臺灣博碩士論文加值系統

本研究主要以組織的觀點，來探討組織信任、知識分享與服務創新的影響。此外，組織信任是否會隨著知識分享與服務創新而有所變化，亦以知識分享行為來作為中介變數做進一步的分析。
以各縣市政府輔具中心專職人員為對象，共發放248份問卷，將回收問卷中剔除填答不完整的無效問卷後，有效問卷共164份，有效問卷的回收率達66.1%。回收樣本資料運用Pearson相關、複迴歸分析後，實證結果顯示組織信任對知識分享有正向顯著的影響，知識分享對服務創新產生正向顯著的影響，知識分享行為在組織信任與服務創新間產生中介效果。
研究發現，縣市政府輔具中心要提升服務創新，可以增強組織信任與知識分享，達到服務創新的目的。因此如何讓組織信任與知識分享成為一種習慣，並在組織中營造出信任與分享的文化。本研究建議，可藉由塑造組織信任氛圍，尋找創新價值；形塑知識分享文化，以達簡化服務流程並提供整合性服務著手。

With the perspective of organization, this study focuses on the influences among organization trust, knowledge sharing and service innovation. In addition, this research uses knowledge sharing as the meta-variable to further analyze whether organization trust varies along with the behavior of knowledge sharing and service innovation.
This research takes full-time employees in the County and Municipal Government Assistant Center as the audience and issues 248 questionnaire in total. The questionnaires with partial or incomplete responses are treated as non-effective and abandoned. The number of effective questionnaire is 164,and the effective questionnaire recovery rate is 66.1%. By using the Pearson Correlation and the Multiple Regression Analysis, the results show that organization trust has a notable positive influence to the knowledge sharing. The knowledge sharing generates notable positive influence to the service innovation. The behavior of knowledge sharing creates a mediation effect between organization trust and service innovation.
The research finds that the County and Municipal Government Assistant Center can use organization trust and knowledge sharing to provide innovating services. Therefore it is important to have organization trust and knowledge sharing become a habit of an organization, and to form the culture of trust and sharing in the organization. This research suggests that an organization can find its innovating value by Ccreating the atmosphere of organizational trust and can simplify its service procedure and provide intergrated services by forming the culture of sharing.

謝誌 I
摘要 II
ABSTRACT III
目次 IV
表次 VI
圖次 VIII
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的與問題 5
第三節 研究流程 7
第二章 文獻探討 9
第一節 組織信任 9
第二節 知識分享 18
第三節 服務創新 27
第四節 研究變項之間關聯研究 41
第三章 研究方法 47
第一節 研究架構與假設 47
第二節 研究對象 48
第三節 研究工具 49
第四節 資料分析方法 56
第五節問卷實施過程 58
第四章 研究結果分析 67
第一節 描述性統計分析(DESCRIPTIVE STATISTIC ANALYSIS) 67
第二節探討不同背景變項對各構面上之差異分析 69
