Governance Structure of After-Sales Service in Household Electrical Appliances Industry–Transaction Costs & Resources Base Perspective

• Main Authors: Wen-hui Hung, 洪文慧
• Other Authors: Chun-Ju Wang
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/y52v8t

碩士 === 銘傳大學 === 國際企業學系碩士在職專班 === 97 === 英文摘要 Following the changes in environment and demands, many industries out-source some of its value-added activities. With the increases in consumer conscious and technology advances, the after-service for household electric appliances has become a specialized business, as opposed to one of the operating departments in a company in the earlier ages. Due to the increasing competition caused by the entry of new brands, the governance structure has made a tremendous change in recent years particularly in household electric appliances industry. For example, the after-service department, used to be an internal part of the organization, now has been reorganized as an independent business in the sense of self-financed unit or been sub-contracted to companies with corresponding professions. Based on the transaction-cost theory and resource-based perspectives, this research investigates the determinants of after-service governance structure adoption with a focus on household electric appliances industry through interviews with companies under various structures. The results show that the main reasons that lead to the after-service governance structure a given company adopted include the existence of after-service department in a company, the resource and capability of a firm, as well as the ability to control over the opportunism of the out-souring partners. The four dimensions that have significant impacts on the determinants of after-service governance structure adoption developed from the study are composed of economic scales of production, transaction costs, the company’s managerial abilities, and its competitive advantages in the market. Among the four determinants aforementioned and the others, economic scale is the most important factor whereas the degree of impacts from the transaction costs varies with the managerial ability. And the concern comes from that if a company is sensible of the influence of after-service on its competitive advantage in market, along with its emphasis on customer satisfaction also influence the choice of governance structure.