(3.236.122.9) 您好!臺灣時間:2021/05/12 20:21
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果

詳目顯示:::

我願授權國圖
: 
twitterline
研究生:吳中莉
研究生(外文):Wu, Chung-Li
論文名稱:以動態能力探討價值鏈分割之可行性-以客服中心為例
論文名稱(外文):Spin-Off Exploration of the Value Chain Using the Dynamic Capabilities-A Case Study of A Call Center
指導教授:陳俊忠陳俊忠引用關係
指導教授(外文):Chen, Chun-Chung
學位類別:碩士
校院名稱:元智大學
系所名稱:管理研究所
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2005
畢業學年度:94
語文別:中文
論文頁數:60
中文關鍵詞:動態能力價值鏈分割客服公司席次
外文關鍵詞:dynamic CapabilitiesValue ChainSpin OffCall CenterSeats
相關次數:
  • 被引用被引用:0
  • 點閱點閱:96
  • 評分評分:系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:0
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
中文書目
1.方志民,(2000),《企業競爭優勢》,台北:前程企管。
2. 司徒達賢,(1995),「資源基礎理論與企業競爭優勢關係之探討」,《行政院國家科學委員會專題研究計畫成果報告》,台北:國科會。
3. 司徒達賢,( 1995 ),《策略管理》,遠流出版社。
4.司徒達賢,( 2001 ),《策略管理新論》— 觀念架構與分析方法,智勝文化事業有限公司。
5.李吉仁,( 1999 ),「組織結構與策略」,國立台灣大學國際企業學研究所EMBA,策略管理教學講義。
6.李明德 、 曾俊欽,(2003),《科技客服》—客服中心的系統建置,台灣培生教育出版有限公司。
7.吳思華,(1996),《策略九說:策略思考的本質》,台北:臉譜。
8.吳清閔,(1997),「動態能力觀點下廠商成長模式之研究—我國主機板產業之實證」,國立成功大學國企所碩士論文。
9.李晉求,(2000),「知識管理活動中資訊科技與組織因素如何提升組織動態能力之研究」,國立暨南國際大學國際企業學系碩士論文。
10.余雅文,(2003),「企業動態能力之探究與衡量」,國立嘉義大學管理研究所碩士論文。
11.林靜宜,(2002),「知識移轉與動態能力關係研究-台灣資訊電子廠商觀點」,國立東華大學企業管理學系碩士論文。
12.涂瑞德,(1997),「技術知識特質、產品開發團隊與組織動態能耐關係之研究」,國立政治大學科技管理研究所碩士論文。
13.張旭男,(2001),「應用動態能力架構探討企業發展途徑」,東海大學企業管理學系碩士論文。
14.張志堅,(2000),「動態能耐管理與競爭互動之研究」,義守大學管理研究所碩士論文。
15.許興豪,(1999),「技術知識特質、組織平台情境與組織動態能耐之研究—以工研院光電所為例」,輔仁大學管理學研究所碩士論文。
16.郭美懿,(2000),「從自有走向專業分工-Call Center也吹委外風」,《通訊雜誌》,第76期,頁45~48。
17.楊淑慧,(2004),「新行業:Call Center」,《財訊雜誌》,265期。
18.賴建男,(1996),「台灣IC設計業中技術知識特質與組織動態能耐之研究」,國立政治大學科技管理研究所。

外文文獻
1.Amit, R. and P. J. H. Schoemaker(1993), “Strategic Assets and Organizational Rent,” Strategic Management Journal, Vol. 14, pp.33-46.
2.Ansoff, H. I.(1965), Corporate Strategy, New York: Mcgraw-Hill.
3.Ansoff, H. I.(1978), “The Changing Shape of the Strategic Problem,” in D.E. Schendel and C.W. Hofer(eds.), Strategic management: A new View of Business Policy and Planning, Boston and Toronto: Little, Brown and Company, pp30-44.
4. Ansoff, H. I. and R. G. Brandenburg(1971), “A Language for Organization Design: Parts I and II,” Management Science, Vol. 17, No. 12, pp. 705-731.
