(18.207.129.82) 您好!臺灣時間:2021/04/19 20:25
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:張哲銘
研究生(外文):Che-ming Chang
論文名稱:虛擬顧客環境之共創價值行為研究
論文名稱(外文):A study on the value co-creation behavior on virtual customer environments
指導教授:莊煥銘莊煥銘引用關係
指導教授(外文):Huan-Ming Chuang
學位類別:碩士
校院名稱:國立雲林科技大學
系所名稱:資訊管理系碩士班
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:2014
畢業學年度:102
語文別:英文
論文頁數:64
中文關鍵詞:服務主導邏輯虛擬客戶環境價值共創客戶的參與DANP
外文關鍵詞:Service-dominant logicVirtual customer environmentValue co-creationCustomer engagementDANP
相關次數:
  • 被引用被引用:0
  • 點閱點閱:415
  • 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:1
自2008年以來,國際油價飛漲和環保意識都推自行車是一種綠色的交通工具,以減少溫室氣體排放作為一個顯著的全球趨勢。此外,在流行的社會思潮,為注重健康,騎自行車已被廣泛接受為一種健康的運動。因此,台灣的自行車產業已經進入了另一個高峰。重要的是台灣自行車產業與客戶價值共創以維持“自行車王國”的美譽。

在網路的時代,外加上服務主導邏輯,虛擬客戶環境可大幅利用,以促進客戶的積極參與的價值共同創造活動。經過廣泛的文獻回顧,本研究提出的研究模型為調查客戶的參與和價值共同創造行為的反复性和動態性。

基於多準則決策(MCDM)工具,如DEMATEL為基礎的ANP(DANP)的應用,主要研究成果可望提供台灣自行車產業的有益的見解。
Since 2008, soaring international oil prices and environmental awareness have pushed bicycle to be a green transport vehicle to reduce greenhouse gas emissions as a significant global trend. Besides, under popular social trends for health conscious, bicycling has been widely accepted as a healthy exercise. Consequently, Taiwan''s bicycle industry has entered another peak. It’s important for Taiwan’s bicycle industry to co-create value with customers to maintain the reputation as “bicycle kingdom.”

In Internet age, plus the prevailing of service-dominant logic, virtual customer environments can be greatly leveraged to promote customers’ active engagement in the value co-creation activities. After extensive literature review, this study proposes a research model for investigating the iterative and dynamic nature of customer’s engagement and value co-creation behavior.

Based on the applications of multi-criteria decision making (MCDM) tools, such as DEMATEL-based ANP (DANP), major research findings can be expected to provide helpful insights on marketing of Taiwan’s bicycle industry.
Abstract i

Content ii

List of Tables v

List of Figures vi

1. Introduction 1

2. Literature review 4

2.1. Service-dominant logic and customer engagement 4

2.1.1. From goods- dominant logic to service-dominant logic 4

2.1.2. Customer engagement 5

2.1.3. Incorporating customer engagement with relationship marketing 6

2.2. Virtual customer environment 9

2.3. Tribal behavior 10

2.4. Perceived customer benefits in VCE: uses and gratifications framework 11

2.5. Customer participation behavior 12

2.5.1. Information seeking 13

2.5.2. Responsible behavior 13

2.5.3. Personal interaction 14

2.6. Customer citizenship behavior 14

2.6.1. Knowledge sharing 14

2.6.2. Advocacy 15

2.6.3. Helping 16

2.6.4. Continuance intention 17

3. Research design 18

3.1. Research framework 18

3.2. Definition of research constructs 19

3.2.1. Tribal behavior 19

3.2.2. Perceived benefits 20

3.2.3. Customer participation behavior 22

3.2.4. Customer citizenship behavior 23

3.3. Research methodology 24

3.3.1. Research tools and instruments 25

3.3.2. Research subjects and sampling 26

3.4. Building a DANP model for exploring the dynamics of customer value co-creation behavior 27

3.4. 1. Decision Making Trail and Evaluation Laboratory 27

3.4.2. Analytical Network Process 31

4. Applications of the proposed model 34

4.1. Representativeness of the surveyed experts 34

4.1.1. Background of surveyed experts 34

4.2.2. The Appropriateness of Sample Size 35

4.2. The application of DEMTEL to build an IRM 36

4.2.1. Generate the initial direct-relation matrix 36

4.3. The application of ANP to obtain influential weights of criteria 41

4.4. Results and discussions 44

5. Conclusion 46

5.1. Theoretical implications 46

5.2. Managerial implications 48

5.3. Limitations and suggestions for future research 50

Reference 51
Alavi, M., &; Leidner, D. E. (2001). Review: Knowledge management and knowledge management systems: Conceptual foundations and research issues. Mis Quarterly, 107-136.

