臺灣博碩士論文加值系統

在現今專業分工越來越清楚的情況下，許多公司只保留核心技能，剩餘的工作都外包給其他專業廠商；尤其在專業外包買賣雙方合作的過程中，買賣關係也會隨雙方窗口人員間的互動關係而有所差異。本研究從窗口人員的專業知能與溝通品質，去探討是否會影響到雙方的親密程度，進而影響到買方對專案表現的認知。故，本研究採用問卷調查法進行研究，進行施測的樣本以曾有過外包經驗的公司為研究母群體，共發出210份問卷，共收回210份，扣除無效問卷8份，有效問卷為202份，並將有效問卷進行編碼與建檔，並運用迴歸分析檢測相關研究假說。經分析結果發現買賣關係中溝通品質、專業知能對窗口人員親近性有顯著的正向關係;窗口專業人員的親密度對買方專案滿意度有有顯著正向關係。更重要的是，窗口專業人員的親密度對溝通品質、專業知能與買方專案滿意度之間具有中介之效果。針對上述結果，本研究提出管理意涵與實務建議供實務界參考
關鍵字： 溝通品質、專業知能、窗口人員親近性、買方專案滿意度

Nowadays, with the clear professional division of responsibilities, many companies retain their core competency and outsource the other professional operations. Especially, in practice, the supplier’s boundary-spanners usually influence the relationship between buyers and sellers in the professional outsourcing. This study focuses on the relationships among communication quality, expertise of the supplier’s boundary-spanner, closeness, and buyer’s project satisfaction. Therefore, this study adopted the questionnaires survey collecting 202 samples to test the framework hypotheses by SPSS. The analysis results of this study found that the communication quality and expertise of supplier’s boundary-spanner had significant positive relationships with the boundary spanner’s closeness; the boundary spanner’s closeness had a significant positive relationship with project satisfaction. More importantly, boundary spanner’s closeness has a mediation effect on communication quality, expertise and project satisfaction. Finally, this study findings provide the practical suggestions and management implications for professional service providers.

Keywords：Communication Quality, Expertise, Boundary-Spanner Closeness and Project Satisfaction

摘要 1
誌謝 3
目錄 4
第一章 緒論 1
第一節 研究背景與研究動機 1
第二節 研究流程 3
第二章 文獻探討 4
第一節、溝通品質（Communication Quality） 4
第二節、專業知能（Expertise） 6
第三節、窗口人員親近性（Boundary-Spanner Closeness） 9
第四節、買方專案滿意度（Project Satisfaction） 11
第五節、各變項間之假設推論 13
第三章 研究方法與步驟 17
第一節、研究架構與假說 17
第二節、研究變項之操作型定義與衡量工具 18
第三節、研究對象與資料蒐集 22
第四章 統計分析與研究結果 24
第一節、量表之信度分析與因素分析 24
第二節、各研究變項之樣本描述性統計分析 29
第三節、相關分析 35
第四節、層級迴歸分析 36
第五節、中介效果 39
第五章 結論與建議 43
第一節、研究結論 43
第二節、研究貢獻 45
第三節、研究限制與未來研究建議 47
參考文獻 48
附錄 65

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