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題名 顧客知識流程、回應能力及組織績效之研究：動態能力觀點
The study of customer knowledge management processes, response capabilities and organizational performance: A perspective of dynamic capabilities
作者 鍾純勝
貢獻者 李有仁
鍾純勝
關鍵詞 顧客知識管理流程
動態能力
顧客回應能力
組織績效
日期 2009
上傳時間 4-Sep-2013 16:57:33 (UTC+8)
摘要 本研究主要目的為根據文獻進行顧客知識管理流程的分類及定義，並且依據動態能力觀點來驗證這些流程對於顧客回應能力(顧客回應速度及顧客回應專長)和組織績效(財務績效及非財務績效)的影響。本研究也進一步驗證互動管理對於顧客知識管理流程與顧客回應能力之間關係的調節效果。經由對於台灣千大企業問卷調查所回收的資料進行分析，結果顯示，在顧客回應能力方面，顧客知識協作及產生流程將會正向影響顧客回應速度。而顧客知識分析及產生流程將會正向影響顧客回應專長。在組織績效方面，顧客回應速度只對於非財務績效具有正向影響，而顧客回應專長對於財務績效及非財務績效皆具有正向影響。本研究也進一步驗證顧客回應能力之中介效果，顧客回應速度方面，顧客回應速度具有顧客知識創造對於非財務績效之完全中介效果。顧客回應專長方面，顧客回應專長具有顧客知識分析對於財務績效之部分中介效果，以及具有顧客知識分析對於非財務績效之部分中介效果，也具有顧客知識創造對於非財務績效之完全中介效果。互動管理的調節效果，在顧客知識管理流程與顧客回應速度關係方面，互動管理負向調節顧客知識協作與顧客回應速度之關係，也正向調節顧客知識創造與顧客回應速度之關係。在顧客知識管理流程與顧客回應專長關係方面，互動管理負向調節顧客知識紀錄與顧客回應專長之關係，還有正向調節顧客知識分析與顧客回應專長間之關係。以及負向調節顧客知識協作與顧客回應專長之關係。
參考文獻 參考文獻
英文部分：
1. Bagozzi, R. P. and Yi Y. (1988). “On the. Evaluation of Structural Equation Models,” Journal of the Academy of Marketing Science, Vol.16, No.1, pp.74-94
2. Barney, J. B. (1991) “Firm resources and sustained competitive advantage,” Journal of Management, Vol. 17, No. 1, pp. 99-120.
3. Baron, R. M., & Kenny, D. A. (1986), “The moderator- mediator variable distinction in social psychological research: Conceptual, strategic, and statistical consideration,” Journal of Personality and Social Psychology, Vol.51, No.6, pp.1173-1182.
4. Bryant, S. E. and Terborg, J. R. (1998) “Impact of peer mentor training on creating and sharing organizational knowledge,” Journal of Managerial Issues, Vol. 20, No. 1, pp. 11-29
5. Campbell, A.J. (2003) “Creating customer knowledge competence: managing customer relationship management programs strategically,” Industrial Marketing Management, Vol. 32 No. 5, pp. 375-83.
6. Chen, Y.H. and Su, C.T. (2006) “A Kano-CKM Model for Customer Knowledge Discovery,” Total Quality Management, Vol. 17, No. 5, pp. 589–608.
7. Cohen, J. and Levinthal, D.A. (1990) “Absorptive capacity: A new perspective on learning and innovation,” Administrative Science Quarterly, Vol. 35, No. 1, pp. 554–571.
8. Desai, D., Sahu, S. and Sinha, P. K. (2007) “Role of dynamic capability and information technology in customerrelationship management: A Study of Indian Companies,” Vikalpa: The Journal for Decision Makers, Vol. 32, No. 4, pp. 45-62.
9. Deshpande, R., Farley, J.U., and Webster, F.E. (1993) “Corporate culture, customer orientation and innovativeness in Japanese firms: a quadrad analysis,” Journal of Marketing, Vol. 57, No. 1, pp. 23-27
10. Dess, G. G., and Robinson, R. E. J. (1984) “Measuring organizational performance in the absence of objective measures: The case of the privately-held firm and conglomerate business unit,” Strategic Management Journal, Vol. 5, No. 3, pp. 265-273.
11. Dickson, P.R. (1992) “Toward a general theory of competitive rationality,” Journal of Marketing, Vol. 56, No.1, pp. 69-83.
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13. Eisenhardt, K. M. and Martin, J. A. (2000) “Dynamic capabilities: what are they,” Strategic Management Journal, Vol. 21, No. 10/11, pp. 1105-1121.
