La relation interpersonnelle présente une place importante dans l’instauration et le développement de la relation client. Cette importance est surtout évidente dans le secteur des services et surtout dans le contexte socioculturel des pays asiatiques. Le « renqing » (la norme de réciprocité dans le contexte asiatique) joue un rôle important dans la création et le suivi de la relation interpersonnelle. Il consiste en un mécanisme de stabilisation et d’harmonisation de la relation entre des individus au sein des sociétés asiatiques en se basant sur l’échange de faveurs et sur l’obligation mutuelle. Ce concept a été intégré dans le cadre de notre recherche au niveau la relation interpersonnelle entre le personnel en contact et le client dans le contexte de prestation de service bancaire au Vietnam. En adoptant une perspective dyadique, nous étudions le « renqing » du personnel en contact et du client, de l’un envers l’autre, et leurs impacts sur la qualité de la relation client au niveau interpersonnel comme institutionnel. L’enquête empirique par questionnaire sur le terrain de service bancaire au Vietnam nous permet de vérifier nos propositions de recherche. Le « renqing » du personnel en contact envers le client contribue à déterminer son comportement d’adaptation dans la prestation de service au client. Par ailleurs, le « renqing » du client envers le personnel en contact est un déterminant de la confiance interpersonnelle, qui influe ensuite sur la qualité de la relation du client envers la banque. Enfin, dans une perspective dyadique, notre recherche confirme la proposition exploratoire d’une part en ce qui concerne l’impact du renqing du personnel en contact sur le renqing du client et d’autre part en ce qui concerne l’impact indirect du renqing du personnel en contact sur la confiance interpersonnelle du client à travers deux variables médiatrices : le renqing du client et le comportement d’adaptation. Notre recherche permet de confirmer le rôle essentiel du « renqing » dans le modèle de relation client dans le contexte culturel du Vietnam. En effet, l’examen d’une perspective dyadique du concept de « renqing » nous permet de comprendre la manière par laquelle la réciprocité mutuelle entre le personnel en contact et le client renforce la relation client dans le contexte socio-culturel d’un pays asiatique. / Personal relationship plays an important role in creating and developing customer relationship. This important role has been confirmed in the service field and especially in Asian culture. “Renqing” (the norme of reciprocity in Asian context) has a critical role in creating and maintaining personal relationship. “Renqing” is considered a stable mechanism and helps to harmonize personal relationships in Asian societies based on favor exchange and reciprocal obligation. This variable is included in our study in the relationship between frontline employees and customers in the context of Vietnamese banking service. With the dyadic approach, we studied the “renqing” variable of frontline employees and customers in their relationship and their impacts on the relationship quality. “Renqing” of frontline employees have an effect on the employees’ adaptive behavior in service delivery. In terms of customers, “renqing” for frontline employees is a variable affecting interpersonal trust and through this trust it affects the quality of the relationship between customers and the bank. Finally, with the dyadic approach, our research confirms the suggestions on the effects of “renqing” of employees on “renqing” of customers and the indirect effect of employees’ “renqing” on customers’ trust through the two mediator variables: “renqing” of customers and adaptive behavior. Our research allows us to confirm the role of “renqing” variable in the customer relationship model in the Vietnamese context. Indeed, the study with the dyadic approach to “renqing” variable enables us to understand the way reciprocity between frontline employees and customers strengthens customer relationship in the context of an Asian country.

Aim: To understand the influence of guanxi and trust on business to business relationships in the Chinese market. Method: This study was conducted based on an inductive qualitative research method with the use of primary and secondary data. A case study, with semi-structured interview questions and open-end questionnaire, were used for the collection of primary data. In total 27employees were interviewed, 13 through an online application and 14 through an online survey. Result & Conclusions: Guanxi and trust are inseparable and complement each other when building B2B relationships. Renqing and ganqing are part of guanxi which can influence guanxi directly. Trust can be divided into interpersonal and organizational trust and both can build B2B relationships. For the creation of a long-term relationship between business partners, both guanxi and trust are essential to maintain and strengthen the relationship. Suggestion for future research: Because of the limited number of interviews and circumstances, the results of this research are based in one company and three of its business partners. All the interviewed employees work in China and are specialized in the pharmaceutical industry. Therefore, the results are difficult to be generalized, but further studies can be conducted in different fields and industries, such as government-owned companies and various business scopes to investigate if the different levels of guanxi and trust influence business relationships or performance. Contribution of the study: This study contributes to the understanding of how guanxi and trust influence relationships between business partners in China. No matter which starts the initial B2B relationship, both trust and guanxi are essential in building, maintain and strengthening B2B relationships.

