跳到主要內容

臺灣博碩士論文加值系統

(44.211.117.197) 您好!臺灣時間:2024/05/22 01:05
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:吳炯瑤
研究生(外文):jiong yao Wu
論文名稱:知識移轉績效、服務品質與顧客滿意度之研究---以管理顧問業為例
論文名稱(外文):The Study of Effectiveness of Knowledge Transfer, Quality of Service, Extent of the Satisfaction of Customers---An Example of Management Consulting Industries
指導教授:呂金河呂金河引用關係
指導教授(外文):jin he Iv
學位類別:碩士
校院名稱:南台科技大學
系所名稱:高階主管企管碩士班
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2009
畢業學年度:97
語文別:中文
論文頁數:95
中文關鍵詞:知識轉移績效服務品質顧客滿意度
外文關鍵詞:Effectiveness of Knowledge TransferQuality of ServiceExtent of the Satisfaction of Customers
相關次數:
  • 被引用被引用:1
  • 點閱點閱:223
  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:2
企業組織的運作不外乎涵蓋策略、資訊、研發、生產、製造、財務、總務、行銷、人力資源、物流、通路等功能,較小的中小型企業可能涵蓋的領域較少,但麻雀雖小、五臟俱全。然而一個企業管理者,面臨國際競爭,要憑藉一己之力樣樣精通所有企業運作,是不可能的挑戰,所以急需顧問這些提供各種學有專精的知識工作者,讓企業不必負擔人事包袱,又可在短時間內提供分析資訊與知識協助企業解決各項疑難雜症,這就是顧問服務業者的最大貢獻。台灣顧問資源大部份來自產業界資深有經驗人員轉型為顧問從旁繼續協助企業成功, 近年來全國的產業面對世界金融風暴的衝擊,許多無法適應與迅速轉變的企業紛紛被淘汰出局,各個產業無不設法提昇自己的競爭優勢以因應大時代的挑戰。在這激烈衝突與轉變的同時,許多新的管理理論因而應運而生。為了將這些更有效率的管理方式運用於企業的運作,管理顧問業者無論是在概念設計上或是方案實行上都扮演著舉足輕重的角色,引發吾人對有關以管理顧問業者績效與顧客滿意度相關議題為題的研究動機;經作縝密的文獻探討,且斟酌引用及推導相關實證結果與理論,得出本研究問卷問項與研究假設,並審慎選取知識轉移績效、服務品質與顧客滿意度為本研究主題之研究的三大構面。
本研究以台灣地區目前正與管理顧問公司合作或曾經與管理顧問公司合作過的廠商為調查對象,隨機抽樣發放問卷,將有效回收樣本觀察值輸入SPSS系統作統計分析;先檢定其信效度,並萃取知識轉移績效之因素且命名為:移轉執行績效、體質提升績效、與獲利能力績效等三項;服務品質之因素為可靠性服務、反應性服務、保證性服務與關懷性服務等四項;利用變異數分析、迴歸模式等統計分析;實證結果皆能支持研究假設,顯示知識轉移績效影響服務品質,且知識轉移績效與服務品質都影響顧客滿意度。影響顧客滿意度最大的因素是保證性服務,其次是體質提升績效。
The operation functions of the enterprise organization include production, marketing, logistics, selling channels, human resources, general affairs, research & development, finance, strategy and information technique. The operational scope of the medium & small scaled enterprise may be less, but total operation still lies in the enterprise internally. However, to face the international competition, it’s an almost impossible challenge for an enterprise administrator’s mastering in the total operation. So the enterprise is in urgent need of consultants ---a group of knowledge providers, without undertaking too many personnel cost, and gets analytic information and knowledge in solving all the questions and problems of the enterprise in a short time from the consultants. And this is the utmost contribution of the consultants. The most part of the consultants in Taiwan originate from the senior experienced employees of the enterprise, and these experienced persons help in dealing enterprise successfully. To face the impact of the worldwide economic storm recently, lots of enterprises which lack adaptability and can’t transform efficiently, are eliminated. So each enterprise is forced to upgrade his competitive superiority to overcome such kind of a challenge. Lots of new theories of management are implemented at the same time .To apply these more efficient management in the operation of the enterprise, the consultants play significant roles in the way of conceptual design or project execution. So it enlightens us to do this research on the topic of “consultants vs its’ customers satisfaction “. After detailed discussion and cautious adoption of related practical result and theory, we assign the questionnaire and assumption for the research. So the thre main aspects of this research are as follows: the effectiveness of knowledge transfer / the quality of service / the extent of satisfaction.
