题名

通路成員交易公平性、關係品質與關係績效之研究－以北台灣零售業為例

并列篇名

Justice, Relationship Quality and Relationship Performance in Transaction of Channel Members-A Study of Retailing Industry in North Taiwan

DOI

10.30104/CYMR.200712.0005

作者

婁文信(Wen-Shinn Low)；李政達(Jeng-Da Lee)；劉義聖(Yi-Sheng Liu)

关键词

公平性 ； 關係品質 ； 關係績效 ； 零售業 ； 線性結構方程式 ； Justice ； Relationship quality ； Relationship performance ； Retailing industry ； SEM

期刊名称

中原企管評論

卷期/出版年月

5卷2期（2007 / 12 / 01）

页次

97 - 123

内容语文

繁體中文
中文摘要

以往公平性的概念多從組織行為的觀點，近年由於服務業的興起，此概念逐漸被擴大應用於組織外部的消費者面，但在通路的領域仍缺乏相關的研究。本研究以407家非連鎖產業之零售商為研究對象，應用結構方程式模型探討通路成員間交易公平性對於關係品質與關係績效之影響。研究結果發現，通路成員間交易之公平性(分配公平性、程序公平性與互動公平性)對關係品質與關係績效均有顯著之影響，顯示公平性在供應商與零售商交易時扮演著重要的角色，其中分配公平對關係品質的影響最高，其次為程序公平，再其次為互動公平；亦即零售商最在乎本身投入與所獲報酬之比例，最後才是與供應商第一線人員間的互動，而關係品質在公平性及關係績效之間扮演著中介的效果。本研究並針對研究發現在理論與實務之涵義進行討論。
英文摘要