Algesheimer, R., &; Dholakia, P. M. (2006). Do customer communities pay off. Harvard business review, 84(11), 26-30.

Algesheimer, R., Dholakia, U. M., &; Herrmann, A. (2005). The Social Influence of Brand Community: Evidence from European Car Clubs. [Article]. Journal of Marketing, 69(3), 19-34.

Barnes, J. G. (1994). Close to the Customer: but is it Really a Relationship? [Article]. Journal of Marketing Management, 10(7), 561-570.

Bazaki, E., &; Veloutsou, C. (2010). Brand communities, subcultures of consumption, neo-tribes: a melange of terminology.

Bettencourt, L. A. (1997). Customer voluntary performance: customers as partners in service delivery. Journal of retailing, 73(3), 383-406.

Bickart, B., &; Schindler, R. M. (2001). Internet forums as influential sources of consumer information. Journal of Interactive Marketing, 15(3), 31-40.

Bock, G. W., &; Kim, Y.-G. (2002). Breaking the myths of rewards: an exploratory study of attitudes about knowledge sharing. Information Resources Management Journal (IRMJ), 15(2), 14-21.

Bock, G.-W., Zmud, R. W., Kim, Y.-G., &; Lee, J.-N. (2005). Behavioral intention formation in knowledge sharing: Examining the roles of extrinsic motivators, social-psychological forces, and organizational climate. Mis Quarterly, 87-111.

Bone, P. F. (1995). Word-of-mouth effects on short-term and long-term product judgments. Journal of Business Research, 32(3), 213-223.

Borman, W. C., &; Motowidlo, S. J. (1993). Expanding the criterion domain to include elements of contextual performance. Personnel selection in organizations, 71(1993), 98.

Brodie, R. J., Hollebeek, L. D., Jurić, B., &; Ilić, A. (2011). Customer Engagement Conceptual Domain, Fundamental Propositions, and Implications for Research. Journal of Service Research, 14(3), 252-271.

Chang, B., Chang, C. W., &; Wu, C. H. (2011). Fuzzy DEMATEL method for developing supplier selection criteria. Expert Systems with Applications, 38(3), 1850-1858.

Chen, F. H., Hsu, T. S., &; Tzeng, G. H. (2011). A balanced scorecard approach to establish a performance evaluation and relationship model for hot spring hotels based on a hybrid MCDM model combining DEMATEL and ANP. International Journal of Hospitality Management, 30(4), 908-932.

Chen, J. K., &; Chen, I. (2010). Using a novel conjunctive MCDM approach based on DEMATEL, fuzzy ANP, and TOPSIS as an innovation support system for Taiwanese higher education. Expert Systems with Applications, 37(3), 1981-1990.

Chiu, W.-Y., Tzeng, G.-H., &; Li, H.-L. (2012). A new hybrid MCDM model combining DANP with VIKOR to improve e-store business. Knowledge-Based Systems.

Compeau, D. R., &; Higgins, C. A. (1995). Computer self-efficacy: Development of a measure and initial test. Mis Quarterly, 189-211.

Constantin, J. A., &; Lusch, R. F. (1994). Understanding resource management: How to deploy your people, products, and processes for maximum productivity.

Cova, B., &; Pace, S. (2006). Brand community of convenience products: new forms of customer empowerment–the case “my Nutella The Community”. European Journal of marketing, 40(9/10), 1087-1105.

Davenport, T. H., &; Prusak, L. (1998). Working knowledge: Managing what your organization knows. Harvard Business School Press, Boston, MA.

Denzin, N. K., &; Lincoln, Y. S. (1998). The landscape of qualitative research: Issues and theories: Thousand Oaks, CA: Sage Publications.

Dyer, R., &; Forman, E. An Analytic Approach to Marketing Decisions. 1991: Prentice Hall, Englewood Cliffs.

Ennew, C. T., &; Binks, M. R. (1999). Impact of participative service relationships on quality, satisfaction and retention: an exploratory study. Journal of Business Research, 46(2), 121-132.

Finch, B. J. (1999). Internet discussions as a source for consumer product customer involvement and quality information: an exploratory study. Journal of Operations Management, 17(5), 535-556.