The investigation objects of this research are enterprises which are either in cooperation with the consultancy now or used to be in cooperation with the consultancy. The questionnaires releasing is randomly sampled. The statistic analysis is based on the observance values of effective returned samples, which are inputting into the SPSS system. We first check the validity and reliability of the responses and abstract the factors of the effectiveness of knowledge transfer---the effectiveness of executing transfer, the effectiveness of uplifting the enterprise quality, and the effectiveness of profitability. The four factors of service quality are reliability, responsiveness, conformability and concernment. Using analysis of variance and regression analysis, the practical result is almost in conformity with the research assumption. This study found that the effectiveness of knowledge transfer affects the extent of the satisfaction of the customers significantly, and so is the service quality. The results also showed that “conformability of service ” is the most influential element of customer satisfaction, followed by “effectiveness of uplifting the enterprise quality”.
論文封面
授權書
合格證明書
誌謝
目 錄......................................................................................................................... I
表目錄......................................................................................................................... V
圖目錄......................................................................................................................... VI
摘要
Abstract
第一章 緒論
1.1 研究動機..............................................................................................................1
1.2 研究方向..............................................................................................................2
1.3 研究目的..............................................................................................................3
1.4 研究範圍..............................................................................................................4
1.5 研究流程..............................................................................................................4
第二章 文獻探討與研究
2.1 管理顧問服務的定義與發展............................................................................6
2.1.1. 管理顧問服務的研究...................................................................................6
2.1.2. 管理顧問公司的發展...................................................................................9
2.1.3. 國內管理顧問產業定義...............................................................................9
2.2 知識移轉類型.....................................................................................................12
2.2.1. 知識移轉的意義.......................................................................................... 12
2.2.2. 知識移轉類型...............................................................................................14
2.2.3. 知識移轉模式...............................................................................................17
2.2.4. 知識移轉者的影響因素..............................................................................21
2.3 知識移轉績效相關文獻....................................................................................23
2.3.1. 知識移轉績效定義......................................................................................23
2.3.2. 知識移轉績效的衡量..................................................................................24
2.3.3. 進入模式與知識移轉績效之關係.............................................................24
2.3.4. 各學者對知識移轉績效指標之彙整.........................................................25
2.3.5. 知識移轉者對知識移轉績效的影響因素.................................................26
2.3.6. 知識接受者對知識移轉績效的影響因素.................................................27
2.4 服務品質相關文獻..............................................................................................29
2.4.1. 服務的定義.....................................................................................................29
2.4.2. 服務特質.........................................................................................................30
2.4.3. 服務品質定義.................................................................................................32
2.4.4. 服務品質量表.................................................................................................35
2.5 顧客滿意相關文獻探討.......................................................................................38
2.5.1. 顧客滿意定義..................................................................................................38
2.5.2. 顧客滿意相關研究..........................................................................................39
2.5.3. 顧客滿意的衡量..............................................................................................41
2.5.4. 服務品質與顧客滿意度的關係.....................................................................42