14. Erat, P., Desouza, K. C., Scha¨fer-Jugel, A., and Kurzawa, M. (2006) “Business customer communities and knowledge sharing: exploratory study of critical issues,” European Journal of Information Systems, Vol. 15, No. 5, pp. 511–524.
15. Fornell, C. & Larcker, D. F. (1981), “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error,” Journal of Marketing Research, Vol. 18, No.3, pp.39-50.
16. Gales, L. and Mansour-Cole, D. (1995) “User involvement in innovation projects: toward an information processing model,” Journal of Engineering and Technology Management, Vol. 12, No. 1-2, pp. 77-109.
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18. Gebert, H., Geib, M., Kolbe, L., and Brenner, W. (2003) “Customer relationship management: integrated customer relationship management and knowledge management concepts,” Journal of Knowledge Management, Vol. 7, No. 5, pp. 107-123.
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中文部分：
1. 陳文翰(2005). 運用顧客知識管理以提升CRM效益 國立政治大學資訊管理所碩士論文
描述 碩士
國立政治大學
資訊管理研究所
97356032
98
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0097356032
資料類型 thesis
dc.contributor.advisor 李有仁zh_TW
dc.contributor.author (Authors) 鍾純勝zh_TW
dc.creator (作者) 鍾純勝zh_TW
dc.date (日期) 2009en_US
dc.date.accessioned 4-Sep-2013 16:57:33 (UTC+8)-
dc.date.available 4-Sep-2013 16:57:33 (UTC+8)-
dc.date.issued (上傳時間) 4-Sep-2013 16:57:33 (UTC+8)-
dc.identifier (Other Identifiers) G0097356032en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/60208-
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) 97356032zh_TW
dc.description (描述) 98zh_TW
dc.description.abstract (摘要) 本研究主要目的為根據文獻進行顧客知識管理流程的分類及定義，並且依據動態能力觀點來驗證這些流程對於顧客回應能力(顧客回應速度及顧客回應專長)和組織績效(財務績效及非財務績效)的影響。本研究也進一步驗證互動管理對於顧客知識管理流程與顧客回應能力之間關係的調節效果。經由對於台灣千大企業問卷調查所回收的資料進行分析，結果顯示，在顧客回應能力方面，顧客知識協作及產生流程將會正向影響顧客回應速度。而顧客知識分析及產生流程將會正向影響顧客回應專長。在組織績效方面，顧客回應速度只對於非財務績效具有正向影響，而顧客回應專長對於財務績效及非財務績效皆具有正向影響。本研究也進一步驗證顧客回應能力之中介效果，顧客回應速度方面，顧客回應速度具有顧客知識創造對於非財務績效之完全中介效果。顧客回應專長方面，顧客回應專長具有顧客知識分析對於財務績效之部分中介效果，以及具有顧客知識分析對於非財務績效之部分中介效果，也具有顧客知識創造對於非財務績效之完全中介效果。互動管理的調節效果，在顧客知識管理流程與顧客回應速度關係方面，互動管理負向調節顧客知識協作與顧客回應速度之關係，也正向調節顧客知識創造與顧客回應速度之關係。在顧客知識管理流程與顧客回應專長關係方面，互動管理負向調節顧客知識紀錄與顧客回應專長之關係，還有正向調節顧客知識分析與顧客回應專長間之關係。以及負向調節顧客知識協作與顧客回應專長之關係。zh_TW
dc.description.tableofcontents 一、 研究背景與目的
1.1 研究背景1
1.2 研究目的2
1.3 研究流程圖3
二、 文獻探討
2.1 顧客知識管理
2.1.1 顧客知識4
2.1.2 顧客知識管理流程分類及定義5
2.1.3 知識管理、顧客關係管理與顧客知識管理比較10
2.2 動態能力12
2.2.1 顧客回應能力16
2.2.2 動態能力與顧客回應能力17
2.3 組織績效19
三、 研究架構及假設
3.1 研究架構20
3.2 研究假設21
四、 研究方法
4.1 資料蒐集27
4.2 問卷衡量29
4.3 資料分析方法31
4.4 分析結果32
4.4.1 樣本敘述統計32
4.4.2 驗證性因素分析33
4.4.3 信、效度評估36
4.4.4 共同方法變異檢測38
4.4.5 假設檢定39
五、 結論47
六、 管理意涵50
七、 研究限制與未來研究方向52
附錄、問卷
參考文獻		zh_TW
dc.format.extent 1068077 bytes-
dc.format.mimetype application/pdf-
dc.language.iso en_US-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0097356032en_US
dc.subject (關鍵詞) 顧客知識管理流程zh_TW
dc.subject (關鍵詞) 動態能力zh_TW
dc.subject (關鍵詞) 顧客回應能力zh_TW
dc.subject (關鍵詞) 組織績效zh_TW
dc.title (題名) 顧客知識流程、回應能力及組織績效之研究：動態能力觀點zh_TW
dc.title (題名) The study of customer knowledge management processes, response capabilities and organizational performance: A perspective of dynamic capabilitiesen_US
dc.type (資料類型) thesisen
dc.relation.reference (參考文獻) 參考文獻
英文部分：
1. Bagozzi, R. P. and Yi Y. (1988). “On the. Evaluation of Structural Equation Models,” Journal of the Academy of Marketing Science, Vol.16, No.1, pp.74-94
2. Barney, J. B. (1991) “Firm resources and sustained competitive advantage,” Journal of Management, Vol. 17, No. 1, pp. 99-120.