Gabus, A., &; Fontela, E. (1972). World problems, an invitation to further thought within the framework of DEMATEL. Battelle Geneva Research Center, Geneva, Switzerland.

Gabus, A., &; Fontela, E. (1973). Perceptions of the world problematique: Communication procedure, communicating with those bearing collective responsibility. Battelle Geneva Research Centre, Geneva, Switzerland.

Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of marketing, 18(4), 36-44.

Groth, M., Mertens, D. P., &; Murphy, R. (2004). Customers as good soldiers: Extending organizational citizenship behavior research to the customer domain. Handbook of organizational citizenship behavior, 411-430.

Hamilton, K., &; Hewer, P. (2010). Tribal mattering spaces: Social-networking sites, celebrity affiliations, and tribal innovations. Journal of Marketing Management, 26(3-4), 271-289.

Hennig-Thurau, T. (2004). Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention. International Journal of Service Industry Management, 15(5), 460-478.

Hung, Y. H., Huang, T. L., Hsieh, J. C., Tsuei, H. J., Cheng, C. C., &; Tzeng, G. H. (2012). Online reputation management for improving marketing by using a hybrid MCDM model. Knowledge-Based Systems.

Jerry Ho, W.-R., Tsai, C.-L., Tzeng, G.-H., &; Fang, S.-K. (2011). Combined DEMATEL technique with a novel MCDM model for exploring portfolio selection based on CAPM. Expert Systems with Applications, 38(1), 16-25.

Jevons, C., Gabbott, M., &; De Chernatony, L. (2005). Customer and brand manager perspectives on brand relationships: a conceptual framework. Journal of Product &; Brand Management, 14(5), 300-309.

Kannan, P., Chang, A.-M., &; Whinston, A. B. (2000). Electronic communities in e-business: Their role and issues. Information Systems Frontiers, 1(4), 415-426.

Katz, E., Blumler, J. G., &; Gurevitch, M. (1974). Utilization of mass communication by the individual. The uses of mass communications: Current perspectives on gratifications research, 3, 19-32.

Katz, E., &; Paul, F. (1966). Lazarsfeld. 1955. Personal influence.

Kellogg, D. L., Youngdahl, W. E., &; Bowen, D. E. (1997). On the relationship between customer participation and satisfaction: two frameworks. International Journal of Service Industry Management, 8(3), 206-219.

Kollock, P. (1999). The economies ol online cooperation. Communities in cyberspace, 220.

Lee, Y. C., Li, M. L., Yen, T. M., &; Huang, T. H. (2010). Analysis of adopting an integrated decision making trial and evaluation laboratory on a technology acceptance model. Expert Systems with Applications, 37(2), 1745-1754.

Lengnick-Hall, C. A., Claycomb, V. C., &; Inks, L. W. (2000). From recipient to contributor: examining customer roles and experienced outcomes. European Journal of marketing, 34(3/4), 359-383.

Lusch, R. F., Vargo, S. L., &; Wessels, G. (2008). Toward a conceptual foundation for service science: Contributions from service-dominant logic. IBM Systems Journal, 47(1), 5-14.

Markus, M. L. (2001). Toward a theory of knowledge reuse: Types of knowledge reuse situations and factors in reuse success. Journal of Management Information Systems, 18(1), 57-94.

McAlexander, J. H., Schouten, J. W., &; Koenig, H. F. (2002). Building brand community. The Journal of Marketing, 38-54.

Morgan, R. M., &; Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. The Journal of Marketing, 20-38.

Muniz Jr, A. M., &; O’guinn, T. C. (2001). Brand community. Journal of Consumer Research, 27(4), 412-432.

Nambisan, S. (2002). Designing virtual customer environments for new product development: Toward a theory. Academy of Management review, 27(3), 392-413.

Nambisan, S., &; Baron, R. A. (2007). Interactions in virtual customer environments: Implications for product support and customer relationship management. Journal of Interactive Marketing, 21(2), 42-62.

Nambisan, S., &; Baron, R. A. (2009). Virtual Customer Environments: Testing a Model of Voluntary Participation in Value Co‐creation Activities. Journal of product innovation management, 26(4), 388-406.

Northcutt, N., &; McCoy, D. (2004). Interactive qualitative analysis: A systems method for qualitative research: Sage Publications, Incorporated.

