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論文中文名稱:製造業服務化之內涵、客戶關係與領導之研究-以電子通訊產業為例 [以論文名稱查詢館藏系統]
論文英文名稱:A Study Among The Connotation of Manufacturing Servitization, Customer Relationship (Guanxi) And Leadership – Using Telecommunication Industry as an Example [以論文名稱查詢館藏系統]
院校名稱:臺北科技大學
學院名稱:管理學院
系所名稱:管理學院經營管理EMBA專班
畢業學年度:103
畢業學期:第二學期
出版年度:104
中文姓名:楊淑芬
英文姓名:Yang Shu Fen
研究生學號:102C22520
學位類別:碩士
語文別:中文
口試日期:2015/06/05
指導教授中文名:林鳳儀
指導教授英文名:Lin Feng Yi
口試委員中文名:方文昌;王維康
口試委員英文名:Lin Feng Yi;Lin Feng Yi
中文關鍵詞:製造業服務化、客戶關係、領導
英文關鍵詞:Manufacturing Servitization,customer relationhip (Guanxi) and Leadership
論文中文摘要:現今全球經濟國家與國家透過網路聯繫變得更緊密,各國產業之間的競爭越來越激烈,中小企業一向是台灣經濟發展的基礎,其優點為規模小、彈性大、修正快,能夠隨著市場的需求及變化進行快速的調整。也因為中小企業規模不大、資源及資金不如大企業的充足,中小企業靠著單打獨鬥在國際化競爭的壓力下,若是成長的速度趕不上世界潮流,很快就會陷入被超越甚至被取代的困境。
本研究從製造業者的角度,探討製造業者如何提供服務化,對不同區域國家的客戶,針對製造商提供的品質、價格、交貨、客製化以及彈性進行深度訪談,了解其個案對製造商所提供之服務影響關係,強化競爭優勢將是製造業需要去努力的,製造商如何與客戶建立關係及信任。
本研究將針對個案公司藉由服務升級到價值服務,根據研究結果提出實務應用與對後續研究之建議。
論文英文摘要:Internet has become an inevitable phenomenon under the global economy and result of a tighter relationship in the link of global. International Competition in worldwide industries has been growing increasingly fierce. As the manufacturing industry toward customer oriented, small and medium size enterprises in Taiwan should consider adjusting their operations and management strategies. However, due to smaller scale, insufficient resources, small and medium-sized enterprises that face much faster replace rate and higher pressure of internationalized competition. Manufacturing servitization is one of effective way to overcome this predicament.
The purpose of this research is to investigate the Guanxi and leadership among the partners while underlying the strategy of manufacturing servitization. This is a qualitative and case study research. Using depth semi-structure interviews, it is to study the influence on the degree of the trust in the respect of quality, price, delivery, flexibility, and customer supporting.
The results of this research find that the influence on the degree of the trust among the partners caused by Guanxi and the style of leadership, and the influences on the willing to cooperate in the future caused by the degree of the trust.
論文目次:摘要 i
Abstract ii
誌謝 iv
目錄 v
表目錄 viii
圖目錄 ix
第一章 緒論 01
1.1 研究背景 01
1.2 研究動機 03
1.3 研究目的 09
1.4 研究流程 10
第二章 文獻探討 11
2.1 製造業服務化 11
2.1.1 製造與服務 12
2.1.2 製造業服務化 14
2.2 關係 19
2.2.1 關係與關係行銷的定義 19
2.2.2 關係行銷與承諾/信任的關係 24
2.2.3 關係行銷的層次 26
2.2.4 關係行銷的利益 29
2.3 領導 33
2.3.1領導定義 33
2.3.2領導理論及其演進 35
第三章 研究方法 40
3.1 資料蒐集 40
3.2 資料分析 42
3.3 個案KK製造商簡介 44
3.4 訪談對象 47
3.5 訪談大綱 49
3.5.1整體性 50
3.5.2 服務化 50
3.5.3 關係 51
3.5.4 領導 52
第四章 研究結果與討論 54
4.1 個案(甲)公司 54
4.1.1 基本資料 54
4.1.2 公司發展 55
4.1.3 目標市場 55
4.1.4 主要產品 56
4.1.5 願景目標 56
4.2 個案(乙)公司 57
4.2.1 基本資料 57
4.2.2 公司發展 58
4.2.3 目標市場 59
4.2.4 主要產品 59
4.2.5 願景目標 59
4.3 個案(丙)公司 61
4.3.1 基本資料 61
4.3.2 公司發展 61
4.3.3 目標市場 62
4.3.4 主要產品 62
4.3.5 願景目標 62
4.4 研究結果 64
4.4.1 服務化品質 64
4.4.2 服務化價格 66
4.4.3 服務化交貨 68
4.4.4 服務化顧客(客製化) 69
4.4.5 服務化彈性 70
4.4.6 領導 71
4.4.7 整體性 73
第五章 結論與建議 77
5.1 結論 77
5.2 建議 79
5.3 研究限制 80
參考文獻 81
中文部份 81
英文部份 84
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