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題名 企業電子商務平台流程創新方法研究-以某資產管理公司為例
A Methodology for Business Process Innovation on E-commerce Platform
作者 陳美杏
Chen, Mei Shing
貢獻者 尚孝純
Shang, Shari S.C.
陳美杏
Chen, Mei Shing
關鍵詞 電子商務
企業流程管理
企業流程再造
企業流程創新
企業系統規劃
服務滿意
E-commerce
Business process management
Business process reengineering
Business process innovation
Business systems planning
Service satisfaction
日期 2013
上傳時間 6-Aug-2014 11:42:20 (UTC+8)
摘要 網際網路的發展及行動裝置的普及已將電子商務的發展帶往新的競爭環境，傳統企業除須體認技術不斷創新對企業發展的重要性外，舊有的服務必須透過加入更多的附加價值才能夠增加企業的競爭能力，隨著這股電子商務創新風潮演變並延燒到全球，不論是金融業、實體零售業，皆受到這股電子商務創新風潮的影響，而這股創新的風潮甚至可能導致產業革命。企業若要維持市場競爭能力，除了要盡量降低營運成本，提高生產與管理的效率外，還要能夠滿足客戶各種需求，並應隨時檢視傳統營運流程，充份利用科技技術與生產及服務流程整合，來維持企業管理及服務的優勢，然而，電子商務雖有效簡化企業的作業成本，但跨界整合的趨勢卻也對企業發展帶來新的挑戰，因此企業如何透過一套實用的方法來發展或改善及其電子商務流程，並藉由其獨特創新的服務來加強企業的競爭優勢，更是企業當今面臨的重要議題。
然而當今學術界對於流程管理以及電子商務的研究相當多，但把流程管理應用在電子商務流程創新的研究卻相對較少，故本研究探討有關電子商務理論、企業流程管理、企業流程再造、企業流程創新、企業系統規劃、服務品質、關鍵時刻等相關文獻做為基礎，由客戶需求及服務滿意度的觀點，藉由分析及整理相關流程改善的成功關鍵因素，建構一套電子商務流程創新的方法論，以個案來進行行動研究，依據這套方法論的步驟，發掘個案電子商務流程的問題及其可改善的機會，同時藉由內部探討及借鏡外部標竿企業的創新案例，找出個案公司電子商務流程可能的創新機會，並透過理論基礎檢視本方法論的可行性後，證實透過本研究所建構之電子商務流程創新的方法論確實有其參考價值，提供目前正在發展電子商務或即將投入電子商務發展的企業，做為設計其獨特電子商務平台的參考。
The increasing use of internet and the growing popularity of mobile devices have created a new competitive environment on the Electronic Commerce (EC) platform. Businesses must develop add-on values in services to strengthen the competitiveness. Under the inevitable trend of global EC, not only the retail industry but also financial industry has been highly affected. This Innovative wave may even lead to an industrial revolution. In order to keep the market competitiveness with EC, enterprises would need to shift focus from cost, productivity and operating efficiency to customer needs. Enterprises nowadays are facing the challenges of modifying existing processes and integrated technology to provide customers with most suitable and innovative services. The research objective is to develop a practical methodology to evaluate and redesign the e-business processes of a firm and enhance their competitive advantage. This study investigated concepts and methodologies in e-commerce, business process management, business process reengineering, business process innovation, business systems planning, service quality, and moment of truth. Based on the perspectives of customers’ needs and service satisfaction, the study analyzed and integrated critical success factors of process improvement and process innovation to construct a methodology for e-business process innovation. With an action research process this study tested the proposed methodology on EC processes in a financial institution and discovered e-business process issues and innovation opportunities. The proposed methodology was validated and the feasibility of the methodology was verified by theoretical considerations, and proved to have reference value for enterprises in developing unique innovations in e-business services.
參考文獻 中文部份
1. 中華民國電子商務年鑑，2013，參照經濟部商業司
2. 楊秉哲、林鈺婷、袁慧玲，2013，SoLoMo商機大探索-創新應用案例，財團法人資訊工業策進會創新應用服務研究所
3. 方國定，2001，防救災資訊系統整體規劃，國立雲林科技大學資管所
4. 崔樹銀，2007，電子商務流程變革的理論框架研究，現代管理科學-發展戰略，2007年第4期

英文部份
1. Albrecht, K. & Bradford, L. J. (1989). The Service Advantage. Homewood, IL: Dow-Jones Irwin.
2. Altrichter, H. (1993). Teachers investigate their work:An introduction to method of action. Action research. London: Routledge.
