法案實施與企業遵循個案研究--以K公司為例
★ 資訊服務委外之個案分析－以銀行簡訊為例	★ 有線電視業者經營IPTV之競爭優勢分析—以個案公司為例

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)

製造業服務化日益受到重視，隨著科技的進步，許多供應鏈相關的資訊系統如雨
後春筍般出現，其目的不外乎就是提供「服務」給上下游的合作廠商，讓彼此的交易往來可以進行地相當順利，而這些資訊系統就是提供服務的媒介。透過這些供應商的資訊系統，進而影響到公司內部的流程能力，這些流程能力可以使公司內部作業更為順暢。過去的研究中，鮮少以資訊科技為基礎的服務構面來衡量對供應商忠誠度的影響，因此本研究旨在探討以資訊科技為基礎的服務和流程能力對供應商忠誠度的影響。除此之外，供應商業務代表提供的服務和公司內部是否擁有足夠的資訊科技能力來支援供應商的資訊系統，也是需要被衡量的指標。
本研究透過郵寄問卷至台灣營業額排名前 1000 名製造業的採購主管，探討以資
訊科技為基礎的服務和流程能力對供應商忠誠度是否具有正向的影響。結果顯示，供應商代表提供的服務及購買方的流程能力與供應商忠誠度呈現正向相關，除此之外，以資訊科技為基礎的服務對流程能力並無正向影響。

摘要(英)

The servitization of manufacturing is more important than ever before. As a result of rapid development in information technology, information systems for supporting supply chain operations have sprung up. The purpose of these systems is to provide “services” to upstream and downstream partners in supply chains to make their business more successful. And then, information systems have become the important vehicles of providing services to customers. These information systems also impact suppliers on internal process capabilities. The process capabilities can make the business more smoothly. There are few studies about IT-based service and loyalty to the suppliers in prior studies. Therefore, this study addressed the impacts of IT-based service and process capabilities on loyalty to the suppliers in supply chains. In addition, the services provided by supplier representatives and whether there is enough information technologies to support the information systems of suppliers in the internal firm are needed to be measured.
The study collects data from top 1000 Taiwanese manufacturing firms to test the hypotheses. The results show that human service quality and process capability are positively associated with loyalty to the supplier. In addition, there is no positive influence of IT-based service on process capability.

關鍵字(中)

★ 以資訊科技為基礎的服務
★ 供應商忠誠度
★ 資訊科技能力
★ 流程能力

關鍵字(英)

論文目次

中文摘要 i
Abstract ii
誌謝 iii
Contents iv
List of Tables vi
List of Figures vii
Chapter 1 Introduction 1
1.1 Research Background and Motivations 1
1.2 Research Purposes and Questions 4
Chapter 2 Literature review 5
2.1 IT-based Service 5
2.2 Human Service Quality 6
2.3 Information Technology Capability 7
2.4 Process Capability 8
2.5 Loyalty to the Supplier 10
Chapter 3 Research Model and Hypotheses 12
3.1 Research Model 12
3.2 Hypothesis Development 13
3.2.1 Information Technology Capability and Process Capability 13
3.2.2 IT-based Service and Process Capability 15
3.2.3 Human Service Quality and Process Capability 16
3.2.4 Process Capability and Loyalty to the Supplier 17
3.2.5 Process Integration Capability and Process Efficiency Capability 19

Chapter 4 Research Method 20
4.1 Research Design 20
4.2 Instrument Development 20
4.2.1 Human Service Quality 21
4.2.2 Information Technology Capability 22
4.2.3 Process Efﬁciency Capability 23
4.2.4 Process Integration Capability 24
4.2.5 Loyalty to the Supplier 25
4.2.6 IT-based Service 26
4.2.7 Control Variables 26
Chapter 5 Data Analysis and Results 27
5.1 Sample Characteristic 27
5.2 Measurement Model 33
5.3 Structural Model 39
Chapter 6 Conclusions 42
6.1 Findings and Discussion 42
6.2 Implications 44
6.3 Limitations 46
References 47
APPENDIX QUESTIONNAIRE 54

參考文獻

1. Ambrosini, V., & Bowman, C. (2009). What are dynamic capabilities and are they a useful construct in strategic management? International Journal of Management Reviews, 11(1), 29-49.
2. 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.
3. Baines, T.S., Lightfoot, H.W., Benedettini, O., & Kay, J.M. (2009). The servitization of manufacturing: a review of literature and reﬂection on future challenges. Journal of Manufacturing Technology Management, 20(5), 547-567.
4. Barney, J. B. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17(1), 99-120.
5. Bentler, P. M. (1978). The interdependence of theory, methodology, and empirical data: causal modeling as an approach to construct validation. In D. B. Kandel (Ed.), Longitudinal research on drug use: empirical findings and methodological issues, 267-302.
6. Berry, L. L., Parasuraman, A., & Zeithaml, V.A. (1988), The service quality puzzle. Business Horizon, 31(5), 35-43.
7. Bharadwaj, A. S. (2000). Resource-based perspective on information technology capability and firm performance: an empirical investigation. MIS Quarterly, 24(1), 169-196.
8. Bharadwaj, A. S., Bharadwaj, S. G., & Konsynski, B. R. (1999). Information technology effects on firm performance as measured by Tobin′s q. Management Science, 45(6), 1008-1024.