第三節相關分析(CORRELATION ANALYSIS) 84
第四節迴歸分析(REGRESSION ANALYSIS) 86
第五章 結論與建議 113
第一節 研究結果與結論 113
第二節 管理意涵建議 124
第三節研究限制與建議 128
參考文獻 130
中文部分 130
外文部分 133
附錄一：專家效度問卷 149
附錄二：專家修正意見彙整表 155
附錄三：問卷預試版 167
附錄四：問卷正式版 172
表次
表2-1組織信任的定義彙整表 11
表2-2知識分享定義彙整表 20
表2-3服務創新定義彙總表 30
表3-1全台區域分布輔具中心專職人力統計 48
表3-2組織信任各構面及題項整理表 50
表3-3知識分享各構面及題項整理表 52
表3-4服務創新各構面及題項整理表 54
表3-5「專家效度問卷」之學者專家一覽表 58
表3-6組織信任量表之因素分析摘要表 60
表3-7知識分享量表之因素分析摘要表 63
表3-8服務創新量表之因素分析摘要表 65
表3-9研究問卷信度分析表 66
表4-1研究對象特性分析 68
表4-2不同性別的研究對象對各研究變項之差異分析摘要表 69
表4-3不同年齡在各研究構面之單因子變異數分析摘要表 70
表4-4婚姻狀況在各研究構面之單因子變異數分析摘要表 72
表4-6服務單位所處台灣區域在各研究構面之單因子變異數分析摘要表 77
表4-7服務年資在各研究構面之單因子變異數分析摘要表 79
表4-8專業類別在各研究構面之單因子變異數分析摘要表 81
表4-9研究對象對是否兼任主管職的各研究變項之差異分析摘要表 83
表4-10研究變項之平均數、標準差與相關分析 85
表4-11組織信任對知識贈與之迴歸模式分析 87
表4-12組織信任對知識收集之迴歸模式分析 88
表4-13知識分享對服務創新概念之迴歸模式分析 89
表4-14知識分享對創新顧客介面之迴歸模式分析 90
表4-15知識分享對創新技術選項之迴歸模式分析 91
表4-16知識分享對服務創新傳遞系統之迴歸模式分析 92
表4-17組織信任對服務創新概念之迴歸模式分析 94
表4-18組織信任對創新顧客介面之迴歸模式分析 96
表4-19組織信任對創新技術選項之迴歸模式分析 98
表4-20組織信任對服務創新傳遞系統之迴歸模式分析 100
表4-21組織信任與知識分享對服務創新概念之階層迴歸 103
表4-22組織信任與知識分享對創新顧客介面之階層迴歸 105
表4-23組織信任與知識分享對創新技術選項之階層迴歸 107
表4-24組織信任與知識分享對服務創新傳遞系統之階層迴歸 109
表4-25組織信任與知識分享對服務創新之階層迴歸 111
表4-26以SOBEL TEST檢定組織信任與知識分享對服務創新的中介效果 112
表5-1研究假設驗證表 114


圖次
圖1-1研究流程圖 7
圖3-1研究架構 47

中文部分
內政部統計處。老年人口統計。取自http://www.moi.gov.tw/stat/news_content.aspx?sn=11735
王儀雯（2004）。信任關係、工作滿足與知識分享關聯性之研究。國防管理學院資源管理研究所碩士論文。全國博碩士論文資訊網, 093NDMC1399026。
吳明隆（2007）。SPSS操作與應用:問卷統計分析實務. 台北：五南。
吳英黛（主編）（2007）。輔具評估專業技術手冊。臺北縣：金名圖書。
吳貞儀、李淑貞&余雨軒（2012）。跨專業之合作--談社會工作專業人員於輔具服務之功能與定位。社區發展季刊。137期：78-85。
林玉惠、萬鍾汶、陸大榮（2009）。製造業轉型為服務導向企業之研究：以服務科學觀點。科技管理學刊。14 (2)：59-96。
林東清& 資訊管理（2007）。知識管理. 智勝文化出版。
林建成（2010）。地方審計機關信任關係、工作滿足、知識分享與組織創新關係之研究（碩士學位論文）。
林美君（2008）。台東縣國小教師教科書選用現況與困境之研究. 臺東大學進修部教育行政碩士班 (夜間) 學位論文，1-131。
林晉寬（1995）。從資源基礎理論探討資源特性與成長策略之關係（國立政治大學博士論文）。
林晉寬（2001）。團隊成員特質對團隊信任程度之影響。中華管理評論，第4卷，第1期，頁157-168。
林瑜真（2013）。組織學習, 知識分享對服務創新影響之研究。 高雄師範大學人力與知識管理研究所學位論文。
林鉦棽（1996）。組織公正, 信任, 組織公民行為之研究: 社會交換理論之觀點, 管理科學學報, 13 (3), 391-415.
林鉦棽（2004）。休閒旅館業從業人員的組織公正、組織信任與組織公民行為關係：社會交換理論觀點的分析。中華管理學報，5(1)，91-112。
林鉦棽, & 王政智（2005）。從社會交換理論與交易成本理論分析組織內之知識分享行為。人力資源管理學報, 5(2), 95-119。
林鉦棽, & 彭台光 (2008)。關係人口學與組成人口學觀點下的多樣性研究: 跨層次分析。組織與管理, 1(2), 61-88。
林鉦棽、蕭淑月、何慧清（2005）。社會交換理論觀點下組織支持、組織知識分享行為與組織公民行為相關因素之研究：以信任與關係為分析切入點。人力資源管理學報，5(1)，77-110。
林麗雪&葉靜雯 （2012）組織信任, 知識分享與智慧資本之關聯性-以高科技產業為例，中華管理評論國際學報。
邱漢誠（2013）。獎酬誘因, 成員信任與知識分享之關聯-部門做為調節效果。人力資源管理學報, 13(2), 21-43.
