本研究主要針對某太陽能電池設備代 理商與其4 個主要客戶為分析研究對象， 探討設備代理商提供技術服務與顧客關係 管理之關聯性；並瞭解如何藉由深化顧客 關係來加強競爭能力、鞏固競爭優勢。本 研究以代理商的設備維護服務、產品製程 服務及整合技術服務三項技術服務為研究 構面，並以顧客關係管理成效之顧客滿意 度、顧客忠誠度及顧客優勢為指標。經深 入訪談分析結果，指出代理商在太陽能電 池產業初期的競爭優勢，歸納所提供技術服務優劣與主要顧客之關係管理存在正相關係，進而提出建議，說明如何藉由發展顧客關係管理來落實核心能力，強化執行之方式。

This research is focus on solar cell industry, which is one of the major equipment supplies for solar cell manufacturing production, represent of solar sell equipment with four customers for this case study. This study uses a case analysis approach and aims to evaluate customer relationship performance from three technical service practices of equipment represent to their customers, solar cell manufacturing firms. Industry characteristics, Original supplies, problems, and competition pressures are considered between represent and customers. Probe into literature review and interviews with solar equipment represent and manufacturers, case analyses and research findings are provided. Consequently, two major management points are stated to provide viewpoints and suggestions that solar cell suppliers who offer superior technical services have sound advantage and to safeguard customer relationship performance effectively.