技术服务提供对顾客关系影响之研究－以染料染整行业为例.pdf

管 理 與 系 統 Journal of Management Systems 第十六卷 第四期 民國九十八年十月 Vol. 16, No. 4, October 2009 555-583 頁 pp. 555-583 技術服務提供對顧客關係影響之研究 －以染料、染整行業為例 Technical Services for Customer Relationship Enhancement -- Cases of Dyestuff Manufacturing and Textile Dyeing Firms 陳家祥 1 Ja-Shen Chen 鄒鴻泰2 Hung-Tai Tsou 賴寶昆 2 Davis Lai 元智大學企業管理學系 元智大學管理研究所 1Department of Business Administration, Yuan Ze University and 2Graduate School of Management, Yuan Ze University (Received August 2, 2006; Final Version April 25, 2008) 摘要： 隨著服務導向市場的來臨，企業訴求已由強調產品差異化逐漸轉變至服務差異化。同時 由於市場高度競爭與資訊科技快速進步，加強顧客關係，提供顧客完善的技術服務，已成為許多 企業經營差異化之主要策略，亦是其關鍵成功因素之一。本研究針對紡織染料、染整產業現況、 從營運規模、特色、廠商動態與所面臨問題及競爭壓力等來探討上游染料業者所提供技術服務功 能，對染整業者之發展與其效益影響。經由理論發展，文獻收集及染料、染整業者訪談，歸納整 理完成「個案分析」與「研究發現」並提出命題，說明染料業者在染整市場之優勢利基條件，以 及在染整產業中如何有效提供技術服務來維護良好顧客關係。 關鍵詞： 技術服務、顧客關係管理、染料、染整、個案分析 Absract: Due to the fast development of information technology and the trend toward fierce global competion, many firm executives have set their business goal to provide not only the best products but also the distinglished services to their customers. Service differentiation strategy now has played a 本文之通訊作者為陳家祥，e-mail: jchen@saturn.yzu.edu.tw 。 556 管理與系統 key role to remain success in competition. This study uses a case analysis approach and aims to evaluate customer relationship performance from the aspects of technical service practices of current Taiwan dyestuff manufactures to their customers, textile dyeing firms. Industry characteristics, scales, trends and problems, and competition pressures a