3. Bitner, M. J., Booms, B. H. & Tetreault, M. S. (1990). "The Service Encounter: Diagnosing Favorable and Unfavorable Incidents", Journal of Marketing, Vol. 54(1), 1990, pp.71-84.
4. Davenport, Thomas (1993), Process Innovation: Reengineering work through information technology, Harvard Business School Press, Boston
5. Dolen, Willemijn M. van and Ko de Ruyter (2002), “Moderated group chat: an empirical assessment of a new e-service encounter,＂International Jounal of Service Industry management, 13(5), 496-511.
6. Ebbutt, D. (1985) Educational action research: some general concerns and specific quibbles. In R. Burgess (Ed.) Issues in educational research: qualitative methods. Lewes: The Falmer Press.
7. Elliott, J. (1991) Action Research for Educational Change. Philadelphia: Open University Press.
8. Fahey, L., Srivastava, R., Sharon, J. S. &Smith, D. E.（2001）, “Linking E-Businessand Operating Processes: The Role ofKnowledge Management,” IBM Systems Journal, 40(4), pp. 889-907.
9. Goldratt, E. M. and Cox, J. (1986). The Goal: A Process of Ongoing Improvement. Revisededition, Croton-on-Hudson, NY: North River Press, Inc.
10. Kalakota, R. & Whinston A.B. (1997). Electronic Commerce : A Manager’s Guide. Addison Wesley Longman, Inc.40.
11. Kemmis, S., and McTaggart, R. (1988). The action research reader (third edition) Geelong: Deakin University Press.
12. Kaisa Snellman, Tiina Vihtkari, (2003) "Customer complaining behaviour in technology-based service encounters", International Journal of Service Industry Management, Vol. 14 Iss: 2, pp.217 – 231.
13. Kim, Henry M. and Rajani Ramkar an (2004). “Best Practices in E-process anagement: Extending a Re-engineering Framework”, Business Process Management Journal. Vol. 10, No. 1., pp. 27-43
14. Khanh V. La, Jay Kandampully, (2004) "Market oriented learning and customer value enhancement through service recovery management", Managing Service Quality, Vol. 14 Iss: 5, pp.390 - 401
15. Lowenthal, Jeffrey N. (1994), "Reengineering the Organization: A step-by-step Approach to Corporate Revitalization." Quality Progress.
16. McNiff, J. (1988) Action Research: Principals and Practice. London: Macmillan Education.
17. Medina-Mora, R., Winograd, T., Flores, R., and Fernando, F (1992). “The Action Workflow Approach to Workflow Management Technology,” Proceedings of the Conference on Computer-Supported Cooperative Work, pp.281-288, Nov. 1992.
18. Michael Hammer and James Champy (1993). Reengineering The Corporation - A Manifesto for Business Revolution. HarperCollins, New York, 1993. ISBN 0-06-662112-7.
19. Mittal, V., & Kamakura, W. A. (2001). Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer characteristics. Journal of Marketing Research, 38(1), 131-142.
20. Martin Löfgren, (2005) "Winning at the first and second moments of truth: an exploratory study", Managing Service Quality, Vol. 15 Iss: 1, pp.102 – 115.
21. Normann, R. (1984), Service Management: Strategy and Leadership in Service Businesses, Wiley, New York, NY, .
22. Parasurman, A., Valarie A. Zeithaml, and Leonard L. Berry (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(Fall), 41-50.
23. Parasuraman, A., Leonard L. Berry, Valarie A. Zeithaml,(1988)., SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64,12-40.
24. Robert Lundrigan. (1986). What is this thing called OPT?. Prod. Inventory Manage. 27, 2 (April 1986), 2-11.
25. Rhett H. Walker, Margaret Craig-Lees, Robert Hecker, Heather Francis, (2002) "Technology-enabled service delivery: An investigation of reasons affecting customer adoption and rejection", International Journal of Service Industry Management, Vol. 13 Iss: 1, pp.91 – 106
26. Thomas Schael.(1998). Workflow Management Systems for Process Organisations (2nd ed.). Springer-Verlag, Berlin, Heidelberg.
