過去有關企業市場關係價值的研究多著墨於製造業，並以歐美大型企業為主，然而在全球企業市場中，連鎖通路的角色愈來愈重要，其性質也與製造業不同，因此，其所創造的關係價值相當值得探討。為瞭解台灣汽車維修產業中，連鎖通路體系之關係價值，本研究選擇台灣殼牌公司加盟體系為樣本，並採用紮根理論歸納出關係價值。研究結果顯示，加盟總部所提供的關係利益包括：產品品質、形象設計、服務支援、技術協助、行銷協助、設備協助與經營績效，上述關係利益是加盟店能夠持續成長、獲取競爭優勢所需的因素。然而，獲得利益與付出成本有密切關聯，所以，本研究亦發現三項關係成本，包含存貨成本、產品成本與經營彈性喪失。因此，加盟店會考量從關係中所獲得的利益與付出的成本，決定未來合作關係。本研究所獲結論不僅可做為產業間關係價值的比較，並可做為未來量化研究之參考。

Previous business-to-business research on relationship value mostly focuses on American and European manufacturing firms, which are large-scale enterprises. However, the role of distributors in business markets is becoming increasingly important. Using the qualitative approach and grounded theory, this study investigates the franchisees of Shell Helix Automobile Service Center (SHASC) in Taiwan and focuses on relationship value in automobile maintenance industry. The results of this study reveal seven relationship benefits, including ‘product quality,’ ‘image design,’ ‘services support,’ ‘technology assistance,’ ‘marketing assistance,’ ‘equipment assistance’ and ‘operating performance.’ The results also reveal three relationship costs, including ‘stock cost,’ ‘product cost,’ and ‘managerial elasticity lost.’ Those relationship values affect the distributors to grow continuously and obtain competitive advantages. Finally, we provided discussions, managerial implications, and suggestions for future research.