買家與供應商關係中依賴與信任對買家績效及關係風險之影響

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研究生：	林鈺淳 Lin, Yu-Chun
論文名稱：	買家與供應商關係中依賴與信任對買家績效及關係風險之影響 The Influence of Dependence and Trust on Buyer Performance and Relational Risk in Buyer-Supplier Relationships
指導教授：	朱詣尹 Chu, Yee-Yeen
口試委員:	邱銘傳 Chiu, Ming-Chuan 劉子歆 Liu, Tzu-Hsin
學位類別：	碩士 Master
系所名稱：	工學院 - 工業工程與工程管理學系 Department of Industrial Engineering and Engineering Management
論文出版年：	2014
畢業學年度：	102
語文別：	中文
論文頁數：	120
中文關鍵詞：	依賴、信任、關係行為、績效、關係風險、供應商關係
外文關鍵詞：	Dependence, Trust, Relational Behavior, Performance, Relational Risk, Supplier Relationship
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在供應鏈中買家與供應商建立良好夥伴關係非常重要，因此本研究以長期導向關係發展為主軸，試圖釐清依賴與信任如何驅動買家採取關係行為，並瞭解其對買家績效與關係風險的影響，以作為買家與供應商建立夥伴關係時之決策流程執行或成效改善之依據。
本研究首先檢驗買家對於供應商的依賴與信任狀況，及買家所採取之關係行為，接著再依照買家所創造之績效與面臨之關係風險的理論架構，探究其與依賴、信任、關係行為之間的關聯性。在研究中以五家分別在其產業中佔有一席之地的企業為例，結合文獻與個案分析，建構出長期關係導向下，依賴、信任、關係行為對買家績效的影響架構，亦將不同面向之信任與不同關係行為進行連結，並提出買家關係風險來源，使得企業能採取有效做法創造績效與降低關係風險，以維持長期夥伴關係。

Building good partner relationships with suppliers is very important for buyers in the supply chain. This study tried to clarify how dependence and trust drive buyer’s relational behaviors and how the influence of relational behaviors on buyer performance and relational risk for long-term relational development. Buyers can improve their decision, process and effectiveness when develop buyer-supplier relationships through this viewpoint.
This study examines the theoretical structure of how buyers’ dependence and trust of suppliers influence their relational behaviors and their performance and relational risk in the relationships. This study selects five companies which are among the best in their industries as case study examples and examines the influences of dependence, trust, relational behaviors on buyer’s performance and relational risk. Finally, based on literature and the case analysis, this study constructs an influence framework for assessing the impacts of dependence, trust on buyer performance and relational risk, along with the sources of relational risk. It suggests effective measures buyers can take to improve performance, reduce relational risk and maintain the long-term relationship.