Det kinesiska samhället är i hög grad präglat av dess kulturella traditioner som i många aspekter skiljer sig från andra länder. I samband med att allt fler svenska företag väljer att etablera sig i Kina där svenska expatriater sänds ut som resurser, blir det alltmer väsentligt att förstå sig på landets kultur och värderingar. En central aspekt ligger i att bygga relevanta nätverksrelationer, vilket i Kina benämns som guanxi. Guanxi definieras som relationella utbyten mellan parter baserat på implicita principer av tillit, ömsesidighet och empati. Denna studie har syftat till att undersöka hur viktigt svenska expatriater upplever att guanxi är med kinesiska kollegor, samt på vilka sätt expatriaters personliga egenskaper påverkar relationsuppbyggandet. Vidare har studien avsett att undersöka vilka möjligheter och svårigheter guanxi kan innebära för expatriater under deras internationella uppdrag. En kvalitativ metod har tillämpats, där empirin bestått av åtta intervjuer med svenska expatriater inom olika multinationella företag i Kina. Studiens resultat påvisade att de flesta expatriater upplevde guanxi med lokala kollegor som viktigt vid anpassning till miljön. Personliga egenskaper, som ett intresse för kulturen och en öppensinnad inställning, bidrog även till en bättre förståelse för guanxis innebörd som underlättat utlandsvistelserna. Studiens resultat har vidare påvisat att högre uppsatta expatriater inte upplevde guanxi med lokala kollegor som lika relevant. Samtidigt som guanxi med lokala kollegor bidrar till nya möjligheter och nätverksrelationer, har även svårigheter påvisats relaterat till mutor och korruption.

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Aim: The aim of this study is to understand how trust influence quality Guanxi in the Chinese business context.   Method: An inductive qualitative research method is adopted in this study; a single case study, interview questions and semi-structured interviews are applied to collect primary data.   Result & Conclusions: Quality Guanxi needs to build deep trust by combining cognition- and affect-based trust together in Chinese business context.  Meanwhile, Renqing gradually builds Ganqing (affection) through reciprocal behavior and empathy, and eventually leads to affect-based trust in Guanxi networks. Furthermore, cognition-based trust could be understood as initial trust in Guanxi networks.   Suggestions for future research: Due to the limited number of interviews, the result and conclusion of this study is based on only one company (Vigor) and one country (China) perspective. Therefore generalization cannot be achieved. For further studies on this field, it is necessary to increase the scope and number of interviews, such as different industries, different positions, etc.   Contribution of the thesis: This study contributes to the further understanding of Guanxi as a unique way of developing business relationships in China from the perspective of trust.  It shows how the quality Guanxi can be developed by deep trust relying on cognition- and affect-based trust. / 目标：本文主要解析了在中国的商业环境中信任是如何影响优质关系的。   方法：本文采用归纳定性研究方法； 应用单一案例研究、访谈问题和半结构化访谈来收集主要数据。   结果/ 结论：在中国的商业活动中，只有通过结合基于认知的信任和基于情感的信任，从而建立深度信任，才能最终建立优质关系。同时，人情通过互惠行为和同理心逐步建立感情，最终建立关系网络中基于情感的信任。而基于认知的信任又可以理解为关系网络中的初始信任。   对未来研究的建议：由于访谈数量有限，本文的结果和结论仅基于一个公司(上威集团)和一个国家(中国)的视角，因此不能泛化。为了进一步研究这一领域，有必要增加其访谈的范围和数量，如不同行业、不同职位等。   本文的贡献：本文有助于从信任的角度进一步认识关系，这种作为发展中国商业关系的一种独特方式。并说明了如何依靠基于认知的信任和基于情感的信任，从而建立深度信任来发展优质关系。 / Objetivo: El objetivo de este estudio es entender como la confianza influencia la calidad del Guanxi en el contexto de negocios Chino.   