| dc.contributor.advisor | 尚孝純 | zh_TW |
| dc.contributor.advisor | Shang, Shari S. C. | en_US |
| dc.contributor.author (作者) | 伍育興 | zh_TW |
| dc.contributor.author (作者) | Wu, Yu Hsing | en_US |
| dc.creator (作者) | 伍育興 | zh_TW |
| dc.creator (作者) | Wu, Yu Hsing | en_US |
| dc.date (日期) | 2008 | en_US |
| dc.date.accessioned | 14-九月-2009 09:15:02 (UTC+8) | - |
| dc.date.available | 14-九月-2009 09:15:02 (UTC+8) | - |
| dc.date.issued (上傳時間) | 14-九月-2009 09:15:02 (UTC+8) | - |
| dc.identifier (其他 識別碼) | G0096356025 | en_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) | 96356025 | zh_TW |
| dc.description (描述) | 97 | zh_TW |
| dc.description.abstract (摘要) | none | zh_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/#G0096356025 | en_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 organization | en_US |
| dc.subject (關鍵詞) | ICT exploitation | en_US |
| dc.subject (關鍵詞) | IT role | en_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 organization | en_US |
| dc.type (資料類型) | thesis | en |
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