English  |  正體中文  |  简体中文  |  Post-Print筆數 : 11 |  Items with full text/Total items : 88987/118697 (75%)
Visitors : 23577192      Online Users : 188
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
  • Adv. Search
    HomeLoginUploadHelpAboutAdminister Goto mobile version
    政大機構典藏 > 商學院 > 資訊管理學系 > 學位論文 >  Item 140.119/60208
    Please use this identifier to cite or link to this item: http://nccur.lib.nccu.edu.tw/handle/140.119/60208

    Title: 顧客知識流程、回應能力及組織績效之研究:動態能力觀點
    The study of customer knowledge management processes, response capabilities and organizational performance: A perspective of dynamic capabilities
    Authors: 鍾純勝
    Contributors: 李有仁
    Keywords: 顧客知識管理流程
    Date: 2009
    Issue Date: 2013-09-04 16:57:33 (UTC+8)
    Abstract: 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。
    Reference: 參考文獻
    1. Bagozzi, R. P. and Yi Y. (1988). “On the. Evaluation of Structural Equation Models,” Journal of the Academy of Marketing Science, Vol.16, No.1, pp.74-94
    2. Barney, J. B. (1991) “Firm resources and sustained competitive advantage,” Journal of Management, Vol. 17, No. 1, pp. 99-120.
    3. Baron, R. M., & Kenny, D. A. (1986), “The moderator- mediator variable distinction in social psychological research: Conceptual, strategic, and statistical consideration,” Journal of Personality and Social Psychology, Vol.51, No.6, pp.1173-1182.
    4. Bryant, S. E. and Terborg, J. R. (1998) “Impact of peer mentor training on creating and sharing organizational knowledge,” Journal of Managerial Issues, Vol. 20, No. 1, pp. 11-29
    5. Campbell, A.J. (2003) “Creating customer knowledge competence: managing customer relationship management programs strategically,” Industrial Marketing Management, Vol. 32 No. 5, pp. 375-83.
    6. Chen, Y.H. and Su, C.T. (2006) “A Kano-CKM Model for Customer Knowledge Discovery,” Total Quality Management, Vol. 17, No. 5, pp. 589–608.
    7. Cohen, J. and Levinthal, D.A. (1990) “Absorptive capacity: A new perspective on learning and innovation,” Administrative Science Quarterly, Vol. 35, No. 1, pp. 554–571.
    8. Desai, D., Sahu, S. and Sinha, P. K. (2007) “Role of dynamic capability and information technology in customerrelationship management: A Study of Indian Companies,” Vikalpa: The Journal for Decision Makers, Vol. 32, No. 4, pp. 45-62.
    9. Deshpande, R., Farley, J.U., and Webster, F.E. (1993) “Corporate culture, customer orientation and innovativeness in Japanese firms: a quadrad analysis,” Journal of Marketing, Vol. 57, No. 1, pp. 23-27
    10. Dess, G. G., and Robinson, R. E. J. (1984) “Measuring organizational performance in the absence of objective measures: The case of the privately-held firm and conglomerate business unit,” Strategic Management Journal, Vol. 5, No. 3, pp. 265-273.
    11. Dickson, P.R. (1992) “Toward a general theory of competitive rationality,” Journal of Marketing, Vol. 56, No.1, pp. 69-83.
    12. Døving, E. and Gooderham, P. N. (2008) “Dynamic capabilities as antecedents of the scope of related diversification: the case of small firm accountancy practices,” Strategic Management Journal, Vol. 29, No. 8, pp. 841-857.
    13. Eisenhardt, K. M. and Martin, J. A. (2000) “Dynamic capabilities: what are they,” Strategic Management Journal, Vol. 21, No. 10/11, pp. 1105-1121.
    14. Erat, P., Desouza, K. C., Scha¨fer-Jugel, A., and Kurzawa, M. (2006) “Business customer communities and knowledge sharing: exploratory study of critical issues,” European Journal of Information Systems, Vol. 15, No. 5, pp. 511–524.
    15. Fornell, C. & Larcker, D. F. (1981), “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error,” Journal of Marketing Research, Vol. 18, No.3, pp.39-50.
    16. Gales, L. and Mansour-Cole, D. (1995) “User involvement in innovation projects: toward an information processing model,” Journal of Engineering and Technology Management, Vol. 12, No. 1-2, pp. 77-109.
    17. Garcı´a-Murillo, M. and Annabi, H. (2002) “Customer knowledge management,” Journal of the Operational Research Society, Vol. 53, No. 8, pp. 875-884.
    18. Gebert, H., Geib, M., Kolbe, L., and Brenner, W. (2003) “Customer relationship management: integrated customer relationship management and knowledge management concepts,” Journal of Knowledge Management, Vol. 7, No. 5, pp. 107-123.
