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研究生:廖于嘉
研究生(外文):Liao, Yuchia
論文名稱:以服務主導觀點探討ERP系統導入之研究
論文名稱(外文):Investigating the Issue of ERP System Implementation from Service-Dominant Perspective
指導教授:陳小芬陳小芬引用關係
指導教授(外文):Chen, Hsiaofen
口試委員:楊子青傅振瑞王育民
口試委員(外文):Yang, TzyychingFu, JenrueiWang, Yuming
口試日期:2012-06-27
學位類別:碩士
校院名稱:國立暨南國際大學
系所名稱:資訊管理學系
學門:電算機學門
學類:電算機一般學類
論文種類:學術論文
論文出版年:2012
畢業學年度:100
語文別:中文
論文頁數:79
中文關鍵詞:企業資源規劃系統(ERP)顧問顧客準備度服務主導邏輯(S-D logic)共同生產顧客感知價值(CPV)
外文關鍵詞:Enterprise resource planningConsultantCustomer readinessService-dominant logicCo-productionCustomer perceived value
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近年來,因行銷與商業模式上的改變,企業重點轉而投注在無形資源以及強調與顧客之間的關係和共創價值上,服務漸漸取代實際商品成為企業持續發展及競爭策略的來源。本研究以「服務主導邏輯」為基礎,針對ERP顧問的知識和技能(operant資源)與顧客準備度進行共同生產和顧客感知價值之實證性研究與探討。本研究的目的是在了解顧問和顧客於ERP導入過程中,雙方所需具備之條件對共同生產與顧客感知價值之影響,以及顧問和顧客共同生產之程度對顧客感知價值之影響,以做為企業、顧問業者及後續研究者之參考。

本研究實驗結果顯示:「顧問投入」和「顧客準備度」對「顧客感知價值」有顯著的影響;且「顧問投入」和「顧客準備度」愈高對顧問和顧客「共同生產」程度也愈高;在不同「時點」情況下,顧問和顧客「共同生產」對「顧客感知價值」是有不同的影響效果。「系統尚未上線」的情況下,顧問和顧客「共同生產」對「顧客感知價值」正面影響的效果較弱。因此,若要系統上線成功,顧問的挑選、顧客涉入以及雙方共同生產程度是不容忽視的。

Recently, marketing and business model are changed. Enterprises focus on intangible resources, emphasizing the relationship and co-created value with the customer. Services are gradually replacing the actual goods and become a source of enterprise sustainable development and competitive strategy. In this study, we base on the “Service-dominant logic” discussed the ERP consultants’ knowledge and skills (operant resources), customer readiness to co-production and customer perceived value on empirical research.
The purpose of this study is to understand the consultation performance of ERP implementations. We have two purposes for consultation as companies, consultancy companies, as well as future researches. The first is that understand during the ERP implement, both of the consultants and customers should hold the conditions and the influence with co-production and customer perceived value. The second is that consultants and customers’ co-production degree on customer perceived value’s influence.
The empirical results in our study reveal that: consultant inputs and customer readiness has a positive influence on customer perceived value. The consultant inputs and customer readiness higher, the degree of the co-production are higher. Consultant and customer co-production have a different effect on customer perceived value in different time. When the system is not yet on line, consultants and customer co-production of a positive impact on customer perceived value is weak. Therefore, consultant selection, customer involvement and degree of the co-production can’t be ignored when the system on line are success.

第壹章 緒論 1
第一節 研究背景 1
第二節 研究動機 1
第三節 研究目的 2
第四節 研究流程 2
第貳章 文獻探討 4
第一節 企業資源規劃 4
第二節 ERP顧問 8
第三節 顧客準備度 13
第四節 服務主導邏輯 13
第五節 顧客感知價值 20
第參章 研究方法 22
第一節 研究架構 22
第二節 研究假說 23
第三節 研究設計 27
第四節 問卷設計 27
第五節 變數定義與衡量 28
第肆章 資料分析 45
第一節 問卷資料分析 45
第二節 量表品質檢測 48
第三節 研究假說檢定 55
第伍章 結論與建議 61
第一節 研究結果 61
第二節 研究貢獻 63
第三節 研究限制與未來研究建議 64
參考文獻 67
中文參考文獻 67
英文參考文獻 68
附錄、問卷 75

圖1:研究流程 3
圖2:服務系統之間的價值共創 19
圖3:知覺服務品質的決定因素 21
圖4:本研究研究概念 22
圖5:本研究架構圖 23
圖6:問卷設計 28
圖7:資料分析流程 44
圖8:顧問投入之一階檢定結果 56
圖9:顧客準備度之一階檢定結果 57
圖10:共同生產之一階檢定結果 58
圖11:顧客感知價值之一階檢定結果 59
圖12:研究架構路徑圖 60
圖13:顧問投入面路徑圖 65
圖14:顧客準備面路徑圖 65
圖15:共同生產之路徑圖 66

表1:聘請顧問的優缺點 9
表2:ERP顧問具備條件 12
表3:服務主導邏輯(S-D logic)與商品主導邏輯(G-D logic)的比較 15
表4:共同生產之主要行為 16
表5:本研究假說彙整 26
表6:本研究設計方式 27
表7:顧問投入之操作型定義及衡量方式 28
表8:顧客準備度之操作型定義 29
表9:雙方共同生產之操作型定義及衡量方式 30
表10:顧客感知價值之操作型定義及衡量方式 30
表11:專業能力之測量問項 31
表12:管理能力之測量問項 32
表13:顧問態度之測量問項 32
表14:個人投入之測量問項 34
表15:支援之測量問項 34
表16:顧客態度之測量問項 35
表17:信任之測量問項 36
表18:協調之測量問項 37
表19:調適之測量問項 38
表20:系統利益之測量問項 39
表21:功能利益之測量問項 40
表22:心理利益之測量問項 40
表23:本研究操作化結果 41
表24:回收樣本之企業導入ERP概況分析 45
表25:回收樣本基本資料分析 47
表26:可信度程度參考範圍 49
表27:構面變數Cronbach α係數值與組合信度(CR) 50
表28:因素負荷量及交叉負荷結構矩陣 50
表30:顧問投入之各題項路徑係數 56
表31:顧客準備度之各題項路徑係數 57
表32:共同生產之各題項路徑係數 58
表33:顧客感知價值之各題項路徑係數 59
表34:研究假設檢定 60


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