Prior research into justice is mostly from the perspective of organizational behavior. Along with the emerging of service industry, justice has been applied not only in organizations but also in consumers. However less attention has been paid to distribution of channels. Using Structure Equation Model (SEM), this study explores the relationships among justice, relationship quality and relationship performance by sampling 407 non-franchised retailing firms in north Taiwan. The findings of the research demonstrate that justices (distributive justice, procedural justice and interaction justice) are significantly associated with relationship quality and relationship performance, showing that justices play an important role in transaction between suppliers and retailers. Of these justices, distributive justice has the highest influence on relationship quality, followed by procedural justice and then interaction justice. The results imply that the most concern of retailing firms is the ratio of output/input; the least one is personal interaction with the first-line representatives of suppliers. Relationship quality mediates between justice and relationship performance. Theoretical and practical implications of the findings are discussed.
主题分类 社會科學 > 經濟學
社會科學 > 管理學
参考文献
  1. 方世榮(2004)。關係認知、關係態度及關係行爲之關聯性的探討。管理與系統，11，509-539。
    連結：
  2. 方世榮(2002)。國際行銷通路關係管理的探討。臺在管理論叢，13(1)，97-125。
    連結：
  3. 林文寶(2002)。關係品質與行銷績效關聯性之研究。企業管理學報，55，47-82。
    連結：
  4. 陳正男、林素吟、丁學勤(2005)。信任、承諾與其相關因素的關係：加盟體系的實證研究。臺灣管理學刊，5，209-230。
    連結：
  5. Adams, J. S.(1963).Toward an Understanding of Inequity.Journal of Abnormal Psychology,67,422-436.
  6. Adams, J. S.,L. Berkowitz (Ed.)(1965).Advances in Experimental Social Psychology.New York:Academic Press.
  7. Alexander, S.,Ruderman, M.(1987).The Role of Procedural and Distributive Justice in Organizational Behavior.Social Justice Research,1(2),177-198.
  8. Ambrose, M. L.,Schminke, M.(2003).Organization Structure as A Moderator of The Relationship Between Procedural Justice, Interactional Justice, Perceived Organizational Support and Supervisory Trust.Journal of Applied Psychology,88(2),295-305.
  9. Anderson, E.,B. Weitz(1989).Determinants of Continuity in Conventional Channel Dyads.Marketing Science,8,310-323.
  10. Anderson, J. C.,Gerbing, D. W.(1998).Structural Equation Modeling in Practice: A Review and Recommends Two-step Approach.Psychological Bulletin,103(3),411-423.
  11. Aulakh, P. S.,Kotabe, M.,Sahay, A.(1996).Trust and Performance in Cross-Border Marketing Partnerships: A Behavioral Approach.Journal of International Business Studies,27(5),1005-1032.
  12. Austin, W. G.,William G. Austin,S. Worchel, (eds.)(1979).The Social Psychology of Intergroup Relations.Belmont, CA:Brooks/Cole.
  13. Baggözi, R. P.,Yi, Y.(1998).On the Evaluation of Structural Equation Models.Journal of the Academy of Marketing Science,16(1),74-94.
  14. Bagözzi(1995).Reflections on Relationship Marketing in Customer Markets.Journal of the Academy of Marketing Science,23(2),272-278.
  15. Baron, R. M.,Kenny, D. A.(1989).The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic and Statistical Considerations.Journal of Personality and Social Psychology,51(6),1173-1182.
  16. Bauer, H. H.,Grether, M.,Leach, M.(2002).Building Customer Relations user the Internet.Industrial Marketing Management,31(2),155-163.
  17. Bies, R.J.,Moag. J. S.,B. Sheppard (Eds)(1986).Interactional justice: Communication Criteria for Fairness.Research on Negotiation in Organizations,1,43-55.
  18. Bradach, J. L.,Eccles, R. G.(1959).Price, Authority and Trust: From Ideal Types to Plural Forms.Annual Review of Sociology,15,97-118.
  19. Brashear, T. G.,Manolis, C.,Brooks, C. M.(2005).The Effects of control; trust, and justice on salesperson turnover.Journal of Business Research,58(3),241-249.
  20. Brown, J. R.,Cobb, A. T.,Lusch, R. F.(2006).The Roles Played by Interorganisational Contracts and Justice in Marketing Channel Relationships.Journal of Business Research,59(2),166-175.
  21. Bucklio, L. P.,Sengupta, S.(1993).Organizing Successful Co-marketing Alliances.Journal of Marketing,57(2),32-46.
  22. Campbell, L.,Finch, E.(2004).Customer Satisfaction and Organizational Justice.Facilities,22(7/8),178-189.
  23. Carmines, E. G.,Zeller, R. A.(1979).Reliability and Validity Assessment.Stage, CA:Beverly Hills.
