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題名 資訊科技應用於服務導向的組織之研究
The exploitation of information technology in a service-oriented organization
作者 伍育興
Wu, Yu Hsing
貢獻者 尚孝純
Shang, Shari S. C.
伍育興
Wu, Yu Hsing
關鍵詞 服務導向型組織
資訊科技之利用
資訊科技的角色
service-oriented organization
ICT exploitation
IT role
日期 2008
上傳時間 14-Sep-2009 09:15:02 (UTC+8)
摘要 none
The term “service orientation” has been explained in different ways in the literature and is often associated with terms such as market orientation, customer orientation, and being customer centered—all while never deviating from the firm’s core purpose—in order to satisfy customers’ needs and offer services that they want. A service-oriented organization focuses on what customers really need and want in order to make them feel satisfied. Considerable research has shown that organizations are more successful when they focus on a service orientation.
      Information technology plays an important role in the development of business orientation. Cases like Walmart involve such things as the application of the barcode, RFID, and a Continuous Replenishment System to ensure that the company has the right product shipped on time, to any store in the world. Information technologies with different functions, including business integration, business analysis, mobile communication, and collaboration, have played different roles in enabling service orientation in a firm. On the other hand, industries with different customer requirements have applied these functions in different ways. There is a need for a broad understanding of how these diverse kinds of information technologies enable service orientation in various types of firms.
      The study attempts to build insights about what a service-oriented organization is and what the roles information technology plays in a service-oriented organization to satisfy customers’ needs and wants. First, we study the characteristics of service orientations, then we analyze the use of information technology in these kinds of organizations. Next, multiple case studies are conducted to trace IT use in these organizations. Based on cross-industry and cross-case analysis, we examine the motivation for IT use for service orientation, the management of IT adoption, the difference of the IT role to enable service orientation in organizations, and the paths of IT use for service orientation in different industries.
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3. Athanassopoulos, A. D. (2000). Customer satisfaction cues to support market segmentation and explain switching behavior. Journal of Business Research, 47(3), 191-207.
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描述 碩士
國立政治大學
資訊管理研究所
96356025
97
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0096356025
資料類型 thesis
dc.contributor.advisor 尚孝純zh_TW
dc.contributor.advisor Shang, Shari S. C.en_US
dc.contributor.author (Authors) 伍育興zh_TW
dc.contributor.author (Authors) Wu, Yu Hsingen_US
dc.creator (作者) 伍育興zh_TW
dc.creator (作者) Wu, Yu Hsingen_US
dc.date (日期) 2008en_US
dc.date.accessioned 14-Sep-2009 09:15:02 (UTC+8)-
dc.date.available 14-Sep-2009 09:15:02 (UTC+8)-
dc.date.issued (上傳時間) 14-Sep-2009 09:15:02 (UTC+8)-
dc.identifier (Other Identifiers) G0096356025en_US
dc.identifier.uri (URI) https://nccur.lib.nccu.edu.tw/handle/140.119/31099-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 資訊管理研究所zh_TW
dc.description (描述) 96356025zh_TW
dc.description (描述) 97zh_TW
dc.description.abstract (摘要) nonezh_TW
dc.description.abstract (摘要) The term “service orientation” has been explained in different ways in the literature and is often associated with terms such as market orientation, customer orientation, and being customer centered—all while never deviating from the firm’s core purpose—in order to satisfy customers’ needs and offer services that they want. A service-oriented organization focuses on what customers really need and want in order to make them feel satisfied. Considerable research has shown that organizations are more successful when they focus on a service orientation.
      Information technology plays an important role in the development of business orientation. Cases like Walmart involve such things as the application of the barcode, RFID, and a Continuous Replenishment System to ensure that the company has the right product shipped on time, to any store in the world. Information technologies with different functions, including business integration, business analysis, mobile communication, and collaboration, have played different roles in enabling service orientation in a firm. On the other hand, industries with different customer requirements have applied these functions in different ways. There is a need for a broad understanding of how these diverse kinds of information technologies enable service orientation in various types of firms.
