21世紀的的台灣消費環境隨著國民所得的提昇已經逐漸轉型到體驗經濟的時代，美學經濟己植入在各行各業的行銷方案之中，因此，國人在感受到改變之下對於生活更加講究，消費者已經從重視商品的性能與效益轉而為追求除了基本價值外的感受價值，而此感受的價值不再是免費的，決策的行為也由理性的決策行為轉向理性與情感並重的消費者行為。故現代的企業運用情境、顧客喜好的消費體驗，為顧客打造ㄧ個有價值的體驗，稱之為體驗行銷。體驗行銷是進入體驗經濟後的一個重要趨勢，企業可以藉由感官、情感、思考、行動、關聯五種體驗來提高消費者的價值認知。 本研究以營養俱樂部部早餐店為研究對象，研究方法採用便利抽樣方式進行調查，透過量化與質化探討體驗行銷的策略體驗模組SEMs和體驗價值、顧客滿意度、顧客忠誠度三者間的關係，並提出實務的體驗行銷建言。 研究發現如下： 一、透過適當的「策略體驗模組」可正向強化不同構面的「體驗價值」。 二、「體驗價值」對「顧客滿意度」具有顯著正向相關關係，影響程度依序為消費者投資報酬、美感、趣味性和卓越服務。 三、「體驗價值」對「顧客忠誠度」具有顯著正向相關關係，影響程度依序為趣味性、消費者投資報酬、美感和卓越服務。 四、顧客滿意度可以有效預測顧客忠誠度。 五、部份的人口統計變項對「體驗價值」有顯著差異。 六、人口統計變項對「策略體驗模組」、「顧客滿意度」和「顧客忠誠度」無 顯著差異。 / With the economic development and the improvement in the standard of living by growing income, the economic moves to Experiential economic gradually. The Esthetics economic imbedded into the marketing plan in the most of kind of industries. Therefore, people are more care about the living quality, change their focus from features and benefits to experiential value, so that the experiential value will not be the free offer anymore, the behavior of making purchasing decision changes from rationality to a combination with feeling. Corporate operates with the occasional customer preferences to create experiential value for customers. That is called “Experiential Marketing”, it is an important trend in the current experiential economic. Corporate improve the value for customers by five strategic experiential marketing models - Sense, Feel, Think, Act and Relate. This case study is targeting to Nutrition Club, analyzing the relations of SEMs (Sense, Feel, Think, Act and Relate), Experiential Value, Customer Satisfaction and Customer Loyalty. Providing the practical suggestions to the club base on the analysis result. The key findings are below: 1. By choosing right modules of SEMs can positively predict or influence al aspects of Experiential value. 2. The Experiential value can positively predict and influences to customer satisfaction, the sequence of the influencing are CROI, Aesthetics, Playfulness and Service Excellence. 3. The Experiential value can positively predict and influences to customer loyalty, the sequence of the influencing are Playfulness, CROI, Aesthetics and Service Excellence. 4. Customer satisfaction can positively predict customer loyalty. 5. Demographics variables have partially significant difference on Experiential value. 6. Demographics variables have no significant difference on SEMs, Customer Satisfaction and Customer Loyalty.

