篇名 | 服務主導邏輯之共同生產:前置因素與結果因素 |
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卷期 | 27:1 |
並列篇名 | Co-Production in Service-Dominant Logic: Antecedents and Consequences |
作者 | 吳立偉 |
頁次 | 025-062 |
關鍵字 | 共同生產 、 資產專屬性 、 顧客互動品質 、 決策不確定性 、 關係利益 、 co-production 、 asset specificity 、 quality of customer interaction 、 decisionmaking uncertainty 、 relational benefits 、 Scopus 、 TSSCI |
出刊日期 | 201612 |
DOI | 10.6226/NTUMR.2016.DEC.C102-011 |
本研究利用資產專屬性,顧客互動品質,決策不確定性,關係利益及荷包佔有率來發展 共同生產的整合模型,並藉由此模型探討共同生產的前置因素及結果因素。受測對象是 台灣投資服務業的顧客,最後蒐集406 份問卷進行實證研究。模型中的假說乃利用結構 方程模式進行檢驗。研究結果顯示資產專屬性,顧客互動品質,決策不確定性會正向影 響共同生產,共同生產會正向影響特殊待遇利益,社會利益和信心利益,而關係利益會 提高顧客荷包佔有率。
This study draws upon asset specificity, quality of customer interaction, decision-making uncertainty, relational benefits, and share of wallet to develop an integrated model of co-production to investigate the antecedents and consequences of co-production. The study involves collecting and analyzing 406 questionnaires from customers in the investment services industry in Taiwan. Moreover, the hypothesized relationships in the model were tested by using a structural equation model. The results indicate that asset specificity, quality of customer interaction, and decision-making uncertainty positively affect co-production, while co-production affects special treatment as well as social and confidence benefits, such as increased share of wallet.