從關係強化觀點建構B2B產品服務化__臺灣博碩士論文知識加值 ...

詳目顯示 ; 蔡淑如 · Amy,Shu-Ju Tsai · 從關係強化觀點建構B2B產品服務化 · Building Servitization Roadmap in B2B:A Tie Strength Perspective · 李月華. 資料載入處理中... 跳到主要內容 臺灣博碩士論文加值系統 ::: 網站導覽| 首頁| 關於本站| 聯絡我們| 國圖首頁| 常見問題| 操作說明 English |FB專頁 |Mobile 免費會員 登入| 註冊 功能切換導覽列 (165.22.59.181)您好！臺灣時間：2022/10/1902:31 字體大小：       ::: 詳目顯示 recordfocus 第1筆/ 共1筆  /1頁 論文基本資料 摘要 外文摘要 目次 參考文獻 紙本論文 QRCode 本論文永久網址: 複製永久網址Twitter研究生:蔡淑如研究生(外文):Amy,Shu-JuTsai論文名稱:從關係強化觀點建構B2B產品服務化論文名稱(外文):BuildingServitizationRoadmapinB2B:ATieStrengthPerspective指導教授:李月華指導教授(外文):Yueh-HuaLee學位類別:碩士校院名稱:淡江大學系所名稱:企業管理學系碩士在職專班學門:商業及管理學門學類:企業管理學類論文種類:學術論文論文出版年:2009畢業學年度:97語文別:英文論文頁數:95中文關鍵詞:產品服務化、企業對企業商業模式、關係強化外文關鍵詞:Servitization、Business-to-Business(B2B)、TieStrength相關次數: 被引用:0點閱:177評分:下載:0書目收藏:0 成功的服務有賴於對客戶的了解,也就是了解客戶的需求和期望.如果服務提供者不了解客戶,將會減損服務的品質,服務成效將會不彰,整體營業成果也將受到影響.在全球愈來愈多的公司正運用服務來加值它們的核心商品.這個趨勢在各產業隨處可見.企業為尋求更大收益及競爭優勢則必需專注於平衡顧客及市場導向.本研究運用關係強化觀點,並運用深度訪談以尋求客戶的真實需求.從深度訪談中,本研究發現“產品服務化”是影響B2B客戶採購決策的一項重要因素.因此本研究設計了產品服務化的架構以利買主和供應商達成雙贏合作.供應商應規劃組織的服務流程來創造競爭優勢.最好的方法就是以顧客的真實需求為基礎,籌劃好產品服務化的架構,以達低價,差異化和與顧客連繫的優勢.本研究整合了差異化產品,專業的銷售,以知識為基礎的技術服務,還有差異化售後服務建構B2B產品服務化. Successfulservicereliesonlearningaboutcustomers;i.e,learningaboutcustomers’needsandcustomers’expectation.Ifserviceprovidersdonotunderstandtheircustomers,thequalityoftheservicewillbediminished,serviceproductivitywillfall,andtheoverallbusinessperformancewillsuffer.Moreandmorecompaniesthroughouttheworldareaddingvaluetotheircorecorporateofferingsthroughservices.Thetrendispervadingalmostallindustries.Itiscustomerdemand-drivenandperceivedbycompaniesassharpeningtheircompetitiveedges,companyseekinggreaterprofitabilityandcompetitiveadvantagemustbalanceacustomer-andmarket-orientedfocus.Thisresearchusestiesstrengthperspectiveandthroughin-depthinterviewforexplorationofcustomers’realneeds.Fromin-depthinterview,thisresearchfind“servitization”isthecriticalfactorwhenB2Bcustomersmakepurchasedecision.Sothisresearchdesignsaservitizationroadmapforwin-wincooperationbetweensupplierandbuyer.Suppliersshouldreorganizetheirserviceprocesstoreachcompetitiveadvantage.Thebestmethodistostageaservitizationroadmap.Inordertograbcompetitiveadvantageoflowcosts,differentiationandcustomerbonds,basedonrealcustomerneeds,thisresearchintegratesproductdifferentiation,professionalsales,knowledgebasedtechnologyserviceandaftersalesservicedifferentiationasaB2Bservitizationroadmap. TableofContentsChapterOne-Introduction……………………………………………………………11.1ResearchBackground…………..……….………………………11.2MarineLubricantIndustryIntroduction…………………31.3ResearchMotives……………………………………………41.4ResearchObjective…………………………………………51.5ResearchProcess……………………………………………6ChapterTwo-LiteratureReview………………………………82.1Servitization………………………………………………82.2Business-to-Business(B2B)…………………………………112.3TieStrength………………………………………………132.4CustomerExpectationversusCustomerNeed…………152.5ServiceQuality……………………………………………182.6TherelationbetweencustomerexpectationAndcustomersatisfaction……………………………………202.7ServiceprocessstrategyincorporatingCustomer’sneed…………………………………………………212.8Customerserviceprocessintegration…………………222.9Serviceinnovation…………………………………………24ChapterThree-ResearchMethodology………………………283.1ResearchMethodandResearchConcept……………………283.