  24. Christopher, M.(1992).Logistics and Supply Chain Management: Strategies for Reducing Costs and Improving Services.London:Financial Times/Pitman.
  25. Cohen-Charash, Y.,Spector, P. E.(2001).The Role of Justice in Organizations: A Mets-Analysis.Organizational Behavior and Human Decision Processes,86(2),278-321.
  26. Colquit, J. A.,Conlon, D. E.,Wesson, M. J.,Porter, C.,Ng, K. Y.(2001).Justice at The Millennium: A Meta-analytic Review of 25 Years of Organizational Justice Research.Journal of Applied Psychology,86(2),425-445.
  27. Colquit, J.,Greenberg, J. (editor)(2003).Organizational Behavior: The State of The Science.NJ, Hillsdale:Lawrence Erlbaum Associates.
  28. Crosby, L. A.,Evans, K. R.,Cowles, D.(1990).Relationship Quality in Services Selling: Art Interpersonal Influence Perspective.Journal of Marketing,54(3),68-81.
  29. Deutsch, M.(1985).Distributive Justice: A Social-psychological Perspective.New Haven, CT:Yale University Press.
  30. Donaldson, B.,O`Toole, T.(2001).Strategic Marketing Relationship.New York:John Wiley and Sons.
  31. Doney, P. M.,Cannon, J. P.(1997).An Examination of the Nature of Trust in Buyer-Seller Relationships.Journal of Marketing,61(2),35-51.
  32. Dwyer, F. R.,Schurr, P. H.,Oh. S.(1987).Developing Buyer-Seller Relationships.Journal of Marketing,51(2),11-27.
  33. Dwyer. F. R.(1980).Channel Member Satisfaction: Laboratory Insights.Journal of Retailing,56(2),45-64.
  34. Folger, R.,Greenberg, J.(1985).Procedural Justice: An Interpretative Analysis of Personnel Systems.Research in Personnel and Human Resource Management,4,141-183.
  35. Folger, R.,Konovsky, M. A.(1989).Effects of Procedural and Distributive Justice on Reactions to Pay Raise Decision.Academy of Management Journal,32(1),115-130.
  36. Fornell, C.,Larcker, D. F.(1981).Evaluating Structural Equation Models with Unobservable Variables and Measurement Error.Journal of Marketing Research,18(1),39-50.
  37. Frazier, G. L.(1983).Interorganizational Exchange Behavior in Marketing Channels: A Broadened Perspective.Journal of Marketing,47(3),68-78.
  38. Gambetta, D.(1988).Trust: Making and Breakitig Cooperative Relations.New York:Blackwell.
  39. Ganesan, S.(1994).Determinants of Long-Term Orientation in Buyer-Seller Relationships.Journal of Marketing,58(2),1-19.
  40. Gaski, J. F.,Nevin, J. R.(1985).The Differential Effects of Exercised and Unexercised Power Sources in a Marketing Channel.Journal of Marketing Research,22(2),130-142.
  41. Geyskens, I.,Steenkamp, J. E. M.,Kumar, N.(1999).A Mete-Analysis of Satisfaction in Marketing Channel Relationships.Journal of Marketing Research,36(2),223-238.
  42. Goodwin, C.,Ross, I.(1992).Consumer Responses is Service Failures: Influence of Procedural and Interactional Fairness Perceptions.Journal of Business Research,25(2),149-163.
  43. Greenberg, J.(2004).Stress Fairness to Fare No Stress: Managing Workplace Stress by Promoting Organizational Justice.Organizational Dynamics,33(4),352-365.
  44. Gulati, R.,Singh, R.(1998).The Architecture of Cooperation: Managing Coordination Costs and Appropriation Concerns in Strategic Alliances.Administrative Science Quarterly,43(3),781-814.
  45. Hair, J. F.,Rolph E.,Anderson, R. L.,William C. B.(1998).Multivariate Data Analysis.United Slates of America:Prentice-Hall.
  46. Huang, J. H.,Lin, C. Y.(2005).The Explanation Effects on Consumer Perceived Justice, Satisfaction and Loyalty Improvement: An Exploratory Study.Journal of American Academy of Business,7(2),212-218.
  47. Hunt, S. D.,Nevin, J. R.(1974).Power in a Channel of Distribution: Sources and Consequences.Journal of Marketing Research,11(2),186-193.
  48. Johnson, J. L.(1999).Strategic Integration in Industrial Distribution Channels: Managing the Interfirm Relationship as Strategic Asset.Journal of the Academy of Marketing Science,27(1),4-19.
  49. Jöreskog, K.G.,Sörbom, D.(1993).LISREL8 User`s Reference Guide.Chicago:Scientific Software.
  50. Konovsky, M. A.(1991).Understanding Procedura; Justice and Its Impact on Business Organizations.Journal of Management,26(3),489-511.
  51. Kumar, N.,Scheer, L. K.,Steenkamp, J. E. M.(1995).The Effects of Perceived Interdependence on Dealer Attitudes.Journal of Marketing Research,32(3),348-356.
  52. Kumar, N.,Stern, L. W.,Achrol, R. S.(1992).Assessing Reseller Performance from the Perspective of Supplier.Journal of Marketing Research,29(2),251-252.
  53. Lewicki, R. J.,McAllister, D. J.,Bies, R. J.(1998).Bust and Distrust: New Relationships and Realities.Academy of Management Review,23(3),438-458.