27. Heinonen, K. (2008). "The Role of Digital Service Encounters on Customers` Perceptions of Companies", Journal of Electronic Commerce in Organizations, Vol. 6(2), 2008, pp.1-10.
28. Hammer, M,(1990).“ Reengineering Work: Don`t Automate, Obliterate, ＂ Harvard Business Review (68:4), 1990, pp. 104-112.
29. Hammer, M. and Champy, J. A.: (1993) Reengineering the Corporation: A Manifesto for Business Revolution, Harper Business Books, New York, 1993. ISBN 0-06-662112-7.
30. Jeffcoate, J, Chappell, C, Feindt, S,(2000). Attitudes Towards
Process Improvement among SMEs Involved in E-commerce, Knowledge and
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31. Roger T. Burlton, (2001), “Business Process Management: Profiting From Process,” Sams.
32. Shostack, G. Lynne,(1984) "Designing Services that Deliver", Harvard Business Review, vol. 62, no. 1 January - February 1984, pp. 133-139.
33. Solomon, M. R., Surprenant, C., Czepiel, J. A., & Gutman, E. G. (1985). A role theory perspective on dyadic interactions: The service encounter. Journal of Marketing, 49(1), 99-111.
34. Surprenant, C., & Solomon, M. R. (1987). Predictability and Personalization in the Service Encounter. Journal of Marketing, 51, 86-96.
35. Somekh, B. (1995) The Contribution of Action Research to Development in Social Endeavours: a position paper on action research methodology. British Educational Research Journal 21(3): 339-355.
36. 吳雅鈴(Ya-Ling Wu) and 尚孝純(Shari S. C. Shang). (2013). Do Happier Customers Generate More Profits? An Analysis of Customer Contribution in a Bank. Asia Pacific Management Review, 18(4), 391-406+III.
37. Zhu, F. X., Walter, W. J., & Chen, I. (2002). IT-based services and service quality in consumer banking. International Journal of Service Industry management, 13(1), 69-90.

網路部份
1. BPM Critical Success Factors Lessons Learned from Successful BPM Organizations by Roger T. Burlton
http://www.brcommunity.com/p-b619.php
2. ISO9000
http://www.iso.org/iso/home.htm
3. 花旗銀行新聞稿
http://www.citibank.com.tw/global_docs/chi/pressroom/20100611.pdf
4. 花旗銀行相關活動網站
http://www.citibank.com.tw/global_docs/chi/cc/cc_seven/index.htm
5. 1111網站教學http://www.1111.com.tw/help/faq.asp?action=3&qat=job&aoqat=1&id=170&row=%7B2DFCF6A3-1790-48EE-9F30-C8D2FB71D5E7%7D
6. ibon相關服務
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7. 1111網站相關功能廣告
http://www.1111.com.tw/09sp/09ibon/
8. Jumio影片
https://www.youtube.com/watch?v=4oUHoRh-kVg
9. Jumio簡介
https://www.jumio.com/jumio/about-jumio/
10. Jumio新聞稿https://www.jumio.com/2013/05/airbnb-partners-with-jumio-to-help-power-new-identification-verification-product/
https://www.jumio.com/2014/03/jumio-partners-with-eight-leading-bitcoin-providers-to-form-identity-security-network/
http://online.wsj.com/article/PR-CO-20130501-906145.html
11. Jumio使用案例
https://www.jumio.com/netverify/use-cases/
12. HTC網站資訊
http://www.htc.com/tw/support/repair-service.html
13. HTC新聞
http://www.appledaily.com.tw/appledaily/article/headline/20130613/35081519/
14. 台中縣地政事務所政府相關文件http://www.tpland.taichung.gov.tw/df_ufiles/c/%E7%B0%A1%E5%8C%96%E8%A3%9C%E6%AD%A3%E4%BD%9C%E6%A5%AD%E6%A8%99%E6%BA%96%E4%BD%9C%E6%A5%AD%E6%B5%81%E7%A8%8B.pdf
