臺灣博碩士論文加值系統

隨著環境變化快速，在大環境中要生存，唯有不斷的創新、滿足顧客需求、提升核心競爭力，企業必須因應這些變化，不斷進行調整。「創新」在競爭激烈的市場中可以使企業免於遭受淘汰的命運，「創新」是企業創造差異化的根本，更是在知識經濟爆炸的社會中，扮演著企業鞏固核心競爭力的重要精神。面對之前金融風暴的重創等，不論是購物頻道業者或一般企業，另一方面對同業間及淺在競爭者的相互威脅，時代不斷的加速進步，消費者持續不斷的進化。業者亦要認清現今消費者型態的改變，不再只是單向提供產品予消費者，或迫使消費者接受現況。況且如今消費者變得更加實務，對於產品瞭解及比較程度已遠遠超過業者的認知。因此業者因棄守轉攻，運用所收集的顧客知識轉化成企業主獲利的致勝關鍵點。
許多研究顯示有效運用顧客需求資訊，提升顧客滿意度與回購行為與顧客密切互動等可以協助公司創新。顧客知識促進創新能力(CKEI)是組織有效管理顧客知識及提供新產品與服務的能力，也就是公司利用顧客知識達成創新的程度，組織藉由不斷學習，累積能力並達成企業目標主管支持有助於員工生產力與提升組織績效。
本研究以探討顧客知識促進創新能力對學習導向、組織績效之間影響外，在加入主管支持為調節變數；經發放本研究之正式問卷總共發出560份，實際回收取得的樣本數為509份，扣除無效問卷51份，總計收回問卷509份。並採用SPSS統計軟體階層迴歸分析，用以驗證各構面之間相關性。分析驗證結果如下：（1）顧客知識促進創新能力會正向影響學習導向。（2）學習導向不會正向影響組織績效。（3）主管支持會強化學習導向而產生對組織績效的影響。（4）顧客知識促進創新能力會正向影響組織績效。

As the environment changes rapidly, to survive in a large environment, only constant innovation to meet customer needs, enhance core competitiveness, enterprises must respond to these changes, constant adjustment. "Innovation" in a competitive market, you can make out of the enterprise from destiny, "innovation" is essential for enterprises to create differential, is even more explosive in the knowledge economy society, plays a consolidation of core competitiveness of enterprises an important spiritual. Facing financial turmoil hit hard before, whether they are shopping channels industry or general business, on the one hand and light among their peers in the competitor's mutual threats, continuously accelerate progress, consumers continued evolution. Operators to identify changes in consumer patterns today, providing products to consumers is no longer just a one-way, or force consumers to accept the situation. Now consumers become more substantive, for product knowledge and comparative cognitive levels well over workers. Therefore for defending the industry go attack, using collected customer knowledge into business owners gain a winning key points.
Many studies show effective use of customer demand, improve customer satisfaction and repurchase behavior interact closely with customers can assist companies in innovation. Customer knowledge for innovation (CKEI) is the effective management of customer knowledge and the Organization's ability to deliver new products and services, that is, the extent to which companies use customer knowledge innovation, organization through continuous learning, cumulative reach business goals and competent support employee productivity and enhancing organizational performance.
The study to explore customer knowledge to promote innovative ability to impact learning orientation, organizational performance, in joining the competent support for the adjustment variable; the issuance of this study formal questionnaires issued a total of 560, the actual recovery of samples made of 509, after discounting the invalid questionnaires 51, total recovery questionnaire 509. Regression analysis and SPSS statistical software sectors, to verify the dependencies between dimensions. Analyze verification results are as follows: (1) customer knowledge for innovation is to impact learning orientation. (2) learning orientation not to affect the Organization's performance. (3) the competent support will enhance the effect on organizational performance study guide. (4) customer knowledge for innovation is to affect the Organization's performance.