柯菊芬（2010）組織學習、領導風格對個人創造力與組織創新影響之研究－以高雄縣政府人事團隊為例。高雄師範大學碩士學位論文。
莊立民（2002）。組織創新模式建構與實證之研究---以台灣資訊電子業為例。成功大學企業管理學系學位論文, 1-454。
許道然（2002）。公部門組織信任與組織公民行為關係之研究(未出版之博士論文)。國立政治大學公共行政學系學位論文。
郭維哲&方聰安（2006）。學校組織公平對教師組織公民行為影響之研究-以信任及承諾為中介變項。第四屆台灣博士生教育行政學術論文研討會論文集 (133-164)。
陳以明&張雅淑。（2011）併購後團隊間的衝突, 信任與企業績效之實證研究。運籌與管理學刊, 10(2), 1-16。
陳永隆&葉鳳如（2007）。解開 KM 成功密碼: 邁向 KM3. 0。中國生產力中心出版。
陳增朋(2007)。大學校院體育行政組織公民行為影響因素模式之研究。（未出版之博士論文）。國立臺灣師範大學學位論文。
傅心怡 （2003）。企業組織線上虛擬專業知識社群知識分享與知識創新之相關性及影響因素研究。台北科技大學技術及職業教育研究所學位論文。
童惠玲&呂雅婷（2016）。目標導向對創新績效之影響-心理賦權之調節效果與知識分享之中介效果。科際整合管理研討會，518-545。
黃小恬（2017）員工知覺情感信任，主管任務相依度及員工創新行為之關係。彰化師範大學人力資源管理研究所學位論文，1-88。
黃冠豪（2016）。服務創新、組織學習與知識分享對創新績效之影響。國立臺中教育大學文化創意產業設計與營運學系事業經營管理碩士班學位論文。
廖述賢、費吳琛、陳志強（2006）。知識分享、吸收能力與創新能力關聯性研究─以台灣知識密集型產業為例。人力資源管理學報,6(2),1-21。
劉威踚(2017)。國民中學教師知覺校長關係行銷對學校效能之影響-以教師感恩、組織信任與組織承諾為中介。國立台南大學教育學系教育經營與管理博士學位論文。
蔡長清、林文麒&吳凱莉（2015）。旅行社之知識分享, 績效與創新之相關研究. 商業現代化學刊，8(1)，139-153。
衛生福利部統計。身障人口統計。取自https://dep.mohw.gov.tw/DOS/lp-1745-113.html
鄭仁偉&黎士群（2001）。組織公平, 信任與知識分享行為之關係性研究。人力資源學報, 秋季號,1(2), 69-93。
蕭富峰、李田樹（譯）（1991）。Drucker, Peter著。創業與創業精神：管理大師談創新實務與策略。台北：麥田。
外文部分
Aa. W. and Elfring T. (2002). Realizing Innovation in Services. Scandinavian Journal of Management, 18(2), 155-171.
Alam, I. (2002). An Exploratory Investigation of User Involvement in New Service Development, Journal of the Academy of Marketing Science, 30(3), 250-261.
Alam, I. (2006). Service Innovation Strategy and Process: A Cross-national Comparative Analysis. International Marketing Review, 23(3), 234-254.
Alexander, R. S. (1960). Marketing Definitions, American Marketing Association, Chicago, IL,.
Anderson, D. (1991). The forestry industry and the greenhouse effect. Scottish Forestry Trust.
Ark, B. V., Inklaar, R., and McGuckin, R. H. (2003). Changing Gear: Productivity, ICT and Service Industries in Europe and the United States. The Industrial Dynamics of the New Digital Economy, Edward Elgar, 56-99.
Armstrong, G. (2012). Marketing: An Introduction (Ed.), Englewood Cliffs, New Jersey: Prentice-Hall, Inc.
Atuahene-Gima, K. (1996). Market Orientation and Innovation, Journal of Business Research, 35(2), 93-103.
Avlonitis, G., Papastathopoulou, P., and Gounaris, S. (2001). An Empirically-based Typology of Product Innovativeness for New Financial Services: Success and Failure Scenarios. Journal of Product Innovation Management, 18(5), 324-342.
Baker, W. E., and Sinkula, J. M. (2007). Does Market Orientation Facilitate Balanced Innovation Programs? An Organizational Learning Perspective. Journal of Product Innovation Management, 24(4), 316-334.
Ballantyne, D. and Varey, R. J. (2006). Creating Value-in-Use Through Marketing Interaction: The Exchange Logic of Relating, Communicating and Knowing. Marketing Theory, 6(3), 335-48.
Ballantyne, D., and Varey, R. J. (2008). The Service-Dominant Logic and The Future of Marketing. Journal of the Academy of Marketing Science, 36(1), 11-14.
Barcet, A. (2010). Innovation in Services: A New Paradigm and Innovation Model. In F. Gallouj & F. Djellal (Ed.), The Handbook of Innovation and Services: A Multidisciplinary Perspective. Cheltenham: Edward Elgar.
Bartol, K. M., & Srivastava, A. (2002). Encouraging knowledge sharing: The role of organizational reward systems. Journal of Leadership & Organizational Studies, 9(1), 64-76.
Becheikh, N., Landry, R., Amara, N., (2006). Lessons from Innovation Empirical Studies in the Manufacturing Sector: A Systematic Review of the Literature from 1993–2003. Technovation, 26(5/6), 644-664.
Bendik Bygstad, Gjermund Lanestedt (2009), “ICT based service innovation – A challenge for project management”, International Journal of Project Management, Volume 27, Issue 3, pp234-242.
