博碩士論文 etd-0002117-233016 詳細資訊


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姓名 陳先郡(Hsien-chun Chen) 電子郵件信箱 E-mail 資料不公開
畢業系所 人力資源管理研究所(Human Resource Management)
畢業學位 博士(Ph.D.) 畢業時期 105學年第1學期
論文名稱(中) 角色印象差異的重要性:專家角色印象差異與客戶忠誠度之研究
論文名稱(英) Image Discrepancy around Role Matters: The Effects of the Discrepant Perception of Professional Work between Professionals and Clients on Client Loyalty
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    摘要(中) 在資訊快速變化知識日益複雜,專業分工與外包是為趨勢的世代,不論是個人或是組織,都越來越仰賴專家服務。專家服務這個領域不但日趨蓬勃並且具有其重要性。然而,就在此同時,卻有許多專家認為他們的專業時常遭到挑戰,專業形象與地位大不如以往。這樣的現象除了使得專家備感威脅與挫折外,亦造成專家與客戶在互動上的阻礙,進而影響績效,終而使得客戶對於專家服務評價滑落,也威脅著專家專業的存在性、正統性與認同感。根據Vough等人(2013)研究指出,公眾之所以對於專家信心指數日益滑落,最主要的原因,乃是因為客戶不了解專家們的專業工作,客戶與專家對於專家工作的認知有所差異,產生「專家角色印象差異」。有鑑於專家與其所提供的服務在社會與經濟上扮演著重要的角色,本研究逐奠基於Vough等人(2013)的研究,進一步深入探討專家腳色印象差異此概念,並結合關係交換與公平理論檢視其與客戶忠誠度之關係,改善現有研究之限制與不足。研究結果除提供研究者與專業人員一具有信效度的專家角色印象量表外,本研究透過對專家與客戶之實證資料蒐集與分析的結果亦顯示,本研究所提出之調節中介模型的各項變數間的研究假設皆獲得支持。意即,專家角色印象差異與客戶對於專家的信賴知覺有顯著的負向關係,而客戶對於專家的信賴知覺中介專家角色印象差異與客戶忠誠度間的負向關係,專家真誠度與客戶導向行為調節專家角色印象差異對專家信賴知覺的直接效果,最後,專家真誠與客戶導向行為會影響專家角色印象差異對於客戶忠誠度的間接效果。本研究意針對上述的研究結果進行討論,並提出相應之研究與實務意涵。
    摘要(英) Due to the increasing knowledge complexity and greater specialization and outsourcing, either individuals or organizations nowadays are increasingly dependent on a variety of professional services. Professional service has not only gained popularity in modern societies but also seem to be continuing to rise extensively. However, a number of professionals claimed that they are now facing increasing challenges to their professional images, which threaten the existence, legitimacy and identity of their professions. While Vough, et al. (2013) indicated that these image challenges encountered by professionals result from role-based image discrepancy between professionals and clients, there has thus far been relatively limited research into the area. The current study therefore was conducted to explicate the construct of role-based image discrepancy and model and test its contingent relationships with client attitudes and behavioral intentions. In doing so, the important, interesting but relatively unexplored areas in existing theoretical and empirical work are therefore investigated and addressed. A theoretically informed measure of role-based image was developed and all of the research hypotheses were substantiated in the empirical analysis. The findings of this study and their implications for future research and practice were discussed accordingly.
    關鍵字(中)
  • 專家信賴
  • 專家真誠
  • 專家客戶導向行為
  • 客戶忠誠度
  • 專家角色印象
  • 關鍵字(英)
  • Role-based image
  • professional trustworthiness
  • professional customer-oriented behavior
  • professional authenticity
  • client loyalty
  • 論文目次 Chapter 1 Introduction..........1
    Chapter 2 Literature Review......... 9
    2.1 Relational exchange theory......... 9
    2.2 Role-based image......... 10
    2.2.1 Role-based image discrepancy in professionals.........13
    2.2.2 Role-based image discrepancy and perceived professional trustworthiness.........16
    2.3 The mediating influence of professional trustworthiness on the relationship  between role-based image discrepancy and client loyalty..........21
    2.4 Potential Moderators.........25
    2.4.1 Professional authenticity.........30
    2.4.2 Customer-oriented behavior.........34
    2.5 Moderated Mediation.........39
    Chapter 3 Method.........41
    3.1 Stage one: Developing a Scale to Measure Role-based image.........42
    3.1.1 Specify the domain of role-based image.........42
    3.1.2 Item generation.........42
    3.1.2.1 Participants.........43
    3.1.2.2 Procedure.........44
    3.1.2.3 Item review.........44
    3.1.3 Measurement validation 45
    3.1.3.1 Study one: exploratory factor analysis (EFA).........45
    3.1.3.2 Study two: confirmatory factor analysis(CFA).........46
    3.2 Stage two: A Quantitative Study of Role-based Image.........46
    3.2.1 Participants.........47
    3.2.2 Sample and procedure.........47
    3.2.3 Measurement.........48
    3.2.4 Discrepancy between client-rated and professional rated role-based image.........52
    3.2.5 Analysis.........54
    Chapter 4 Results.........55
    4.1 Results of Stage One 55
    4.1.1 Results of EFA in study one.........55
    4.1.2 Results of CFA in study two.........57
    4.2 Results of Stage Two.........59
    4.2.1 Validity of client-rated and professional-rated role-based image.........59
    4.2.2 Data aggregation and difference score of role-based image.........59
    4.2.3 Convergent and discriminant validity.........60
    4.2.4 Sample profile.........60
    4.2.5 Descriptive statistics.........62
    4.2.6 Hypothesis testing.........65
    Chapter 5 Discussion and Conclusion.........73
    5.1 Discussion.........73
    5.2 Theoretical Contribution.........79
    5.3 Practical Implication.........83
    5.4 Limitations and future directions.........88
    5.5 Conclusion.........91
    References…………….. 93
    Appendix 1: Expert validation questionnaire.........105
    Appendix 2: Study one questionnaire (EFA) .........111
    Appendix 3: Study two questionnaire (CFA).........114
    Appendix 4: Questionnaire for a quantitative study of role-based image (Professional).........117
    Appendix 5: Questionnaire for a quantitative study of role-based image (Client) .........120
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    口試委員
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