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題名 企業知識能力與動態能力對顧客資本之影響
作者 劉育諭
貢獻者 張愛華
劉育諭
關鍵詞 顧客知識管理
動態能力
顧客資本
智慧資本
日期 2004
上傳時間 11-Sep-2009 16:58:00 (UTC+8)
摘要 近年來『智慧資本』（Intellectual Capital）越來越受到重視，而良好的顧客關係亦是對公司價值具有重大影響的無形資產；於是產生『顧客資本』的價值。若企業能將顧客知識整合到公司流程管理中，就愈能提供顧客所需要的產品及服務，提高顧客滿意度與忠誠度。\r\n本研究以問卷作為資料收集工具，以天下雜誌2004年公布國內五百大製造業和五百大服務業為研究樣本。以行銷或銷售部門主管或者對於公司市場與主要顧客熟悉的人員為受訪對象，總計有效問卷為150份；採用LISREL分析顧客知識基礎、企業顧客知識能力、動態能力及顧客資本之間的因果關係。\r\n本研究發現如下：\r\n1. 高階管理投入會對於顧客資訊流程與員工評量及獎勵制度有正向影響。企業管理顧客知識的前提就是需要高階管理人員真正重視顧客並且做出承諾。而公司鼓勵員工去瞭解和分享顧客知識，在顧客資訊流程上的實施會更有效果。\r\n2. 建議公司在發展顧客資訊流程時，應該先去瞭解過去經驗和所累積的相關顧客知識，以掌握發展顧客知識能力的路徑相依性。\r\n3. 當公司實施顧客資訊流程越成功，則可以幫助提高公司學習能力的水準。當公司實施顧客資訊流程越成功，則可以將這些資訊整合到產品或服務的設計上以滿足顧客需求。當員工受到重視顧客的評量及獎勵制度激勵時，也能夠將這些顧客知識應用在重要的工作上。\r\n4. 組織的動態能力是經由顧客知識的吸收能力去影響應用能力，然後再去影響顧客資本。所以公司顧客知識吸收能力越強，越有利於公司將這些知識應用在產品和服務流程上，應用能力就會隨著增加且有利於公司發展顧客資本。
參考文獻 參考文獻
中文文獻
1. 尤克強著(2001)，知識管理與創新，天下遠見出版股份有限公司，初版。
2. 吳萬益、林清河著（2000），企業研究方法，華泰書局。
3. 邱皓政著（2003），結構方程模式：LISREL的理論、技術與應用，雙葉書廊有限公司。
4. 周文賢著（2002），多變量統計分析 SAS/STAT使用方法，智勝文化事業有限公司。
5. 張愛華、樓永堅、吳祉芸、魏聖忠著（2005），顧客資本宣傳手冊，政治大學智慧資本研究中心。
6. 范惟翔著（2001），顧客知識管理、市場導向與行銷績效之關係研究，中正大學企業管理研究所博士論文。
7. 陳心瑜著（2002），顧客知識管理內容與關係行銷之研究，中正大學企業管理研究所，碩士論文。
8. 陳順宇著（2004），多變量分析三版，華泰書局。
9. 劉京偉譯（2000），知識管理的第一本書，勤業管理顧問公司，商周出版公司，初版。
10. 楊耀傑著（2004），影響組織動態能力因素之研究-以知識管理觀點來探討，中山大學資訊管理研究所，碩士論文。
11. 廖倩汝著（2004），顧客知識與關係行銷對新產品績效的影響-以數位內容產業為例，中正大學企業管理研究所，碩士論文。
英文文獻
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描述 碩士
國立政治大學
企業管理研究所
92355022
93
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0923550221
資料類型 thesis
dc.contributor.advisor 張愛華zh_TW
dc.contributor.author (Authors) 劉育諭zh_TW
dc.creator (作者) 劉育諭zh_TW
dc.date (日期) 2004en_US
dc.date.accessioned 11-Sep-2009 16:58:00 (UTC+8)-
dc.date.available 11-Sep-2009 16:58:00 (UTC+8)-
dc.date.issued (上傳時間) 11-Sep-2009 16:58:00 (UTC+8)-
dc.identifier (Other Identifiers) G0923550221en_US
dc.identifier.uri (URI) https://ah.lib.nccu.edu.tw/item?item_id=31222-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 企業管理研究所zh_TW
dc.description (描述) 92355022zh_TW
dc.description (描述) 93zh_TW
dc.description.abstract (摘要) 近年來『智慧資本』（Intellectual Capital）越來越受到重視，而良好的顧客關係亦是對公司價值具有重大影響的無形資產；於是產生『顧客資本』的價值。若企業能將顧客知識整合到公司流程管理中，就愈能提供顧客所需要的產品及服務，提高顧客滿意度與忠誠度。\r\n本研究以問卷作為資料收集工具，以天下雜誌2004年公布國內五百大製造業和五百大服務業為研究樣本。以行銷或銷售部門主管或者對於公司市場與主要顧客熟悉的人員為受訪對象，總計有效問卷為150份；採用LISREL分析顧客知識基礎、企業顧客知識能力、動態能力及顧客資本之間的因果關係。\r\n本研究發現如下：\r\n1. 高階管理投入會對於顧客資訊流程與員工評量及獎勵制度有正向影響。企業管理顧客知識的前提就是需要高階管理人員真正重視顧客並且做出承諾。而公司鼓勵員工去瞭解和分享顧客知識，在顧客資訊流程上的實施會更有效果。\r\n2. 建議公司在發展顧客資訊流程時，應該先去瞭解過去經驗和所累積的相關顧客知識，以掌握發展顧客知識能力的路徑相依性。\r\n3. 當公司實施顧客資訊流程越成功，則可以幫助提高公司學習能力的水準。當公司實施顧客資訊流程越成功，則可以將這些資訊整合到產品或服務的設計上以滿足顧客需求。當員工受到重視顧客的評量及獎勵制度激勵時，也能夠將這些顧客知識應用在重要的工作上。\r\n4. 組織的動態能力是經由顧客知識的吸收能力去影響應用能力，然後再去影響顧客資本。所以公司顧客知識吸收能力越強，越有利於公司將這些知識應用在產品和服務流程上，應用能力就會隨著增加且有利於公司發展顧客資本。zh_TW