Berry, L. L., Shankar, V., Parish, J. T., Cadwallader, S., and Dotzel, T., (2006). Creating new markets through service innovation. MIT Sloan Management Review, 42(2), 56-63.
Betz (2003), Managing Technological Innovation: Competitive Advantage from Change. New York: WileyInterscience.
Betz, F. (1987). Managing technology competing through new ventures,innovation, and corporate research. New York: Prentice Hall.
Betz, F. (1993). Strategic Technology Management. New York, NY: McGraw Hill .
Blau, P.(1964).Exchange and power in social life.New York:Wiley.
Blazevic, V., and Lievens, A. (2008). Managing Innovation through Customer Coproduced Knowledge in Electronic Services: An Exploratory Study. Journal of the Academy of Marketing Science, 36(3), 138-151.
Bock, G. W., Zmud, R. W., Kim, Y. G., & Lee, J. N. (2005). Behavioral intention formation in knowledge sharing: Examining the roles of extrinsic motivators, social-psychological forces, and organizational climate. MIS quarterly, 87-111.
Baron, R. M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Concepual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173-1182.
Carmeli, A., & Spreitzer, G. M. (2009). Trust, connectivity, and thriving: Implications for innovative behaviors at work. The Journal of Creative Behavior,43(3), 169-178.
Chen, J. S., Tsou, H. T., & Ching, R. K. (2011). Co-production and its effects on service innovation. Industrial Marketing Management, 40(8), 1331-1346.
Cheng, C. C., and Krumwiede, D. (2012). The Role of Service Innovation in the Market Orientation—New Service Performance Linkage. Technovation, 32(7), 487-497.
Chiles, T. H., Tuggle, C. S., McMullen, J. S., Bierman, L., and Greening, D. W. (2010).Dynamic Creation: Extending the Radical Austrian Approach to Entrepreneurship.Organization Studies, 31(1), 7-46.
Chou, T. C., Chang, P. L., Cheng, Y. P., and Tsai, C. T. (2007), “Apath Model Linking Organizational Knowledge Attributes, Information Processing Capabilities, and Perceived Usability,” Information & Management, Vol. 44, No. 4, pp. 408-417.
Cohen, W. M.,Levinthal, D. A.(1990).Absorptive capacity: A new perspective on learning and innovation.Administrative Science Quarterly,35(1),128-152.
Connor, T. (1999). Customer-led and Market-oriented: A Matter of Balance. Strategic Management Journal, 20(12), 1157-1163.
Contigan, R. D., Ilter, S. S., & Berman, J. (1998). A multi-dimensional study of trust In Organizations. Journal of Managerial Issue,10, 303-317.
Cummings, J. (2003). Knowledge Sharing : A Review of the Literature. The World Bank Operations Evaluation Department, Technical report.
Daniel, E.,Storey, C.(1997).On-line banking: Strategic and management challenges.Long Rang Planning,30(6),890-898.
Dao, T. T., and Yang, C. H. (2014). The Effects of Service Innovation on Customer Retention: An Integration of Customer Satisfaction. In Management of Engineering & Technology (PICMET), 2014 Portland International Conference (pp. 1958-1965). IEEE.
Davenport, T. H., & Prusak, L. (1998). Working knowledge: How organizations manage what they know. Harvard Business Press.
De Luca, L. M., and Atuahene-Gima, K. (2007). Market Knowledge Dimensions and Cross-Functional Collaboration: Examining the Different Routes to Product Innovation Performance. Journal of Marketing, 71(1), 95-112.
Deepak, H.(2004).Innovation and technology trajectories in a developing country context: Evidence from a survey of Malaysian firms. Unpublished doctoral dissertation, Georgia Institute of Technology, Georgia.
Den Hertog, P. (2000). Knowledge-Intensive Business Services as Co-producers of Innovation. International Journal of Innovation Management, 4(4), 491-528.
Den Hertog, P., Van der Aa, W., and De Jong, M. W. (2010). Capabilities for Managing Service Innovation: Towards a Conceptual Framework. Journal of Service Management, 21(4), 490-514.
Dewar, R. D., & Dutton, J. E. (1986). The adoption of radical and incremental innovations: An empirical analysis. Management science, 32(11), 1422-1433.
Drejer, I. (2004). Identifying Innovation in Surveys of Services: A Schumpeterian Perspective. Research Policy, 33(3), 551-562.
Droege, H., Hildebrand, D., and Forcada, M. A. H. (2009). Innovation in Services: Present Findings, and Future Pathways. Journal of Service Management, 20(2), 131-155.
Drucker, P. F. (1996). Landmarks of Tomorrow: A Report on the New "Post-Modern" World, Transaction Pub.
Drucker, P. F. (1999). Knowledge-worker productivity: The biggest challenge. California management review, 41(2), 97-95.