目錄..........................................................Ⅰ
表目錄...........................................................IV
圖目錄........................................................X
第一章 緒論....................................................1
第一節 研究背景..............................................1
第二節 研究動機..............................................2
第三節 研究日的..............................................4
第四節 研究流程.............................................4
第二章 文獻探討.................................................6
第一節 顧客知識..............................................6
壹、 顧客知識的定義........................................6
貳、 顧客知識的分類........................................7
參、 顧客知識的特色........................................8
第二節 顧客知識管理..........................................9
壹、 顧客知識管理的定義..................................9
貳、 顧客知識管理的分類..................................10
參、 顧客知識管理的特色..................................11
第三節 顧客知識促進創新能力..................................12
壹、 顧客知識促進創新能力的定義..........................12
貳、 顧客知識促進創新能力的分類..........................13
參、 顧客知識促進創新能力的特色...........................13
第四節 學習導向..............................................14
壹、 學習導向的定義......................................14
貳、 學習導向的分類.....................................15
參、 學習導向之特色.....................................16
第五節 主管支持..............................................17
壹、 主管支持的定義.......................................17
貳、 主管支持的分類.......................................18
參、 主管支持的特色.......................................20
第六節 組織績效...............................................20
壹、 組織績效的定義.......................................21
貳、 組織績效的分類.......................................21
參、 組織績效的特色.......................................22
第七節 假說推演................................................23
壹、 顧客知識促進創新能力對學習導向的影響的關係...........23
貳、 學習導向對組織績效的影響的關係.......................24
參、 主管支持、學習導向與組織績效之關係...................24
肆、 顧客知識促進創新能力與組織績效之關係....................25
第三章 研究方法..................................................26
第一節 研究假設及架構........................................26
第二節 變數的操作型定義及衡量方法............................27
壹、 顧客知識促進創新能力.................................27
貳、 學習導向.............................................29
參、 主管支持.............................................29
肆、 組織績效.............................................30
第三節 資料分析方法...........................................30
壹、前測問卷信度分析.......................................32
貳、前測問卷題項分析.......................................32
?礡B人口統計變項...........................................36
第四節 研究對象與抽樣設計.....................................37
壹、問卷受試對象...........................................37
貳、抽樣方法...............................................37
?礡B分析方法...............................................37
第四章 資料分析與結果...........................................41
第一節 樣本分析.............................................41
壹、受訪者基本特性描述.....................................41
貳、各類基本資料交叉分析...........................47
第二節 因素分析與信度分析....................................113
壹、因素分析..............................................113
貳、信度分析..............................................116
參、效度分析..............................................117
第三節 構面及各題項分析......................................117
壹、顧客知識促進創新能力構面及題項分析....................117
貳、學習導向構面及題項分析................................126
?礡B主管支持構面及題項分析................................136
肆、組織績效構面及題項分析................................144
伍、各構面驗證小結........................................154
第四節 研究構面相關分析......................................156
壹、研究構面之積差相關分析................................156
貳、階層迴歸分析與假設檢定................................157
第五章 結論與建議.............................................160
第一節 研究結論與發現.........................................160
第二節 研究限制與未來建議....................................161
參考文獻...........................................................162
表 目 次 頁次
表 3-2-1 顧客知識促進創新力.......................................28
表 3-2-2 學習導向.................................................29