2.5.5. 知識移轉績效與服務品質的關係.................................................................43
第三章 研究設計與方法
3.1 研究架構...................................................................................................................44
3.2 變項之項目與衡量方法..........................................................................................45
3.2.1. 知識移轉績效...................................................................................................45
3.2.2. 服務品質............................................................................................................46
3.2.3. 顧客滿意度....................................................................................................... 49
3.2.4. 填答者基本資料...............................................................................................49
3.3 研究假設..................................................................................................................50
3.4 問卷設計..................................................................................................................51
3.5 抽樣方法..................................................................................................................52
3.6 問卷回收處理與樣本結構.....................................................................................52
3.7 資料分析方法..........................................................................................................53
3.7.1. 信度分析(Reliability analysis) ............................................................53
3.7.2. 效度分析(Validity analysis) ..................................................................54
3.7.3. 基本敘述統計(Basic Descriptive Statistics) ..................................56
3.7.4. 因素分析(Factor Analysis) ......................................................................56
3.7.5. 變異數分析(Analysis of Variance,ANOVA) ..........................................57
3.7.6. 迴歸模式分析...................................................................................................58
第四章 研究結果
4.1 樣本特性描述.............................................................................................................60
4.1.1. 基本敘述分析.....................................................................................................60
4.1.1.1 產業別之次數分配分析.................. .............................................................60
4.1.1.2 公司經營年資之次數分配分析...................................................................61
4.1.1.3 決策核心地點之次數分配分析...................................................................62
4.1.1.4經營最績優區之次數分配分析............................................................ ...... 62
4.1.1.5職稱之次數分配分析............................................................................. ......62
4.1.1.6工作年資之次數分配分析.................................................................... .......63
4.1.1.7 年齡之次數分配分析............................................................................ ......63
4.1.2. 知識轉移績效活動之影響因素的探討................................................... ......64
4.1.2.1對知識移轉績效的執行程度方面........................................................ ......64
4.1.2.2對服務品質的達成程度方面................................................................. ......65
4.1.2.3對顧客滿意度的相關程度方面............................................................. ......66
4.2 各構面因素之萃取及其信效度分析................................................................ ......67
4.2.1. 各構面因素之萃取................................................................................... ......67
4.2.2. 信效度分析................................................................................................ ......71
4.3各構面的敘述統計............................................................................................... ......74
4.3.1. 有關知識轉移績效構面因素之執行程度............................................. ......74
4.3.2. 有關服務品質構面因素之達成程度...................................................... ......75
4.3.3. 有關顧客滿意度構面因素之達成程度.................................................. ......76
4.4 變異數分析............................................................................................................ ......76
4.4.1. 產業別對顧客滿意度之影響....................................................................76
4.4.2. 企業經營決策核心地點對顧客滿意度之影響......................................77
4.4.3. 公司年資對顧客滿意度之影響................................................................77
4.4.4. 經營最績優地區對顧客滿意度之影響...................................................78
4.4.5. 受訪者職稱對顧客滿意度之影響............................................................79
4.4.6. 填答者年資對顧客滿意度之影響............................................................80
4.4.7. 填答者年齡對顧客滿意度之影響............................................................81
4.5 迴歸模式分析.........................................................................................................82
4.5.1. 知識轉移績效對顧客滿意度之關係..........................................................83
4.5.2. 服務品質對顧客滿意度之關係...................................................................84