Elias, M. A., & Hassan, M. G. (2004). Knowledge Management. New Jersey : Prentice Hall.
Frazier, P. A., Tix, A. P., & Barron, K. E. (2004). Testing moderator and mediator effects in counseling psychology. Journal of Counseling Psychology. 51(1), 115-134.
Faiz, G., & Oliver, W. (1997). Innovation in service. Research policy, 26(4-5), 537-556.
Foss, N. J., & Peersen, T. (2002). Transferring knowledge in MNCs : The role of sources of subsidiary knowledge and organizational context. Journal of International Management, 8(1), 49-67.
Gallouj, F., and Savona, M. (2009). Innovation in Services: A Review of the Debate and a Research Agenda. Journal of Evolutionary Economics, 19(2), 149-172.
Gambetta, D. (1988). Trust: Making and breaking cooperative relations.
Garcia, R., and Calantone, R. (2002). A Critical Look at Technological Innovation Typology and Innovativeness Terminology: A Literature Review. Journal of Product Innovation Management, 19(2), 110-132.
Germain R.,Cornelia D.,William C.(2001).The mediating role of operations knowledge in the relationship of context with performance.Journal of Operations Management,19,453-469.
Gilbert, J. T. (1994). Choosing an Innovation Strategy: Theory & Practice. Business Horizons, 16-22.
Gilbert & Gordey-Hayes(1996).Understanding the process of knowledge transfer to achieve successful technological innovation.Technovation,16(4),301-302.
Gllouj, F. (2002). Innovation and Service and the Attendant Old and New Myths. Journal of Socio-Economics, 31(2), 137-154.
Govindarajan, V., & Trimble, C. (2005). Ten rules for strategic innovators: From idea to execution. Harvard Business Press.
Grant, R. M. (1996). Toward a knowledge – based theory of the firm.Strategic Management Journal, 17, 109-122.
Griffin, A. (1997). The Effect of Project and Process Characteristics on Product Development Cycle Time. Journal of Marketing Research, 34(1), 24-35.
Grönroos, C. (1994). From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing, Asia-Australian Marketing Journal, 2(1), 9-29.
Grönroos, C. (2000). Service Management and Marketing: A Customer Relationship Management Approach. West Sussex, UK: Wiley.
Gulati, R., Singh, H.(1998).The Architecture of Cooperation: Managing Coordination Costs and Appropriation Concerns in Strategic Alliances.Administrative Science Quarterly,43
Hansen, M. T. (1999). The search-transfer problem: The role of weak ties in sharing knowledge across organization subunits. Administrative science quarterly, 44(1), 82-111.
Henderson, R. M., & Clark, K. B. (1990). Architectural innovation: The reconfiguration of existing product technologies and the failure of established firms. Administrative science quarterly, 9-30.
Hendriks, P. (1999). Why share knowledge ? The influence of ICT on motivation for knowledge sharing. Knowledge and Process Management, 6(2), 91-100.
Hill, T. P. (1977). On goods and services. Review of income and wealth, 23(4), 315-338.
Hipp, C., & Grupp, H. (2005). Innovation in the service sector: The demand for service-specific innovation measurement concepts and typologies. Research policy, 34(4), 517-535.
Hipp, C., Tether, B. S., & Miles, I. (2000). The incidence and effects of innovation in services: evidence from Germany. International Journal of Innovation Management, 4(04), 417-453.
Holtshouse, D. (1998). Knowledge research issues. California management review, 40(3), 277-280.
Homans, G. C. (1961). Social behavior: Its elementary forms. New York:Harcourt Brace & World, Inc.
Hosmer, L., T. (1995) “Trust: The connecting link between organizational theory andbehavior”, Academy of Management Review, 20(2), 379-404.
Howell J. (1996). Tacit knowledge, innovation and technology transfer.Technology Analysis & Strategic Management,8(2), 91-106.
Huff, L., & Kelley, L. (2003). Levels of organizational trust in individualist versus collectivist societies: A seven-nation study. Organizational Science, 14 (1), 81-90.
Hunt, S. D., and Morgan, R. M. (1995). The Comparative Advantage Theory of Competition. The Journal of Marketing, 59(2), 1-15.
Hunt, S. D., and Morgan, R. M. (1996). The Resource-advantage Theory of Competition: Dynamics, Path Dependencies, and Evolutionary Dimensions. The Journal of Marketing, 60(4), 107-114
Jan, V.,Christian, Z(2005).Introduction: Innovation in Services.Industry and Innovation,12(2),147-152.
Johnson, S., Menor, L., Roth, A., and Chase, R., (2000). A Critical Evaluation of the New Service Development Process. In: Fitzsimmons, J., Fitzsimmons, M. (Ed.), New Service Development, Sage, Thousand Oaks, CA, 1-32.
