資訊服務業專案經理特質與接觸資訊服務供應商之關鍵員工在服務品質與關係維持關連性之影響研究

資訊整合服務公司雖能提供企業相關資訊環境整體規劃、協助解決使用者在資訊設備使用上所衍生的大小問題。但百家爭鳴的狀態下，如何與客戶維持良好與長期的互利關係，讓客戶寧可多支付高於其他同業的商品價格或服務費用也捨不得輕易離開你，與客戶接觸的業務代表與專案經理會是關鍵。善於溝通協調、懂得與客戶聯繫互動，進而達成以提升客戶與公司內部長久價值，並以此為目標的專案經理，絕對是企業不可或缺的重要角色。故本研究藉此探討客戶公司組織中，身為接觸資訊服務供應商之關鍵員工，對於具備什麼樣人格特質、能提供什麼樣服務品質以及雙方關係維繫的資訊服務業專案經理的喜愛或青睞程度，進行相關研究。

關鍵字

人格特質；服務品質；關係行銷

並列摘要

Integrated Information service companies can offer complete planning of information environment to corporate customers and help customers to resolve any issues while using information equipment. The Sales Representatives and Project Managers who face the customers are the key persons not only to maintain close and long term mutual beneficial relationship with customers amount all the competitors on the market, but also to keep the customers willing to pay higher price on products and services from turning to the competitors. The object-oriented Project Managers play a crucial role to promote internal and eternity value between customer and company. They need have good communicate and coordinate skills and willing to contact and interact with customers. Thus, in this research, we study the favor level of personality characters and service qualities of the Project Manager in the information service company, who maintain business relationship with customers, from the perspective of the contact personal from customer’s company who contact the information service supplier.