因2008年9月爆發的全球金融海嘯，全球企業無不面臨到空前之危機，諸多企業不斷在進行組織瘦身，希望汰去一些沉重的負擔。在人力資源政策上 ，企業一方面思考如何精簡人事，在營運成本上壓縮一些資本空間以因應前途未卜之產業環境；二方面也不斷在思考如何讓留下來的人力最大效益的分配。然而，在這個人心惶惶的情境下，企業必須要讓員工重拾對組織的信心，讓深受打擊的士氣能夠為之一振，重新認同組織之價值觀以及信念，進而願意為組織目標而付出，並繼續留任為組織貢獻，為達成此目的，內部行銷是許多公司採行的策略。 換句話說，把員工當作內部顧客，以傳統行銷的哲學以及手法，將組織(或工作)當產品銷售給員工，並透過滿足員工認知之期望程度，達到員工滿意度(或稱工作滿足)，進而從滿意度衍生出忠誠度，達到組織承諾。 為驗證三者之關係，並希冀了解在一歷經重大組織變動的企業是否真能有效提升員工滿意度以及組織承諾，因此選定一個案公司，並透過問卷收集以及統計分析，達成以下結論： 1. 人口統計變數在組織內部行銷認知程度、員工滿意度、以及組織承諾並無顯著差異，惟內部年資三至五年之員工員工滿意度以及組織承諾都較其他年資為低。 2. 組織內部行銷行為可以正向地影響員工滿意度，尤其是在管理支持以及人力資源管理活動兩構面。 3. 組織內部行銷行為可以正向地影響組織承諾，尤其是在管理支持以及內部溝通兩構面。 4. 員工滿意度可以正向地影響組織承諾。 5. 組織轉型並未顯著影響內部員工之員工滿意度以及組織承諾。 根據上述結論，給予個案公司內部行銷策略建議如下： 1. 將組織內部行銷責任與主管角色結合，並將主管角色從傳統的業務管理者，延伸為組織內部行銷負責人員。 2. 促進高階主管、中階主管以及基層主管之間的內部溝通，進而提升管理支持。 3. 工作時間彈性制。 4. 強化人才培育機制。 5. 人力資源部門內部應該是內部行銷執行的首要單位。 / For the impact of the global ecomomics crisis occruing in September, 2008, most of the glocal companies have faced the most significant businness recession since World War II. To overcome this challenge and maintain the existence in the global business world, most companies have tried to lessen down the unnecessary operational expence. Labor cost is definitely considerated into the cost-down plan, companies have to think of 2 things: one is how to squeeze some cash from decreasing the employee numbers, but also how to mazximize the human resource vlaues for the rest. Under this risky contingency, the employees who were remaining to be hired are not free from the worry to get fired, and naturally losing the faith to the organization. Companies need to rebuild the faith and recognition from employess in ofer to gain their trust, and willingness of devotion to the company goals. To realize this intention, “Internal Marketing”is considered as one of the most effective approaches, with the extension from Marketing philosophy and methods, treating your comployess as internal customers, and try your best to win customer satisfaction, will will bring customer loyalty and commitment in sequence. To verify the relationship among “Internal Marketing (IM)”, “Employee Satisafactions (ES)”, and “Organizational Commitment (OC)”, a quantitative and qualitative research is conducted, with the hope the reliaze if it works practically within an organization which just faced a major organizational change. A technology company is chosen to be the case as research target, and a questionnaire survey is used to collect employees’ opinions, throught the statistics analysis, certain conclusions are made as the following: 1. Variance of interviewees doesn’t present significant variance in the statistical aspect in any of the three factors. However, on the group with internal scenarity between 3~5 years have shown a significant variance, which the average the score is lower than all the other groups. 2. Organzational internal marketing behaviors can positively influence the levels of employee satisfactions, especially in the aspects of “Management support” and “Human Resource Management Activities” 3. Organzational internal marketing behaviors can positively influence the levels of Organizaitonal Commitment, especially in the aspects of “Management support” and “Internal Communication” 4. Employee Satisfaction can positively influence organizational commitments. 5. The levels of “ES” and “OC” between the two groups: one is the group of senior employees who have encountered the major change, and the other is the group of junior employees who have’t, doesn’t show siginificant variance in statistics. According to the conclusions drawn above, we’ve proposed the following suggstions as reference for the company’s internal marketing strategy: 1. Conbine the role and reasponsibitliy of a internal marketed into the role of managers. 2. Prorvide more mutual communication channels between different levels of managers, so they can have adequate information about the company, then they can play as the internal marketer to effectvively improve employees’ recognition of management support and internal communication. 3. Flexibility of office hours to satisfy employees’needs in the balance of workload and personal life quality. 4. Strenthen and diversify the talent development mechanism. 5. Human resource department should play the role as pioneer and facilitator in the execution of organizational internal marketing plan.

