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系統識別號 U0026-0812200911284980
論文名稱(中文) 服務業人力資源管理措施、服務品質與顧客績效間關係之研究
論文名稱(英文) The Relationships between Human Resource Management Practices, Service Quality, and Customer Outcomes in the Service Organizations
校院名稱 成功大學
系所名稱(中) 國際企業研究所碩博士班
系所名稱(英) Institute of International Business
學年度 93
學期 2
出版年 94
研究生(中文) 鄭筑尹
研究生(英文) Chu-Yin Cheng
學號 r6692405
學位類別 碩士
語文別 中文
論文頁數 83頁
口試委員 口試委員-彭台光
口試委員-徐郁茹
指導教授-史習安
中文關鍵字 人力資源管理措施  服務氣候  服務品質  服務導向公民行為  顧客滿意度  顧客忠誠度 
英文關鍵字 service climate  customer satisfaction  customer loyalty.  service –oriented citizenship behavior  human resource management practice  service quality 
學科別分類
中文摘要   本研究主要探討服務業組織所實施的人力資源管理措施對於顧客認知的服務品質,以及顧客認知的服務品質對於顧客績效之影響。此外並進一步探討可能影響人力資源管理措施與服務品質間關係的變數,包含「服務氣候」及「服務導向公民行為」等變數之影響。

  本研究以台灣的服務業組織之員工及顧客為主要研究對象,並以天下雜誌2004年台灣500大服務業為主要對象。本研究共有兩份正式問卷:員工問卷及顧客問卷,分別請服務業組織的員工及其顧客填答。本研究共回收有效問卷576份。問卷資料經由統計分析編碼計算為各變數數值,再以相關分析、因素分析及結構方程式分析來探討變數間之關係,以驗證本研究之假設。

  研究結果顯示,(1) 當組織實施較高程度的人力資源管理措施時,員工認知到的服務氣候程度也較高。(2) 當組織實施較高程度的人力資源管理措施時,顧客會認知到較佳的服務品質。(3) 當組織實施較高程度的人力資源管理措施時,員工會展現較多的服務導向公民行為。(4) 服務導向公民行為與認知的服務品質之間的關係則無法獲得支持。(5) 服務導向公民行為與認知的服務品質之間的關係則無法獲得支持。(6) 當顧客認知到較佳的服務品質時,顧客的滿意程度也越高。(7) 當顧客認知到較佳的服務品質時,顧客對組織有較高的忠誠度。

  本研究之主要貢獻在於探討服務業人力資源管理措施等相關議題,並將其與服務品質、顧客績效等變數做連結,同時從員工及顧客的角度為出發作實證研究。實證結果獲得部分的支持,可以為日漸重視其「服務品質」的台灣服務業組織提供一些實務上施行其人力資源管理措施之參考。
英文摘要  The impact of human resource management practices of service organizations on customer perceived service quality, customer satisfaction and loyalty is the focus of this study. Meanwhile, we also try to examine the potential effects coming from service climate and service- oriented citizenship behavior on those relationships.

 Research data were collected from employees and customers of Taiwanese service organizations through questionnaire. We ask the employees of 500 companies listed in Common Wealth survey of Taiwan 2004 to provide necessary information .576 questionnaires are usable .After the works of recording and transforming survey data, we proceed statistical analysis, including correlation, factor, and structure equation model.

 Our findings can be summarized as follows. Firstly, the higher degree for firms to adopt human resource management practices, the more likely the employees tend to perceive the service climate in the organization. Secondly, the higher degree for firms to adopt human resource management practices, the more likely the customers perceive good service quality. Thirdly, the higher degree for firms to adopt human resource management practices, the more likely the employees tend to show service –oriented citizenship behavior. Fourthly, our data is unable to support the positive relationship between service climate and perceived service quality, as well as the relationship between service –oriented citizenship behavior and perceived service quality. Finally, the higher degree for customers to perceive good service quality, the higher degree the customers are satisfied and loyal to the organizations.

 The main contribution of this research is to investigate the impact of human resource management practices of service organizations on customer perceived service quality, customer satisfaction and loyalty, which have not been examined in the previous research.
Our research findings shall be quite useful in assisting with Taiwanese companies in service industry when setting up their human resource management practices.

論文目次 目錄
第一章 緒論…………………………………………………………………1
第一節 研究背景與動機……………………………………………………1
第二節 研究問題與目的……………………………………………………2
第三節 研究流程……………………………………………………………4
第四節 章節架構……………………………………………………………5

第二章 文獻探討……………………………………………………………7
第一節 人力資源管理實務之意涵…………………………………………7
一、人力資源管理實務………………………………………………………7
二、服務導向人力資源管理實務之觀點…………………………………...10
第二節 人力資源管理實務、服務氣候與服務品…………………………12
一、服務品質………………………………………………………12
二、服務氣候………………………………………………………13
三、人力資源管理實務與服務氣候………………………………………13
四、人力資源管理實務與服務品質………………………………………15
五、服務氣候與服務品質…………………………………………………16
第三節 人力資源管理實務、服務導向公民行為與服務品質…………18
一、服務導向公民行為………………………18
二、人力資源管理實務與服務導向公民行為……………………………20
三、服務導向公民行為與服務品質………………………………………22
第四節 服務品質、顧客滿意度與顧客忠誠度…………………………24
一、顧客滿意度…………………………………………………………24
二、顧客忠誠度…………………………………………………………25
三、服務品質與顧客滿意度及顧客忠誠度………………………………26

第三章 研究方法……………………………………………………………28
第一節 研究架構…………………………………………………………28
第二節 研究假設…………………………………………………………29
第三節 研究變項之衡量…………………………………………………30
第四節 抽樣方法…………………………………………………………38
第五節 資料分析方法……………………………………………………39

第四章 實證分析…………………………………………………………42
第一節 受訪者基本資料分析………………………………………………42
第二節 因素分析………………………………………………………46
第三節 線性結構模式………………………………………………………55
第四節 研究假設的檢定……………………………………………………59
第五節 研究假設檢定結果整理……………………………………………61

第五章 結論與建議…………………………………………………………62
第一節 研究結論…………………………………………………………62
一、 人力資源管理措施與服務氣候…………………………………63
二、 人力資源管理措施與服務品質……………………………………63
三、 服務氣候與服務品質………………………………………………63
四、 人力資源管理措施與服務導向公民行為…………………………64
五、 服務導向公民行為與服務品質……………………………………65
六、 服務品質與顧客滿意度……………………………………………65
七、 服務品質與顧客忠誠度……………………………………………66
第二節 研究貢獻與研究限制………………………………………………66
一、 研究貢獻………………………………………………………66
二、 研究限制………………………………………………………67
第三節 研究建議………………………………………………………68
一、 對於後續研究之建議………………………………………………68
二、 對於實務界之建議…………………………………………………69
參考文獻……………………………………………………………………………71
附錄:研究問卷……………………………………………………………………77
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行政院主計處(2004)
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