4.5.3. 知識轉移績效與服務品質對顧客滿意度之關係......................................85
第五章 總結
5.1 研究結論................................................................................................................87
5.1.1. 從基本敘述統計分析得知............................................................................87
5.1.1.1 有關知識轉移績效事項之執行程度.......................................................87
5.1.1.2 有關服務品質事項之達成程度................................................................87
5.1.1.3 有關顧客滿意事項之相關程度................................................................88
5.1.2.各構面因素之敘述統計...................................................................................88
5.1.2.1 有關知識轉移績效事項之執行程度........................................................88
5.1.2.2 有關服務品質事項之達成程度.................................................................88
5.1.2.3 有關顧客滿意事項之相關程度.................................................................88
5.1.3. 從變異數與多變量分析得知..........................................................................89
5.1.3.1 產業別對顧客滿意之影響..........................................................................89
5.1.3.2 企業經營決策核心地點對顧客滿意之影響............................................89
5.1.3.3 公司年資對顧客滿意度之影響..................................................................89
5.1.3.4 投資地點對顧客滿意度之影響..................................................................89
5.1.3.5 填答者職稱對顧客滿意度之影響..............................................................89
5.1.3.6填答者年資對顧客滿意度之影響...............................................................89
5.1.3.7填答者年齡對顧客滿意度之影響...............................................................90
5.1.4. 迴歸分析各構面因素之影響...........................................................................90
5.1.4.1 有關知識移轉績效對顧客滿意度之影響..................................................90
5.1.4.2 有關服務品質對顧客滿意度之相關程度..................................................90
5.1.4.3 知識移轉績效與服務品質對顧客滿意度之綜合影響.............................90
5.1.5. 研究假設之實證結果.........................................................................................91
5.1.6. 顧客滿意度之關鍵因素......................... ...........................................................92
5.1.7. 研究發現...............................................................................................................92
5.2 建議............................................................................................................................93
5.2.1. 對企業界之建議...................................................................................................93
5.2.2. 對後續研究者之建議..........................................................................................94
5.3 研究限制......................................................................................................................94
5.3.1. 樣本的代表性問題...............................................................................................94
5.3.2. 填答者主觀判斷與認知所產生的偏差.............................................................95
5.3.3. 欠缺客觀、統一且適用的經營績效衡量方法與指標...................................95
參考文獻中文部份
參考文獻英文部分
問卷
中文部份:

1.毛倩文(1991)。我國廠商國際技術引進成敗關鍵因素之研究。未出版之碩士論
文,國立政治大學國貿研究所,台北市。
2.呂鴻德、朱倍瑩(2002),高科技與服務業知識整合機制與知識移轉績效比較之研究,經社法制論叢,第二十九期,頁29~56。
3.江建良(1998) 。 服務品質管理模式之研究。企銀季刊,22(2),45-77。
4.吳萬益、林清河,企業研究方法,台北:華泰圖書,民國90年。
5.林明杰(1988),「研究發展與製造之介面研究」,政治大學企業管理研究所未
出版碩士論文。
6.林子敬,技術移轉模式、技術能力與移轉績效之研究 — 以台灣電子資訊廠商
為例,長榮管理學院經營管理研究所博士論文,民國 88 年。
7.高益中(1986),消費者對產品預期、個人特徵與其滿意度之關係, 私立淡江大學管理科學研究所未出版之碩士論文。
8.洪如珊(2001),「探討多國籍企業組織內部知識移轉機制之 移轉效果」,中
央大學人力資源管理研究所未出版碩士論文。
9.封德台、薛英祺(2003),「專案之知識移轉類型與組織學習深度對專案績效之
影響—以國內製造業跨國知識移轉專案 為例」,大葉大學國際企業管理學系碩
士班未出版論文。
10.邱奕進 民國 93 年,國立中央大學人力資源管理研究所碩士論文 「台 商屬公司與大
陸子公司之間內部知識移轉效果之研究」 。
11.韋國亮(2003), 「企業國際化進入模式影響知識移轉策略之研究」,大葉大學國際
企業管理研究所為出版碩士論文
12.陳智德,民國 91 年,國立成功大學管理學院高階管理碩士在職轉班 EMBA 碩士論
文「管理顧問業服務品質、顧客滿意度與顧客忠誠度研究」。
13.翁崇維(1996),「顧客對銀行期望服務品質水準之研究」,企銀季刊,第3期,p.24-41。
14.許士軍 (2000),「走向創新時代的組織績效評估」,績效評估 導讀,哈佛商業評論精選(HBR),天下出版。
15.陳順宇,多變量分析,台北:華泰圖書,民國87年。
16.陳耀茂 (1997) 。 品質保證-理論與實務。 台北:五南圖書出版公司出版。
17.淺井慶三郎、清水滋著,謝森展譯 (1989) 。 服務行銷管理,創意力文化事業。
18.張慶原(2001),知識屬性與策略聯盟型式對知識移轉績效影響之研究,
成功大學企研所碩士論文。
19.楊君琦(2000),「技術移轉互動模式失靈及重塑之研究--以 研究機構與中小
企業技術合作為例」,台灣大學商學研究所未 出版博士論文。
20.楊錦洲(2002),服務業品質管理,品質學會。
21.蔡皇忠(2003),銀行業推行顧客關係管理之顧客滿意度研究,國立成功大學管理學
院高階管理碩士在職專班(EMBA) 碩士論文。
22.賴士葆(1992),「影響企業產品創新績效內部關鍵因素」, 科技管理論文集,
大葉文教基金會,台北,頁 75-94
23.謝文凱(1993)。技術移轉過程互動程度與技術移轉績效關係之研究-以共同研
發聯盟為例。未出版之碩士論文,中原大學企業管理研究所,中壢市。
24.行政院主計處工商及服務業普查網與財政部統計處《中華民國財政統計月報》的
訊息。(2008 三月)


英文部份:
1. Anderson, E.W., C. Fornell and D.R. Lehmann, “Customer Satisfaction,
Market Share, and Profitability: Finding from Sweden”, Journal of
Marketing, Vol. 58, No.3, July 1994, pp.53-66.
2. Argote, L. and Ingram, P.(2000a). Knowledge transfer in
organizations: Learning from the experience of others.
Organizational Behavior and Human Decision Processes, 82(1), 1-8.
3. Argote, L. & Ingram, P. (2000b ). Knowledge transfer: A basis
for competitive advantage in firms, Organizational Behavior and Human
Decision Processes, 82(1), 150-169.