本研究以數位相框為例，透過Cronbach’s α信度檢定、Pearson相關分析與單因子變異數分析等統計方法，探討「產品設計」、「消費者購買行為」與「顧客滿意度」、「顧客忠誠度」間之關聯性及影響因素，以期提供未來數位相框業者在產品設計與行銷策略之建議。 　　研究發現，產品設計的三個構面「外觀設計」、「基本功能」及「操作介面」，與消費行為的三個構面「消費動機」、「使用情境」與「未被滿足的需求」呈現顯著正相關，顯示數位相框的產品設計確實會對消費行為產生一定程度之影響。而研究亦發現，產品設計與滿意度及忠誠度呈現顯著正相關，且消費行為與滿意度及忠誠度亦呈現正相關。 / This research takes example of digital photo frame, to explore the relationship and factors that affect product design, consumer behavior, customer satisfaction and customer royalty. It expects to set recommendations of product design and marketing strategy for the digital photo frame makers in the future. The research found, that the three dimensions in Product Design, including appearance design, basic functions, and operational interface are positively relevant to the three dimensions in Consumer Behavior, which are motivation, user scenario, and unsatisfied demand. This means the product design has certain level of affect on the consumer behavior. The research also found that, the product design has significant positive relevance with customer satisfaction and royalty, and the consumer behavior also shows positive relevance with satisfaction and royalty.

隨著服務體驗經濟時代的來臨，服務提供商所面臨到的環境是愈來愈競爭及逐漸是轉由消費者所主導的型式，因此服務提供商如何去滿足顧客的需求並且達成更高的滿意度便是主要的目標之一。特別是在發展型服務提供者的環境下，他們需要去考量自已本身較不充足的服務能力及資源來設計及提供服務給顧客，而這樣的條件之下，他們也很難在短時間及時的去改善並且提供穩定的服務品質。因此，本研究提出一套是基於顧客期望理論及粒子群演算法的架構下所發展的協同式互動設計機制，希望協助發展型服務提供商解決他們所面臨的問題及創造出更大的服務價值。 本研究將協同式互動設計機制應用在會展產業的服務環境底下，並利用模擬實驗的方式去驗證此機制的有效性及鞏固性。協同式互動設計機制共有四大模組：(1)顧客偏好識別模組 (2) 粒子群期望因子選擇模組 (3) 情境式旅程抉擇模組 及(4) 服務執行模組。本研究設計此機制時考量了加入顧客間互動的能力來幫助發展型服務提供商進行更有效的服務互動並且執有效的顧客群體期望控制的目標，以便在減輕服務提供商所付出的成本之下，還能達成良好的顧客滿意度。而本研究的研究貢獻為幫助發展型服務提供商解決他們所面臨的挑戰，並且在有限的資源和能力底下，仍然可以使得他們保持與高能力服務廠商之間的競爭;而另一貢獻為在整體的服務環境底下，能讓所有的參與角色都能夠得到最大的價值，而形成一個高效能的服務生態系統。 / With the progressive advancement of the technology and fiercely-competitive environment in recent years, customers have paid more attention to the issue that how diversity and rich the service experience could satisfy their needs; in other words, the service providers must acquire the competitive advantage among other service competitors by pondering on that how to deliver the qualified service offerings in every service encounter to achieve the objective of customer satisfaction. On the other hand, many research findings noted that customers’ service quality evaluation in service encounter were influenced by the comparison between the customer expectation toward service and the service performance that they perceived; therefore, managing the customer expectation becomes the vital part concerning the customer satisfaction. Furthermore, the shortcomings of the low-moderate competence service providers is that they could not provide the constant qualified service offerings to customers in each service interaction in terms of the reason for lesser service capability and resource. Consequently, this study propose the collaborative interaction design approach which based on the Particle Swarm Optimization(PSO) algorithm to generate the dynamical service interaction among the service providers and customers for the low-moderate competence service providers and aids them to control their group customers’ expectation by collaborating with customers; in other words, the service effort of the service provider could be lightened by engaging the customer capability and the service offerings could be enhanced to provider for customers. Therefore, this study utilizes the four modules in the research framework to achieve the aforementioned objective. Ultimately, the expected contributions of this study are two-folds: (1) Aid the low-moderate competence service providers to improve the service experience for customers on the restriction of lesser service capability. (2) Utilize the PSO algorithm to decide the determinants that effectively influence on customers’ expectation considering the whole benefits among stakeholders. Hence, the collaborative interaction design proposed in this study has conspicuous benefits for the low-moderate competence service providers to preserve the competitive advantage by providing the well-design exemplar to let them follow.

