摘 要
本論文研究主要針對太陽能電池產業的設備顧客，以個案公司與四家主要顧客為實證分析研究對象，研究期間自民國96年1月至97年10月，運用個案分析方法、服務滿意調查之SERVQUAL量表分析，深入訪談法及多重資料驗證法，探討設備代理商技術服務構面與顧客關係管理構面的關聯性﹔並藉由顧客關係之深入探討來加強競爭能力，鞏固競爭優勢。
本研究以代理商的設備維護服務、產品製程服務及整合技術服務三項技術服務為研究構面，而以顧客關係管理的顧客滿意度、顧客忠誠度及顧客優勢為指標，途中有內部支援與外部競爭環境的干擾，經深入訪談分析結果，發現代理商在太陽能電池產業初期的競爭優勢，並探討出個案公司提供的技術服務優劣與主要顧客之顧客關係管理有著正相關的關係存在，證實了技術服務與顧客關係管理的相關性，也由發展顧客關係管理的經驗來落實核心能力，強化執行的方法。
綜合研究的結論，本研究整理出三個管理意涵提供給個案公司及業界相關行業參考，1.產業初期競爭力來自優良的技術服務，2.落實技術服務，顧客滿意度會上升，增強競爭優勢，3.善用顧客觀係管理，建立核心能力，鞏固競爭力。

ABSTRACT
This research is focus on solar cell industry, which is one of the major equipment supplies for solar cell manufacturing production. “DK” company, a represent of solar sell equipment with four customers for this case study. This research applied the data of “DK” company from January 2007 to October 2008. By using analysis methods of Case Study, SERVQUAL Survey, In-Depth-Interview and Multi Data Collection to study technical service and CRM relationship between “DK” company and relative customers.
This study uses a case analysis approach and aims to evaluate customer relationship performance from three technical service practices of equipment represent to their customers, solar cell manufacturing firms. Industry characteristics, Original supplies, problems, and competition pressures are considered between represent and customers. In addition, the measures of offering technical services to enhance customer relationships are carefully examined. Probe into literature review and interviews with solar equipment represent and manufacturers, case analyses and research findings are provided.
Consequently, three management points are stated to provide viewpoints and suggestions that solar cell suppliers who offer superior technical services have sound advantage and to safeguard customer relationship performance effectively.

目 錄

書名頁……………………………………………………………… i
中文提要…………………………………………………………… ii
英文提要…………………………………………………………… iii
目錄………………………………………………………………… iv
表目錄……………………………………………………………… vi
圖目錄……………………………………………………………… vii
一、緒論…………………………………………………………… 1
1.1 研究背景與動機…………………………………………… 1
1.2 研究目的…………………………………………………… 4
1.3 研究流程…………………………………………………… 5
二、文獻探討……………………………………………………… 6
2.1 服務與服務品質…………………………………………… 6
2.2 技術服務之主要內容與範疇……………………………… 8
2.3 顧客關係管理之主要內容與範疇………………………… 13
2.4 顧客關係衡量……………………………………………… 15
2.5 技術服務提供與顧客關係之探討………………………… 18
2.6 代理商與競爭環境………………………………………… 19
2.7 競爭優勢創造與核心能力………………………………… 20
三、研究方法……………………………………………………… 23
3.1 研究架構…………………………………………………… 23
3.2 研究範圍與對象…………………………………………… 25
3.3 研究方法…………………………………………………… 26
3.4 研究設計…………………………………………………… 29
四、個案研究分析………………………………………………… 31
4.1 個案公司研究……………………………………………… 31
4.2 個案研究訪談……………………………………………… 35
4.3 個案公司技術服務與顧客關係之探討…………………… 42
4.4 個案資料分析……………………………………………… 57
五、結論與建議…………………………………………………… 66
5.1 研究發現與結論…………………………………………… 66
5.2 研究之貢獻與管理意涵…………………………………… 70
5.3 研究限制與建議…………………………………………… 73
參考文獻…………………………………………………………… 74
附錄一 太陽能產業介紹……………………………………… 79
附錄二 技術服務提供滿意調查表…………………………… 90

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網路資源
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