4. Babin Barry J., James S. Boles, “The Effects of Perceived
Co-worker Involvement and Supervisor Support on Service Provider
Role Stress, Performance and Job Satisfaction”, Journal of
Retailing, Vol.72, pp.53-65, 1996
5. Baranson,J.(1987),”Technology Transfer : Example from Pakistan.
”Multinational Business,4(2),pp.18-26.
6. Bresamn, H. , J. Birkinshaw , and R. Nobel (1999). “Knowledge Transfer In
InternationalAcquisitions”,JournalOf International Business Studies,
pp.439-462.
7. Cardozo, R. N. (1965). An experimental study of customer
effort,expectation and satisfaction. Journal of Marketing Research,
2, 244-249.
8. Churchill, G.A. and C. Surprenant, “An Investigation into
to The Determinants of Customer Satisfaction”, Journal of Marketing
Research, Vol.19, 1982,pp.491-504.
9. Cronin, J.J., Taylor, S.A., (1992), Measuring Service Quaility:
Reexamination and Extension, Journal of Marketing, Vol. 56, 55-68
10. Cohen, W. M., and Levinthal, D. A.(1990).Absorptive capacity:
A New perspective on learning and innovation. Administrative
Science Quarterly, 35, 128-152.
11. Contractor, F.J. and P. Lorange(1990), Why Should Firms Cooperate: The
Strategy and Economic Basis for Cooperative Ventures, in Contractor, F.J.
and P. Lorange (eds. ), Cooperative Strategies in International Business ,
Lexington Mass. D.C. Health and Company.
12. Cummings,J.A.,Teng,B.S.,2003,“Transferring R&D knowledge:the key
Factors affecting knowledge transfer success”,Journal of Engineering
and Technology Management,20(1-2):39-68.
13. Culter, W. W. (1989) Cathedral of culture: The schoolhouse in American
educational thought and practice since 1820.History of Education
Quarterly, 29:1-40.
14. Davenport, T.M. and L.Prusak,1998.Working Knowledge:how organizations
manage what they know.Harvard Business School Press, Boston.
15. Dixon, N. M.,2000.Common knowledge: how companies thrive by sharing what
they know. Boston,Mass.: Harvard Business School Press.
16. Enderwick P. “The Scale and Scope of Service Sector Multinationals”,
Multinational Enterprises in the World Economy(Buckley P.J.
and Casson., M., ed.) Chapter 8.(1992)
17. Engle, Kollat, & Blackwell(1984). Consumer behavior. (4t h ed.).
Hinsdale, IL: Dryden Press. Engel, Blackwell, & W.Miniard(1990).
Consumer Behavior.6th ed.P.469-487.

18. Fornell, C., 1992, A national customer satisfaction barometer: the Swedish
experience. Journal of Marketing, 55:1-21.
19. Fornell, C., M. D. Johnson, E. W. Anderson, J. Cha, and B. E.
Bryant, “The American Customer Satisfaction Index: Nature, Purpose,
and Findings”, Journal of Marketing, Vol. 60, 1996, pp.7-18.
20. Gaski, John F. (1984),“The Theroy of Power and Conflict in
Channels of Distribution”, Journal of Marketing , Vol.48(3),
pp.9-21.
21. Greiner Larry and Metzger Robert “Consulting to Management”
(Englewood Cliffs, NJ, Prentice-Hall,1983)p 368
22. Gronroos, C. (1990). Service Management and Marketing: Managing the Moments
of Truth in Service Competition. Lexington, Mas-sachusetts: Lexington
Books.
23. Gilbert, Myrna and Gordey-Hayes, Martyn(1996), “Understanding The
Process of Knowledge Transfer to Achieve Successful Technological
Innovation”, Technovation, Vol.16, No.6, Jun, pp.301-312
24. Hanan, Mack & Karp, Peter (1989)”Customer Satisfaction”New York: AMACOM:
A division of American Management Association.
25. Harem, T., Krogh, G. v. and Roos, J.(1996). Knowledge-based
Strategic change. In Krogh, G., and Roos, J. (Eds. ), Managing
Knowledge: perspectives on cooperation and competition(pp.116-136).
London: SAGE Publications.
26. Howard, J.A. and J.N. Sheth, (1969), “The Theory of Buyer Behavior”
, New York: John Willey and Sons.