有鑑於八０年代新公共管理(NPM)的興起對公共行政帶來重大的影響，其顧客導向的主張，刺激了顧客滿意度調查在公部門廣泛的應用。然而回顧過去公私部門重要的民眾滿意度調查，發現評估指標幾乎都著重在效率、效能面，而公共行政引以為本的公平價值卻少見探討。因此，本研究選取對人民影響最基本但重大的全民健保政策為個案，嘗試建構一個兼顧效率與公平面的民眾滿意度模型，並將焦點置於公民公平觀感與滿意度之間關連性的探討。在資料的蒐集上，採用國家衛生研究院「衛生醫療體系優先順序之制定的研究」於2007年12月1日至12月24日進行的電話訪問調查，經扣除遺漏值後，共有2478份樣本。本研究所建構的民眾滿意度ordered probit模型以「健保滿意度」為結果變項，解釋變項則包含了基本人口社經背景、以及效率效能面和公平面的指標。經實證結果發現，過去一直被強調的效率效能指標對健保滿意度確實產生顯著影響，但民眾對健保政策的主觀公平觀感也被證實與滿意度有顯著關連；換句話說，如果政府進行民眾滿意度調查時，未能含括公平面指標，則其所獲得的資訊將不能完整表達民眾的心聲。但本研究亦發現公民對健保政策以外的公平性態度並未顯著的影響健保滿意度，因此，民眾滿意度調查中測量公平觀感必需具有明確的政策背景。 / In the past three decades, new public management (NPM) has a great impact on the field of public administration. Among the impacts, “customer orientation” is the most influential one. For the purpose of evaluating citizen satisfaction on government services, public agencies begin to utilize the Customer Satisfaction Survey (CSS) mainly designed and administrated by business managers. However, after reviewing the content of the CSS questionnaires, we find that the emphasizing values behind the CSS are efficiency and effectiveness rather than equality, which is sometimes the main value behind public service delivery. Whether value of equality will influence citizen’s level of satisfaction is the main research question of this thesis. We take Taiwan’s National Health Insurance (NHI) as a case study, and utilize a citizen survey on priority setting of the NHI from the National Health Research Institutes in late 2007 as the secondary data. The dependent variable of our citizen satisfaction ordered probit model is “NHI satisfaction”, and explanatory variables including demographic backgrounds, indexes about efficiency or effectiveness, and indexes about equality. The results show that efficiency and effectiveness have significant association with NHI satisfaction. Most importantly, the citizens’ general evaluation on the equality of NHI also has a significant impact on the NHI satisfaction. According to the results, we suggest that applying CSS into public service evaluation should include index about equality in order to capture the holistic picture of citizen satisfaction.

