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標題: 利用紮根理論和重要性與績效分析方法探討售後服務的成功因素和售後服務流程電子化
Applied Grounded Theory and IPA Method to explore the success factors of after-sales service and the needed of e-after-sales service
作者: 許艷芝
Chinn, Koh Toong
關鍵字: 售後服務;After-sales services;紮根理論;績效分析方法;售後服務電子化;台灣機器製造業;the Grounded Theory Method;Importance Performance Analysis;E-after-sales service;Taiwan Machinery Manufacture Industry
出版社: 電子商務研究所
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Services are gaining importance in the industrial sector (Saara, 2005) and the process and quality of after-sales service, are also of considerable importance in both managerial academia and practice. Although the importance of after-sales service has been widely found in the literature, in general, our current knowledge on the quality (performance) of after-sales service is limited. This thesis contributes to explore the success factors of after-sales service from manufacturer perspectives. Further by analysis the performance of each factor to understand the area needs to concentrate by the industry.

A semi-structure interview with a Taiwan Plastic and Rubber Machinery Manufacturer was conducted to explore the success after-sales service structure of the company. Grounded theory method was deployed to generate the success factors from the data gather from the machinery manufacturer. Six core issues were found that the contributions of the successfulness of after-sales service are: service culture advocating, reliability maintenance, reasonable price, comprehensive record management, conscientious and careful service deliver procedure and stable quality. In addition to these six core issues, nine interrelated issues were found and there are twenty-one factors have been found that contribute the successfulness of after-sales service.

Then, the Importance Performance Analysis (IPA) was utilized to measure the performance of each factor from the perspective of the industry. 250 questionnaires were distributed with 110 responses available. The results from IPA reflect that there are 6 factors needs to be concentrated by the industry which from “Service member fully understand customer characteristics and local culture (Factor 1)”, to “Improve product performance to meet customer requirement (Factor 20)”. In the final stage of this research, the factors that can be digitalized have been discussed to offer an integrated and comprehensive understanding of e-after-sales service.
其他識別: U0005-1908200916574700
Appears in Collections:科技管理研究所

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