2DataCollectionandConsolidation……………………..323.3In-depthinterviewrespondentlist…………………….323.4DataCollectionandConsolidation……………………..333.5Theprocessofin-depthinterview………………………333.6Outlineofinterview……………………………………343.7Researchqualityanalysis…………………………………373.8Validity……………………………………………………383.8.1ConstructValidity………………………………………383.8.2InternalValidity……………………………………….383.8.3ExternalValidity…………………………………………383.9Reliability……………………………………………………383.9.1CaseStudyDatabase……………………………………383.9.2ChainofEvidence……………………………………….38ChapterFour–DataAnalysisandFinding…………………404.1Data…………………………………………………404.1.1In-depthInterview……………………………………..404.1.2LubricantSupplierDocuments…………………………504.2Analysis…………………………………………………………514.2.1ProductChallenge………………………………………….534.2.2SalesChallenge…………………………………………………………564.2.3TechnicalServiceChallenge……………………………604.2.4AfterSalesServicesChallenge………………………654.2.5Customers’PurchaseDecision……..…………………694.2.6IntegrationandServitization…………………………73ChapterFive–ConclusionsandDiscussion…………………785.1Conclusions………………………………………………………785.2ManagementImplication…………………………………………………………825.3ResearchLimitations………………………….……….…845.4Suggestionsforfuturestudies…………………………85eferences……………………………………………………………86FiguresChapterOne-IntroductionFigure1.1:ResearchProcess………………………………………7ChapterTwo-LiteratureReviewFigure2.1:InfluenceFactorofServiceAnticipation…………………………………………………………………………17ChapterThree-ResearchMethodologyFigure3.1:ResearchConcept……………………………………………………………29Figure3.2:CaseStudyMethod…………………………………31ChapterFour–DataAnalysisandFindingFigure4.1:MarineLubricantServiceProcess…………………52Figure4.2:NewProductDevelopmentProcess…………………56Figure4.3:ProfessionalSalesRepresentative………………60Figure4.4:Knowledge-BasedTechnologyService……………64Figure4.5:AfterSalesServicesFrameworkofServiceDifferentiation………………………………………………………69Figure4.6:PurchaseprocessofDifferentTypesofpurchase………………………………………………………………71Figure4.7:Factorstakenintoconsiderationwhenmakepurchasedecision………………………………………………73Figure4.8:ServitizationRoadmap……………………………76ChapterFive–ConclusionsandDiscussionFigure5.1:PurchasedecisionfactorsVSfactorssuggestedbythisresearch…………………………………79TablesChapterThree-ResearchMethodologyTable3.1:In-depthinterviewcaseprofile…………………32Table3.2:CaseStudyTacticsforFourDesignTests.37Table3.3:ChainofEvidence……………………………………39ChapterFour–DataAnalysisandFindingTable4.1:1stin-depthinterviewresults……………………40Table4.2:Marinecustomersurveyresult……………………50 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 國圖紙本論文 推文 網路書籤 推薦 評分 引用網址 轉寄                                                                                                                                                                                                                    top 相關論文 相關期刊 熱門點閱論文 無相關論文   無相關期刊   1. 探討產品服務化的租賃服務之研究 2. 企業導入產品服務化系統之可行性評估 3. 以產品服務化的觀點探討自行車租賃系統----以高雄市C-bike為例 4. 茶飲料市場消費行為之研究 5. 建置產品服務化系統(PSS)之永續性績效評估工具 6. 企業推動產品服務化之策略研究 7. 生活型態、人格特質對產品服務化態度與接受度影響之研究—以汽車共享為例 8. 刑法強制性交罪「違反意願」之研究–兼論最高法院99年台上字第4894號刑事判決 9. 產品服務化對傢俱零售產業供應鏈管理之影響–以A公司為例 10. 以產品服務化模式建構軍品發展藍圖及中長程計畫之發展流程 11. 國小教師工作投入與幸福感相關之研究－以苗栗縣為例 12. 以產品服務化探討台灣哈租族生活型態與永續設計之趨勢 13. 石原文庫所藏印譜之調查與研究 14. 桃園縣幼稚園教師在職進修與生涯發展之研究 15. 台灣零售式量販店能源管理與經營績效關係之研究     簡易查詢 | 進階查詢 | 熱門排行 | 我的研究室