關係資訊處理、員工工作特性以及顧客共同生產對服務傳遞績效之影響：以服務接觸品質知覺為中介變數

The Impacts of Relational Information Processes, Employee Job Characteristics, and Customer Co-production on Service Delivery Performance：The Mediating Function of Perceived Service Encounter Quality

廖宜君(Yi-Chun Liao)

指導教授 ： 李伯謙

元智大學/管理學院/經營管理碩士班(企業管理與服務科學學程)/碩士(2012年)

摘要

本篇研究的主要目的是探討服務接觸對於服務傳遞績效的影響，討論其如何影響服務傳遞的表現。本研究採用文獻分析法，首先指出服務接觸為影響服務傳遞的主要面向之一，接著建立以服務接觸品質知覺為主軸的理論型研究架構。根據過往文獻的回顧以及邏輯性的推論可證明關係資訊處理、員工工作特性以及顧客共同生產對於服務接觸品質知覺有所影響，進而影響服務傳遞的績效。整體而言，此篇研究指出影響服務傳遞的因子，並提出與服務傳遞相關管理意涵讓服務業者更加了解如何透過資訊處理、員工管理以及與顧客互動的層面改善服務傳遞的績效。

關鍵字

服務傳遞 ； 關係資訊處理 ； 顧客共同生產 ； 工作特性 ； 服務接觸品質知覺

並列摘要

The purpose of this article attempts to examine the aspects of service delivery to better determine the influence on service delivery performance, and furthermore address the relationship among those aspects. This research involved documentary analysis, indicated the effective factors of service delivery then construct the conceptual model. Refer to literature review and logical inference to prove the relationship among relational information processes, customer co-production, employee’s job characteristics and service delivery. To conclude, this study may be of importance in explaining the effective factors of service delivery, as well as in providing service industry with a better understanding of how improving their service delivery performance.

並列關鍵字

Perceived Service Encounter Quality ； Service Delivery ； Relational Information Processes ； Customer Co-Production ； Job Characteristics

參考文獻

Armstrong, P.K. (1992), “Analyzing Quality in the Service Delivery Process”, paper presented at the Service Productivity and Quality Challenge Conference, The Wharton School, 23-24.

Auh, S., Bell, S. J., McLeod, C. S., and Shin, Eric (2007), “Co-production and Customer Loyalty in Financial Services”, Journal of Retailing, 83, 359-370.

Bendapudi, N. and Leone, R. P. (2003), “Psychological Implications of Customer Participation in Coproduction”, Journal of Marketing, 67, 14-28.

Bitner, M. J., Booms, B. H., and Tetreault, M. S. (1990), “The Service Encounter: Diagnosing Favorable and Unfavorable Incidents”, Journal of Marketing, 54, 71-84.

Bitner, M. J., Booms, B. H., and Mohr, L. A. (1994), “Critical Service Encounters: The Employee’s Viewpoint”, The Journal of Marketing, 58(4), 95-106.