表 3-2-3 主管支持.................................................29
表 3-2-4 組織績效..................................................30
表 3-3-1 混合後之前測問卷題目......................................31
表3-3-2 前測問卷各構面之信度.......................................32
表 3-3-3 題項分析表.................................................33
表 3-3-4 顧客知識促進創新能力正試問卷題項...........................35
表 3-3-5 學習導向正試問卷題項.......................................35
表 3-3-6 主管支持正試問卷題項.......................................36
表 3-3-7 組織績效正試問卷題項.......................................36
表 4-1-1 受訪者性別.................................................42
表 4-1-2 受訪者年齡.................................................42
表 4-1-3 受訪者教育程...............................................43
表 4-1-4 受訪者所屬產業.............................................43
表 4-1-5 受訪者所屬部門.............................................44
表 4-1-6 受訪者職位.................................................44
表 4-1-7 受訪者在貴公司服務年資.....................................45
表 4-1-8 受訪者貴公司成立至今已有幾年...............................45
表 4-1-9 受訪者貴公司目前資本額.....................................46
表 4-1-10 受訪者貴公司最近一年的營業額..............................46
表 4-1-11 受訪者貴公司員工人數......................................47
表 4-1-12 受訪者與基本資料相關檢定.................................49
表 4-1-13 受訪者與基本資料相關檢定..................................50
表 4-1-14 性別與年齡、教育程度、所屬產業、所屬部門、職位、在貴 公司服務年資、貴公司成立至今已有幾年、貴公司目前資本額交叉分析...................................................................51
表 4-1-15 年齡與性別、教育程度、所屬產業、所屬部門、職位、在貴公司服務年資、貴公司成立至今已有幾年、貴公司目前資本額、貴公司最近一年的營業額交叉分析.............................................................54
表 4-1-16 教育程度與性別、年齡、所屬產業、在貴公司服務年資、貴公司成立至今已有幾年、貴公司目前資本額、貴公司最近一年的營業額、貴公司員工人數交叉分析.............................................................62
表 4-1-17 所屬產業與性別、年齡、教育程度、所屬部門、職位、在貴公司服務年資、貴公司成立至今已有幾年、貴公司目前資本額、貴公司最近一年的營業額、貴公司員工人數交叉分析.............................................66
表 4-1-18 所屬部門與性別、年齡、所屬產業、在貴公司服務年資、貴公司成立至今已有幾年、貴公司目前資本額、貴公司最近一年的營業額、貴公司員工人數交叉分析...........................................................74
表 4-1-19 職位與性別、年齡、所屬產業、在貴公司服務年資、貴公司成立至今已有幾年、貴公司目前資本額交叉分析...................................79
表 4-1-20 在貴公司服務年資與性別、年齡、教育程度、所屬產業、所屬部門、職位、貴公司成立至今已有幾年、貴公司目前資本額、貴公司最近一年的營業額、貴公司員工人數交叉分析.............................................84
表 4-1-21 貴公司成立至今已有幾年與性別、年齡、教育程度、所屬產業、所屬部門、職位、在貴公司服務年資、貴公司目前資本額、貴公司最近一年的營業額交叉分析.............................................................92
表 4-1-22 貴公司目前資本額與性別、年齡、教育程度、所屬產業、所屬部門、職位、在貴公司服務年資、貴公司成立至今已有幾年、貴公司最近一年的營業額、貴公司員工人數交叉分析.............................................97
表 4-1-23 貴公司最進ㄧ年的營業額與年齡、教育程度、所屬產業、所屬部門、在貴公司服務年資、貴公司成立至今已有幾年、貴公司目前資本額、貴公司員工人數交叉分析.........................................................104
表 4-1-24 貴公司員工人數與教育程度、所屬產業、所屬部門、在貴公司服務年資、貴公司目前資本額、貴公司最近一年的營業額交叉分析................110
表 4-2-1 顧客知識促進創新能力......................................114
表 4-2-2 學習導向..................................................115
表 4-2-3 主管支持..................................................115
表 4-2-4 組織績效..................................................116
表 4-2-5 本研究問卷各構面Cronbach’Alpha值...........................116
表 4-3-1 顧客知識促進創新能力各構面分數............................117
表4-3-2 不同性別在顧客知識促進創新能力之差異分析摘要表............118
表4-3-3 不同年齡在顧客知識促進創新能力之差異分析摘要表............119
表4-3-4 不同教育程度在顧客知識促進創新能力之變異數分析............119
表4-3-5 不同教育程度在顧客知識促進創新能力之差異分析摘要表........120
表4-3-6 所屬產業在顧客知識促進創新能力之差異分析摘要表............120
表4-3-7 不同所屬產業在顧客經驗之變異數分析........................120
表4-3-8所屬部門在顧客知識促進創新能力之差異分析摘要表.............121
表4-3-9 不同所屬部門在顧客知識促進創新能力之變異數分析............121
表4-3-10職位在顧客知識促進創新能力之差異分析摘要表................122
表4-3-11貴公司服務年資在顧客知識促進創新能力之差異分析摘要表......122
表4-3-12 貴公司服務年資在顧客經驗之變異數分析.....................122
表4-3-13貴公司成立至今已有幾年在顧客知識促進創新能力之差異分析摘要表
表4-3-14貴公司目前資本額在顧客知識促進創新能力之差異分析摘要表...123
表4-3-15 貴公司目前資本額在顧客知識促進創新能力之變異數分析.......124
表4-3-16貴公司最近ㄧ年的營業額在顧客知識促進創新能力之差異分析摘要表
..................................................................125
表 4-3-17 貴公司目前資本額在顧客知識促進創新能力之變異數分析.......125
表4-3-18貴公司員工人數在顧客知識促進創新能力之差異分析摘要表.....126
表4-3-19 貴公司員工人數在顧客知識促進創新能力之變異數分析.........126
