| Summary: | 碩士 === 朝陽科技大學 === 企業管理系碩士班 === 92 === The relationship between the enterprise and customer is getting tighter and tighter because of the CRM is becoming prevalent. Keeping close interaction with customers is helpful for business to understand the customer’s needs. The customer needs are unpredictable and being change rapidly. Effective utilization of each resource can improve customer service capability and lower the running cost. The purpose of this research, which is based on the resource-based perspective, is to investigate the relationship between the service capability and service performance.
The case study is adopted as our research methodology. Chunghwa Telecom Co.,Ltd, is the selected case to form a single case study design with 3 services activities, namely call-center service, installation service and maintenance service as embedded unit of analysis. We collect the data in time sequence regarding the allocated levels in human and property resources from 2002 to 2003.The levels of service capability’s are collected by interviewing related managers. The customer satisfaction data are based on investigation reports. We find out the relationship between them by diagram of curves. Besides, with the help of interview and questionnaire, we can find out the contingent variables which management tasks or measures can have better transformation efficiency in transforming the resources into service capability and service capability to performance.
Based on the research, transforming human resource into service capability is subjected to the capability type, which means there is a different transformation variable with different capability type. The courtesy service and professional knowledge capabilities will have the training as the transformation variable. The coordination of resources and process design are the transformation variable of fast, time and scope capability. The property resource follow the same rule, which means that it is transformed into different service capability by different capability type.
Transforming service capability into service performance is subjected to the satisfaction type, which means there exist different transformation variables for each satisfaction type. The courtesy service will have the overview and proper appraising performance as the transformation variable. The professional knowledge is the transformation variable of understanding customer needs, appraising performance and work arrangement. The service speed and times are the transformation variable of understanding customer needs and proper work arrangement.
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