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研究生:鍾純勝
論文名稱:顧客知識流程、回應能力及組織績效之研究:動態能力觀點
論文名稱(外文):The study of customer knowledge management processes, response capabilities and organizational performance: A perspective of dynamic capabilities
指導教授:李有仁李有仁引用關係
學位類別:碩士
校院名稱:國立政治大學
系所名稱:資訊管理研究所
學門:電算機學門
學類:電算機一般學類
論文出版年:2010
畢業學年度:98
語文別:中文
論文頁數:72
中文關鍵詞:顧客知識管理流程動態能力顧客回應能力組織績效
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本研究主要目的為根據文獻進行顧客知識管理流程的分類及定義,並且依據動態能力觀點來驗證這些流程對於顧客回應能力(顧客回應速度及顧客回應專長)和組織績效(財務績效及非財務績效)的影響。本研究也進一步驗證互動管理對於顧客知識管理流程與顧客回應能力之間關係的調節效果。經由對於台灣千大企業問卷調查所回收的資料進行分析,結果顯示,在顧客回應能力方面,顧客知識協作及產生流程將會正向影響顧客回應速度。而顧客知識分析及產生流程將會正向影響顧客回應專長。在組織績效方面,顧客回應速度只對於非財務績效具有正向影響,而顧客回應專長對於財務績效及非財務績效皆具有正向影響。本研究也進一步驗證顧客回應能力之中介效果,顧客回應速度方面,顧客回應速度具有顧客知識創造對於非財務績效之完全中介效果。顧客回應專長方面,顧客回應專長具有顧客知識分析對於財務績效之部分中介效果,以及具有顧客知識分析對於非財務績效之部分中介效果,也具有顧客知識創造對於非財務績效之完全中介效果。互動管理的調節效果,在顧客知識管理流程與顧客回應速度關係方面,互動管理負向調節顧客知識協作與顧客回應速度之關係,也正向調節顧客知識創造與顧客回應速度之關係。在顧客知識管理流程與顧客回應專長關係方面,互動管理負向調節顧客知識紀錄與顧客回應專長之關係,還有正向調節顧客知識分析與顧客回應專長間之關係。以及負向調節顧客知識協作與顧客回應專長之關係。
一、 研究背景與目的
1.1 研究背景 1
1.2 顧客知識管理之重要性 3
1.3 研究目的 5
1.4 研究流程圖 6
二、 文獻探討
2.1 顧客知識管理
2.1.1 顧客知識 7
2.1.2 顧客知識管理模型 8
2.1.3 顧客知識管理流程分類及定義 10
2.1.4 知識管理、顧客關係管理與顧客知識管理比較 15
2.2 動態能力 17
2.2.1 顧客回應能力 21
2.2.2 動態能力與顧客回應能力 22
2.3 組織績效 23
三、 研究架構及假設
3.1 研究架構 24
3.2 研究假設 25
四、 研究方法
4.1 資料蒐集 31
4.2 問卷衡量 33
4.3 資料分析方法 35
4.4 分析結果 36
4.4.1 樣本敘述統計 36
4.4.2 驗證性因素分析 37
4.4.3 信、效度評估 40
4.4.4 共同方法變異檢測 42
4.4.5 假設檢定 43
五、 結論 51
六、 管理意涵 55
七、 研究限制與未來研究方向 57
附錄、問卷
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