Jones, G. R., & George, J. M. (1998). The experience and evolution of trust: Implications for cooperation and teamwork. Academy of management review, 23(3), 531-546.
Kalling, T. (2003). Organization‐internal transfer of knowledge and the role of motivation: a qualitative case study. Knowledge and Process management, 10(2), 115-126.
Keskin, H. (2006). Market Orientation, Learning Orientation, and Innovation Capabilities in SMEs: An Extended Model. European Journal of Innovation Management, 9(4), 396-417.
Kim, W. C., & Mauborgne, R. (1998). Procedural justice, strategic decision making, and the knowledge economy. Strategic management journal, 323-338.
Kotler, P. (1972). A generic Concept of Marketing. Journal of Marketing, 36(2), 46-54.
Kotler, P. (2012). Kotler on Marketing. Simon and Schuster.
Kotler, P., & Armstrong, G. (2012). Marketing. Decimocuarta Edición.
Kotler, P., and Levy, S. J. (1969). Broadening the Concept of Marketing. Journal of Marketing, 33(1), 10-15.
Lewis, J. D., & Weigert, A. (1985). Trust as a social reality. Social forces, 63(4), 967-985.
Lin, C. P. (2007). To share or not to share : Modeling tacit knowledge sharing, its mediators and antecedents. Journal of business ethics, 70(4), 411-428.
Liu, S. (2013). Innovation Management in Knowledge Intensive Business Services in China.Springer.
Louis, K. S., & Murphy, J. (2017). Trust, caring and organizational learning: the leader's role. Journal of Educational Administration, 55(1), 103-126.
Luecke, R (2003), Harvard Business Essentials: Managing Creativity and innovation. New York: Harvard Business School Publishing Corporation.
Lusch, R. F., and Vargo, S. L. (2014). Service-Dominant Logic: Premises, Perspectives, Possibilities. Cambridge, MA. Cambridge University Press.
Lusch, R. F., Vargo, S. L., and O’Brien, M. (2007). Competing through Service: Insights from Service-Dominant Logic. Journal of Retailing, 83(1), 5-18.
Lynskey, M. J. (1999). The transfer of resources and competencies for developingtechnological capabilities-the case of Fujitsu-ICL. Technology analysis andstrategic management, Abingdon, 11(3), 317-336.
Madhavan, R., and Grover, R. (1998). From Embedded Knowledge to Embodied Knowledge: New Product Development as Knowledge Management. Journal of Marketing, 62(4), 1-12.
Mayer R.C. & Norman, P.M. (2004). “Exploring Attributes of Trustworthiness: AClassroom Exercise”, Journal of Management Education, Vol 28, number 2, 224-249.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of Organ iza-tional trust. Academy of Management Review, 20(3), 709-734.
McAllister, D. J. (1995). Affect-and cognition-based trust as foundations for interpersonal cooperation in organizations. Academy of management journal, 38(1), 24-59.
McDermott, C. M., and Prajogo, D. I. (2012). Service Innovation and Performance in SMEs. International Journal of Operations & Production Management, 32(2), 216-237.
Menor, L. J., and Roth, A. V. (2007). New Service Development Competence in Retail Banking: Construct Development and Measurement Validation. Journal of Operations Management, 25(4), 825-846.
Menor, L. J., and Roth, A. V. (2008). New Service Development Competence and Performance: An Empirical Investigation in Retail Banking. Production and Operations Management, 17(3), 267-284.
Merriam, S. B.,Caffarella, R. S.(1991).Learning in adulthood: A cobprehensive guide.San Francisco:Jossey-Bass.
Michel, S., Brown, S. W. and Gallan, A. S. (2008b). Service Logic Innovations: How to Innovate Customers, Not Products. California Management Review, 50(3), 49-65.
Michel, S., Brown, S. W., and Gallan, A. S. (2008a). An Expanded and Strategic View of Discontinuous Innovations: Deploying a Service-Dominant Logic. Journal of the Academy of Marketing Science, 36(1), 54-66.
Mishra, A. K. (1996).Organizational Responses to Crisis：TheCentrality of Trust.in R. M. Kramer & T.R. Tyler (eds.),Trust in Organizations:Frontiers of Theory and Research(pp.261-287).Thousand Oaks, CA：Sage Publications.
Montoro-Sanchez, A., Ortiz-de-Urbina-Criado, M., & Mora-Valentín, E. M. (2011). Effects of knowledge spillovers on innovation and collaboration in science and technology parks. Journal of knowledge management, 15(6), 948-970.
Morgan, R.M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20-38.
Nijssen, E., Hillebrand, B., and Vermeulen, P., (2005). Unraveling Willingness to Cannibalize: A Closer Look at The Barrier to Radical Innovation. Technovation, 25(12), 1400-1409.
