顧客參與員工創造力關係之研究

The Relationship between Customer Participation and Employee Creativity

陳建佑(Chien-Yu Chen)；羅啟峰(Chi-Feng Lo)；彭郁涵(Yu-Han Peng)

顧客參與 ； 員工創造力 ； 工作不滿意 ； customer participation ； employee creativity ； job dissatisfaction

致理學報

34期（2014 / 07 / 01）

175 - 199

繁體中文

現今社會多元化發展，顧客的消費意識大幅提昇，企業為增加本身的競爭能力，必須提供多樣化的產品以滿足不同消費族群的需求，所以企業不斷的試圖強化企業的員工創造力來因應不同的需求。另一方面，須不斷強化顧客參與才能有機會確切的高度滿足客戶的需求，來提高企業在消費者心目中的價值，所以員工創造力和顧客參與成為現今企業管理中必須努力追求的目標。本研究目的為探討顧客參與和員工創造力之間的關係。本研究以問卷方式收集資料，針對服務業之美容美髮從業人員與半導體類之電子業從業人員發出650份問卷，刪除無效問卷之後，有效問卷為454份。實證結果得知，顧客參與與員工創造力為正向關係。研究結果對管理實務與未來研究提供建議，期望提供企業主管之參考。

Due to the diversified evolvement of modern society, consumer awareness of customers increases significantly. In order to improve the competitiveness of the enterprises, they have to provide a variety of products to meet the needs of various groups of consumers. Therefore, enterprises constantly try to reinforce the creativity of employees to adapt to diverse demands. On the other hand, they must continuously strengthen customer participation to have the opportunity to highly satisfy customers' demands, and to improve the core values in customers' minds. And hence, employee creativity and customer participation have become the targets that enterprise management strives for nowadays. The purpose of this study is to examine the relationship between customer participation and employee creativity. Data for this study were obtained by means of questionnaires from employees working for beauty and hairdressing salons in the service sectors, and employees working for semiconductor industries in the electronics sectors. 650 questionnaires were sent out and the valid questionnaires were 454 by deleting incomplete or poor response questionnaires. The results indicated that customer participation was positively related to employee creativity. Discussion and suggestions for future research are also provided. We hope that the findings will be valuable for managers.