Método: Para este estudio un método inductivo y cualitativo ha sido adoptado. Preguntas de entrevista y entrevistas semi-estructuradas han sido aplicadas en la recolección de la información primaria.   Resultado y Conclusiones: Para lograr calidad en la red Guanxi se necesita construir confianza “profunda” mediante la combinación de confianza cognitiva y afectiva en el contexto de negocios chino. Renqing puede construir gradualmente Ganqing a través del comportamiento reciproco y la empatía, lo cual con lleva eventualmente a la generación de confianza afectiva en la red de contactos Guanxi. Además, la confianza cognitiva puede ser considerada como la confianza inicial en las redes de contactos Guanxi.   Sugerencias para investigaciones futuras: Debido al número limitado de entrevistas, los resultados de este estudio solamente están basados en una compañía (Vigor) y un país (China). Por lo tanto, la generalización de los resultados a otros países no es aconsejable. Para futuras investigaciones en este campo, es necesario aumentar el número de entrevistas de empleados de diferentes empresas pertenecientes a diversas industrias y países.   Contribución de la tesis: Este estudio contribuye al mayor entendimiento del concepto chino “Guanxi” como una forma única de construir relaciones de negocios en China, mediante el desarrollo de la confianza “profunda”. Para ello, se muestra como la calidad del Guanxi puede ser desarrollado mediante la confianza profunda la cual se basa en la confianza cognitiva y afectiva.

在知識經濟的時代裡，「知識管理」已成為學校組織管理與組織學習的核心議題，而「知識分享」更是其中重要的一環。因此，對教學場域中影響「教師」知識分享的相關因素之瞭解必有實務上的意義，尤其是屬於華人人情等特質相關因素的影響是本研究的探索旨趣。 從組織行為的角度去思考教師在學校的知識分享(分為資訊分享、行動示範、情境化知識分享、知識共構四個構面)，主要受到個人、人際、組織層面因素的影響。本研究從本土的人情概念出發，組織層面再加上對創新的關注，探討人情在個人層次(人情特質—忠恕取向、人情束縛、關係取向)、人際層次(情感與工具性關係)與組織層次(情感、關係、創新、法制)是如何地影響著國民中學教師彼此的知識分享意願與行為。 本研究對190位教師進行預試，進行對預試量表信效度檢驗並修正後，進行正式施測，正式施測時回收了583份有效問卷。以相關分析、多元迴歸分析、變異數分析、典型相關分析與結構方程模式分析，驗證本研究之假設並做延伸的探討。 本研究主要發現如下： 一、相對於知識分享的其他構面，教師們以行動示範同事進行知識分享的意願最低、實際行為也最少。 二、學校資訊設備與教師個人資訊能力對教師的資訊分享有正向影響；學校對課程時間與開放空間的彈性安排對教師之知識分享意願有提昇效果，亦促進了知識分享行為的實踐。 三、具忠恕特質、易受人情束縛的教師，其知識分享意願愈高，而展現出的實際知識分享行為也愈多，又尤以具高忠恕特質的教師最甚。 四、教師對與其情感親密的同事相較於僅屬工作關係而交往之同事會有較高的知識分享意願，也會有較多的知識分享行為。 五、若教師所在學校文化愈趨創新求變、情感支持、法制取向，則其知識分享的意願愈高、所展現出的知識分享行為愈多；關係取向文化則與知識分享意願、行為無顯著相關。又其中， 創新求變的學校文化對教師知識分享行為的實踐尤為重要。 六、教師愈具忠恕取向特質者，其所知覺到學校文化中的情感支持程度愈高；教師愈具關係取向特質，其所知覺到學校文化中「關係取向」程度愈高。 七、教師的知識分享意願愈高，則其所展現出的知識分享行為愈多。教師具有高知識分享意願時，若學校有「研究討論會」的安排，教師的知識分享行為愈多。 八、教師愈具忠恕特質，則其知識分享意願也高，進而產生較多的知識分享行為，知識分享意願是重要的中介變項。而若教師分享的對象愈屬情感性關係者，則其知識分享意願也高，進而產生較多的知識分享行為，知識分享意願亦是重要的中介變項。但若教師處於高創新求變的學校文化中，則教師不一定知覺其有知識分享意願，甚至在違反意願的情況下可能直接產生知識分享行為。 　　最後，本研究根據上述發現針對教育實務層面與未來研究提出具體建議以供參考。 / A Study of the Relationships among Teachers’ Renqing Traits of Teachers, Interpersonal Affection, Organizational Culture and Knowledge Sharing in Junior High School By Chien-Heng Yeh Abstract The main purposes of this study were to understand the status quo of knowledge sharing willingness and behaviors among junior high school teachers, as well as examine the relationships among the teachers’ Renqing(人情) traits, interpersonal affection, organizational culture and knowledge sharing. From literature review, knowledge sharing was divided into four aspects---information sharing, action modeling, situated knowledge sharing, and knowledge co-constructing. Renqing traits were also divided into three aspects as Zhongshu(忠恕), Renqing constrain(人情束縛), and Guanxi(關係). People with zhongshu trait mean they’re kind and empathic, those with renqing constrain trait are difficult saying “no” to others and apt to be constrained by renqing, while people with guanxi trait have the belief that interacting with others is to utilize their relationship as an instrument to acquire certain kind of resource. 　　