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系統識別號 U0002-2106201210101400
中文論文名稱 顧客知識管理對專案績效與組織效益之影響-以精密儀器設備銷售專案之觀點
英文論文名稱 Impact of customer knowledge management on project performance and organization benefit:from the perspective of precision instruments sales projects
校院名稱 淡江大學
系所名稱(中) 企業管理學系碩士在職專班
系所名稱(英) Department of Business Administration
學年度 100
學期 2
出版年 101
研究生中文姓名 許廷睿
研究生英文姓名 Ting-Jui Hau
學號 799610331
學位類別 碩士
語文別 中文
口試日期 2012-05-28
論文頁數 81頁
口試委員 指導教授-楊立人
委員-呂世通
委員-張雍昇
中文關鍵字 顧客知識管理  專案績效  組織效益  知識領導 
英文關鍵字 customer knowledge management  project performance  firm benefit  knowledge leadership 
學科別分類 學科別社會科學管理學
中文摘要 新知識經濟時代逐漸成型,造就了高科技產業的興起,亦同時帶動各種相關儀器的需求,尤其是高精密儀器設備。相較其他一般傳統製造產業,技術門檻相對較高的精密儀器產業是屬於高技術型產業。
本研究從台灣高科技產業的精密儀器銷售專案之觀點來實證三個研究目的。第一個目的是評估顧客知識管理,精密儀器銷售專案的績效與組織效益之間的關聯。第二個目的是評估知識領導對於顧客知識管理中的影響。第三個目的是評估不同特性的專案,其專案績效是否有所差異。分析結果發現,顧客知識管理對於專案績效與組織效益的關係具有完全中介效果,另研究結果顯示知識領導對於顧客知識管理具有深遠影響,此外,透過量化分析驗證了專案特性中,複雜性較高的專案與複雜性較低的專案,其專案績效具有顯著的差異。
英文摘要 This paper empirically investigates a sample of precision instrument sales (PIS) projects in Taiwanese high-tech industry with a 3-fold purpose. The first objective is to assess the associations among customer knowledge management (CKM), precision instrument sales (PIS) project performance, and firm benefit. The second objective is to evaluate the effect of knowledge leadership on customer knowledge management. The third objective is to determine the difference in PIS project performance among different project characteristics. These analyses suggest that PIS project performance fully mediates the effect of CKM on firm benefit. The results also show that knowledge leadership contributes significantly to customer knowledge management. Additionally, these data provide evidence for a significant difference in PIS project performance between projects with high and low complexity and between projects with medium and low complexity.
論文目次 目錄 i
表目錄 vi
圖目錄 viii
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 4
第三節 研究範圍與對象 5
第四節 研究流程 5
第二章 文獻探討 7
第一節 顧客知識管理 7
第二節 知識不確定性 14
第三節 知識領導 16
第四節 專案特性與績效 17
第五節 組織效益 20
第六節 各構面之關係及假設之建立 22
第三章 研究方法 26
第一節 研究架構 26
第二節 研究假設 27
第三節 變數操作性定義與衡量 27
第四節 研究範圍與對象 29
第五節 問卷設計 30
第六節 資料分析方法 32
第四章 資料分析結果 36
第一節 敘述性資料分析 36
第二節 因素分析與信度分析 40
第三節 差異性分析 49
第四節 迴歸分析 56
第五節 階層迴歸分析 60
第六節 假設驗證結果 61
第五章 結論與建議 62
第一節 研究結論 62
第二節 研究貢獻 66
第三節 研究限制 67
第四節 後續研究建議 68
參考文獻 69
中文部分 69
英文部分 70
附錄:本研究問卷 76

表目錄
表2-1 顧客知識來源種類 ...................................................................... 13
表2-2 專案特性產業分類表 .................................................................. 19
表2-3 顧客知識績效評估指標 .............................................................. 21
表3-1 問卷結構 ...................................................................................... 31
表3-2 Cronbach’s α 係數之參考指標表 ................................................ 33
表3-3 KMO 值評定標準表 .............................................................. 34
表4-1 問卷回收統計 .............................................................................. 36
表4-2 樣本人口屬性統計表 .................................................................. 38
表4-3 樣本專案特性統計表 .................................................................. 39
表4-4 各研究構面之KMO與Bartlett檢定 ......................................... 40
表4-6 知識領導之因素分析、信度分析與命名 .................................. 42
表4-7 知識不確定性之因素分析、信度分析與命名 .......................... 45
表4-8 知識不確定性之因素分析、信度分析與命名 .......................... 47
表4-9不同專案特性對顧客知識管理之差異性分析 ........................... 50
表4-10不同專案特性變項對知識領導之差異性分析 ......................... 51
表4-11不同專案特性變項對知識不確定性之差異性分析 ................. 52
表4-12不同專案特性對專案績效之差異性分析 ................................. 54
表4-13不同專案特性變項對組織效益之差異性分析 ......................... 55
表4-14顧客知識管理對組織效益的迴歸分析 ..................................... 57
表4-15顧客知識管理對專案績效的迴歸分析 ..................................... 57
表4-16專案績效對組織效益的迴歸分析 ............................................. 58
表4-17知識不確定性對顧客知識管理的迴歸分析 ............................. 59
表4-18知識領導對顧客知識管理的迴歸分析 ..................................... 59
表4-19顧客知識管理透過專案績效對組織效益的中介效果分析 ..... 60
表4-20 研究假設驗證結果 .................................................................... 61

圖目錄
圖 1-1 研究流程 ....................................................................................... 6
圖2-1 顧客流程循環模式 ...................................................................... 11
圖2-2 10C模式 ....................................................................................... 12
圖2-3 顧客知識能力模式 ...................................................................... 14
圖3-1 研究架構 ...................................................................................... 26
圖4-1 因素分析後修正之研究架構 ...................................................... 48
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