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研究生: 陳漢輝
Chen, Han-Hui
論文名稱: 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
A Research on Personality Impact of Service Quality and Customer Relationship between Project Manager and Key Employees of Customer, A case of Information Service Provider Company
指導教授: 沈永正
Shen, Yung-Cheng
口試委員: 朱克聰
Chu, Ko-Tsung
鄒蘊欣
Chou, Yun-Hsin
口試日期: 2021/05/14
學位類別: 碩士
Master
系所名稱: 高階經理人企業管理碩士在職專班(EMBA)
Executive Master of Business Administration
論文出版年: 2021
畢業學年度: 109
語文別: 中文
論文頁數: 66
中文關鍵詞: 人格特質服務品質關係行銷
英文關鍵詞: Personality Traits, Service Quality, Relationship Marketing
研究方法: 調查研究
DOI URL: http://doi.org/10.6345/NTNU202100519
論文種類: 學術論文
相關次數: 點閱:94下載:20
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  • 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。

    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.

    第一章 緒論 1 第一節 研究背景與動機 1 第二節 研究目的 3 第三節 研究流程 4 第二章 文獻探討 5 第一節 人格特質 5 第二節 服務品質 9 第三節 關係行銷 14 第四節 資訊服務市場資訊管理委外服務產業概況 18 第三章 研究方法 20 第一節 研究架構與假設 20 第二節 研究對象與資料蒐集 21 第三節 研究變項的操作型定義與衡量 21 第四節 資料分析方法 24 第四章 研究分析結果 26 第一節 描述性統計 26 第二節 信度分析 30 第三節 相關分析 34 第四節 假設驗證 37 第五章 結論與建議 49 第一節 研究結論 49 第二節 研究對實務的建議 51 第三節 研究貢獻 53 第四節 研究限制與後續研究建議 54 參考文獻 55 壹、中文文獻 55 貳、英文文獻 56 附錄 58

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