目錄
摘要 ........................................................................................................................... I
目錄 ........................................................................................................................ IV
圖目錄 .................................................................................................................... VI
表目錄 ................................................................................................................... VII
第一章 緒論 .......................................................................................................... 1
1.1 研究背景 ............................................................................................................ 1
1.2 研究動機 ............................................................................................................ 1
1.3 研究目的與議題 ................................................................................................. 2
第二章 文獻探討 .................................................................................................. 3
2.1 買家與供應商關係 ............................................................................................. 3
2.1.1 供應商權力與關係建立 ................................................................................. 3
2.1.2 買家承諾與關係建立 ..................................................................................... 5
2.2 依賴、信任與關係行為 ..................................................................................... 7
2.2.1 依賴 ................................................................................................................ 8
2.2.2 信任 .............................................................................................................. 10
2.2.3 依賴與信任 .................................................................................................. 12
2.2.4 依賴與信任對關係行為之影響 .................................................................... 15
2.3 買家績效與關係風險 ....................................................................................... 16
2.3.1 買家績效 ...................................................................................................... 16
2.3.2 買家關係風險 .............................................................................................. 17
2.4 關係繼續與終止 ............................................................................................... 19
2.5 依賴及信任與買家績效及關係風險之連結 ..................................................... 20
第三章 研究方法與架構 .................................................................................... 22
3.1 研究方法與步驟 ............................................................................................... 22
3.2 研究架構 .......................................................................................................... 25
3.2.1 長期導向之買家與供應商關係管理 ............................................................ 26
3.2.2 買家對供應商依賴與信任之衡量 ................................................................ 26
3.2.3 買家關係行為之衡量 ................................................................................... 27
3.2.4 買家績效與關係風險之衡量........................................................................ 28
3.3 研究對象 .......................................................................................................... 30
3.4 研究範圍與限制 ............................................................................................... 33
第四章 個案分析與討論 .................................................................................... 35
4.1 豐田汽車公司(Toyota Motor Corporation) ....................................................... 35
4.1.1 從經連會之轉變看豐田與供應商的依賴關係 ............................................. 35
V
4.1.2 從供應商之評選看豐田對供應商的信任 .................................................... 38
4.1.3 豐田在供應商關係中之關係行為 ................................................................ 39
4.1.4 豐田與供應商建立夥伴關係之績效 ............................................................ 43
4.2 沃爾瑪公司(Wal-Mart) ..................................................................................... 47
4.2.1 Wal-Mart與P&G的依賴關係........................................................................ 47
4.2.2 Wal-Mart在供應商關係中之關係行為 ........................................................ 49
4.2.3 Wal-Mart與供應商建立夥伴關係之績效 ..................................................... 52
4.2.4 Wal-Mart在供應商關係中之關係風險 ........................................................ 55
4.3 聯發科技(Media Tek) ....................................................................................... 58
4.3.1 聯發科技與供應商的依賴關係 .................................................................... 59
4.3.2 從供應商之評選看聯發科技對供應商的信任 ............................................. 60
4.3.3 聯發科技在供應商關係中之關係行為 ........................................................ 61
4.3.4 聯發科技與供應商建立夥伴關係之績效 .................................................... 62
4.3.5 聯發科技在供應商關係中之關係風險 ........................................................ 63
4.4 車美仕股份有限公司(Carmax)......................................................................... 65
4.4.1 車美仕與供應商的依賴關係........................................................................ 65
4.4.2 從供應商之評選看車美仕對供應商的信任 ................................................. 66
4.4.3 車美仕在供應商關係中之關係行為 ............................................................ 69
4.4.4 車美仕與供應商建立夥伴關係之績效 ........................................................ 70
4.4.5 車美仕在供應商關係中之關係風險 ............................................................ 71
4.5 群創光電(Innolux) ............................................................................................ 73
4.5.1 群創光電與供應商的依賴關係 .................................................................... 73
4.5.2 從供應商之評選看群創光電對供應商的信任 ............................................. 74
4.5.3 群創光電在供應商關係中之關係行為與績效 ............................................. 76
4.5.4 群創光電在供應商關係中之關係風險 ........................................................ 77
4.6 綜合分析與討論 ............................................................................................... 79 4.6.1 長期關係導向下個案公司對供應商依賴與信任之差異探討 ...................... 79 4.6.2 依賴、信任與關係行為對買家績效與關係風險之影響.............................. 82 4.6.3 買家與供應商關係繼續或終止之探討 ........................................................ 86 4.6.4 考量依賴與信任下的買家與供應商關係發展流程 ..................................... 87 4.6.5 依賴、信任、關係行為、買家績效與關係風險影響模式 .......................... 92
第五章 結論與後續研究 .................................................................................... 93
5.1 研究結論 .......................................................................................................... 93
5.2 後續研究與建議 ............................................................................................... 95
參考文獻 ................................................................................................................ 96
附錄 .......................................................................................................................103

圖目錄
圖 2-1 依賴的型態 .................................................................................................. 8
圖 2-2 商業關係中信任的動態與演進模型 ......................................................... 11
圖 2-3 不同程度之信任與依賴匹配圖 ................................................................. 13
圖 2-4 供應商與顧客間互相依賴與信任共同演進假說模型 .............................. 14
圖 2-5 買家與供應商觀點下低信任與高信任的關係結果 .................................. 20
圖 3-1 研究流程圖 ................................................................................................ 24
圖 3-2 考量依賴與信任發展下之買家績效與關係風險研究架構圖 ................... 25
圖 4-1 豐田與供應商依賴關係演變 ..................................................................... 37
圖 4-2 Wal-Mart與P&G依賴關係演變 ................................................................. 49
圖 4-3 Wal-Mart與P&G之資訊流及物流 ............................................................. 50
圖 4-4 個案公司對供應商依賴與信任程度圖 ..................................................... 81
圖 4-5 依賴、信任與關係行為對買家績效影響圖 .............................................. 85

表目錄
表 2-1 權力來源之分類方式 .................................................................................. 4
表 2-2 情感性承諾與計算性承諾文獻整理表 ....................................................... 7
表 2-3 依賴形式、風險與值得信任標準 ............................................................. 19
表 3-1 買家依賴與信任衡量指標說明 ................................................................. 27
表 3-2 買家關係行為衡量指標說明 ..................................................................... 28
表 3-3 買家績效與關係風險衡量指標說明 ......................................................... 29
表 3-4 汽車代工廠2002年~2006年供應商工作關係指數 .................................... 31
表 4-1 橫向與縱向經連會 .................................................................................... 35
表 4-2 豐田供應商評選準則 ................................................................................ 38
表 4-3 豐田汽車與美國汽車公司協助供應商之成果差異 .................................. 44
表 4-4 豐田集團2012財年與2013財年獲利比較表 .............................................. 46
表 4-5 Wal-Mart 1968~2008年成長情況 .............................................................. 55
表 4-6 個案公司與供應商依賴與信任發展差異.................................................. 80
表 4-7 個案公司關係行為採取與績效創造之差異 .............................................. 83
表 4-8 買家面臨關係風險之因素......................................................................... 86
表 4-9 買家發展與供應商長期導向關係決策問題表 .......................................... 91
                                

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