傳統行銷主要注重產品功能及價格的範疇，與Schmitt所提出的體驗行銷相比，體驗行銷強調的維透過感官、情感、思考、情感與關聯方面的刺激來提高顧客的認知價值。本研究以香格里拉休閒農場為研究對象，因為該農場的天然景觀，所塑造的風格以及所設計的體驗活動刺激與體驗行銷之策略體驗模組相符合，所以選擇本牧場為研究對象，探討體驗行銷的策略體驗模組(SEM)和體驗價值、顧客滿意度及顧客忠誠度之間的關係。 本研究的研究結果如下: 一、 透過適當的策略體驗模組可以強化不同構面的體驗價值。 二、 策略體驗模組之情感體驗、行動體驗、關聯體驗三項構面可以正向強化顧客滿意度。 三、 策略體驗模組織情感體驗、思考體驗、關聯體驗三項構面可以正向強化顧客忠誠度。 四、 體驗價值之消費者投資報酬、服務優越性、美感、趣味性可以正向強化顧客滿意度。 五、 體驗價值之消費者投資報酬、服務優越性可以正向強化顧客忠誠度。 六、 顧客滿意度可以正向強化顧客忠誠度。 根據研究結果，本研究對香格里拉休閒農場提出發展體驗行銷建議做為日後參考: 一、 加強體驗模組中的思考體驗及感官體驗。 二、 提高活動內容曝光率，透過網路提升活動內容及特色。 三、 透過顧客管理系統，提供不同季節特殊體驗活動，提高老顧客再回來參觀頻率。

動態能力（Dynamic Capability）在探討企業面對動態的環境時該如何去適應、調整，以持續維持競爭力。自從被David J. Teece（1997）提出就一直是學者們非常關注的議題。 本研究探討動態能力、供應鏈能力以及客戶滿意度三者之間的關係，其中我們將動態能力再細分為適應能力（Adaptive capability）和協調能力（Coordinate Capability）。根據過去動態能力的研究，我們知道動態能力屬於企業的一種高階能力，它能夠透過影響不同的二階執行面能力（Operational capability）來間接影響企業的表現。過去有學者討論行銷、製造、科技等不同執行面能力，卻很少有學者將動態能力和供應鏈管理兩者做連結，因此本研究欲彌補這中間的空缺。本研究樣本來自第四輪高績效工廠計畫（High Performance manufacturing，HPM），共71筆台灣區工廠的資料，並採用SmartPLS3.0統計軟體分析。研究結果發現動態能力中的適應和協調能力皆對供應鏈能力有正向的影響，且再次驗證供應鏈能力能顯著提升客戶滿意度。此外，本研究還發現越依賴資訊科技的企業，其適應能力對供應鏈能力的影響越劇烈。愈拉近動態能力和供應鏈領域之間的連結。 / Dynamic capability is about how firm should adapt and adjust to retain their competitiveness in this constant changing dynamic environment. David J. Teece brought up the concept, and since then, has been the center of attention for scholars all over the world. In this research, we talk about the relationships between dynamic capacities, supply chain capabilities, and customer satisfaction, dynamic capability is further dissected into adaptive capability and coordinate capability. According to past research, dynamic capabilities are characterized as higher-order competencies, and it can impact firm’s performance through enhancing its operational capabilities, or the second-order competencies of the firm. In the past, many discussions were conducted with marketing capability, manufacturing capability, technology capability, etc., as the operational capability, while few link the concept of dynamic capability with supply chain management, we wish to shorten the gap between the two. Our data came from the fourth round of HPM (High Performance Manufacturing) project, with a total of 71 Taiwanese manufacturing companies. We use SmartPLS 3.0 software to run our analysis. Our findings suggest a positive relationship between dynamic capabilities and supply chain capabilities, an increase in either adaptive or coordinate capability will result in enhancing supply chain capability, while an increase in supply chain capability will results higher customer satisfaction. We further discovered that companies with higher dependency on information technology will have a stronger relationship between adaptive capability and supply chain capability.