Nonaka, I., & Takeuchi, H. (1995). The knowledge-creating company: How Japanese companies create the dynamics of innovation. Oxford university press.
Nyhan, R. C., & Marlowe Jr, H. A. (1997). Development and psychometric properties of the organizational trust inventory. Evaluation Review, 21(5), 614-635.
Oke, A. (2007). Innovation Types and Innovation Management Practices in Service Companies. International Journal of Operations & Production Management, 27(6), 564-587.
Ordanini A., and Parasuraman A. (2011). Service Innovation Viewed Through a Service-Dominant Logic Lens: A Conceptual Framework and Empirical Analysis, Journal of Service Research, 14(1), 3-23.
Paladino, A. (2007). Investigating the drivers of innovation and new product success: A comparison of strategic orientations. Journal of Product Innovation Management, 24(6), 534-553.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(3), 41-50.
Plumb, I., & Zamfir, A. (2011). A possible model for developing students’ skill within the knowledge – based economy. Amfiteatru Economic,482-496
Podsakoff, P. M., MacKenzie, S. B., Moorman, R. H., & Williams, M. L. (1990). Transformational leader behaviors and their effects on follows truth in leader, satisfaction, and organizational citizenship behaviors. Leadership Quarterly, 1, 107-142.
Porter, M. E. (1990). The Competive Advantage of Nations. London and Basingstoke. PorterThe Competive Advantage of Nations1990.
Quinn, J.B., Anderson, P., & Finkelstein ,S.,（1996）.Managing professional intellect: Making the most of the best‖ , Harvard Business Review, Vol.74, No.2, pp.71-80.
Rahim,A.R.A.,＆Nahurdin,A.M.(2008).Trust in organizational and workplace deviant behavior:The moderating effect of locus of control.gadjah Mada international Journal of Business,10(2)221-235.
Rogers, E. M., & Allbritton, M. M. (1995). Interactive communication technologies in business organizations. The Journal of Business Communication (1973), 32(2), 177-195.6
Rotter, J. B. (1967). A new scale for the measurement of interpersonal trust. Journal of personality, 35(4), 651-665.
Rotter, J. B. (1980). Interpersonal trust, trustworthiness, and gullibility. American psychologist, 35(1), 1.
Rousseau, D. M., Sitkin, S. B., Burt, R. S., & Camerer, C. (1998). Not so different after all: A cross-discipline view of trust. Academy of management review, 23(3), 393-404.
Schwab, D. P. (2005). Research methods for organizational studies. New Jersey:Lawrence Erlbaum Associates.
Schumann, P. A., Prestwood, D. C., Tong, A. H., and Vanston, J. H. (1994). Innovate: Straight Path to Quality Customer Delight & Competitive Advantage, McGraw-Hill, New York.
Schumpeter, J. A. (1934). The Theory of Economic Development. Tr. Redvers Opie. Cambridge: Harvard University Press. (New York: Oxford University Press, 1961.) Translation based on Schumpeter (1926).
Senge, P. (1990). The fifth discipline: The art and science of the learning organization. New York: Currency Doubleday.
Senge, P. (1997). Sharing Knowledge. Executive Excellence, 14(11), 17-18.
Senge, P. (1997). Sharing knowledge: the leader's role is key to a learning culture. Executive excellence, 14, 17-17.
Shaw, R. B. (1997). Trust in the balance: Building successful organizations on results, integrity, and concern. San Francisco: Jossey-Bass, Inc
Sheppard, B. H., & Sherman, D. M. (1998). The grammars of trust: A model and general implications. Academy of management Review, 23(3), 422-437.
Sherwood, A. L., and Covin, J. G. (2008). Knowledge Acquisition in University-Industry Alliances: An Empirical Investigation from a Learning Theory Perspective. Journal of Product Innovation Management, 25(2), 162-179.
Sheth, J. N., Sisodia, R. S., and Sharma, A. (2000). The Antecedents and Consequences of Customer-centric Marketing. Journal of the Academy of Marketing Science, 28(1), 55-66.
Simpson, J. T., & Mayo, D. T. (1997). Relationship management: A call for fewer influence attempts. Journal of Business Research, 39, 209-218.
Sitkin, S. B., & Roth, A. L. (1993). Explaining the Limited Effectiveness ofLegalistic Remedies for Trust/Distrust. Organization Science, 4(3),367-392.
Smedlund, A. (2008). The knowledge system of firm : social capital for explicit, tacit and potential knowledge. Journal of Knowledge Management, 12(1), 63-77.
Smith, M., Busi, M., Ball, P., and Meer, R. (2008). Factors Influencing an Organisations ability to Manage Innovation: a Structured Literature Review and Conceptual Model. International Journal of Innovation Management, 12(4), 655-676.
