Full metadata record
| DC Field | Value | Language |
|---|---|---|
| dc.contributor | Department of Industrial and Systems Engineering | en_US |
| dc.creator | Wong, Seng-fat | - |
| dc.identifier.uri | https://theses.lib.polyu.edu.hk/handle/200/5190 | - |
| dc.language | English | en_US |
| dc.publisher | Hong Kong Polytechnic University | - |
| dc.rights | All rights reserved | en_US |
| dc.title | A model for minimizing satisfaction gap in partnership development | en_US |
| dcterms.abstract | Good communication and satisfaction are often the major considerations in the partnership development between service providers and their subcontractors. An important measurement of satisfaction, rarely discussed, is the satisfaction gap. In this research, the satisfaction gap in partnership development is analyzed. The satisfaction gap is classified into nine cases and is described in the form of a matrix. A numerical relationship model on a knowledge-based ERP methodology is hence developed as a new objective method of narrowing gaps between different perspectives of good partnership development through harmonizing satisfaction. Traditionally, satisfaction levels are measured by fixed period or dynamic communication, interview and questionnaire survey. In this research, communication and interview that capture the tacit knowledge only are implemented by a questionnaire survey of five main service industries in Macau and their sub-contractors. This special and unexplored situation of Macau was explored through find out the dominating satisfaction gaps and how they can be clearly underpinned using information systems. The result has demonstrated that the satisfaction gap is widened by four confusing satisfaction factors (CSF), such as effectiveness, consideration, selling and marketing, and policy. A factor analysis of the CSF has shown that the core-companies have clear-cut roles of Pure Social Inferences Type and Pure Economic Inferences Type while their partners are having different expectations. Further full scale analysis extends the findings to develop the above mentioned objective relationship model that recommends corrective actions to narrow the satisfaction gap, which forms the main contribution of this research. Effective knowledge-based indexes derived from the effective grouping of the factor analysis can be used to further enrich the partnership development. The model has been introduced to the relevant industries for validation and is generally accepted by the industries. | en_US |
| dcterms.extent | xi, 323 p. : ill. ; 30 cm. | en_US |
| dcterms.isPartOf | PolyU Electronic Theses | en_US |
| dcterms.issued | 2009 | en_US |
| dcterms.educationalLevel | All Doctorate | en_US |
| dcterms.educationalLevel | Ph.D. | en_US |
| dcterms.LCSH | Hong Kong Polytechnic University -- Dissertations. | en_US |
| dcterms.LCSH | Business planning. | en_US |
| dcterms.LCSH | Partnership. | en_US |
| dcterms.LCSH | Management information systems. | en_US |
| dcterms.LCSH | Knowledge management. | en_US |
| dcterms.accessRights | open access | en_US |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| b22862808.pdf | For All Users | 3.48 MB | Adobe PDF | View/Open |
Copyright Undertaking
As a bona fide Library user, I declare that:
- I will abide by the rules and legal ordinances governing copyright regarding the use of the Database.
- I will use the Database for the purpose of my research or private study only and not for circulation or further reproduction or any other purpose.
- I agree to indemnify and hold the University harmless from and against any loss, damage, cost, liability or expenses arising from copyright infringement or unauthorized usage.
By downloading any item(s) listed above, you acknowledge that you have read and understood the copyright undertaking as stated above, and agree to be bound by all of its terms.
Please use this identifier to cite or link to this item:
https://theses.lib.polyu.edu.hk/handle/200/5190