5.Argyris, C. and D. A. Schon(1978), Organizational Learning: A Theory of Action Perspective, Addison-Wesley, Reading, MA.
6.Barney, J.(1986), “Strategy factor market: Expectation, luck, and business strategy,” Management Science, Vol. 32, pp.1231-1241.
7.Barney, J.(1991), “Firm resources and sustained competitive advantage,” Journal of Management, Vol.17, pp.99-120.
8.Barney, J.(1997), Gaining and Sustaining Competitive Advantage. Addison-Wesley: Reading, MA.
9.Barney, J.(2001), “Resource-based theories of competitive advantage: A ten-year retrospective on the resource-based view,” Journal of Management, Vol. 27, pp.643-650.
10. Boulding, W., A. Kalra, R. Staelin & V.A. Zeithaml (1993), “A dynamic processmodel of service quality: from expectations to behavioral intentions,” Journal ofMarketing Research, 30(February), 7-27.
11.Brathwaite, Value-Chain Assessment of The Travel Experience,TheConell H.R.A. Quqrterly,p.41-49,October 1992
12.Capron, L., P. Dussauge and W. Mitchell(1998), “Resource Redeployment Following Horizontal Acquisitions in Europe and North America, 1988-1992,” Strategic Management Journal, Vol. 19, No. 7, pp. 631-661.
13.Cleveland, B. and Minnucci, J., “Developing The E-Enabled Call Center:A StrategicPerspective,” Business Communications Review , June 2000, pp. 44-50.
14.Clark, K. B. and T. Fujimoto(1991), Product Development Performance: Strategy, Organization, and Management in the World Auto Industry, Harvard Business School
15.Collis, D. J.(1996), “Organizational Capabilities as a Source of Profit,” Organizational Learning and Competitive Advantage, Sage: London, pp.139-163.
16.Collis, D. J. and C. A. Montgomery(1995), “Competing on Resources: Strategy in the 1990s,” Harvard Business Review, July-August, pp.118-128.
17.Dierickx, I. and K. Cool(1989), “Asset Stock Accumulation and Sustainability of Competitive Advantage,” Management Science, Vol. 35, No. 12, pp.1504-1513.
18.Eisenhardt, K. and J. Martin(2000), “Dynamic Capability: What are they?” Strategic Management Journal, Vol. 21, pp.1105-1121.
19.Grant, R. M.(1996), ”Prospering in Dynamically-competitive Environments:Organizational Capability as Knowledge Integration,” Organization Science, Vol. 7, No.4, pp. 375-387.
20.Grant, R. M.(1998), Contemporary Strategy Analysis, Black-well: Malden, MA.
21.Griffith, D. A. and M. G. Harvey(2001), “A Resource Perspective of Global Dynamic Capabilities,” Journal of International Business Studies, Vol. 32, No. 3, pp. 597-606.
22.Gulati, R.(1999), “Network Location and Learning: The Influence of Network Resources and Firm Capabilities on Alliance Formation,” Strategic Management Journal, Vol. 20, No. 5, pp. 397-420.
23.Hall, R.(1992), “The Strategic Analysis of Intangible Resources,” Strategic Management Journal, Vol. 13, No. 2, pp.135-144.
24.Hamel, G.(1994), The Concept of Core competence. G. Hamel, A. Heene, eds. Competence-based Competition. John Wiley, Chischester, UK.
25.Hansen, M. T.(1999), “The Search-Transfer Problem: The Role of Weak Ties in Sharing Knowledge Across Organization Subunits,” Administrative Science Quarterly(March), Vol. 44, pp. 82-111.
26.Hargadon, A. and R. I. Sutton(1997), “Technology Brokering and Innovation in a Product Development Firm,” Administrative Science Quarterly, Vol. 42, No. 4, pp. 716-749.
27.Hart, C. W. L., J. L. Heskett, & W. E. Jr. Sasser (1991), “Surviving a customer’srage,” Successful Meetings, New York, 40(Spring), 5, 68-74.
