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研究生:沈宏谷
研究生(外文):Hung-KuShen
論文名稱:從顧客心聲(VOC)到設計者心聲(VOD)_對於台灣建設產業的知識處理觀點之研究
論文名稱(外文):From VOC (voice of customers) to VOD (voice of designers) - A study of knowledge-processing perspective in Taiwanese construction industry
指導教授:方世杰方世杰引用關係周信輝周信輝引用關係
指導教授(外文):Shih-Chieh FangHsin-Hui Chou
學位類別:博士
校院名稱:國立成功大學
系所名稱:企業管理學系
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:2015
畢業學年度:103
語文別:中文
論文頁數:99
中文關鍵詞:建設產業知識處理客戶心聲(VOC)設計者心聲(VOD)營運環境策略意圖
外文關鍵詞:knowledge-processing mechanismsvoice of customers (VOC)voice of designers (VOD)operation environmentstrategic intent
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本研究以台灣所稱的火車頭產業─建設業為標的,探討建設產品從市場行銷之客戶心聲(VOC, Voice of Customers),如何透過組織內部的知識處理(Knowledge processing)過程,最終成為設計成品之規範(VOD, Voice of Designers)。以往關於從市場行銷端到設計開發端的研究,大致可分為二大主流,即「人際觀點的跨部門溝通」,以及「技術觀點的機能展開技術與工具」,但因為關於「知識管理」議題之研究標的,絕大多數均為電子產業、生技產業為主,而對於被認定為「傳統產」的建設產業,則因既有刻板印象,故對於從「知識處理」的觀點之探討則甚少見。本研究認為,建設產業不僅於國家經濟發展、人民生活需求緊密相關,其產品(建物)所蘊含之:設計美學理念、現代技術工法、商業行銷方式與空間設計概念等專業知識領域之快速發展,已堪稱為高度知識密集之產業。
故此,從該產業的行銷端到設計端的知識處理過程中(知識之取得/移轉/分享/整合/應用),經營者的策略意圖(固守市場/開拓市場)、營運環境(市場、競爭者、法規、新科技)均為影響甚鉅的因素。為了能深入了解此一從前未被重視的產業,其在各項專業知識的處理機制與過程之運作內涵,本研究先採用「質性研究」的方法,定義出各相關構面的影響因素,再據此發展出研究架構,並採用「量化研究」方式,進行各構面之間的影響關聯方向與強度之衡量。本研究樣本是以台灣北、中、南都會區之建設公司為標的,相信研究結果對於亞洲其他經濟發展的區域,尤其重視永續經營的智慧資產之建設公司經營者,也具有相當高度之參考價值。
The purpose of our research is to develop a theoretical framework during the voice of customers (VOC) and voice of designers (VOD) in knowledge-based viewpoint (KBV) and clarify these critical factors related to knowledge-processing mechanisms in the Taiwanese construction industry. A survey of depth-interviews were conducted with 15 construction companies and a questionnaire analysis of 136 samples showed the positive connections between voice of customers (VOC), operation environment, strategic intent, knowledge-processing mechanisms, and voice of designers (VOD). In turn, these measures of a firm’s effectiveness of knowledge-processing mechanisms from voice of customers (VOC) to voice of designers (VOD) were related to the firm’s strategic intent and operation environment, and we provide an empirical framework which can quickly and comprehensively understand an organization for fitness with business objectives in Taiwanese companies.
摘要 I
Extended Abstract II
誌謝 V
目錄 VI
表目錄 X
圖目錄 XII
第壹章 緒論 1
第一節 研究背景與動機 1
第二節 研究問題與目的 5
第三節 研究範圍 6
第四節 研究流程 7
第五節 預期研究貢獻 9
第貳章 文獻探討 10
第一節 客戶需求定義(VOC) 10
一、人際觀點的「跨組織間之溝通機制」 11
二、技術觀點的產品規格展開工具之應用 12
第二節 知識處理 13
一、知識取得(Knowledge acquisition) 13
二、知識移轉與分享(Knowledge transfer and sharing) 16
三、知識整合(Knowledge integration) 17
四、知識應用(Knowledge application) 19
第三節 策略意圖 22
第四節 營運環境 24
一、市場(消費者與競爭者) 24
二、政府法規 24
三、新科技 25
第五節 設計者心聲(Voice of Designers, VOD) 26
第參章 研究架構與構面衡量 28
第一節 質性研究階段 28
一、資料蒐集(多個案深度訪談) 30
二、資料分析與簡化(歸類及編碼) 34
三、結論引出(構面及因素確認) 35
第二節 量化研究階段 40
一、策略意圖與客戶需求定義(VOC)、知識處理之關係 40
二、客戶需求定義(VOC)與知識處理之關係 42
三、營運環境與知識處理之關係 44
四、知識處理與設計者心聲(VOD)之關係 45
五、問卷調查及量性分析 47
第肆章 研究設計與方法 50
第一節 研究架構 50
第二節 研究假設 51
第三節 問卷設計 52
第四節 研究對象與問卷回收狀況 54
一、研究對象與樣本來源 54
二、問卷回收情形 54

第五節 資料分析方法 55
一、敘述性統計(descriptive statistics) 55
二、衡量並檢定各構面因素及信度 55
三、瞭解各構面之相關影響程度_迴歸分析(regression analysis) 56
第伍章 量化資料分析研究結果 57
第一節 樣本基本資料分析 57
一、樣本結構 57
二、研究構面統計分析 58
第二節 各研究構面因素分析 65
一、營運環境因素分析 65
二、策略意圖因素分析 65
三、客戶需求定義(VOC)因素分析 66
四、知識處理機制因素分析 66
五、設計者心聲(VOD)因素分析 67
第三節 信度檢定 68
第四節 迴歸分析 72
一、客戶需求定義(VOC)與營運環境之迴歸分析結果 72
二、客戶需求定義(VOC)與策略意圖之迴歸分析結果 72
三、知識處理機制與營運環境之迴歸分析結果 73
四、知識處理機制與策略意圖之迴歸分析結果 74
五、知識處理機制與客戶需求定義(VOC)之迴歸分析結果 75
六、設計者心聲(VOD)與知識處理機制之迴歸分析結果 76
第陸章 結論與建議 77
第一節 研究結論 77
第二節 討論 79
一、營運環境對客戶需求定義(VOC)及知識處理機制關係之探討 79
二、策略意圖對客戶需求定義(VOC)及知識處理機制關係之探討 80
三、客戶需求定義(VOC)對知識處理機制關係之探討 81
四、知識處理機制對設計者心聲(VOD) 關係之探討 82
第三節 研究意涵 83
一、理論意涵 83
二、實務意涵 84
第四節 研究限制與建議 86
一、購屋受訪者≠購屋決策者 86
二、北、中、南部不同都會區是否有區域性差異? 86
參考文獻 87
附件─問卷 99
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