    19. Gerbing, D. W., & Anderson, J. C. (1988), “An update paradigm for scale development incorporating unidimensionality and its assessment,” Journal of Marketing Research, 15, pp.186-192.
    20. Gibbert, M., Leibold, M. and Probst, G. (2002) “Five styles of customer knowledge management, and how smart companies use them to create value,” European Management Journal, Vol. 20. No. 5, pp. 459-469.
    21. Hair, J. F. Jr., Black, W. C., Babin, B. J., Anderson, R. E., and Tatham, R. L. (2006). Multivariate data analysis (6th ed.). London: Prentice-Hall.
    22. Hakansson, H. and Snehota, I. (1995) “Developing relationships in business networks,” Boston: International Thomson Press.
    23. Hung Y.Y. Richard , Chung T. and Lien Y.H. Bella (2007) “Organizational process alignment and dynamic capabilities in high-tech industry.,” Total Quality Management & Business Excellence, Vol. 18, No. 9/10, pp. 1023-1034.
    24. Jantunen, A., Puumalainen, K., Saarenketo, S. and Kylaheiko, K. (2005) “Entrepreneurial orientation, dynamic capabilities and international performance,” Journal of International Entrepreneurship, Vol. 3, No. 3, pp. 223-243.
    25. Jaworski, B.J. and Kohli, A.K. (1993) “Market orientation: antecedents and consequences,” Journal of Marketing, Vol. 57, No. 3, pp. 53-70.
    26. Jayachandran, S., Hewett, K. and Kaufman, P. (2004) “Customer response capability in a sense and response era: the role of customer knowledge process,” Journal of the Academy of Marketing Science, Vol. 32, No. 3, pp. 219-233.
    27. Joreskog, K.G. and D. Sorbom (1984). LISREL VI User's Guide. Mooresville, IN: Scientific Software.
    28. Joshi, A.W. and Sharma, S. (2004) “Customer knowledge development: antecedents and impact on new product performance,” Journal of Marketing, Vol. 68, No. 4, pp. 47-59.
    29. Kaplan, R.S. and Norton, D.P. (1992) “The balanced scorecard-measures that drive performance,” Harvard Business Review, Vol. 70, No. 1, pp. 71-79.
    30. Kohli, Ajay K. and Jaworski, Bernard J. (1990) “Market Orientation: The construct, research propositions, and managerial implications,” Journal of Marketing, Vol. 54 No. 2, pp. 1-19.
    31. Lee, C. C., Yang, J., and Yu, L. M. (2001) “The knowledge value of customers and employees in product quality,” Journal of Management Development, Vol. 20, No. 8, pp. 691-704.
    32. Li, L. and Calantone, R.J. (1998) “The impact of market knowledge competence on new product advantage,” Journal of Marketing, Vol. 62, No. 4, pp. 13-29.
    33. Liao, J. (Jon) , Kickul, J. R. and Ma, H. (2009) “Organizational dynamic capability and innovation: an empirical examination of internet firms,” Journal of Small Business Management, Vol. 47, No. 3, pp. 263-286.
    34. Lin, Y.C., Su, H.Y. and Chien, S.H. (2006) “A knowledge-enabled procedure for customer relationship management,” Industrial Marketing Management, Vol. 35, No. 4, pp. 446-456.
    35. Lopez-Nicolas, C. and Molina-Castillo, F. J. (2008) “Customer knowledge management and e-commerce: the role of customer perceived risk,” International Journal of Information Management, Vol. 28, No. 2, pp. 102-113.
    36. Lu C. S. and Yang C. C. (2006) “Evaluating key logistics capabilities for international distribution center operators in taiwan,” Transportation Journal, Vol. 15, No. 4, pp. 9-27.
    37. Majchrzak, A., Cooper, L.P. and Neece, O.E. (2004) “Knowledge refuse for innovation,” Management Science, Vol. 50, No. 2, pp. 174-188.
    38. Marsh, Sarah J. and Stock, Gregory N. (2006) “Creating dynamic capability: the role of intertemporal integration, knowledge retention, and interpretation,” Journal of Product Innovation Management, Vol. 23, No. 5, pp. 422-436.
    39. Massey, A.P., Montoya-Weiss, M.M. and Holcom, K. (2001) “Re-engineering the customer relationship: leveraging knowledge assets at IBM,” Decision Support Systems, Vol. 32, No. 2, pp. 155-170.
    40. Miner, Anne S., Paula Bassoff, and Christine Moorman (2001),“Organizational Improvisation and Learning: A Field Study,” Administrative Science Quarterly, 46 (June), pp.304–337.
    41. Narver, John C. and Slater, Stanley F. (1990) “The effect of a market orientation on business profitability, ” Journal of Marketing, Vol. 54 No. 3, pp. 20-35.
