臺灣博碩士論文加值系統

In the service economy of the 21st century, companies face intense competition in providing customer-centric products and services. In an environment where emerging technologies constantly stimulate innovative methods of service delivery, customer and technological knowledge remain the primary types of information applied by a company in providing customers with quality products and services. Managing knowledge interactions for synergetic business operations is critical in building a service-oriented infrastructure for continuous innovation.
This study explores the pattern of knowledge interaction between R&D and marketing departments. Knowledge possessed by R&D department is defined as technological knowledge, while knowledge possessed by marketing department is defined as customer knowledge. First, the concepts, theories, and relevant research regarding the relationship between customer and technological knowledge is reviewed. Based on boundary-spanning theory, this study conducts an exploratory case study to examine the interaction between customer and technological knowledge. The case study focuses on the interaction between sales personnel and R&D employees across three levels of interaction, the syntactic, semantic, and pragmatic. This study found that different types of knowledge and activities between R&D and marketing departments generate different results. This study also found that most business knowledge for innovation is generated at the knowledge interaction between semantic and pragmatic level. Another finding is that Field Application Engineers play the important roles of boundary spanner because they possess both technological knowledge and customer knowledge for their specialized field. Boundary spanners serve as both filters and facilitators in information transmittal between internal units, and play an important role in the transfer of ideas within organizations. To develop critical innovations, businesses should interact according to what type of knowledge accessed.

CHAPTER 1: INTRODUCTION 7
CHAPTER 2: LITERATURE REVIEW 9
2.1 Characteristics of knowledge in the service economy 9
2.2 Development of customer knowledge and technological knowledge 10
2.2.1 Customer knowledge 10
2.2.2 Technological knowledge 10
2.2.3 The application of customer knowledge and technological knowledge
……………………………………………………………………………..11
2.2.4 Relationship between customer and technological knowledge in the service economy environment……………………………………………..13
2.3 Internal knowledge transfer 15
2.3.1 Boundary spanning 16
CHAPTER 3: REARCH METHOD 21
3.1. Research framework 21
3.2.1. Research process 22
3.3. Data collection and analysis 23
3.3.1 Data Collection 24
3.3.2 Data analysis 24
CHAPTER 4: RESULTS 26
4.1 Company A: Sunplus Technology Company 26
4.1.1 Background 26
4.1.2 Activities of company across the three levels of boundaries 26
4.1.3 Interaction between customer knowledge and technological knowledge 26
4.2 Company B: Audix 29
4.2.1 Background 29
4.2.2 Activities of company across the three levels of boundaries 29
4.2.3 Interaction between customer knowledge and technological knowledge 29
4.3 Company C: Lite-On Technology 32
3.1 Background 32
4.3.2 Knowledge of company across three levels of boundaries 32
4.3.3 Interaction between customer knowledge and technological knowledge 32
4.4 Company D: Avant Technology Inc 34
4.4.1 Background 34
4.4.2 Activities of company across three levels of boundaries 34
4.4.3 Interaction between customer knowledge and technological knowledge 34
4.5 Company E: MiTAC Inc 36
4.5.1 Background 36
4.5.2 Activities of company across the three levels of boundaries 36
4.5.3 Interaction between customer knowledge and technological knowledge 36
4.6 Company F: TSMC 38
4.6.1 Background 38
4.6.2 Activities of company across the three levels of boundaries 38
4.6.3 Interaction between customer knowledge and technological knowledge 38
4.7 Company G: Asus 40
4.7.1 Background 40
4.7.2 Activities of company across the three levels of boundaries 40
4.7.3 Interaction between customer knowledge and technological knowledge 40
4.8 Company H: Zhongshi 42
4.8.1 Activities of company across three levels of boundaries 42
4.8.2 Interaction between customer knowledge and technological knowledge 42
4.9 Company I: Deanway 44
4.9.1 Activities of company across the three levels of boundaries 44
4.9.2 Interaction between customer knowledge and technological knowledge 44
CHAPTER 5: DISCUSSION 46
5.1 Knowledge processes involving technological knowledge and customer knowledge carriers 46
5.2 Activity between technological / customer knowledge carriers 49
5.3 Field Application Engineer as a boundary spanner 51
CHAPTER 6: Conclusion 54
6.1 Conclusion 54
6.2 limitations 54
6.3 Academic contribution 55
6.4 Managerial implications 55
6.5 Further Research 55
References 56

Abdelkader Daghfous, "Organizational learning, knowledge and technology transfer: a case study," The Learning Organization, vol.11, 2004, pg.67 – 83
Ancona, D. G., and Caldwell, D. F. “Beyond Boundary Spanning: Managing External
Dependence in Product Development Teams,” The Journal of High Technology Management Research (1:2), 1990, pp. 119-135.
Anne Sigismund Huff. "Changes in organizational knowledge production," Academy of Management. The Academy of Management Review. Briarcliff Manor: Apr 2000. Vol. 25, Iss. 2; pg. 288, 6 pgs
Anonymous, "Nontech Skills Key In Today's Job Market," Computerworld. Oct20, 2008
Argote, L. 1999. Organizational learning: Creating, retaining, and transferring knowledge.