15. Mutual Benefit Life http://leedavis83.files.wordpress.com/2010/05/business-process-redesign.pdf
16. 條碼(barcode)的介紹及其優點http://www.barcodelabelhk.com/education/what-is-barcode.htm
17. SERVQUA量表
http://guanli.tougao98.com/
描述 碩士
國立政治大學
經營管理碩士學程(EMBA)
101932093
102
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0101932093
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) 陳美杏zh_TW
dc.contributor.author (Authors) Chen, Mei Shingen_US
dc.creator (作者) 陳美杏zh_TW
dc.creator (作者) Chen, Mei Shingen_US
dc.date (日期) 2013en_US
dc.date.accessioned 6-Aug-2014 11:42:20 (UTC+8)-
dc.date.available 6-Aug-2014 11:42:20 (UTC+8)-
dc.date.issued (上傳時間) 6-Aug-2014 11:42:20 (UTC+8)-
dc.identifier (Other Identifiers) G0101932093en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/68241-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 經營管理碩士學程(EMBA)zh_TW
dc.description (描述) 101932093zh_TW
dc.description (描述) 102zh_TW
dc.description.abstract (摘要) 網際網路的發展及行動裝置的普及已將電子商務的發展帶往新的競爭環境，傳統企業除須體認技術不斷創新對企業發展的重要性外，舊有的服務必須透過加入更多的附加價值才能夠增加企業的競爭能力，隨著這股電子商務創新風潮演變並延燒到全球，不論是金融業、實體零售業，皆受到這股電子商務創新風潮的影響，而這股創新的風潮甚至可能導致產業革命。企業若要維持市場競爭能力，除了要盡量降低營運成本，提高生產與管理的效率外，還要能夠滿足客戶各種需求，並應隨時檢視傳統營運流程，充份利用科技技術與生產及服務流程整合，來維持企業管理及服務的優勢，然而，電子商務雖有效簡化企業的作業成本，但跨界整合的趨勢卻也對企業發展帶來新的挑戰，因此企業如何透過一套實用的方法來發展或改善及其電子商務流程，並藉由其獨特創新的服務來加強企業的競爭優勢，更是企業當今面臨的重要議題。
然而當今學術界對於流程管理以及電子商務的研究相當多，但把流程管理應用在電子商務流程創新的研究卻相對較少，故本研究探討有關電子商務理論、企業流程管理、企業流程再造、企業流程創新、企業系統規劃、服務品質、關鍵時刻等相關文獻做為基礎，由客戶需求及服務滿意度的觀點，藉由分析及整理相關流程改善的成功關鍵因素，建構一套電子商務流程創新的方法論，以個案來進行行動研究，依據這套方法論的步驟，發掘個案電子商務流程的問題及其可改善的機會，同時藉由內部探討及借鏡外部標竿企業的創新案例，找出個案公司電子商務流程可能的創新機會，並透過理論基礎檢視本方法論的可行性後，證實透過本研究所建構之電子商務流程創新的方法論確實有其參考價值，提供目前正在發展電子商務或即將投入電子商務發展的企業，做為設計其獨特電子商務平台的參考。		zh_TW
dc.description.abstract (摘要) The increasing use of internet and the growing popularity of mobile devices have created a new competitive environment on the Electronic Commerce (EC) platform. Businesses must develop add-on values in services to strengthen the competitiveness. Under the inevitable trend of global EC, not only the retail industry but also financial industry has been highly affected. This Innovative wave may even lead to an industrial revolution. In order to keep the market competitiveness with EC, enterprises would need to shift focus from cost, productivity and operating efficiency to customer needs. Enterprises nowadays are facing the challenges of modifying existing processes and integrated technology to provide customers with most suitable and innovative services. The research objective is to develop a practical methodology to evaluate and redesign the e-business processes of a firm and enhance their competitive advantage. This study investigated concepts and methodologies in e-commerce, business process management, business process reengineering, business process innovation, business systems planning, service quality, and moment of truth. Based on the perspectives of customers’ needs and service satisfaction, the study analyzed and integrated critical success factors of process improvement and process innovation to construct a methodology for e-business process innovation. With an action research process this study tested the proposed methodology on EC processes in a financial institution and discovered e-business process issues and innovation opportunities. The proposed methodology was validated and the feasibility of the methodology was verified by theoretical considerations, and proved to have reference value for enterprises in developing unique innovations in e-business services.en_US
