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姓名 楊 龢(Ho Yang) 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(Institute of Human Resource Management)
畢業學位 碩士(Master) 畢業時期 110學年第1學期
論文名稱(中) 獵才顧問服務品質之研究:以服務主導邏輯為觀點
論文名稱(英) Research on the service quality of headhunting consultant company from the service-dominant logic perspective
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    紙本論文:3 年後公開 (2025-01-21 公開)

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    摘要(中) 面對外在環境不斷的變化與威脅,各行各業除了祭出奇招增加客源外,其次就想盡辦法留住既有客戶以維持業績。想要維持企業高度的競爭力,服務品質就是關鍵。
    本研究以服務主導邏輯的觀點,探討獵才顧問的服務品質如何影響求才企業的知覺價值、顧客滿意度與顧客忠誠度。本研究應用修正後的SERVQUAL服務品質量五個構面(有形性、可靠性、反應性、保證性、關懷性)來發展訪談問題,並以一台灣知名獵才顧問公司為個案研究對象。我們訪談個案公司之十位客戶,被訪談者皆來自不同客戶公司並為主要負責招募專案的人力資源專員或主管。根據研究結果發現:1.服務品質是企業競爭優勢的基礎,服務真正的價值來自於提供扶助者。2.顧客知覺價值將會是顧客持續使用獵才服務的關鍵,與顧客價值共創的同時也是獵才服務存在的價值。3.服務品質與顧客滿意度環環相扣,有高的顧客滿意度才能產生顧客忠誠度。4.價值共創產生於服務中的每一個環節。
    摘要(英) When facing constantly changing environment, headhunting consultant companies not only acquire new customers, but also retain current customers to maintain a high level of performance. Service quality plays a critical role in the relation between headhunters and their customers. From the perspective of service-dominant logic, this study explores how service quality affects the perceptual value, customer satisfaction and customer loyalty. The study refers the revision SERVQUAL service quality scale which includes tangible, reliability, responsiveness, assurance, and empathy dimensions to develop interview questions. A case study approach is used to generate better understanding of the complex issue. We use a famous Taiwanese a headhunting consultant company as a research target case and interview ten recruiters from ten different customer companies. According to the research results, we found that: 1. Service quality is the foundation of a company’s competitive advantage, and the true value of service comes from the service providers. 2. Customer perceived value determines whether customers will continuously use talent hunting services. 3. Service quality and customer satisfaction are closely linked, and only high customer satisfaction can generate customer loyalty. 4. Value co-creation comes from all aspects of service.
    關鍵字(中)
  • 顧客滿意度
  • 知覺價值
  • 服務品質
  • 服務主導邏輯
  • 獵人頭
  • 顧客忠誠度
  • 價值共創
  • 關鍵字(英)
  • Customer Perceived Value
  • Service Quality
  • Service Dominant Logic
  • Headhunter
  • Customer Satisfaction
  • Customer Loyalty
  • Value Co-creation
  • 論文目次 論文審定書..................................................................... i
    摘要.................................................................................ii
    Abstract..........................................................................iii
    第壹章、緒論.................................................................1
    第一節 研究背景與動機................................................1
    第二節 研究目的與問題................................................2
    第貳章、文獻探討與回顧 ............................................5
    第一節 服務主導邏輯....................................................5
    第二節 服務品質............................................................7
    第三節 顧客知覺價值....................................................9
    第四節 顧客滿意度.......................................................11
    第五節 顧客忠誠度.......................................................13
    第參章、研究設計與方法 ...........................................16
    第一節 研究架構...........................................................16
    第二節 研究方法與設計...............................................17
    第三節 獵才產業與個案公司簡介 ..............................23
    第肆章、研究結果分析................................................26
    第一節 研究分析...........................................................26
    第二節 研究結果...........................................................55
    第三節 研究發現...........................................................60
    第伍章、結論與建議....................................................65
    第一節 研究結果與討論...............................................65
    第二節 研究意涵...........................................................67
    第三節 研究貢獻...........................................................70
    第四節 研究限制與未來研究建議 ..............................72
    參考文獻........................................................................73
    一、中文部分................................................................73
    二、英文部分................................................................74
    附錄................................................................................79
    訪談邀請函....................................................................79
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    口試委員
  • 林雅惠 - 召集委員
  • 吳肜泰 - 委員
  • 郭佳怡 - 指導教授
  • 陳寶蓮 - 指導教授
  • 口試日期 2022-01-13 繳交日期 2022-01-21

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