Norwell, MA: Kluwer.
Barbara Jorgensen. "Distributors exert influence," Computer Reseller News. Manhasset: Nov 16, 1998. pg. 262, 1 pgs
Bohn, Roger E. "Measuring and Managing Technological Knowledge," Sloan Management Review. Cambridge: Fall 1994. Vol. 36, Iss. 1; pg. 61, 13 pgs
Brown, J. S., and Duguid, P. “Organizing Knowledge,” California Management Review (40:3), 1998, pp. 90-111.
Brown, J. S. (2002). An Epistemological Perspective on Organizations and Innovations. Organizational Knowledge and Learning Conference, 2002
Burgers, J.H., J.J.P. Jansen, F.A.J. Van den Bosch and H.W. Volberda. "Organizational Ambidexterity and Corporate Entrepreneurship: the Differential Effects on Venturing," Innovation and Renewal Processes, paper accepted for presentation at Babson College Entrepreneurship Research Conference, 2008
Caldwell, D. F., and O’Reilly III, C. A. “Boundary Spanning and Individual Performance: The Impact of Self-Monitoring,” Journal of Applied Psychology (67:1), 1982, pp. 124-127.
Carlile, P. R. “A Pragmatic View of Knowledge and Boundaries: Boundary Objects in New Product Development,” Organization Science (13:4), 2002, pp. 442-455.
Cristiano Antonelli. "Technological knowledge as an essential facility," Journal of Evolutionary Economics. Heidelberg: Aug 2007. Vol. 17, Iss. 4; p. 451 (21 pages)
Cross, R. and Parker, A. 2004. The Hidden Power of Social Networks. Harvard University Press.
Dave Crick, Marian Jones, "Design and innovation strategies within "successful" high-tech firms," Marketing Intelligence & Planning.1999
De Boer. “M. Managing Organizational Knowledge Integratiion in The Emerging Multimedia complex,” Journal of Management Studies, 36,3(1999),379-398.
DeAnne Julius, John Butler, "Inflation and growth in a service economy," Bank of England. Quarterly Bulletin. Nov 1998
Don A Blake, John F Eash., "THE BOEING JOURNEY TO EXCELLENCE: LEAN PRODUCTION TRANSFORMATION IN THE INTERNAL AND EXTERNAL SUPPLY CHAINS AT BOEING," Quality Congress. ASQ's ... Annual Quality Congress Proceedings. 2003
Dougherty, D. “Interpretive Barriers to Successful Product Innovation in Large Firms,” Organization Science (3), 1992, pp. 179-202.
Fiol, C. Marlene, Lyles, Marjorie A. "Organizational Learning," Academy of Management. The Academy of Management Review. Briarcliff Manor: Oct 1985. Vol. 10, Iss. 4; pg. 803, 11 pgs
Fiona Nah, Keng Siau, Yuhong Tian, Min Ling., "Knowledge management mechanisms in e-commerce: A study of online retailing and auction sites," The Journal of Computer Information Systems. Stillwater: 2002. Vol. 42, Iss. 5; pg. 119,
Gordon, Geoffrey L, Calantone, Roger J, di Benedetto, C Anthony, Kaminski, Peter F, "Customer knowledge acquisition in the business products market," The Journal of Product and Brand Management. 1993
Hagel, John and Singer, “Net Worth─Shaping Markets When Customers Make the Rules”, Harvard Business School Press, 1999.
Hall, C., and Harvie, C. "A Comparison of the Performance of SMEs in Korea and Taiwan: Policy Implications for Turbulent Times," in: University of Wollongong Economics Working Paper Series, http://www.uow.edu.au/commerce/econ/wplist.html, 2003.
Hamel G, Prahalad. "Corporate Imagination and Expeditionary Marketing," Harvard Business Review. Boston: Jul/Aug 1991. Vol. 69, Iss. 4; pg. 81, 12 pgs
Huang, C.L. "Business Mindsets and Styles of the Chinese in the People's Republic of China, Hong Kong, and Taiwan," The international Executive (36:2), Mar/Apr 1994, p 203.
Ilan Alon, "Knowledge and Innovation in the New Service Economy," International Journal of Service Industry Management. 2002
Jacques De Bandt, "The concept of labour and competence requirements in a service economy," The Service Industries Journal. Jan 1999.
James, W. 1907. Pragmatism. New York: The American Library.
Jayachandran, Hewett, and Kaufman. "Customer Response Capability in a Sense-and-Respond Era: The Role of Customer Knowledge Process," Journal of the Academy of Marketing Science, Vol. 32, No. 3, 219-233, 2004
Jennifer Rowley, "Partnering paradigms? Knowledge management and relationship Industrial Management + Data Systems. 2004
Jennifer Rowley, Frances Slack. International Journal of Retail & Distribution Management. Bradford: 2001. Vol. 29, Iss. 8/9; p. 409 (7 pages)
Jim Sullivan. "Treat employees as you would customers: With rewards, incentives," Nation's Restaurant News. New York: Apr 30, 2001. Vol. 35, Iss. 18; pg. 18, 2 pgs
Karin Breu, Christopher J Hemingway. "Making organisations virtual: the hidden cost of distributed teams," Journal of Information Technology. Sep 2004
Khaleel Malik. "Coordination of technological knowledge flows in firms," Journal of Knowledge Management. Kempston: 2004. Vol. 8, Iss. 2; p. 64
Laurie Sullivan. "Channel Pressured To Maintain FAE Support -- Some customers concerned that service levels suffer," EBN. Manhasset: Sep 9, 2002. , Iss. 1329; pg. 3
Lave, J., and Wenger, E. Situated Learning: Legitimate Peripheral Participation, ambridge University Press, New York, 1991.