      The study attempts to build insights about what a service-oriented organization is and what the roles information technology plays in a service-oriented organization to satisfy customers’ needs and wants. First, we study the characteristics of service orientations, then we analyze the use of information technology in these kinds of organizations. Next, multiple case studies are conducted to trace IT use in these organizations. Based on cross-industry and cross-case analysis, we examine the motivation for IT use for service orientation, the management of IT adoption, the difference of the IT role to enable service orientation in organizations, and the paths of IT use for service orientation in different industries.		en_US
dc.description.tableofcontents CHAPTER 1: INTRODUCTION 1
     CHAPTER 2: LITERATURE REVIEW 4
      2.1. What is service? 4
      2.2. Market orientation 4
     2.3. Customer orientation 5
      2.4. Service orientation 5
     2.5. Contrasting market orientation, customer orientation, and service orientation 6
      2.6. The characteristics of service orientation 7
      2.7. IT for service orientation 9
      2.8. The building of roles of IT for service orientation 12
      2.9. The category of IT 13
     CHAPTER 3: RESEARCH METHODOLOGY 15
     3.1 Research Process 15
     3.2 Data collection 16
     3.3 Single Case Analysis 18
     3.4 Cross Case Analysis 18
     CHAPTER 4: RESEARCH RESULTS 20
     4.1 Banking - Company A 20
     4.2 Banking - Company B 22
     4.3 Banking - Company C 24
     4.4 Manufacturing - Company D 27
     4.5 Manufacturing - Company E 29
     4.6 Manufacturing - Company F 31
     4.7 E-service - Company G 33
     4.8 E-service - Company H 36
     4.9 Retail - Company I 38
     4.10 Cross Case Analysis 40
     CHAPTER 5: DISCUSSION 47
      5.1 The motivation of IT use 47
     5.2 Management of IT adoption 48
     5.3 The role of IT on organization strategy 51
     5.4 The path of IT use for service orientation 53
     CHAPTER 6: CONCLUSION 55
     6.1 Summary 55
     6.2 Academic and Managerial Implications 56
     6.3 Limitation and Future Research 56
     REFERENCES 57
     APPENDIX A. A Semi-Structured Questionnaire 63		zh_TW
dc.language.iso en_US-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0096356025en_US
dc.subject (關鍵詞) 服務導向型組織zh_TW
dc.subject (關鍵詞) 資訊科技之利用zh_TW
dc.subject (關鍵詞) 資訊科技的角色zh_TW
dc.subject (關鍵詞) service-oriented organizationen_US
dc.subject (關鍵詞) ICT exploitationen_US
dc.subject (關鍵詞) IT roleen_US
dc.title (題名) 資訊科技應用於服務導向的組織之研究zh_TW
dc.title (題名) The exploitation of information technology in a service-oriented organizationen_US
dc.type (資料類型) thesisen
dc.relation.reference (參考文獻) 1. Aaker, D. A. (1988). Strategic Market Management (2nd ed.). New York: Wiley & Sons, Inc.zh_TW
dc.relation.reference (參考文獻) 2. Alt, R., & Puschmann, T. (2005). Developing customer process orientation: the case of Pharma Corp. Business Process Management Journal, 11(4), 297-315.zh_TW
dc.relation.reference (參考文獻) 3. Athanassopoulos, A. D. (2000). Customer satisfaction cues to support market segmentation and explain switching behavior. Journal of Business Research, 47(3), 191-207.zh_TW
dc.relation.reference (參考文獻) 4. Berry, L. L., Shankar, V., Parish, J. T., Cadwallader, S., & Dotzel, T. (2006). Creating New Markets Through Service Innovation. MIT Sloan Management Review, 47(2), 56-63.zh_TW
dc.relation.reference (參考文獻) 5. Best, R. J. (1997). Market-based Management: Strategies for Growing Customer Value and Profitability. New Jersey: Prentice Hall.zh_TW
dc.relation.reference (參考文獻) 6. Boles, J. S., Babin, B. J., Brashear, T. G., & Brooks, C. (2001). An examination of the relationships between retail work environments, salesperson selling orientation-customer orientation and job performance. Journal of Marketing Theory and Practice, 9(3), 1-13.zh_TW
dc.relation.reference (參考文獻) 7. Bowen, D. E., Siehl, C., & Schneider, B. (1989). A framework for analyzing customer service orientations in manufacturing. Academy of Management. The Academy of Management Review, 14(1), 75-95.zh_TW