資訊科技的運用與新公共管理的興起帶動了電子化政府的蓬勃發展，運用資訊科技整合跨機關業務，提供符合顧客導向之服務，逐漸成為政府服務中心思想的哲學，然對官僚體系運作必然產生一定的衝擊，因此在推行電子政府政策時除著重外部顧客的滿意度外，內部顧客的需求亦應被重視，組織應創造一個讓「內部顧客滿意的外部顧客服務環境」，以提升服務效能。 應用現代網路便利工具開辦企業，近年謂為一股國際趨勢潮流。開辦企業業務在國際間之排名逐漸受到我國輿論重視，為提升國際競爭力，我國於2011年建置開辦企業「公司及商業一站式線上申請作業網站」，以整合公司(商業)名稱預查及設立、營業登記、勞健保投保單位設立及工作規則核備等跨部會機關之申辦業務於同一網站，簡政便民。然在滿足外部顧客需求的同時，對於內部顧客的效益為何?引發研究動機。 本研究以內部顧客的角度建立跨機關整合型電子化服務效益評估架構，分析一站式系統之設計與整合之現況，並以PZB服務品質模式之顧客缺口為基本概念，探究「行政流程」、「資科應用」及「成本效率」三大構面之品質認知程度，以滿意度來評定一站式系統之成效，透過實證資料進行模型評估，並針對資料驗證之結果進行深度訪談。本研究建議主管機關應重視內部顧客缺口，定期傾聽內部顧客需求，掌握負面隱形成本，並透過強化系統功能、整合作業程序、簡化退費機制、檢討現行法令等措施，使一站式系統更貼近內部顧客需求，提升內部顧客整體滿意度。 / The application of information technology and emergence of new public management have set off the booming of e-government. As a result, using information technologies to integrate public sectors' businesses for providing customer-oriented services has gradually become a centric philosophy of government services. However, such a transition inevitably impacts bureaucratic operations, and to make a successful e-government, both the external customer satisfaction and internal customer demands need to be addressed. To this end, organizations should create an "external customer service environment satisfied by internal customers" in order to promote the service performance. Using modern Internet tools to start a business has become a global trend in recent years. In the meantime, the international ranking of startup businesses are getting more and more attentions in our domestic market. To raise our international competitiveness, in 2011 our government established the "Company and Business One-stop Service Request" for startups, which is a single-entry portal that combines company(business) name pre-inspection and registration, business registration, labor health insurance registration, and company's internal work regulation approval, providing simplified and convenient startup process. When the external customer requirements are met, what is the efficacious benefits to the internal customers? This is exactly the motivation of this research. From the perspective of internal customers, this research establishes a cross-department, integrated e-service benefit evaluation framework, to analyze the status quo of the one-stop registration system design and integration. By taking the customer gap of PZB service quality model as the fundamental concept, this research explores the level of quality cognition from the three constructs of "administrative process flow", "information science application" and "cost efficiency", and takes level of satisfaction as the basis to evaluate the one-stop registration system performance. Empirical data are taken for model assessment, and the result from data verification is taken for in-depth interviews. This research suggests that competent authorities look into the internal customer gap and periodically listen to the internal customer requirement, so as to grasp invisible negative costs, and through reinforced system functions, integrated operating procedures, simplified refund mechanism, and review of present regulations, to make the one-stop registration system more attentive to the internal customer requirements, and thus raise the overall internal customer satisfaction.