9. Bharadwaj, S. G., Vanradarajan, P. R., & Fathy, J. (1993). Susutainable competetive advantage in service industries: a conceptual model and research propositions. Journal of Marketing, 57, 83-99.
10. Bonfield, P. (1996). IT helps satisfy customer needs. Management Today.
11. Bowen, J. T., & Shoemaker, S. (1998). Loyalty: a strategic commitment. Cornell and Hotel Restaurant Administration Quarterly, 39(1), 12-25.
12. Cachon, G. P., & Fisher, M. (2000). Supply chain inventory management and the value of shared information. Management Science, 46(8), 1032-1048.
13. Cenfetelli, R. T., Benbasat, I., & Al-Natour, S. (2008). Addressing the what and how of online services: positioning supporting-services functionality and service quality for business-to-consumer succes. Information Systems Research, 19(2), 161-181.
14. Christopher, M. G., & Gattorna, J. (2005). Supply chain management and value-based pricing. Industrial Marketing Management, 34, 115-121.
15. Collis, D. J., & Montgomery, C. A. (1995). Competing on resources: strategy in the 1990s. Harvard Business Review, 73, 118-128.
16. Corea, S. (2006). Mounting eﬀective IT based customer service operations under emergent conditions: deconstructing myth as a basis of understanding. Information and Organization, 16, 109-142.
17. Croom, S. (2000). The impact of web-based procurement on the management of operating resources supply. The Journal of Supply Chain Management, 36(1), 4-13.
18. Croom, S., & Johnston, R. (2003). E-service: enhancing internal customer service through e-procurement. International Journal of Service Industry Management, 14(5), 539-555.
19. Day, G. S. (1969). A two-dimensional concept of brand loyalty. Journal of Advertising Research, 9(3), 29-36.

20. Dehning, B., Richardson, V. J., & Zmud, R. W. (2007). The ﬁnancial performance effects of IT-based supply chain management systems in manufacturing firms. Journal of Operations anagement, 25, 806-824.
21. Dick, S. A., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99-113.
22. Evanschitzky, H., Ramaseshan, B., Woisetschläger, D. M., Richelsen, V., Blut, M., & Backhaus, C. (2012). Consequences of customer loyalty to the loyalty program and to the company. Journal of the Academy of Marketing Science, 40, 625-638.
23. Fang, W., Zsidisin, G. A. and Ross, A. D. (2007). Antecedents and outcomes of e-procurement adoption: an integrative model. IEEE Transactions on Engineering Management, 54(3), 576-587.
24. Fornell, C., & Larcker, D. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research 18(3), 39-50.
25. Gavirneni, S., Kapuscinski, R., & Tayur, S. (1999). Value of information in capacitated supply chain. Management Science, 45(1), 16-24.
26. Ghobadian, A., Speller, S., & Jones, M. (1994). Service quality concepts and models. International Journal of Quality & Reliability Management, 11(9), 43-66.
27. Grant, R. M. (1991). The resource-based theory of competitive advantage: implications for strategy formulation. California Management Review, 33(3), 114-135.
28. Griffin, J. (1996). The internet’s expanding role in building customer loyalty. Direct Marketing, 59(7), 50-53.
29. Gronroos, C. (1984). A service quality model an its marketing implications. European Journal of Marketing, 18(4), 36-44.
30. Guenzi, P., & Pelloni, O. (2004). The impact of interpersonal relationships on customer satisfaction and loyalty to the service provider. International Journal of Service Industry Management, 15(4), 365-384.

31. Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(3), 414-433.
32. Henderson, J. C., & Venkatraman, N. (1993). Strategic alignment: leveraging information technology for transforming organizations. IBM Systems Journal, 32(1), 4-16.
33. Jarvis, L. P., & Wilcox, J. B. (1977). True vender loyalty or simple repeat purchase behavior? Industrial Marketing Management, 6, 9-14.
34. Kim, G., Shin, B., Kim, K. K., & Lee, H. G. (2011). IT Capabilities, process-oriented dynamic capabilities, and firm financial performance. Journal of the Association for Information Systems, 12(7), 487-517.
35. Lee, C., Seol, H., & Park, Y. (2007). Identifying new IT-based service concepts based on the technological strength: a text mining and morphology analysis approach. Fourth International Conference on Fuzzy Systems and Knowledge Discovery.
36. Lee, M., & Cunningham, L. F. (2001). A cost/benefit approach to understanding service loyalty. Journal of Services Marketing, 15(2), 113-130.
37. Lejeune, M. A., & Yakova, N. (2005). On characterizing the 4 C’s in supply chain management. Journal of Operations Management, 23(1), 81-100.
38. Liu, Y. (2007). The long-term impact of loyalty programs on consumer purchase behavior and loyalty. Journal of Marketing, 71, 19-35.
39. Novack, R. A., & Simco, S. W. (1991). The industrial procurement process: a supply chain perspective. Journal of Business Logistics, 12(1), 145-168.
40. Ordanini, A., & Rubera, G. (2008). Strategic capabilities and internet resources in procurement: a resource-based view of B-to-B buying process. International Journal of Operations & Production Management, 28(1), 27-52.