3. Baron, R. M., & Kenny, D. A. (1986), “The moderator- mediator variable distinction in social psychological research: Conceptual, strategic, and statistical consideration,” Journal of Personality and Social Psychology, Vol.51, No.6, pp.1173-1182.
4. Bryant, S. E. and Terborg, J. R. (1998) “Impact of peer mentor training on creating and sharing organizational knowledge,” Journal of Managerial Issues, Vol. 20, No. 1, pp. 11-29
5. Campbell, A.J. (2003) “Creating customer knowledge competence: managing customer relationship management programs strategically,” Industrial Marketing Management, Vol. 32 No. 5, pp. 375-83.
6. Chen, Y.H. and Su, C.T. (2006) “A Kano-CKM Model for Customer Knowledge Discovery,” Total Quality Management, Vol. 17, No. 5, pp. 589–608.
7. Cohen, J. and Levinthal, D.A. (1990) “Absorptive capacity: A new perspective on learning and innovation,” Administrative Science Quarterly, Vol. 35, No. 1, pp. 554–571.
8. Desai, D., Sahu, S. and Sinha, P. K. (2007) “Role of dynamic capability and information technology in customerrelationship management: A Study of Indian Companies,” Vikalpa: The Journal for Decision Makers, Vol. 32, No. 4, pp. 45-62.
9. Deshpande, R., Farley, J.U., and Webster, F.E. (1993) “Corporate culture, customer orientation and innovativeness in Japanese firms: a quadrad analysis,” Journal of Marketing, Vol. 57, No. 1, pp. 23-27
10. Dess, G. G., and Robinson, R. E. J. (1984) “Measuring organizational performance in the absence of objective measures: The case of the privately-held firm and conglomerate business unit,” Strategic Management Journal, Vol. 5, No. 3, pp. 265-273.
11. Dickson, P.R. (1992) “Toward a general theory of competitive rationality,” Journal of Marketing, Vol. 56, No.1, pp. 69-83.
12. Døving, E. and Gooderham, P. N. (2008) “Dynamic capabilities as antecedents of the scope of related diversification: the case of small firm accountancy practices,” Strategic Management Journal, Vol. 29, No. 8, pp. 841-857.
13. Eisenhardt, K. M. and Martin, J. A. (2000) “Dynamic capabilities: what are they,” Strategic Management Journal, Vol. 21, No. 10/11, pp. 1105-1121.
14. Erat, P., Desouza, K. C., Scha¨fer-Jugel, A., and Kurzawa, M. (2006) “Business customer communities and knowledge sharing: exploratory study of critical issues,” European Journal of Information Systems, Vol. 15, No. 5, pp. 511–524.
15. Fornell, C. & Larcker, D. F. (1981), “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error,” Journal of Marketing Research, Vol. 18, No.3, pp.39-50.
16. Gales, L. and Mansour-Cole, D. (1995) “User involvement in innovation projects: toward an information processing model,” Journal of Engineering and Technology Management, Vol. 12, No. 1-2, pp. 77-109.
17. Garcı´a-Murillo, M. and Annabi, H. (2002) “Customer knowledge management,” Journal of the Operational Research Society, Vol. 53, No. 8, pp. 875-884.
18. Gebert, H., Geib, M., Kolbe, L., and Brenner, W. (2003) “Customer relationship management: integrated customer relationship management and knowledge management concepts,” Journal of Knowledge Management, Vol. 7, No. 5, pp. 107-123.
19. Gerbing, D. W., & Anderson, J. C. (1988), “An update paradigm for scale development incorporating unidimensionality and its assessment,” Journal of Marketing Research, 15, pp.186-192.
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中文部分：
1. 陳文翰(2005). 運用顧客知識管理以提升CRM效益 國立政治大學資訊管理所碩士論文		zh_TW