The study of channel powers on customer services

• Main Authors: Ling-Fei Lin, 林玲妃
• Other Authors: Kune-Muh Tsai
• Format: Others
• Language: en_US
• Published: 2000
• Online Access: http://ndltd.ncl.edu.tw/handle/78073799990806858138

碩士 === 國立高雄第一科技大學 === 運輸與倉儲營運系 === 88 === This study examines the relationship between channel power and the attitude toward the customer services in the supply chains. The two major purposes are: one to explore of the relationship between the satisfaction of customer services and channel powers of customers; and two to explore of the relationship between the importance of customer services and channel powers of suppliers. The correlations between exercised channel power and customer services on different marketing structures are also investigated. Questionnaires were distributed to companies in PC industry who are TCA (Taipei Computer Association) members. Of the 55 samples, 50 of them are effective. We used correlation analysis to present relationship between power sources and customer services. Further, we clustered our samples based on power sources and implemented ANOVA to test the difference. Finally, we tested the differences of correlation between different channel structures. The results indicate that channel powers are significantly and positively correlated with customer services satisfaction of customers and customer services importance of suppliers. With regarding to the effects of different channel structures, the correlation was not significantly as expected.