本研究主要在探討當消費者無法正確評量產品績效時，來源國形象對顧客滿意度的影響是否會因消費者的產品知識程度不同而有所不同，另外，試圖去瞭解具有不同產品知識程度的消費者，其顧客滿意度的決定因素究竟為何。 本研究採用實驗方法，且以棉布料為實驗標的（因為純棉布料和混棉布料很難被正確分辨）。實驗設計採 2 （台灣製產品概念／義大利製產品概念）×2 （產品表現佳／產品表現差）×2 （產品知識高／產品知識低），將受測者分為 8 組。研究結果發現，若受測者無法正確評量產品績效，則當受測者對棉布料的產品知識程度低，來源國形象（台灣 v.s. 義大利）對購買前的期望有顯著的影響，且期望是決定顧客滿意度的主要因素，此時來源國形象會顯著影響顧客滿意度；反之，當受測者對棉布料的產品知識程度高時，來源國形象對期望不會有顯著之影響，而此時期望亦是決定顧客滿意度的主要因素，所以來源國形象不會顯著影響顧客滿意度。另外，實驗結果也證實，顧客滿意度會顯著影響受測者的購買意願。 由研究的結果可知，當產品本身的績效難以被消費者所衡量（如健康性藥品、美容保養品...等）時，廠商應該在提高產品本身之績效後，同時把一些資源和心力投注在創造消費者心中更高的期望，並藉此更有效地達到提昇顧客滿意度的目的。另外，廠商也應針對不同消費特性的消費者，推出不同的廣告訴求和行銷方案，如此才能更有效地配置公司的資源，並順利地提昇全球顧客的滿意程度。 / The research investigated the differential impact of country of origin on product expectation and satisfaction when consumers have different levels of product knowledge. An experiment with a factorial design was conducted for the empirical test. The product used in the experiment was cotten material. Product expectation, perceived product performance, disconfirmation, consumer satisfaction, objective product knowledge of the cotten material were measured. The results showed that when consumers had low level of product knowledge in both concept evaluation and product evaluation stages, country of origin would effect product expectation. Product expectation is the key determinant of consumer satisfaction. On the other hand, when consumers had a high level of product knowledge in evaluating the product concept, but have no ability in distinguish product performance, country of origin would not effect product expectation. However product expectation is still the key determinant of consumer satisfaction. Finally, consumer satisfaction also has a significant effect on consumers' purchase intention.

為瞭解祖孫家庭類型（非同居型、三代同堂型及隔代教養型）、孫子女依附風格、祖父母管教方式（反應及要求）、孫子女管教滿意度（反應及要求）、祖父母性別、祖父母年齡、孫子女性別、血緣關係、父母親與祖父母關係、祖父母身體健康情形、祖孫接觸頻率及地理接近等因素對祖孫關係的影響，以國中　246 人（內含非同居型祖孫家庭孫子女　100 人、三代同堂型祖孫家庭孫子女 71 人、及隔代教養家庭孫子女 75 人為研究對象，經運用祖孫關係量表、依附風格量表、及祖父母管教方式及滿意度量表等研究工具，獲得所需資料，再以χ²考驗、多元逐步迴歸分析、典型相關分析等統計方法進行分析。結果發現： 1.整體而言，對孫子女影響最大的祖父母其類型依序為（父系）祖母、 （母系）祖母、（父系）祖父、（母系）祖父。 2.不同祖孫家庭中，孫子女認為最具有影響力的祖父母並不一樣。在「非同居型」祖孫家庭中，（母系）祖母最具影響力，但在「三代同堂型」及「隔代教養型」祖孫家庭中，影響力最大的是（父系）祖父母。 3.青少年孫子女和祖父母最常作的活動，依次是閒聊、清潔打掃作家事、討論事情、拜訪親戚、購物、散步、回顧照片、戶外運動或旅遊、下廚、宗教事宜、爭執吵架、照顧小寵物、唱歌、玩遊戲、園藝、釣魚、及閱讀刊物等。 4.祖孫活動會隨孫子女性別、祖孫家庭類型不同而有所差異。 5.祖孫家庭類型、孫子女依附風格、祖父母管教方式及孫子女管教滿意度、祖父母性別、祖父母年齡、祖父母與父母親關係、祖父母身體健康情形、接觸頻率及地理接近性等變項，能有效預測孫子女對祖父母各方面表現的評價。預測力較高的有滿意度指標、成功指標、及教導指標；而預測力較低的則有困難、挫折、及訊息需求等指標。 6.祖孫家庭類型、孫子女依附風格、祖父母管教方式及孫子女管教語意度、祖父母性別、祖父母年齡、祖父母與父母親關係、祖父母身體健康情形、接觸頻率及地理接近性等變項，能有效的解釋孫子女所知覺的祖父母行為表現，解釋量佔總變異量的 31.26%。