dc.relation.reference (參考文獻) 8. Brady, M. K., & Cronin, J. J. (2001). Customer orientation: Effects on customer service perceptions and outcome behaviors. Journal of Service Research : JSR, 3(3), 241-251.zh_TW
dc.relation.reference (參考文獻) 9. Business-Wire. (2007). YourCity.MD rolls out fair and constructive doctor rating/patient feedback system on its 301 local healthcare web sites. Business Wire.zh_TW
dc.relation.reference (參考文獻) 10. Business-Wire. (2009). Wedding paper divas new functionality offers innovative, new online customization process. Business Wire.zh_TW
dc.relation.reference (參考文獻) 11. Cameron, D., & Joyce, P. (2001, 3-4 December 2001). The adoption and use of electronic banking by SMEs in Australia. Paper presented at the Proceedings 6th Annual CollECTeR Conference on Electronic Commerce, Coffs Harbour, NSW, Australia.zh_TW
dc.relation.reference (參考文獻) 12. Chen, C.-K., Yu, C.-H., Yang, S.-J., & Chang, H.-C. (2004). A customer-oriented service-enhancement system for the public sector. Managing Service Quality, 14(5), 414-425.zh_TW
dc.relation.reference (參考文獻) 13. Chilimo, W. L., & Sanga, C. (2006). Towards effective knowledge management practices for agricultural informationspecialists in Tanzania. SCESCAL XVII.zh_TW
dc.relation.reference (參考文獻) 14. CIA. (2008). The World Factbook. from https://www.cia.gov/library/publications/the-world-factbook/fields/2012.htmlzh_TW
dc.relation.reference (參考文獻) 15. Cran, D. J. (1994). Towards validation of the service orientation construct. The Service Industries Journal, 14(1), 34-44.zh_TW
dc.relation.reference (參考文獻) 16. Dasgupta, S., Granger, M., & McGarry, N. (2002). User Acceptance of E-Collaboration Technology: An Extension of the Technology Acceptance Model. Group Decision and Negotiation, 11(2), 87-100.zh_TW
dc.relation.reference (參考文獻) 17. Davenport, T. H., & Harris, J. G. (2007). Competing on Analytics: The New Science of Winning: Harvard Business School Press.zh_TW
dc.relation.reference (參考文獻) 18. Davenport, T. H., & Stoddard, D. B. (1994). Reengineering: Business change of mythic proportions? MIS Quarterly, 18(2), 121-127.zh_TW
dc.relation.reference (參考文獻) 19. Day, G. S., & Wensley, R. (1988). Assessing advantage: A framework for diagnosing competitive. Journal of Marketing, 52(2), 1-20.zh_TW
dc.relation.reference (參考文獻) 20. Deshpandé, R., & Farley, J. U. (1996). Understanding market orientation: A prospectively designed meta-analysis of three market orientation scales. Marketing Science Institute: Technical Working Paper Series, 96-125.zh_TW
dc.relation.reference (參考文獻) 21. Deshpande, R., Farley, J. U., & Webster, F. E., Jr. (1993). Corporate culture, customer orientation, and innovativeness. Journal of Marketing, 57(1), 23-37.zh_TW
dc.relation.reference (參考文獻) 22. Dunlap, B. J., Dotson, M. J., & Chambers, T. M. (1988). Perceptions of real-estate brokers and buyers: A sales-Orientation, customer-orientation approach. Journal of Business Research, 17(2), 175-187.zh_TW
dc.relation.reference (參考文獻) 23. Edvardsson, B., Gustafsson, A., & Roos, I. (2005). Service portraits in service research: A critical review. International Journal of Service Industry Management, 16(1), 107-121.zh_TW
dc.relation.reference (參考文獻) 24. Fortt, J. (2008). Michael Dell `friends` his customers. Fortune, 158(5), 35.zh_TW
dc.relation.reference (參考文獻) 25. Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. Journal of Marketing, 58(2), 1-24.zh_TW
dc.relation.reference (參考文獻) 26. Gernon, T. (2008). An IT department that means business. CIO, 21(20), 52-53.zh_TW
dc.relation.reference (參考文獻) 27. Grönroos, C. (1990). Service management and marketing. Lexington: Lexington Books.zh_TW
dc.relation.reference (參考文獻) 28. Gregg, M. H. (2007). How to be market-savvy. CIO, 21(5), 85-89.zh_TW
dc.relation.reference (參考文獻) 29. Gupta, S. D. (2003). Cover story: Business intelligence Network Magazine, July.zh_TW
dc.relation.reference (參考文獻) 30. Hall, D. (1992). The Hallmarks for Successful Business. London: Mercury Books.zh_TW
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