41. Palmatier, R. W., Scheer, L. K., & Steenkamp, J.B. E.M. (2007). Customer loyalty to whom? Managing the benefits and risks of salesperson-owned loyalty. Journal of Marketing Research, 44, 185-199.
42. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
43. Pereira, J. V. (2009). The new supply chain’s frontier: information management. International Journal of Information Management, 29(5), 372-379.
44. Piccoli, G., & Ives, B. (2005). Review: IT-dependent strategic initiatives and sustained competitive advantage: a review and synthesis of the literature. MIS Quarterly, 29(4), 747-776.
45. Pritchard, M. P., & Howard, D. R. (1997). The loyalty traveler: examining a typology of service patronage. Journal of Travel Research, 2-10.
46. Quesada, G., Gonzalez, M. E., Mueller, J., & Mueller, R. (2010). Impact of e-procurement on procurement practices and performance. Benchmarking: An International Journal, 17(4), 516-538.
47. Rauyruen, P., & Miller, K. E. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research, 60, 21-31.
48. Ray, G., Barney, J. B., & Muhanna, W. A. (2005). Information technology and the performance of the customer service process: a resource-based analysis. MIS Quarterly, 29(4), 625-642.
49. Ronchi, S., Brun, A., Golini, R., & Fan, X. (2010). What is the value of an IT e-procurement system? Journal of Purchasing & Supply Management, 16, 131–140.
50. Saeed, K. A., Malhotra, M. K., & Grover, V. (2005). Examining the impact of interorganizational systems on process efﬁciency and sourcing leverage in buyer-supplier dyads. Decision Sciences, 36(3), 365-396.
51. Seth, N., Deshmukh, S.G., & Vrat, P. (2004). Service quality models: a review. International Journal of Quality & Reliability Management, 22(9), 913-949.
52. Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing, 66, 15-37.
53. Slater, S. F. (1996). The challenge of sustaining competitive advantage. Industrial Marketing Management, 25(1), 79–86.
54. Spekman, R. E. (1988). Strategic supplier selection: understanding long-term buyer relationships. Business Horizons, 31(4), 75-81.
55. Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions. Journal of Retailing, 70(2), 163-178.
56. Valenzuela, L. M., Mulki, J. P., & Jaramillo, J. F. (2010). Impact of customer orientation, inducements and ethics on loyalty to the firm: customers’ perspective. Journal of Business Ethics, 93, 277-291.
57. Vandermerwe, S., & Rada, J. (1988). Servitization of business: adding value by adding services. European Management Journal, 6(4), 314–324.
58. Viardot, E. (2000). Key features and omportance of professional information technology-based services. European Management Journal, 18(4), 454–461.
59. Wagner, S. M., & Johnson, J. L. (2004). Conﬁguring and managing strategic supplier portfolios. Industrial Marketing Management, 33, 717-730.
60. Wang, L., & Alam, P. (2007). Information technology capability: firm valuation, earnings uncertainty, and forecast accuracy. Journal of Information Systems, 21(2), 27-48.
61. Wernerfelt, B. (1984). A resource-based view of the ﬁrm. Strategic Management Journal, 5(2), 171-180.

62. Wong, A., & Sohal A. (2003). Service quality and customer loyalty perspectives on two levels of retail relationships. Journal of Service Marketing, 17(5), 495-513.
63. Wu, F., Yeniyurt, S., Kim, D., & Cavusgil, T. S. (2006). The impact of information technology on supply chain capabilities and ﬁrm performance: a resource-based view. Industrial Marketing Management, 35, 493-504.
64. Yee, R. W. Y., Yeung, A. C. L., & Cheng, T. C. E. (2010). An empirical study of employee loyalty, service quality and ﬁrm performance in the service industry. International Journal of Production Economics, 124, 109-120.
65. Yim, C. K., Tse, D. K., & Chan, K. W. (2008). Strengthening customer loyalty through intimacy and passion: roles of customer-firm affection and customer-staff relationships in services. Journal of Marketing Research, 70, 741-756.
66. Zhu, F. X., Jr, W. W., & Chen, I. (2002). IT-based services and service quality in consumer banking. International Journal of Service Industry Management, 13(1), 69-90.

指導教授

王存國

審核日期

2014-7-14

推文