世界市民教育對和平文化經營理念與顧客滿意度關係之中介效果－以美、日在台子公司為例

The Study of Relationship between the Management Philosophy of Peace Culture and Customer Satisfaction-And Discuss the Mediating Effects of World Public Education-Compare to the Subsidiary Companies of the United States of America and the Japan MNE in Taiwan

10.30163/BR.201209.0004

林延璘(Yen-Lin Lin)；林彩梅(Tsai-Mei Lin)

和平文化經營理念 ； 顧客滿意 ； 世界市民教育 ； Managerial philosophy of peace culture ； Customer satisfaction ； the World's public education

文大商管學報

17卷2期（2012 / 09 / 01）

65 - 90

繁體中文

隨著跨國企業規模的擴大，國與國間相互依存也更加緊密，除了必須面對歐盟與美國301等高關稅問題，同時由於各國異文化、異民族、膚色、種族價值觀、宗教信仰之差異、歷史戰爭之憎恨以及企業倫理、產業道德之缺乏等，所引起各國頗多紛爭與對立，對國際企業之發展、世界和平、國家經濟繁榮，都將面臨許多難題與挑戰。這些都出自於人民對「智慧與共生教育」之缺乏、倫理道德教育之不足，各國教育的偏失所造成（林彩梅，2009）。因此，面對現今跨國企業異文化異民族衝突問題，MNE領導者必須持有「和平文化經營理念」，而企業領導者如何將和平文化經營理念之管理思維落實於多國籍企業之中，最重要即是透過世界市民教育，唯有透過世界市民教育，才能夠提高生產力與產品品質、以及提高員工士氣，進而達到顧客滿意。本研究目的係希望透過相關資料的搜集與分析後，探討和平文化經營理念對顧客滿意度之關係，並檢視世界市民教育之中介效果。在研究樣本上，以美、日在台子公司作為調查樣本，且以電子零組件製造產業之主管與員工作為研究調查對象。研究結果發現和平文化經營理念重視程度越高，世界市民教育越落實；世界市民教育越落實，顧客滿意度越高；所以世界市民教育對於對和平文化經營理念與顧客滿意度之影響呈現正向而顯著的中介效果。

With the expansion of the scale of multinational corporations, the interdependence between nations more closely, in addition to 301 other high tariffs in the EU and the United States must face the problem, at the same time due to countries of different cultures, different ethnic, color, ethnic values, religious beliefs differences history of the war of hatred and corporate ethics, lack of industry, morality, etc., caused a lot of controversy and confrontation countries, international business development, world peace, the country's economic prosperity, will face many problems and challenges. These come from the people's lack of wisdom and symbiotic education, lack of ethics and moral education, national education Deviation (Lin Tsai Mei, 2009).Therefore, in the face of today's multinational different culture of different ethnic conflicts, MNE leader must hold the managerial philosophy of peace culture, and business leaders how management thinking to implement the managerial philosophy of peace culture in multinational enterprises, the most important that is, through the world's public education, only through the world's public education, to be able to improve productivity and product quality, improve employee morale, and achieve customer satisfaction.The purpose of this study to explore the relationship between managerial philosophy of peace culture and customer satisfaction through relevant data collection and analysis, and view the mediating effect of world public education. In the study sample to the subsidiaries in Taiwan, the U.S., Japan, as the survey sample, and electronic components manufacturing industry executives and staff as case study. The results found that the higher the degree of attention the managerial philosophy of peace culture and the world's public education more implemented; World public education to implement the more higher, customer satisfaction; World public education to positively impact on the managerial philosophy of peace culture and customer satisfaction significant mediating effect.

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