The relationship between human resource practices and customer satisfaction – mediated by supply chain integration

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题名:	The relationship between human resource practices and customer satisfaction – mediated by supply chain integration
作者:	卓鈺婷;Cho, Yu-Ting
贡献者:	人力資源管理研究所
关键词:	人力資源措施;供應鏈整合;顧客滿意度;human resource practices;supply chain integration;customer satisfaction
日期:	2025-07-24
上传时间:	2025-10-17 09:30:29 (UTC+8)
出版者:	國立中央大學
摘要:	摘要產品品質往往取決於製造過程中的每一個環節，因此有效管理製造過程對於提升產品品質至關重要。然而，供應鏈缺乏彈性將會令企業難以維持顧客忠誠度。由於 COVID-19 的影響，企業在維持生產力方面面臨挑戰。供應鏈中的有效資訊交流是關鍵，而人力資本在促進不同部門、供應商和顧客之間的溝通中發揮著重要作用。為了最大化人力資本的潛力，企業應實施綜合性的人力資源（HR）措施，以提高整體效率。本研究探討人力資源措施（透過能力-動機-機會「AMO」框架來呈現）、供應鏈整合（包括內部整合與外部整合）以及顧客滿意度之間的關係。本研究旨在探討人力資源措施對顧客滿意度的影響是否會透過供應鏈整合而得到增強。本次研究對象為台灣 83 名具有供應鏈系統之企業的員工。樣本於 2021 年取得。本研究發現，人力資源措施對顧客滿意度具有直接及間接影響，這些影響部分是透過供應鏈整合實現的。有效的人力資源措施透過促進資訊共享、增強利益相關者參與，以及根據回饋進行調整來提升顧客滿意度。關鍵詞：人力資源措施、供應鏈整合、顧客滿意度;ABSTRACT Since product quality is largely determined by how well the manufacturing process is managed, effective control over that process is essential for achieving high quality outcomes. However, a lack of flexibility in the supply chain makes it difficult for firms to maintain customer loyalty, particularly in the face of disruptions such as the COVID-19 pandemic, which has posed significant challenges to sustaining productivity. Effective information exchange within the supply chain is essential, and human capital plays a vital role in facilitating communication among internal departments, suppliers, and customers. To fully leverage the potential of human capital, organizations should implement integrated human resource (HR) practices with the aim of enhancing overall operational efficiency. The present study investigates the relationships among HR practices (conceptualized through the Ability–Motivation–Opportunity “AMO” framework), supply chain integration (including both internal and external integration), and customer satisfaction. Specifically, it examines whether the relationship of HR practices and customer satisfaction is mediated by supply chain integration. Data were collected from 83 employees working in firms with supply chain systems in Taiwan in 2021. The findings indicate that HR practices have both direct and indirect relationship with customer satisfaction, with supply chain integration serving as a key mediating mechanism. Furthermore, effective HR practices contribute to improved customer satisfaction by facilitating information sharing, enhancing stakeholder engagement, and enabling adaptive adjustments based on feedback. Keywords: human resource practices, supply chain integration, customer satisfaction
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