27. Hamel, G. (1991), “Competition for Competence and Inter-Partner Learning
within International Strategic Alliances,” Strategic Management
Journal, 12, Summer Special Issue, pp.83-103
28. Hennart, Jean-Francois.(1988), “A Transaction Costs Theory Of Equity Joint
Ventures,”Strategic Management Journal, Vol. 9, Issue. 4
29. Hempel, Donald J. (1977),Consumer Satisfaction with the Home Buying
Process:Conceptualization and Measurement in the Conceptualization of
Consumer satisfaction and dissatisfaction, H. Keith Hunt, Campbridge,
Mass., Marketing Science Institute.
30. Howells , J.(1996). Tacit knowledge, innovation and technology transfer.
Technology Analysis & Strategic Management, 8(2), 91-106.
31. Juran, J.M., “A Universal Approach to Managing for Quality”, Quality
Progress, 1986, pp.19-24.
32. Karlsen, Jan Terje & Gottschalk, Petter (2004). Factors Affecting
Knowledge Transfer in IT Projects.,. Engineering Management Journal,
16(1), 3-10
33. Kenneth, B., Daniel, B., Mark, L., 2000. “Clinical Investigation –
Nursing Assistants Detect Behavior Changes in Nursing Home Residents That
Precede Acute Illness: Development and Validation of an Illness Warning
Instrument,”Journal of the American Geriatrics Society, v 48, n 9,
p 1086-1091. no.5.
85-97.
34. Kotler, P. 1999, Marketing Management: Analysis, Planning andControl,
9th Ed., NJ: Prentice-Hall.
35. Kotler, Philip, (2003), “Marketing Management”, 11th ed”, Prentice-
Hall Inc.
36. Kogut, B. and Zander, U. (1992). Knowledge of the firm, combinative capabilities, and replication of technology. Organization Science, 3, 383-397.
37. Lahti, R. K. and Beyerlein, M. M. (2000 ). Knowledge transfer
and management consulting: a look at the firm. Business Horizon, 43
(1), 65-74.
38. Lehtinen, U. and Lenhtinen, J.R.(1984),Service Quality: “A Study of
Quality Dimensions, unpublished working paper”,Helsinking Service
Management Institute, Finland.
39. Leonard-Barton,D(1992),” Core Capabilities and Core rigidities: A Paradox
in Managing New Product Development” , Strategic Management Journal,
Vol.13,pp.111-125.
40. Leonard-Barton, D. (1995). Wellsprings of knowledge: Building and
Sustaining the sources of innovation. Massachusetts. Harvard Business School Press.
41. Levitt, T. (1972). Production-line approach to service. Harvard Bussiness
Review, 50, 45-42.
42. Lovelock Christopher H,Wright Lauren(2002),”Principles of Service
Marketing and Management/2E”,Prentice-Hall Inc
43. Mansfield, E. (1982), Technology Transfer, Productivity and Economic
Policy, W.W. Norton and Company Inc.
44. Mansfield, E(. 1975), “International Technology Transfer: Forms,” Journal
of American Economic Association, 68(2)
45. Milind M.Lele and Jagdish N.Sheth,”The Four Fundamentals of Customer
Satisfaction,”Business Marketing,pp. 80-94,June 1988.
46. Nebeker D., L. Busso, P. D. Werenfels, H. Diallo, A. Czekajewski, B.
Ferdman, “Airline Station Performance as a Function of Employee Satisfaction”, Journal of Quality Management, Vol.6, pp.29-45, 2001
47. Nonaka, I. and H. Takeuchi(1995),“The Knowledge Creating Company: How
Japanese Companies Create the Dynamics ofInnovation,” Oxford University
Press 4.Porter, M. (1985), Competitive Advantage:Creating and Sustaining
Superior Performance, New York: The Free Press.
48. O’Dell, C. & C. J. Grayson (1998), “If only we knew what we know: the
transfer of internal knowledge and practice,” New York: Free Press
49. Oliva, T.A., R.L. Oliver and I.C. MacMillian, “A CatastropheModel for
Developing Service Satisfaction Strategies”, Journal of Marketing,
Vol.56, July 1992, pp.83-95.
50. Oliver, R.L., (1981), Measurement and Evaluation of Satisfaction Processin
Retail Settings, Journal of Retailing, Vol. 57, 25-48.
51. Oliver, R.L., (1993), Cognitive, Affective, and Attribute Base of the
Satisfaction Response, Journal of Consumer Research, Vol. 20, 418-430.
