A Study on the Relationship between B2B Relationship Quality and Performance in R&AC Industry

• Main Authors: Chiung-Sung Lin, 林炯松
• Other Authors: Maw-Liann Shyu
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/96999744794852262374

碩士 === 朝陽科技大學 === 企業管理系碩士班 === 96 === The supply chain of Refrigeration and Air Conditioning (R&AC) industry is composed of upstream equipment and downstream engineering. While facing end-consumer, the operation model of the supply chain differs from any other industry. Firstly, downstream engineering executes field survey, planning design, system design, then purchases equipments, parts, and assembly from upstream supplier, and finally proceeds with installation and testing. Because the industry integrates its supply chain to serve client, whether relationship quality influence its service deserve further exploration. Based upon theoretical framework of relationship quality of supply chain and enterprise core competence, this study investigates the relationship among service capability, relationship quality, service quality, and performance. In AHP analysis, among the four evaluation criteria of relationship quality, adaptation has a highest weight, and then cooperation, communication and trust subsequently. On the other hand, R&AC companies as subjects and its supply chain as analysis unit in single case study design the result showed that service capability and relationship quality will positively influence service quality, and hence positively influence performance. Consequently, this study provides practical suggestions for R&AC industry to improve their service capability and relationship quality.