dc.description.tableofcontents 目次\r\n目次……………………………………………………………………………………i\r\n表次……………………………………………………………………………………ii\r\n圖次…………………………………………………………………………………...iii\r\n第一章 緒論…………………………………………………………………………..1\r\n第一節 研究動機………………………………………………………………..1\r\n第二節 研究目的………………………………………………………………..4\r\n第三節 研究流程………………………………………………………………..4\r\n第二章 文獻探討……………………………………………………………………..6\r\n第一節 顧客知識管理…………………………………………………………..6\r\n第二節 顧客知識能力…………………………………………………………16\r\n第三節 顧客資本………………………………………………………………24\r\n第四節 顧客知識能力與顧客資本關係………………………………………33\r\n第三章 研究方法……………………………………………………………………34\r\n第一節 研究架構及假說推論…………………………………………………34\r\n第二節 研究變數定義與量表…………………………………………………38\r\n第三節 資料收集及分析方法…………………………………………………45\r\n第四章 資料分析與結果……………………………………………………………52\r\n第一節 基本資料分析…………………………………………………………52\r\n第二節 信度與效度分析………………………………………………………55\r\n第三節 衡量模式品質評估……………………………………………………58\r\n第四節 結構模式品質評估……………………………………………………62\r\n第五節 研究假設檢定結果……………………………………………………68\r\n第五章 結論與建議…………………………………………………………………69\r\n第一節 研究發現………………………………………………………………69\r\n第二節 實務意涵………………………………………………………………71\r\n第三節 研究限制………………………………………………………………72\r\n第四節 後續研究建議…………………………………………………………73\r\n參考文獻……………………………………………………………………………..74\r\n 中文部分………………………………………………………………………..74\r\n 英文部分………………………………………………………………………..74\r\n附錄..............................................................................................................................79zh_TW
dc.language.iso en_US-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0923550221en_US
dc.subject (關鍵詞) 顧客知識管理zh_TW
dc.subject (關鍵詞) 動態能力zh_TW
dc.subject (關鍵詞) 顧客資本zh_TW
dc.subject (關鍵詞) 智慧資本zh_TW
dc.title (題名) 企業知識能力與動態能力對顧客資本之影響zh_TW
dc.type (資料類型) thesisen
dc.relation.reference (參考文獻) 參考文獻zh_TW
dc.relation.reference (參考文獻) 中文文獻zh_TW
dc.relation.reference (參考文獻) 1. 尤克強著(2001)，知識管理與創新，天下遠見出版股份有限公司，初版。zh_TW
dc.relation.reference (參考文獻) 2. 吳萬益、林清河著（2000），企業研究方法，華泰書局。zh_TW
dc.relation.reference (參考文獻) 3. 邱皓政著（2003），結構方程模式：LISREL的理論、技術與應用，雙葉書廊有限公司。zh_TW
dc.relation.reference (參考文獻) 4. 周文賢著（2002），多變量統計分析 SAS/STAT使用方法，智勝文化事業有限公司。zh_TW
dc.relation.reference (參考文獻) 5. 張愛華、樓永堅、吳祉芸、魏聖忠著（2005），顧客資本宣傳手冊，政治大學智慧資本研究中心。zh_TW
dc.relation.reference (參考文獻) 6. 范惟翔著（2001），顧客知識管理、市場導向與行銷績效之關係研究，中正大學企業管理研究所博士論文。zh_TW
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