臺灣博碩士論文加值系統

現今企業之競爭優勢及能否永續經營，不再只是以低成本，高品質及產品差異
化取勝，而是企業需要不斷地創新，以維持其競爭優勢。在今日全球化高度競爭的
商業環境中，企業要單單以一己之力來面對如此巨大的變化及挑戰，無異是一項艱
困的作法了，唯有和客戶維持良好合作關係，透過彼此知識交流分享，持續不斷的
創新，才能維持企業永續經營。顧客關係品質對於企業競爭力的影響，扮演舉足輕
重之角色，與不同文化之客戶關係品質高低也影響到雙方知識分享。因此，本研究
探討在全球化之競爭環境中，顧客關係品質對夥伴間知識分享，及知識分享對創新
能力是否有顯著影響，加入探討文化差異是否對內隱知識分享有顯著影響。
本研究以台灣手工具產業為研究對象，根據 91 份有效問卷結果，依照研究架
構及假設，進行迴歸分析。實證結果顯示，關係品質構面包括信任、調適、溝通、
承諾與合作對知識分享有正向的顯著影響、外顯知識分享對產品創新能力具有正向
的顯著關係。
【關鍵字】關係品質、知識 分享、文化差異、創新能力

Low cost, high quality and product differentiation could no longer win the war of corporate competitiveness and sustainability. Instead, companies need to innovate continuously to maintain its competitive advantage. In today's highly competitive global business environment, it is too difficult to face such challenge and change alone. Maintaining good customer relationship quality, sharing knowledge and continuous innovation, are the only way to maintain business sustainability. Customer relationship quality plays a signification role in corporate competitiveness. The quality of customer relationship with culture difference also affect the knowledge sharing. Therefore, this study explores whether the quality of customer relationship has a significant impact on the firm’s product innovation capability in the competitive environment of globalization, and whether the cultural differences have significant influence on the implicit knowledge sharing.
Based on the results of 91 valid questionnaires, the regression analysis was carried out according to the research hypothesis. The empirical results show that the relationship quality including trust, adaptation, commitment, communication and cooperation, have a positive and significant impact to knowledge sharing, and explicit knowledge sharing has a significant positive relationship with firm’s product innovation capability.　　

Keywords: Customer relationship quality, Knowledge sharing, Culture difference, Innovation capability

第一章 緒論
第一節 研究背景與動機
第二節 研究問題與目的
第三節 研究流程
第二章 文獻探討
第一節 顧客關係品質（CUSTOMER RELATIONSHIP QUALITY)
第二節 知識分享（KNOWLEDGE SHARING)
第三節 文化差異（CULTURE DIFFERENCE)
第四節 創新能力（INNOVATION CAPABILITY)
第四節 整體研究架構
第三章 研究方法
第一節 手工具產業
第二節 構念的衡量與問卷的設計
第三節 問卷調查過程與樣本特質分析
第四節 問卷信度與效度分析
第四章 分析結果
第一節 敍述統計及相關分析
第二節 迴歸分析及假設檢定
第五章 結論
第一節 研究結果
第二節 研究意涵
第三節 研究限制與後續研究建議
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