Stevens, E., and Dimitriadis, S. (2004). New Service Development through the Lens of Organisational Learning: Evidence from Longitudinal Case Studies. Journal of Business Research, 57(10), 1074-1084
Sundbo, J. (2008). Customer-based Innovation of Knowledge E-services: The Importance of After-innovation. International Journal of Services Technology and Management, 9(3), 218-233.
Teece, D. J.(1998).Capturing Value from Knowledge Assets: The New Economy, Markets for Know-How, and Intangible Assets.California Management Review,40(3)
Tellis, G. J., Prabhu, J. C., and Chandy, R. K. (2009). Radical Innovation Across Nations: The Preeminence of Corporate Culture. Journal of Marketing, 73(1), 3-23.
Tether, B. S., & Hipp, C. (2002). Knowledge intensive, technical and other services: patterns of competitiveness and innovation compared. Technology Analysis & Strategic Management, 14(2), 163-182.
Tidd, J., and Hull, F. M. (2003). Service Innovation: Organizational Responses to Technological Opportunities & Market Imperatives (Vol. 9). Imperial College Press, London.
Tsai, W.,Ghoshal, S.(1998).Social capital and value creation: The role of intrafirm networks.Academy of Management Journal,41(4),464-476.
Tyler, T. R., & Degoey, P. (1996). Trust in organizational authorities: The influence of motive attributions on willingness to accept decisions. In R. M. Kramer & T. R. Tyler (Eds.), Trust in organizations: Frontiers of and theory and research (pp.331-356). Thousand Oaks, CA: Sage Publications.
Van den Hooff, B.,Van Weenen, F. de L.(2004).Committed to share: Commitment and CMC use as antecedents of knowledge sharing.Knowledge and Process Management,11(1),13-24.
Van der Aa, W., & Elfring, T. (2002). Realizing innovation in services. Scandinavian Journal of Management, 18(2), 155-171.
Van Maele, D., & Van Houtte, M. (2012). The role of teacher and faculty trust in forming teachers' job satisfaction: Do years of experience make a difference?. Teaching and Teacher Education, 28(6), 879-889.
Vang, J., and Zellner, C. (2005). Introduction: Innovation in Services. Industry & Innovation, 12(2), 147-152.
Vargo S. L. (2011). On Marketing Theory and Service-Dominant Logic: Connecting Some Dots. Marketing Theory, 11(1), 3-8.
Vargo, S. L., and Lusch, R. F. (2004b). The Four Services Marketing Myths: Remnants from a Manufacturing Model. Journal of Service Research, 6(4), 324-35.
Vargo, S. L., and Lusch, R. F. (2008a). Service-Dominant Logic: Continuing the Evolution.Journal of the Academy of Marketing Science, 36(1), 1-10.
Vargo, S. L., and Lusch, R. F. (2008b). From Goods to Service(s): Divergences and Convergences of Logics. Industrial Marketing Management, 37(3), 254-259.
Vermeulen, P., & Van Der A. W. (2003). Organizing Innovation in Services. Imperial College Press.
Vincent, L. H., Bharadwaj, S. G., and Challagalla, G. N. (2004). Does Innovation Mediate Firm Performance? A Meta-Analysis of Determinants and Consequences of Organizational Innovation, Working Paper, Georgia Institute of Technology, Atlanta,GA.
Voss, C., Johnston, R., Silvestro, R., Fitzgerald, L., and Brignall, T.(1992) Measurement of innovation and design performance in service，Design Management Journal,3(1), 40-46.
Whitener, E. M., Brodt, S. E., Korsgaard, M. A., & Werner, J. M. (1998). Managers as Initiators of trust: An exchange relationship framework for understanding managerial trustworthy behavior. Academy of Management Review, 23(3),513-530.
Wijnhoven, F. (1998). Knowledge logistics in business contexts: analyzing and diagnosing knowledge sharing by logistics concepts. Knowledge and Process Management, 5(3), 143-157.
Williams, L. J., & Anderson, S. E. (1991). Job satisfaction and organizational commitment as predictors of organizational citizenship and in-role behaviors. Journal of management, 17(3), 601-617.
Williamson, O. E. (1975). Markets and hierarchies: analysis and antitrust implications: a study in the economics of internal organization.
Wilson, A., Zeithaml, V. A., Bitner, M. J., and Gremler, D. D. (2012). Services Marketing: Integrating Customer Focus Across the Firm (5th ed), McGraw-Hill, NY.
Zack, M. H. (1999), “Managing Codified Knowledge,” Sloan Management Review, Vol. 40, No. 4, pp.45-58.
Zaheer, A., McEvily B. & Perrone, V. (1998). Does trust Master? Exploring the Effects of Interorganizational and Interpersonal Trust on Performance. Organization Science, 9(2), 141-159.
Zucker, L. G. (1986). Production of trust: Institutional sources of economic structure, 1840–1920. Research in organizational behavior.