dc.description.tableofcontents 誌謝 II
中文摘要 III
ABSTRACT IV
目錄 V
表目錄 VI
圖目錄 VII
第一章 緒論 1
第一節 研究背景 1
第二節 研究動機及目的 3
第三節 研究流程 4
第四節 研究範圍 4
第二章 文獻探討 6
第一節 企業流程與電子商務之關聯 6
第二節 相關流程管理理論研究 10
第三節 服務品質 19
第四節 關鍵時刻(MOMENT OF TRUTH) 21
第三章 研究方法 24
第一節 行動研究 24
第二節 電子商務平台流程創新方法設計 26
第三節 個案選擇及產業現況介紹 29
第四章 個案研討與分析 35
第一節 個案背景介紹 35
第二節 個案營運目標確認 36
第三節 作業流程指標及現況分析 37
第四節 流程問題分析 41
第五節 內部研究及外部標竿企業借鏡 44
第六節 創新可行性方案評估 50
第七節 執行計劃建議 51
第八節 檢視建構之方法論 55
第五章 結論 61
第一節 研究發現 61
第二節 建議與貢獻 63
第三節 研究限制 63
參考文獻 65		zh_TW
dc.format.extent 2346988 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/#G0101932093en_US
dc.subject (關鍵詞) 電子商務zh_TW
dc.subject (關鍵詞) 企業流程管理zh_TW
dc.subject (關鍵詞) 企業流程再造zh_TW
dc.subject (關鍵詞) 企業流程創新zh_TW
dc.subject (關鍵詞) 企業系統規劃zh_TW
dc.subject (關鍵詞) 服務滿意zh_TW
dc.subject (關鍵詞) E-commerceen_US
dc.subject (關鍵詞) Business process managementen_US
dc.subject (關鍵詞) Business process reengineeringen_US
dc.subject (關鍵詞) Business process innovationen_US
dc.subject (關鍵詞) Business systems planningen_US
dc.subject (關鍵詞) Service satisfactionen_US
dc.title (題名) 企業電子商務平台流程創新方法研究-以某資產管理公司為例zh_TW
dc.title (題名) A Methodology for Business Process Innovation on E-commerce Platformen_US
dc.type (資料類型) thesisen
dc.relation.reference (參考文獻) 中文部份
1. 中華民國電子商務年鑑，2013，參照經濟部商業司
2. 楊秉哲、林鈺婷、袁慧玲，2013，SoLoMo商機大探索-創新應用案例，財團法人資訊工業策進會創新應用服務研究所
3. 方國定，2001，防救災資訊系統整體規劃，國立雲林科技大學資管所
4. 崔樹銀，2007，電子商務流程變革的理論框架研究，現代管理科學-發展戰略，2007年第4期

英文部份
1. Albrecht, K. & Bradford, L. J. (1989). The Service Advantage. Homewood, IL: Dow-Jones Irwin.
2. Altrichter, H. (1993). Teachers investigate their work:An introduction to method of action. Action research. London: Routledge.
3. Bitner, M. J., Booms, B. H. & Tetreault, M. S. (1990). "The Service Encounter: Diagnosing Favorable and Unfavorable Incidents", Journal of Marketing, Vol. 54(1), 1990, pp.71-84.
4. Davenport, Thomas (1993), Process Innovation: Reengineering work through information technology, Harvard Business School Press, Boston
5. Dolen, Willemijn M. van and Ko de Ruyter (2002), “Moderated group chat: an empirical assessment of a new e-service encounter,＂International Jounal of Service Industry management, 13(5), 496-511.
6. Ebbutt, D. (1985) Educational action research: some general concerns and specific quibbles. In R. Burgess (Ed.) Issues in educational research: qualitative methods. Lewes: The Falmer Press.
7. Elliott, J. (1991) Action Research for Educational Change. Philadelphia: Open University Press.
8. Fahey, L., Srivastava, R., Sharon, J. S. &Smith, D. E.（2001）, “Linking E-Businessand Operating Processes: The Role ofKnowledge Management,” IBM Systems Journal, 40(4), pp. 889-907.
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