28.Heskett, J. L., W.E. Sasser & C.E. Hart (1989): Service breakthrough, New York:The Free Press.
29.Helfat, C. E.(1997), “Know-How and Asset Complementarity and Dynamic Capability Accumulation: The Case of R&D,” Strategic Management Journal, Vol.18:5, pp. 339-360.
30.Henderson, R. and I. Cockburn(1994), “Measuring Competence?Exploring Firm Effects in Pharmaceutical Research,” Strategic Management Journal, Vol. 15, pp.63-84.
31.Iansiti, M. and K. B. Clark(1994), “Integration and Dynamic Capabilities: Evidence from Product Development in Automobiles and Mainframe Computers,” Industrial and Corporate Change, Vol.3(3), pp.557-605.
32.Itami, H. and T. Roehl(1987), Mobilizing Invisible Assets, Harvard University Press, Cambridge, MA.
33.King, A. A. and C. L. Tucci(2002), “Incumbent Entry into New Market Niches: The Role of Experience and Managerial Choice in the Creation of Dynamic Capabilities,” Management Science, Vol.48(2), pp.171-186.
34.Kogut, B. and U. Zander(1992a), “Knowledge of the Firm, Combinative capabilities, and the replication of technology,” Organization Science, Vol.3, No. 3, pp. 383-397.
35.Kusunoki, K., I. Nonaka, and A. Nagata(1998), “Organizational Capabilities in Product Development of Japanese Firms:A Conceptual Framework and Empirical Findings,” Organization Science, Vol.9, No.6, November-December, pp.699-718.
36.Lawrence, P. R. and J. W. Lorsch(1967), Organization and Environment: Managing Differentiation and Integration, Irwin, Homewood, IL.
37.Leonard-Barton, D.(1992), “Core Capabilities and Core Rigidities:A Paradox in Managing New Product Development,” Strategic Management Journal, Vol. 13, pp.111-125.
38.Lieberman, M. B., L. J. Lau and M. D. Williams(1990)“Firm-level productivity and management influence: A comparison of U.S. and Japanese auto-mobile producers,” Management Science, Vol. 36, pp. 1193-1215.
39.Mintzberg, H. (1987), “The strategy concept II: Another Look at why organizations need strategies”, Berkeley, California Management Review, Vol.30,fal, pp.25-32
40.Mitchell, W.(1989), “Whether and when? Probability and timing of incumbent’s entry into emerging industrial subfields,” Administrative Science Quarterly, Vol. 34, pp.208-230
41.Molin, M. J.(2000), “Dynamic Capabilities, How Can We Make Them Work?” working paper.
42.Montealegre, R.(2002), “A Process Model of Capability Development:Lessons from the Electronic Commerce Strategy at Bolsa de Valores de Guayaquil,” Organization Science, Vol.13, No.5, September-October, pp.514-531.
43.Nelson, R. and S. G. Winter(1982), An Evolutionary Theory of Economic Change, Belknap Press of Harvard University Press, Cambridge, MA.
44.Nelson, R. R.(1991), “Why do firms differ and how does it matter?” Strategic Management Journal, Vol. 12, pp.61-74.
45.Penrose, E. G.(1959), The Theory of the Growth of the Firm, Wiley, New York.
46.Pentroni, A.(1998), “The Analysis of Dynamic Capabilities in a Competence-Oriented Organization,” Technovation, Vol. 18, No. 3, pp. 179-189.
47.Porter, M. E.(1980), Competitive Strategy: Techniques for analyzing Industries and Competitors, Free Press: New York.
48.Porter, M. E.(1985), Competitive Advantage: Creating and Sustaining Superior Performance, Free Press: New York.
49.Porter, M. E.(1990), The Competitive Advantage of Nations, Macmillan: New York.
50.Porter, M. E.(1991), “Toward a dynamic theory of strategy,” Strategic Management Journal, Winter Special Issue 12, pp.95-117.
51.Powell, T. C.(2001), “Competitive Advantage:Logical and Philosophical Considerations,” Strategic Management Journal, Vol. 22, pp.875-888.
