The Impact of Manufacturing Firms’ Customer Service Capabilities on Performance-The Moderating Effects of Organizational Structure
碩士 === 銘傳大學 === 國際企業學系碩士班 === 105 === To understand the influence that a supply chain integration on customer service capabilities and service performance in regard of manufactures in Taiwan, a general survey was performed by means of questionnaires. Herein, supply chain integration is measured b...
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| Other Authors: | |
| Format: | Others |
| Language: | zh-TW |
| Published: |
2017
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| Online Access: | http://ndltd.ncl.edu.tw/handle/52237381513223761898 |
| Summary: | 碩士 === 銘傳大學 === 國際企業學系碩士班 === 105 === To understand the influence that a supply chain integration on customer service capabilities and service performance in regard of manufactures in Taiwan, a general survey was performed by means of questionnaires. Herein, supply chain integration is measured by the supplier integration and customer integration. While the customer service capabilities are measured by market orientation and customer response capability. Finally, we use customer service performance to measure firm’s performance. We use customer service capabilities as mediator between supply chain and customer service performance. Also, organization structure is a moderator, which enhances the relationship between supply chain integration and customer service capabilities This study use regression analysis to test our hypotheses.
The empirical results show that: (1) Supplier integration and customer integration are positively related to customer service capabilities. (2) Customer service capabilities are positively related to customer service performance. (3) Organization structure not moderates the relationship between supply chain integration and customer service capabilities .
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