頻繁的產品傷害危機（product-harm crisis）以及隨之而來的產品召回已經引起了公眾的廣泛關注。在此背景下，企業一方面應該有效的應對產品召回，另外一方面應該提高產品品質，從而避免產品傷害事件的發生。然而，由於品質問題已經超越了企業自身的範疇，傳統的以企業為中心的品質管理理論對管理供應鏈品質不具有指導意義。 / 在第一個研究中，我們通過深入案例研究來鑒別供應鏈品質管理體系的關鍵組成部分，在經過嚴格的案例對比分析後，我們識別出了供應鏈品質管理體系的6個重要組成部分，並提出了供應鏈質量管理的定義，以及一個完整的供應鏈品質管理模型。 / 第二個研究主要是分析在上一個研究中提出的供應鏈品質管理模型的有效性。通過實證的方法證明該模型的有效性對於該理論的發展具有重要的意義。通過分析400份基於中國製造商的問卷調查資料，我們發現供應鏈品質管理模型有助於提高企業的品質績效。 / 第三個研究主要側重于從消費者的角度探討不同產品召回策略的影響。具體來說，此研究在組織合法性理論（organizational legitimacy theory），服務主導邏輯（service-dominant logic）和雙因素理論（two-factor theory）的基礎上，探討產品召回主動性和補償策略如何影響消費者感知的組織合法性和再次購買傾向。通過實驗驗證，我們發現產品召回的主動性和補償策略對消費者感知的組織合法性及再次購買傾向具有顯著直接影響和交互作用影響。同時，消費者感知的組織合法性在召回策略（召回主動性和補償策略）和再次購買傾向關係中起到仲介作用。 / 總體上來說，本論文促進了供應鏈品質管理理論的發展，加深了對不同召回策略有效性的理解。同時，本論文也將為企業建立有效的供應鏈品質管理和產品召回系統提供指導。 / In the context of frequent product-harm crisis and product recalls, on the one hand, companies should make efforts to handle the recalls effectively; on the other hand, they should improve quality to prevent the recurrence of product-harm crises. However, as the quality issue goes beyond the scope of the organization, the traditional firm-centric quality management theory has limited implications for managing supply chain quality. / In the first study, we identified the six key components of SCQM and proposed a definition of SCQM and a holistic SCQM framework through in-depth case studies. The second study strived to empirically test the effectiveness of SCQM system that we proposed by analyzing the 400 survey samples collected from manufacturing companies in Mainland China. The results showed that SCQM system could help companies to achieve high quality performance. The third study investigated the effectiveness of different product recall strategies (recall proactiveness and compensation) from the consumers’ perspective, based on the organizational legitimacy theory, service-dominant logic and two-factor theory. Through the scenario experiment, we found significant main effect and interaction effect of recall proactiveness and compensation on consumers’ perception of organizational legitimacy and repurchase intention. Moreover, the perceived organizational legitimacy will mediate the relationship between recall strategies (proactiveness and compensation) and repurchase intention. / In summary, this dissertation will advance the development of supply chain quality management theory and enrich understanding of the effectiveness of different product recalls strategies. In addition, it will provide guidelines for companies to establish the supply chain quality management and product recalls system. / Detailed summary in vernacular field only. / Detailed summary in vernacular field only. / Detailed summary in vernacular field only. / Detailed summary in vernacular field only. / Detailed summary in vernacular field only. / Hu, Haiju. / Thesis (Ph.D.)--Chinese University of Hong Kong, 2013. / Includes bibliographical references (leaves 129-140). / Electronic reproduction. Hong Kong : Chinese University of Hong Kong, [2012] System requirements: Adobe Acrobat Reader. Available via World Wide Web. / Abstract also in Chinese. / ABSTRACT --- p.I / ABSTRACT (CHINESE) --- p.III / ACKNOWLEDGEMENTS --- p.V / TABLE OF CONTENTS --- p.VI / LIST OF FIGURES --- p.VIII / LIST OF TABLES --- p.IX / Chapter Chapter 1 --- Introduction --- p.1 / Chapter 1.1 --- Research Motivations and Research Questions --- p.1 / Chapter 1.2 --- Research Objectives --- p.7 / Chapter 1.3 --- Organization of Dissertation --- p.7 / Chapter Chapter 2 --- Literature Review --- p.9 / Chapter 2.1 --- Quality Management --- p.9 / Chapter 2.2 --- Supply Chain Quality Management --- p.17 / Chapter 2.3 --- Product Recalls --- p.22 / Chapter Chapter 3 --- Conceptualization of Supply Chain Quality Management --- p.30 / Chapter 3.1 --- Introduction --- p.30 / Chapter 3.2 --- Research Methodology --- p.31 / Chapter 3.3 --- Within-case Analysis --- p.34 / Chapter 3.4 --- Cross-case Analysis --- p.43 / Chapter 3.5 --- Definition of Supply Chain Quality Management --- p.60 / Chapter 3.6 --- Supply Chain Quality Management Framework --- p.61 / Chapter 3.7 --- Conclusions and Discussion --- p.65 / Chapter Chapter 4 --- Effects of Supply Chain Quality Management on Quality Performance --- p.67 / Chapter 4.1 --- Introduction --- p.67 / Chapter 4.2 --- Research Hypotheses --- p.68 / Chapter 4.3 --- Research Methodology --- p.84 / Chapter 4.4 --- Analysis and Results --- p.88 / Chapter 4.5 --- Conclusions and Discussion --- p.99 / Chapter Chapter 5 --- Effects of Different Recall Strategies on Consumer Reaction --- p.103 / Chapter 5.1 --- Introduction --- p.103 / Chapter 5.2 --- Theoretical Background and Research Hypotheses --- p.104 / Chapter 5.3 --- Research Methodology --- p.110 / Chapter 5.4 --- Analysis and Results --- p.112 / Chapter 5.5 --- Conclusions and Discussion --- p.117 / Chapter Chapter 6 --- Summary --- p.119 / Chapter 6.1 --- Overview --- p.119 / Chapter 6.2 --- Theoretical Contributions --- p.120 / Chapter 6.3 --- Managerial Contributions --- p.121 / Chapter 6.4 --- Limitations and Future Research Directions --- p.121 / Chapter Appendix 1 --- Measurement Instrument for Chapter 4 --- p.123 / Chapter Appendix 2 --- Measurement Items for Chapter 5 --- p.127 / Reference --- p.129
| Identifer | oai:union.ndltd.org:cuhk.edu.hk/oai:cuhk-dr:cuhk_328155 |
| Date | January 2013 |
| Contributors | Hu, Haiju., Chinese University of Hong Kong Graduate School. Division of Business Administration. |
| Source Sets | The Chinese University of Hong Kong |
| Language | English, Chinese |
| Detected Language | English |
| Type | Text, bibliography |
| Format | electronic resource, electronic resource, remote, 1 online resource (ix, 140 leaves) : ill. (some col.) |
| Rights | Use of this resource is governed by the terms and conditions of the Creative Commons “Attribution-NonCommercial-NoDerivatives 4.0 International” License (http://creativecommons.org/licenses/by-nc-nd/4.0/) |
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