Organ, D. W., &; Konovsky, M. (1989). Cognitive versus affective determinants of organizational citizenship behavior. Journal of Applied Psychology, 74(1), 157.

Palmgreen, P., Informationsteknik, H. i. V., &; Institutionen, L. U. S. (1983). The Uses and Gratifications Approach: A Theoretical Perspective.

Porter, C. E., Devaraj, S., &; Sun, D. (2013). A Test of Two Models of Value Creation in Virtual Communities. Journal of Management Information Systems, 30(1), 261-292.

Prahalad, C. K., &; Ramaswamy, V. (2000). Co-opting customer competence. Harvard business review, 78(1), 79-90.

Prahalad, C. K., &; Ramaswamy, V. (2002). The co-creation connection. Strategy and Business, 50-61.

Prahalad, C. K., &; Ramaswamy, V. (2004). Co-creation experiences: The next practice in value creation. Journal of Interactive Marketing, 18(3), 5-14.

Rayburn, J. D., &; Palmgreen, P. (1984). Merging uses and gratifications and expectancy-value theory. Communication Research, 11(4), 537-562.

Rosenbaum, M. S., &; Massiah, C. A. (2007). When customers receive support from other customers: exploring the influence of intercustomer social support on customer voluntary performance. Journal of Service Research, 9(3), 257-270.

Rothaermel, F. T., &; Sugiyama, S. (2001). Virtual internet communities and commercial success: individual and community-level theory grounded in the atypical case of TimeZone. com. Journal of management, 27(3), 297-312.

Saaty, T. L. (1996). Decision making with dependence and feedback: The analytic network process.

Sedley, R. (2010). 4th Annual Online Customer Engagement Report 2010.

Shieh, J. I., Wu, H. H., &; Huang, K. K. (2010). A DEMATEL method in identifying key success factors of hospital service quality. Knowledge-Based Systems, 23(3), 277-282.

Strauss, A., &; Corbin, J. (2007). Basics of qualitative research: Techniques and procedures for developing grounded theory: Sage Publications, Incorporated.

Strauss, J., &; Frost, R. (2013). E-marketing: Pearson Prentice Hall.

Tseng, M.-L. (2009). A causal and effect decision making model of service quality expectation using grey-fuzzy DEMATEL approach. Expert Systems with Applications, 36(4), 7738-7748.

Tsiotsou, R., &; Veloutsou, C. (2012). Tribe: measuring tribal behavior in service brands.

Tsiotsou, R. H. (2013). The role of brand relationships and tribal behavior on brand loyalty. [Article]. AMA Winter Educators'' Conference Proceedings, 24, 366-374.

Tzeng, G. H., Chiang, C. H., &; Li, C. W. (2007). Evaluating intertwined effects in e-learning programs: A novel hybrid MCDM model based on factor analysis and DEMATEL. Expert Systems with Applications, 32(4), 1028-1044.

Vargo, S. L., &; Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 1-17.

Vargo, S. L., &; Lusch, R. F. (2008). From goods to service (s): Divergences and convergences of logics. Industrial Marketing Management, 37(3), 254-259.

Veloutsou, C. (2009). Brands as relationship facilitators in consumer markets. Marketing Theory, 9(1), 127-130.

Veloutsou, C., &; Moutinho, L. (2009). Brand relationships through brand reputation and brand tribalism. Journal of Business Research, 62(3), 314-322.

Vivek, S. D., Beatty, S. E., &; Morgan, R. M. (2012). Customer engagement: Exploring customer relationships beyond purchase. The Journal of Marketing Theory and Practice, 20(2), 122-146.

Wagner, C., &; Majchrzak, A. (2007). Enabling customer-centricity using wikis and the wiki way. Journal of Management Information Systems, 23(3), 17-43.

Wasko, M. M., &; Faraj, S. (2005). Why should I share? Examining social capital and knowledge contribution in electronic networks of practice. Mis Quarterly, 35-57.

Yi, Y., &; Gong, T. (2008). The effects of customer justice perception and affect on customer citizenship behavior and customer dysfunctional behavior. Industrial Marketing Management, 37(7), 767-783.

Yi, Y., &; Gong, T. (2013). Customer value co-creation behavior: Scale development and validation. Journal of Business Research, 1279-1284.

Yi, Y., Nataraajan, R., &; Gong, T. (2011). Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention. Journal of Business Research, 64(1), 87-95.
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
無相關期刊
 
系統版面圖檔 系統版面圖檔