文献类型：期刊文献

中文题名：关键事件技术及其应用——以制造商转换行为的研究为例

英文题名：Critical Incident Technology and Its Implementation: Research on Manufacturer’s Switching Behaviors

作者：侯丽敏[1];黄珣[2];朱百军[2]

机构：[1]华东理工大学商学院,上海200237;[2]复旦大学管理学院,上海200433

年份：2007

卷号：22

期号：2

起止页码：58

中文期刊名：华东理工大学学报（社会科学版）

外文期刊名：Journal of East China University of Science and Technology：Social Science Edition

收录：国家哲学社会科学学术期刊数据库

基金：华东理工大学青年骨干教师基金的资助。

语种：中文

中文关键词：关键事件技术;制造商;转换行为

外文关键词：critical incident technology; manufacturers; switching behaviors

摘要：作为一种定性研究方法,关键事件技术特别适用于理论发展和管理有效性等研究目的。目前,该方法被广泛应用于教育、管理、零售、服务接触以及关系管理等领域进行探索性研究,其信度和效度也一再得到检验和证明。本文首先介绍了关键事件技术,并将其运用到制造商转换行为的研究之中。研究表明:价格、产品质量、物流能力、公司采购战略、服务质量是影响制造商转换的最为重要的原因。而且,不同的转换原因对制造商的满意度有不同的影响。在进一步分析的基础上,本文还得出85%的制造商转换属于复杂转换以及关系对顾客保留的影响可能与供应商所能提供的顾客价值有关等等富有意义的结论。
As a qualitative method, critical incident technology is particularly appropriate when the goals of the research include both managerial usefulness and theoretical development. The method has been applied successfully to the study of education, management, retailing, service encounter and relationship management. Reliability and validity of the technique have been demonstrated. This paper introduces critical incident technology firstly, and applies the method to the research on manufacturer＇s switching behaviors. The research shows that price, product quality, logistics capability, purchasing strategy and service quality are the major causes of switches. Besides, different reasons have different impacts on the manufacturers＇ satisfaction. Other significant results are also found through further analysis. For example, 85% of the switching incidents are complicated ones, and the impact of＂ GuangXi＂ on the switches may relate to the value that suppliers are able to provide.