Research on the Relationship Between Service Intangibility and Transaction Performance

• Main Authors: Yuan-Ho Lin, 林原合
• Other Authors: Shu-Kuan Hsu
• Format: Others
• Language: zh-TW
• Published: 101
• Online Access: http://ndltd.ncl.edu.tw/handle/25022581535172320140

碩士 === 國立高雄應用科技大學 === 人力資源發展系 === 100 === Intangibility is one of the main characteristics of services. In the past, researches on intangibility focused on the consumer view. Now we focus on, in this research, the organization view. This study aims to explore the relationship between intangibility of inter-organization transaction and transaction performance. Furthermore, we examine the influence of intangibility on relational risk. And then, we test whether task complexity moderates the relationship between intangibility and tracsaction performance, and whether transaction experience moderates the relationship between intangibility and relational risk. Finally, we further examine whether the relational risk has mediating effects upon the relationship of intangibility and transaction performance. In this study, 360 questionnaires were sent out, and 193 effective ones were received. After analyzing the data, there are three major findings. First, intangiblity has a significantly negative impact on transaction performance. Second, intangiblity has a significantly positive impact on relational risk. Finally, relational risk mediates the relationship between intangibility and transaction performance.