52. Ostrom, Amy, & Dawn Iacobucci, Consumer Trade-Offs and the Evaluation of
Services, Journal of Marketing, Vol.59, January 1995, pp.17-28.
53. Parasuraman, A., V. A. Zeithmal & L. L. Berry (1985),“A Conceptual Model
of Service Quality and Its Implication for Future Research”, Journal of
Marketing, Vol. 49 P.48
54. Parasuraman, A., Valarie A. Zeithmal and Leonard L. Berry (1985),
A Conceptual Model of Service Quality and Its Implications for Future
Research, Journal of Marketing,44-51.
55. Parasuraman, A., Zeithaml, V.A., & Berry, L.L.“SERVQUAL:A Multiple-item
Scale for Measuring Consumer Perceptions of Service Quality,” Journal
of Retailing, Vol. 64, 1988, pp.12-40
56. Pfeffer, J. and P. Nowak (1976), “Joint Ventures and Interantional
Interdependence,” Administrative Science Quarterly, 21, pp.398-418
57. Philip Kotler (1997), Marketing Management-analysis, planning,
implementation and control (9thed.), Englewood Cliffs, New Jersey:
Prentice-Hall
58. Polanyi,M. ( 1960 ) . Personal knowledge: towards a post-critical philosophy. Chicago: University of Chicago Press.
59. Ranaweera C., Prabhu J., (2003), “Measurement and Analysis for Marketing”
, London Journal of Targeting, Vol.12, Iss.1, p.82.
60. Ruekart R.W. and Churchill, G.A(. 1984), “Relability and Validity of
Alternative MeasuresofChannelMemberSatisfaction ” ,Journal of
Marketing Research , Vol.21(May), pp.226-233
61. Rust, R. and R. L. Oliver, Service Quality: Insights and
Managerial Implications from the Frontier, in Services Quality: New
Directions in Theory and Practice, CA: Sage Publication, 1994, pp.1-19.
62. Spreng, (1992). A Comprehensive Model of the Customer Satisfaction Formation Process, Indiana University.
63. Singh, J., “Understanding the Stucture on Consumers Satisfaction
Evaluation of Service Deliver”, Journal of Academy of Marketing
Sciences, Vol.19, No.3, 1991, pp.223-234.
64. Sasser W. E., Paul, O. R. and Wyckoff, D. D., (1978), Management
of Service Operations: Test, Cases, and Readings, Allyn and Bacon,
pp. 21.
65. Swan, John E. and Combs, Linda J.(1976), “Product Performance and
Consumer Satisfaction: A New Concept”, Journal of Marketing, Vol.40,
pp.25~33.
66. Szulanski, G.(2000). The process of knowledge transfer: a iachronic
analysis of stickiness. Organizational Behavior and Human
Decision Processes, 82(1), 9-27.
67. Solo, Robert A. (1972), “Organizational Structure, Technological Advance,
and the New Tasks of Government,” Journal of Economic Issues,Lincoln
68. Tse, David K. and Peter C. Wilton, “Models of Consumer Datisfaction
Formation: An Extension,” Journal of Marketing Research, Vol.25, May
1988, pp.204-212.
69. Teece, D. J. (1976), “The Multinational Corporation and the Resource Cost
of International Technology Transfer,” Cambridge, Mass.: Ballinger
70. Verkasalo, M. and Lappalainen, P. (1998). A method of measuring the
efficiency of the knowledge utilization process. IEEE Transactions
on Engineering Management, 45(4), 414-423.
71. Woodside, A.G.F., Daly, R.T., (1989), Linking Service Quality, Customer
Satisfac tion, and Behavioral Intention, Journal of Care Marketing, 5-17.
72. Woodside, Arch G., Lisa L. Frey and Robert Timothy D., (1989),
“Linking Service Quality, Customer Satisfaction and Behavioral
Intention”, Journal of Health Care Marketing.
73. Westbrook (1980). Ources of Consumer Satisfaction With Retail Outlets?
Journal of Retailing, Vol.57, pp68-85
74. Zander, U. and Kogut, B.(1995). Knowledge and the speed of the transfer
and imitation of organizational capabilities : An Empirical Test..
Organization Science, 6(1), 76-92.
75. Zarraga, C., & Garcia-Falcon, J. M. (2003). Factors favoring knowl-edge
management in work teams. Journal of Knowledge Man-agement, 7(2). 81-95.
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top