Meanwhile, the interpersonal affection variable was composed of expressive ties(情感性關係) and instrumental ties(工具性關係). The former means both parties are intimate, as well as care about each other; the latter represents the two-person relationship is just on the job. Moreover, the organizational culture in this study contains the four dimensions--- innovative flexibility, affective support, guanxi(關係取向), and law-governed orientation. This study adopts the survey method by questionnaire. A pilot test was conducted with 190 teachers. Having examined the reliability and validity of the questionnaire and revised it, the modified one was then given to the subjects who the study is targeting at. In this study, the subjects were public junior high school teachers in Taiwan. Returned valid questionnaires were amount to 583 .The collected data were analyzed through product-moment correlation, multiple regression, one-way and two-way ANOVA, canonical correlation and structural equation modeling. The conclusions of this study were as follows： (1)teachers’ willingness and behavior frequency to participate in action modeling are the least, in comparison with other aspects of knowledge sharing. (2)The information technology(IT) equipment in school and personal IT ability have the positive influence on the information sharing willingness and behaviors of teachers; the flexible curriculum time and open space arranged in the campus have the effect to facilitate the knowledge sharing willingness and behaviors of teachers. (3)The teachers with more zhongshu, renqing constrain traits have higher willingness of knowledge sharing, and more behaviors than those with less zhongshu, renqing constrain trait, especially, the zhongshu trait. (4)Teachers have higher willingness of knowledge sharing with those are expressive ties, and more behaviors than those are instrumental ties with them. (5)The three dimensions of school culture--- innovative flexibility, affective support, and law-governed orientation had all significant positive related with the willingness and behaviors of teachers’ knowledge sharing,but guanxi orientation did not.Among them, the innovative flexibility of school culture is the most important. (6)The zhongshu trait of teachers and the degree of affective support culture in school have influence on and interplay with one another. Similarly, the guanxi trait and the degree of guanxi orientation culture in school do, too. (7)Their knowledge sharing willingness and behaviors have impact on and interplay with the other. Besides, teachers with high willingness really share knowledge with colleague when the seminar was actually held in school. (8)Teachers with high zhongshu trait have more knowledge sharing behaviors, via high willingness of them.That is,the willingness is the important mediate variable. Nevertheless,teachers have more sharing behaviors to those that are expressive ties with , via high willingness of them. That is,the willingness is the important mediate variable. But if teachers were in the school of high innovative culture, they directly participated in knowledge sharing activity, not via willingness, even violating their willingness. 　　Finally, some suggestions are proposed based the aforementioned conclusions for further studies and for the practice of education.