第五章 結論與建議
第三節 研究限制
6. 從中學得教訓。分析顧客抱怨的原因，公司從中改進產品、服務或程 序。公司也可以在顧客抱怨後進行處理情況的調查，以了解顧客對處 理的滿意度。
7. 別忘了其他的相關人。不只客服部門需要知道顧客抱怨，跟抱怨本身 相關的部門也需要知道。
第三節 研究限制
影響選擇決策購買的因素有很多，諸如買賣關係中的信賴、滿意、承諾、投 機行為，或者口碑關係、上次購買後的滿意度等等，本研究僅考量各廠商本身的 特徵（例如公司成立年數、公司員工數、公司資本額）及決策者的特徵（知覺風 險、涉入程度、產品知識），或許未臻完善而未將可能影響因素完整表達出來，
後續研究可以在這方面多作考量。
其次，本研究在請建設公司填答問卷時，是以高雄縣市之建設公司為研究對 象，事實上，這樣的範圍或許考量得太過狹隘，而且上下游廠商（供應商VS.
顧客）彼此間的權力關係、資源互補性／競爭性將可能產生不同的合作關係績 效，未來有興趣針對此議題研究的人，可進一步區分兩者。
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附錄：問卷
第二部分 購買者（採購員）之對衛浴設備商品的涉入程度
第四部分 購買衛浴設備產品的選擇決策模式
4.把屬性依重要性加以排列，然後依屬性的重要性高低，逐一針
________（請填數字）
第五部分、基本資料：
訪問題目：
請依過去採購衛浴設備相關產品的經驗以為回答的依據。
1. 您作採購決策時，第一優先考量的因素為何？
2. 一般而言，貴公司採購衛浴設備產品從請購開始到驗收完成，需費時多久？
3. 請問貴公司對於衛浴設備產品採購最終決定者為誰？
A. 現場工地主管 B. 採購部門
C. 高階管理者（例：總經理、董事長…）
D. 股東
E. 有關部門共同決定
4. 在採購前，您是如何得到相關資訊？
A. 由業務人員提供說明 B. 網路資訊
C. 參觀相關的商展或新產品展示會 D. 同業介紹
E. 看廠商所印的型錄或刊物 F. 其他：＿＿＿＿＿＿＿＿＿
5. 您是否覺得口碑訊息對採購衛浴設備產品有幫助？如果是，您的口碑訊息來 源主要為何？
6. 採購之前您是否曾經想主動詢問已使用者的經驗做為參考？為什麼？
7. 供應商銷售人員的專業程度愈高，您是否認為該產品或該供應商愈值得信 任？
8. 若供應商銷售人員的專業程度愈高，加上之前聽到的該產品或該供應商的正 面口碑，是否會使貴公司增強對該產品的購買意願？為什麼？
9. 若供應商銷售人員的專業程度愈高的話，即使之前聽到該產品或該供應商的 負面口碑，是否仍會改善貴公司對該產品的購買意願？為什麼？