  54. Lind, E.A.,Tyler, T.(1987).The Social Psychology of Procedural Justice.New York:Plenum Press.
  55. Lush, R.F.(1976).Sources of Power: Their Impart on Intra-Channel Conflict.Journal of Marketing Research,13(3),382-390.
  56. Maxham lll, J. G.,Netemeyer, R. G.(2003).Finns Reap What They Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers` Evaluations of Complaint Handling.Journal of Marketing,67(1),46-62.
  57. McFarlin, D.B.,Sweeney. P. D.(1992).Distributive and Procedural Justice as Predictors of Satisfaction with Personal and Organizational Outcomes.Academy of Management Journal,35(3),626-637.
  58. Mitchell, P.,Reast, J.,Lynch. J.(1998).Exploring the Foundations of Trust.Journal of Marketing Management,14(2),159-172.
  59. Moorman, C.,Deshpande, R.,Zaltman, G.(1993).Factors Affecting Trust lit Market Research Relationship.Journal of Marketing,57(1),81-101.
  60. Morgan, R. M.,Hunt, S. D.(1994).The Commitment-Trust Theory of Relationship Marketing.Journal of Relationship Marketing,58(3),20-38.
  61. Oliver, R. L.,Swan, J. E.(1989).Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction.Journal of Consumer Research,16(3),372-384.
  62. Ravald, A.,Gronroos, C.(1996).The Value Concept and Relationship Marketing.European Journal of Marketing,30(2),19-30.
  63. Rifai, H. A.(2005).A Test of the Relationships among Perceptions of Justice Job Satisfaction, Affective Commitment and Organizational Citizenship Behavior.Gadjah Mada International Journal of Business,7(2),131-154.
  64. Scheer, L. K. Kumar, N.,Steenkamp, J.(2003).Reaction to perceived inequity in US and Dutch Interorganzational Relationships.Academy of Management Journal,46(2),303-316.
  65. Sean B.,Brian F.,Roche, E.(2004).Evaluating Relationship Quality in a Easiness-to-Business Context.Irish Journal of Management,25(2),61-75.
  66. Seashore, E. S.,Taber, D. T.(1975).Job Satisfaction Indictors and Their Correlates.American Behavioral Scientists,42(1),333-368.
  67. Seiders, K.,Berry, L. L.(1998).Service Fairness: What It Is and Why It Matters.Academy of Management Executive,12(2),8-20.
  68. Selnes, F.(1998).Antecedents and consequences of trust and satisfaction in buyer-seller relationships.European Journal of Marketing,32(3/4),305-323.
  69. Shamdasani, P. N.,Sheth, J. N.(1995).An Experimental Approach to investigating Satisfaction and Continuity in Marketing Alliance.European Journal of Marketing,29(4),6-23.
  70. Singh, J.,Sirdeshmukh, D.(2000).Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments.Journal of the Academy of Marketing Science,28(1),150-168.
  71. Smith, J. B.(1998).Buyer-Seller Relationships: Similarity, Relationship, Management, and Quality.Psychology and Marketing,15(1),3-21.
  72. Smith, J. B.,Bolton, R. N.,Wagner, J.(1999).A Model of Consumer Satisfaction with Service Encounters Involving Failure and Recovery.Journal of Marketing Research,36(3),356-372.
  73. Spekrnan. R.E.,Strauss. D.(1986).An Exploratory Investigation of Buyer`s Concern for Factors Affecting more Cooperative Buyer-Seller Relationships.Marketing and Purchasing,1(3),26-43.
  74. Swaminathan, V.,Reddy, S. K.,Sheth, J. N.,Parvatiyar. A. (eds)(2000).Affinity partnering: conceptualization and issues`.Handbook of Relationship Marketing.
  75. Tax,S. S.,Brown, S. W.,Chandrashekaran, M.(1998).Customer Evaluations of Service Complain Experiences: Implications for Relationship Marketing.Journal of Marketing,62(4),60-76.
  76. Teo, T. S. H.,Lim, V. K. G.(2001).The Effects of Perceived Justice on Satisfaction and Behavioral Intentions: The Case of Computer Purchase.International Journal of Retail and Distribution Management,29(2),109-124.
  77. Vroom, V. H.(1964).Work and Motivation.NJ:Wiley.
  78. Westbrook, R. A.(1981).Sources of Consumer Satisfaction with Retail Outlets.Journal of Retailing,57(3),68-85.
  79. Zaheer, A.,McEvily, B.,Perrone, V.(1998).The Strategic Value of Buyer-Supplier Relationships.International Journal of Purchasing and Materials Management,34(3),20-27.
  80. 丁學勤(2003)。博士論文(博士論文)。國立成功大學企業管理系未出版博士論文。
  81. 王瀅婷、李美慧(2005)。績效評估公平性對組織承諾與工作績效的影響。商學學報，12，3-34。
  82. 曾義明(2004)。服務業之關係行銷與顧客間應之研究。交大管理學報，24(1)，1-21。
被引用次数
  1. 傅衡宇,許秀麗,余坤東(2014)。組織控制、組織信任及角色外行為相關性之研究－以台灣地區第三方物流業務人員為例。育達科大學報，38，1-30。
  2. 施錦村(2008)。公平知覺與顧客忠誠關聯之驗證：關係品質的角色。科技管理學刊，13(3)，60-86。
  3. 蘇聖珠、婁文信、李政達、王如鈺(2012)。顧客滿意與其前置變項之多層次分析。顧客滿意學刊，8(2)，145-182。
print cancel