52.Prahalad, C. K. and G. Hamel(1990), “The Core Competence of the Organization,” Harvard Business Review, May-June.
53.Reichheld, F. F. & D. W. Kenny (1990-1991), “The hidden advantages of customer retention,” Journal of Retail Banking, 4 (Winter), pp.19-23.
54.Reimann, Sustaining the Competitive Advantage,Planning Review,p.30-39,1989.
55.Richardson, G. B.(1972), “The Organization of Industry,” The Economic Journal, Vol. 82, Issue 327, Sept, pp.883-896.
56.Roberts, P.(1999), “Product innovation, product-market competition, and persistent profitability in the U.S. pharmaceutical industry,” Strategic Management Journal, Vol. 20, No. 7, pp.655-670.
57.Schumpeter, J. A.(1942), Capitalism, Socialism and Democracy, Harper, New York.
58.Shank and Govindarajan, Strategic Cost Management, The Free Press,1993
59.Simon, H. A.(1969), Sciences of Artificial, Cambridge, MA: M.I.T. Press
60.Spanos, Y. E. and S. Lioukas(2001), “An Examination Into the Causal Logic of Rent Generation:Contrasting Porter’s Competitive Strategy Framework and the Resource-Based Perspective,” Strategic Management Journal, Vol. 22, pp. 907-934.
61.Spender, J. C.(1994), “The Geo-graphics of Strategic Competence,” Mimeo, Rutegers University, Presented at the Prince Bertil Symposium on the Dynamic Firm, Stockholm.
62.Szulanski, G.(1996), “Exploring Internal Stickiness: Impediments to the Transfer of Best Practice Within the Firm,” Strategic Management Journal, Winter Special Issure 17, pp. 27-43.
63.Teece, D. J(1986), “Profiting from Technological Innovation,” Research Policy, Vol. 15, No. 6, pp. 285-305.
64.Teece, D. J(1988), “Technological change and the nature of the Firm,” G. Dosi et al. eds. Technical Change and Economic Theory. Francis Pinter, London, UK.
65.Teece, D. J., G. Pisano and A. Shuen(1992), “Dynamic Capabilities and Strategic Management,” Mimeo, Haas School of Business, University of California, Berkeley, CA.
66.Teece, D. J(1994), “The Dynamic capabilities of Firms: an Introduction,” Industrial and Corporate Change, Vol. 5, No. 3, pp. 537-556.
67.Teece, D. J., G. Pisano and A. Shuen(1997), “Dynamic Capabilities and Strategic Management,” Strategic Management Journal, Vol. 18, pp.509-533.
68.Ulrick D. and D. Lake (1991), “Organizational capability: creating competitiveadvantage”, Academy of Management Executive, Vol. 5, No. 1, pp.77-92.
69.Volberda, H. W.(1996), “Toward the Flexible Form:How to Remain Vital in Hypercompetitive Environments,” Organization Science, Vol.7, No.4, July-August, pp.359-374.
70.Volberda, H. W.(1998), Building the Flexible Firm, Oxford University Press, pp. 117
71.Wernerfelt, B.(1984), “A Resource-Based View of the Firm,” Strategic Management Journal, Vol. 5, No. 2, pp.171-180.
72.Woodruff, R.B., E.R. Cadotte & R.L. Jenkins (1983), “Modeling consumer satisfaction processes using experience-based norms,” Journal of Marketing Research, 20, 3, 296-304.
73.Zollo, M. and H. Singh(1998), “The Impact of Knowledge Codification, Experience Trajectories and Integration Strategies on the Performance of Corporate Acquisitions,” Academy of Management Beat Paper Proceedings, San Diego, CA.
74.Zollo, M. and S. G. Winter(2002),“ Deliberate Learning and the Evolution of Dynamic Capabilities,” Organization Science, Vol. 13, No.3, pp. 339-351.
75.Zott, C.(2003), “Dynamic capabilities and the Emergence of Intra-industry Differential Firm Performance: Insights from a Simulation Study,” Strategic Management Journal, Vol. 24, pp.97-125.
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
系統版面圖檔 系統版面圖檔