Lawrence, P.R., & J.W. Lorsch. “Oranization and Environment：Managing Differentiation and Integration. Cambridge：Harvard University Press, 1967.
M Garcia-Murillo, H Annabi., "Customer knowledge management," The Journal of the Operational Research Society. Oxford: Aug 2002. Vol. 53, Iss. 8; p. 875
Marilyn Cohodas. "Interface opens new HQ, plans Atlanta site," Electronic Buyers' News. Manhasset: Jun 22, 1998. , Iss. 1114; pg. PG.38
Martyn Pitt, Jason MacVaugh, "Knowledge management for new product development," Journal of Knowledge Management, vol. 12, 2008, p.101 - 116
Martyn Sloman, John Philpott, "Training and learning in the knowledge and service economy," Journal of European Industrial Training. 2006
Mason, J. Qualitative Researching (2nd ed.), Sage Publications, London, 2002.
Matthew K.O. Lee, Christy M.K. Cheung, "Understanding customer knowledge sharing in web-based discussion boards; An exploratory study," Kai H. Lim, Choon Ling Sia. Internet Research. Bradford: 2006. Vol. 16, Iss. 3; p. 289
Moorman, C. and R. Slotegraaf (1999), The Contingency Value of Complementary Capabilities in Product Development, Journal of Marketing Research, 36, 239-257.
Newman, B. "The Knowledge Management Forum," (online). http://www.km-forum.org/htm
Nick Milton, "FILTERING AN ORGANIZATION'S CRITICAL KNOWLEDGE," Knowledge Management Review, Mar 2007
Nonaka I., & H. Takeuchi, “The Knowledge-Creating Company,” New York：Oxford University Press, 1995.
P N SubbaNarasimha, Sohel Ahmad, Sudhirkumar N Mallya. "Technological knowledge and firm performance of pharmaceutical firms," Journal of Intellectual Capital. Bradford: 2003. Vol. 4, Iss. 1; p. 20 (14 pages)
Patrick Reinmoeller. "Dynamic contexts for innovation strategy: Utilizing customer knowledge," Design Management Journal. 2002. Vol. 2; p. 37
Patrick Sweet, "Strategic value configuration logics and the "new" economy: a service economy revolution?," International Journal of Service Industry Management. 2001
Paul F Skilton, Kevin Dooley. "Technological knowledge maturity, innovation and productivity," International Journal of Operations & Production Management. Bradford: 2002. Vol. 22, Iss. 7/8; p. 887 (15 pages)
Paul R Carlile. "Transferring, Translating, and Transforming: An Integrative Framework for Managing Knowledge Across Boundaries," Organization Science. Sep/Oct 2004
Pawlowski & Robey. "BRIDGING USER ORGANIZATIONS: KNOWLEDGE BROKERING AND THE WORK OF INFORMATION TECHNOLOGY PROFESSIONALS1," MIS Quarterly Vol. 28 No. 4, pp. 645-672/December 2004
Precision Marketing. "Use your customer knowledge to deliver a better proposition," London: Sep 9, 2005. p. 14
Robert M Mason. "Culture-free or culture-bound? A boundary spanning perspective on learning in knowledge management systems," Journal of Global Information Management. Oct-Dec 2003
Satish Jayachandran, Kelly Hewett, Peter Kaufman. "Customer Response Capability in a Sense-and-Respond Era: The Role of Customer ," Academy of Marketing Science. Journal. Greenvale: Summer 2004. Vol. 32, Iss. 3; p. 219 (15 pages)
Satu Nätti, Aino Halinen, Niina Hanttu., "Customer knowledge transfer and key account management in professional service organizations," International Journal of Service Industry Management. 2006
Schwab, R. C., Ungson, G. R., and Brown, W. B. “Redefining the Boundary panning-Organization Environment Relationship,” Journal of Management (11), 1985, pp. 75-86.
Schwartz, D.G., M. Divitini, and T. Brasethvik., “Internetbased Organizational Memory and Knowledge,” Management. PA: Idea Group, 2000
Shaila M Miranda, C Bruce Kavan, "Moments of governance in IS outsourcing: conceptualizing effects of contracts on value capture and creation," Journal of Information Technology. Sep 2005s
Shannon, C. E. and Weaver, W. (1949), The Mathematical Theory of Communications, University of Illinois Press, Urbana, IL.
Winter, S. and Szulanski, G. 2001. Replication as strategy. Organization Science, 12: 730-743