本篇論文結合波特價值鏈分析與組織動態能力觀點，探討企業價值鏈分割之議題。本研究以電信產業中的F公司的客服中心為個案研究對象，依循「環境、策略、組織、能力」的脈絡，探討電信業者的外部環境現況、內部環境現況、組織能力，以及相關多角化等策略議題。

本論文分析F公司目前擁有之動態能力，以動態能力觀點評估其客服中心價值活動分割之可行性，對比直接分割與漸進式分割之模式差異，並建議F公司採取漸進式之分割模式。

本論文之研究發現對服務產業之價值活動分割議題提出具體之分析與建議

This thesis uses value chain analysis and dynamic capability to examine the spin off of call center activity.

Using a case study methodology, the author investigates a call center of F company in the telecommunication industry.

The study analyzes the dynamic capabilities of F company, evaluates the feasibility of spinning off the call center, contrasts the differences of two spin off modes, and suggests that F company adopts the indirect approach to spin off the call center.

The research findings contributes to the understanding of the value activity spin off issue in the service industry.

書名頁
論文口試委員審定書
授權書
中文摘要
英文摘要
誌謝
目錄
表目錄
圖目錄
第一章　緒論
第一節　研究背景與動機
第二節　研究目的
第三節　研究流程
第二章　文獻探討
第一節　競爭優勢
第二節 動態能力
第三節　價值鏈分析
第三章　研究方法
第一節　研究架構
第二節　研究範圍與對象
第三節　研究設計
第四章　個案資料分析
第一節　客服產業介紹
第二節 研究個案介紹
第三節 以動態能力探討分割前後之差異分析
第四節 分割模式之差異分析
第五章　結論與建議
第一節　研究發現
第二節　研究貢獻與管理意涵
第三節　未來研究方向
參考文獻
中文書目
英文文獻

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