臺灣博碩士論文加值系統

全球市場多樣化的選擇下，使得顧客偏好不易捉摸，「天下雜誌」中也提到在未來的產業競爭中，誰能替顧客創造最貼心的使用經驗，並建立起經營體系就有可能成為下一個最夯的產業。因此，企業應將重心置於顧客之上，並透過企業的知識管理能耐，將顧客知識轉變成企業自身的智慧，以提升企業的績效。換言之，企業若是沒有足夠的顧客知識，那麼為顧客提供服務時，將會受到限制。所以，企業如何有效的建立獲取顧客知識管道，進而增進企業與顧客的關係，已成當務之急。因此，本研究以文獻探討與問卷調查法為工具，深入探討企業如何應用知識管理能耐來獲取顧客知識，以發展並維繫企業與顧客的關係，進而提升企業的創新績效。研究結果顯示顧客知識與知識管理能耐對創新績效之間具有顯著的正向影響。這表示企業應積極發展其知識管理能耐，以即時獲取顧客知識，了解顧客需求，並與顧客建立長期的關係。同時，企業更應積極的將顧客吸收為企業的知識夥伴，以有效獲取有價值的顧客知識，進而提升企業的創新績效。

The diverse global market makes it difficult for every company to identify customers’ preferences. CommonWealth Magazine also mentioned about the future competition in the industry that one that can provide the most intimate experience for the consumers and establish a solid management system can become the most prominent industry. Hence, companies should put their focus on the customers to enhance corporate performance through utilizing their knowledge management capabilities to transform customer knowledge into corporate knowledge. In other words, if a company does not have adequate customer knowledge, then providing service to the customers will be restrained. Therefore, how to effectively establish channels for acquiring customer knowledge to enhance the customer relationships has become an urgent task. This research applied review of literature and questionnaire method as the main research tools to investigate how companies apply their knowledge management capabilities to acquire customer knowledge in order to develop and maintain customer relationships that will enhance innovation performance. The results showed that customer knowledge and knowledge management capability have significantly positive influence on innovation performance. This means that companies should actively develop their knowledge management capabilities to acquire customer knowledge, understand customer needs, as well as establish long-term customer relationships. At the same time, companies should involve customers as their knowledge partners so that they can acquire valuable customer knowledge to enhance their innovation performance.

謝誌i
摘要ii
Abstract iii
目錄iv
表目錄v
圖目錄vi
第一章 緒論1
第一節 研究背景與動機1
第二節 研究目的2
第二章 文獻探討3
第一節 顧客知識3
第二節 知識管理能耐4
第三節 創新績效7
第三章 研究方法9
第一節 研究架構9
第二節 研究假說9
第三節 研究變數定義12
第四節 問項設計14
第五節 資料分析方法18
第六節 研究對象20
第四章 資料分析21
第一節 研究對象與資料收集21
第二節 敘述統計分析21
第三節 信度與效度檢定23
第四節 相關分析30
第五節 迴歸分析34
第六節 路徑分析37
第七節 小結38
第五章 結論與建議39
第一節 研究結論39
第二節 研究貢獻41
第三節 未來與研究建議42
參考文獻44
中文文獻44
英文文獻46
表目錄
表3.1 變數衡量定義表13
表3.2 顧客知識問項14
表3.3 知識管理能耐問項15
表3.4 創新績效問項17
表4.1 研究樣本之基本資料(N=82)22
表4.2 各構面之項目分析23
表4.3 KMO與BARTLETT的檢定結果26
表4.4 修改後各構面之信效度值28
表4.5 顧客知識對創新績效之相關分析31
表4.6 知識管理能耐對創新績效之相關分析32
表4.7 顧客知識對知識管理能耐之相關分析33
表4.8 顧客知識、知識管理能耐與創新績效之相關分析34
表4.9 顧客知識對創新積效之簡單迴歸34
表4.10 知識管理能耐對創新績效之簡單迴歸35
表4.11 顧客知識對知識管理能耐之簡單迴歸36
表4.12 顧客知識與知識管理能耐對創新績效之複迴歸37
圖目錄
圖3.1 研究架構圖9
圖4.1 路徑分析圖38

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