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    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
    鍾純勝
    Keywords: 顧客知識管理流程
    動態能力
    顧客回應能力
    組織績效
    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。
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    中文部分:
    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
    國立政治大學
    資訊管理研究所
    97356032
    98
    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

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