表 4-3-20 學習導向各構面分數......................................127
表4-3-21 不同性別在學習導向之差異分析摘要表.......................127
表4-3-22 不同年齡在學習導向之差異分析摘要表.......................127
表 4-3-23 貴公司員工人數在學習導向之變異數分析.....................128
表4-3-24 不同教育程度在學習導向之差異分析摘要表..................128
表 4-3-25 教育程度在學習導向之變異數分析...........................129
表4-3-26所屬產業在學習導向之差異分析摘要表.......................129
表 4-3-27 所屬產業在學習導向之變異數分析...........................129
表4-3-28所屬部門在學習導向之差異分析摘要表.......................130
表4-3-29 不同所屬部門在學習導向之變異數分析......................130
表4-3-30職位在學習導向之差異分析摘要表...........................131
表4-3-31 不同職位在學習導向之變異數分析...........................131
表4-3-32貴公司服務年資在學習導向之差異分析摘要表.................132
表4-3-33 貴公司服務年資在學習導向之變異數分析.....................132
表4-3-34貴公司成立至今已有幾年在學習導向之差異分析摘要表.........133
表 4-3-35 貴公司成立至今已有幾年學習導向之變異數分析...............133
表4-3-36貴公司目前資本額在學習導向之差異分析摘要表...............134
表4-3-37 貴公司目前資本額在學習導向之變異數分析...................134
表4-3-38貴公司目前資本額在學習導向之差異分析摘要表................135
表 4-3-39 貴公司目前資本額在學習導向之變異數分析...................135
表4-3-40貴公司員工人數在學習導向之差異分析摘要表..................136
表4-3-41 貴公司員工人數在學習導向之變異數分析.....................136
表 4-3-42 主管支持各構面分數.......................................137
表4-3-43 不同性別在主管支持之差異分析摘要表.......................137
表4-3-44 不同年齡在主管支持之差異分析摘要表.......................137
表4-3-45不同教育程度在主管支持之差異分析摘要表....................138
表4-3-46 所屬產業在主管支持之差異分析摘要表.......................138
表4-3-47所屬部門在主管支持之差異分析摘要表........................138
表4-3-48職位在主管支持之差異分析摘要表............................139
表4-3-49 不同職位在學習導向之變異數分析...........................139
表4-3-50貴公司服務年資在主管支持之差異分析摘要表..................140
表4-3-51 貴公司服務年資在學習導向之變異數分析.....................140
表4-3-52貴公司成立至今已有幾年在主管支持之差異分析摘要表..........140
表4-3-53 貴公司成立至今已有幾年主管支持之變異數分析...............141
表4-3-54貴公司目前資本額在主管支持之差異分析摘要表................141
表4-3-55 貴公司目前資本額在學習導向之變異數分析...................142
表4-3-56貴公司目前資本額在主管支持之差異分析摘要表................142
表 4-3-57 貴公司目前資本額在學習導向之變異數分析...................143
表4-3-58貴公司員工人數在主管支持之差異分析摘要表..................143
表4-3-59 貴公司員工人數在主管支持之變異數分析......................144
表 4-3-60 組織績效各構面分數.......................................144
表4-3-61 不同性別在組織績效之差異分析摘要表........................145
表4-3-62 不同年齡在組織績效之差異分析摘要表........................145
表 4-3-63 貴公司員工人數在學習導向之變異數分析.....................145
表4-3-64不同教育程度在組織績效之差異分析摘要表....................146
表 4-3-65 教育程度在學習導向之變異數分析...........................146
表4-3-66 所屬產業在組織績效之差異分析摘要表........................147
表 4-3-67 所屬產業在學習導向之變異數分析...........................147
表4-3-68所屬部門在組織績效之差異分析摘要表........................148
表4-3-69 不同所屬部門在組織績效之變異數分析........................148
表4-3-70職位在組織績效之差異分析摘要表............................148
表4-3-71 不同職位在組織績效之變異數分析............................149
表4-3-72 貴公司服務年資在組織績效之差異分析摘要表..................149
表4-3-73 貴公司服務年資在組織績效之變異數分析......................150
表4-3-74 貴公司成立至今已有幾年在組織績效之差異分析摘要表..........150
表4-3-75 貴公司成立至今已有幾年組織績效之變異數分析................151
表4-3-76 貴公司目前資本額在組織績效之差異分析摘要表................151
表4-3-77 貴公司目前資本額在組織績效之變異數分析....................152
表4-3-78 貴公司目前資本額在組織績效之差異分析摘要表................152
表4-3-79 貴公司目前資本額在組織績效之變異數分析....................153
表4-3-80 貴公司員工人數在組織績效之差異分析摘要表..................153
表4-3-81 貴公司員工人數在組織績效之變異數分析......................154
表4-3-82 顧客知識促進創新能力人口統計變項與各研究構面驗證結果......154
表4-3-83 學習導向人口統計變項與各研究構面驗證結果..................155
表4-3-84 主管支持人口統計變項與各研究構面驗證結果..................155
表4-3-85 主管支持人口統計變項與各研究構面驗證結果..................156
表4-4-1 各研究構面之積差相關分析...................................157
表 4-4-2 顧客知識促進創新能力控制變項迴歸分析.....................158
圖 目 次 頁次
圖 1-1 研究步驟....................................................5
圖 2-1 工作環境影響訓練成效因素圖.................................19
圖 3-1 本研究架構圖...............................................26

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網路資料
富邦購物台，http://www.momoshop.com.tw/intro/withUs.jsp
森森購物台，http://www.chineseec.org/20110610Speaker/13.pdf
陳世耀，邱如仁，2005，〈e天下雜誌〉，全球華文行銷知識庫，1758網誌，【線上資料】，http://blog.yam.com/gjsf19110/article/20032927 ，2005/3。
MBAlib智庫百科，http://wiki.mbalib.com/zh-tw/%E7%94%B5%E8%A7%86%E8%B4%AD%E7%89%A9