    42. Nätti, S., Halinen, A., and Hanttu, N. (2006) “Customer knowledge transfer and key account management in professional service organizations,” International Journal of Service Industry Management, Vol. 17, No. 4, pp. 304-319.
    43. Neter, J., Wasserman, W., & Kutner, M. H. 1985. Applied linear statistical models. Homewood, IL: Irwin.
    44. Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric theory (3rd Ed.). New York: McGraw-Hill.
    45. Peteraf, M.A. (1993) “The cornerstones of competitive advantage: A resource-based view,” Strategic Management Journal, Vol. 14, No. 3, pp. 179–191.
    46. Podsakfoff, P.M., MacKenzie, S.B., Lee, J.Y.,& Podsakoff, N.P., 2003. “Common Method Biases in Behavioral Research: A Critical Review of the Literature and Recommended Remedies,” Journal of Applied Psychology, Vol.88, No.5, pp.879-903.
    47. Ramani, G. and Kumar, V. (2008) “Interaction orientation and firm performance,” Journal of Marketing, Vol. 72, No. 1, pp. 27-45.
    48. Ritter, T. and Gemunden, H.G. (2003) “Network competence its impact on innovation success and its antecedents,” Journal of Business Research, Vol. 56, No. 9, pp. 745-755.
    49. Rowley, J., Beata, K.T. and Leeming, E. (2007) “Customer community and co-creation: a case study,” Marketing Intelligence & Planning, Vol. 25, No. 2, pp. 136-146.
    50. Sackett, P.R., and Larson, J.R. (1990). Research strategies and tactics in I/O psychology. In M. D. Dunnette & L. Hough (Eds), Handbook of industrial and organizational psychology (2 nd ed., pp. 428-442). Palo Alto, CA: Consulting Psychologists Press.
    51. Salomann, H., Dous, M., Kolbe, L. and Brenner, W. (2006) “Advancing CRM initiatives with knowledge management,” Journal of Information Science and Technology, Vol. 3, No. 2, pp. 23-44.
    52. Sanchez, A.M. and Elola, L.N. (1991) “Product innovation management in Spain,” Journal of Product Innovation and Management, Vol. 8, No. 1, pp. 49-56.
    53. Sinkula, James M. (1994) “Market information processing and organizational learning, ” Joumal of Marketing, Vol. 58, No. 1, pp. 35-45.
    54. Slater, Stanley F. and Narver, John C.. (1995) “Market Orientation and the Learning Organization.” Journal of Marketing, Vol. 59 No. 3, pp. 63-74.
    55. Srinivasana, S.S, Anderson, R. and Ponnavolu, K. (2002) “Customer loyalty in e-commerce: an exploration of its antecedents and consequences,” Journal of Retailing, Vol. 78, No. 1, pp. 41-50.
    56. Su, C.T., Chen, Y.H., and Sha, D.Y. (2006) “Linking innovative product development with customer knowledge: a data-mining approach,” Technovation, Vol. 26, No. 7, pp. 784-795.
    57. Teece, D. J., Pisano, G., and Shuen, A. (1997) “Dynamic capabilities and strategic management,” Strategic Management Journal, Vol. 18, No. 7, pp. 509-533.
    58. Van De Ven, Andrew H. and Douglas Polley (1992), “Learning While Innovating,” Organization Science, 3 (February), pp.92–116.
    59. Wang, E., Klein, G. and Jiang, J. J. (2007) “IT support in manufacturing firms for a knowledge management dynamic capability link to performance,” International Journal of Production Research, Vol. 45, No. 11, pp. 2419-2434.
    60. Wayland, R.E. and Cole, P.C. (1997) “Customer connections: new strategies for growth,” Harvard Business School Press.
    61. Wernerfelt, B. (1984) “A resource-based view of the firm,” Strategic Management Journal, Vol. 5, No. 2, pp. 171-180.
    62. Zollo, M. and Winter, S. G. (2002) “Deliberate learning and the evolution of dynamic capabilities,” Organization Science, Vol. 13, No. 3, pp. 339-351.
    63. Zott, C. (2003) “Dynamic capabilities and the emergence of intraindustry differential firm performance: insights from a simulation study,” Strategic Management Journal, Vol. 24, No. 2, pp. 97-125.

    1. 陳文翰(2005). 運用顧客知識管理以提升CRM效益 國立政治大學資訊管理所碩士論文
    Description: 碩士
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0097356032
    Data Type: thesis
    Appears in Collections:[資訊管理學系] 學位論文

    Files in This Item:

    File Description SizeFormat
    603201.pdf1043KbAdobe PDF236View/Open

    All items in 政大典藏 are protected by copyright, with all rights reserved.

    社群 sharing

    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback