English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 110941/141868 (78%)
Visitors : 47473270      Online Users : 664
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
    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/29928


    Title: 顧客互動導向對於組織績效之影響-以設計產業為例
    Authors: 林盈汝
    Contributors: 張愛華
    洪叔民

    林盈汝
    Keywords: 互動導向
    組織學習
    組織創新
    組織績效
    Interaction Orientation
    Date: 2008
    Issue Date: 2009-09-11 16:53:01 (UTC+8)
    Abstract: 近年來,在市場導向的發展下,廠商對於顧客的重視程度越來越高,Ramani and Kumar(2008)提出的互動導向則更精確地將分析顧客時的單位降至「個別顧客」之層級。互動導向之所以受到注目,在於當前環境下,廠商所面對的顧客比起以往更加聰明與挑剔,顧客希望廠商提供的產品與服務能充分滿足其需求,因此,廠商需要不斷地製造出更好的商品、以更聰明的手法行銷並且更了解消費者,此時各廠商對於個別顧客需求的掌握程度,將決定彼此在未來的不同發展命運。
    本研究將以國內設計服務產業廠商為研究對象,採用Ramani and Kumar(2008)提出的互動導向架構,並加入中介變數組織學習與組織創新,以及調節變數顧客主動接觸的比例進行討論。
    本研究結果發現:
    1.互動導向將能直接影響組織績效,且進一步比較「互動導向直接對於組織績效所產生之效果」與「互動導向透過組織學習對組織績效所產生之效果」時,前者所能產生的效果明顯優於後者,且「學習導向」將僅變成部分中介變數。
    2.組織學習與組織創新確實為存在於互動導向與組織績效間的重要中介變數,研究發現「互動導向」對於「組織學習」確實存在正向影響,且「組織學習」亦將對「組織創新」有正向影響,而「組織創新」又會對於「顧客基礎之關係績效(CBRP)」與「顧客基礎之獲利績效(CBPP)」兩者皆有正向影響,並於最終影響總體組織績效。
    3.「顧客主動接觸的比例」為存在於「互動導向」與「組織學習」關係中之調節變數,將產生負向的調節效果。
    Reference: 中文部份:
    1.吳明隆 (2007). SPSS操作與應用:問卷統計分析實務,台北:五南圖書出版股份有限公司.
    2.邱皓政 (2006). 結構方程模式,台北:雙葉書廊有限公司.
    3.周文賢 (2002). 多變量統計分析:SAS/STAT使用方法, 台北: 智勝文化.
    4.林義屏、黃俊英、董玉娟(2006).「市場導向、組織學習、組織創新與組織績效間關係之研究:以科學園區資訊電子產業為例」,管理評論,23(1),101-134.
    5.莊立民 (2002). 組織創新模式建構與實證之研究─以台灣資訊電子業為例. 國立成功大學企業管理研究所博士論文.
    6.楊燕枝、吳思華 (2005). 文化創意產業的價值創造形塑之初探. 行銷評論,2(3), 313-338.
    7.蔡啟通 (1997). 組織因素、組織成員整體創造性與組織創新之關係. 國立台灣大學商學研究所博士論文.
    英文部份:
    1.Amabile, T. M.(1988).A Model of Creativity and Innovation in Organizations , Research in organizational behavior, 10, 123-167.
    2.Anderson, E. W. and M. W. Sullivan.(1993), The Antecedents and Consequences of Customer satisfaction for Firms, Marketing Science, 12(2), 25-43.
    3.Argyris, C.(1977), Double loop learning in Organization. Harvard Business Review, 55(5), 115-125.
    4.Argyris, C. and Donald, S.(1978), Organizational Learning:A Theory of Action Perspective. Reading. Boston : Addison-Wesley.
    5.Bagozzi, R. P. and Yi, Y. J.(1988), On the Evaluation of Structure Equation Models. Academy of Markeingt Scencei, 16(1), 74-94.
    6.Berry, L. L. (1995), Relationship Marketing of Services-Growing Interest,Emerging Perspectives. Journal of the Academy of Marketing Science, 23(4), 236-245.
    7.Blau, J. R. and McKinley, W.(1979), Ideas, Complexity, and Innovation. Administrative Science Quarterly, 24, 200-219
    8.Boulding, W., Staelin, R., Ehret, M. and Johnston, W. J.(2005), A Customer Relationship Management Roadmap: What is Known, Potential Pitfalls, and Where to Go. Journal of Marketing, 69(4), 155-166.
    9.Bowman, D. and Narayandas, D.(2001), Managing Customer-Initiated Contacts with Manufacturers:The Impact on Share of Category Requirements and Word-of-Mouth Behavior. Journal of Marketing Research, 38(3), 281-297.
    10.Brown, T. J., Barry, T. E., Dacin, P. A. and Gunst, R. F. (2005), Spreading the word:Investigating Antecedents of Consumers’ Positive Word-of-Mouth Intentions and Behaviors in a Retailing Context. Journal of the Academy of Marketing Science, 33(2), 123-138.
    11.Burgess, G. H.(1989), Industrial Organization. Englewood Cliffs, New Jersey: Prentice Hall.
    12.Campell, J. P.(1977), On the Nature of Organizational Effectiveness:New Perspective on Organization. San Francisco:Jossey-Bass.
    13.Cardozo, R. N.(1965), An Experimental Study of Customer Effect, Expectation and Satisfaction. Journal of Marketing Research, 2(3), 244-249.
    14.Choi, F. and Mueller, G.(1992), International Accounting. Englewood Cliffs, New Jersey:Prentice Hall.
    15.Chow, G., Heaver, T. D. and Henriksson, L. E.(1994), Logistics performance:definition and measurement. International Journal of Physical Distribution and Logistics Management, 24(1), 17-28.
    16.Cronbach, L. J.(1987), Statistical Tests for Moderator Variables: Flaws in Analyses Recently Proposed. Psychological Bulletin, 102(3), 414-417.
    17.Daft, R. L.(1982), Bureaucratic versus Nonbureaucratic Structure and the Process of Innovation and Change. Research in the Sociology of Organizations,(1), 129-166.
    18.Damanpour, F.(1991), Organizational Innovation:A Meta-Analysis of Effects of Determinants and Moderators. Academy of Management Journal, 34l(3), 555-590.
    19.Damanpour, F. and Evan, W. M.(1984), Organizational Innovation and Performance: The Problem of `Organizational Lag`. Administrative Science Quarterly, September, 392-409.
    20.Damanpour, F., Szabat, K. A., and Evan, W. M. (1989). The Relationship Between Types of Innovation and Organizational Performance. Journal of Management Studies, 26(6), 587-601.
    21.Dougherty, D. and E. H. Bowman(1995), The Effects of Organizational Downsizing of Product Innovation, California Management Review, 37(3), 28-44.
    22.Drucker, P. F.(1973). Management: Tasks, Responsibilities and Practices. New York:Harper and Row.
    23.Drucker, P. F.(1985). Innovation and Entrepreneurship:Practice and Principle. Landon:Heinemann.
    24.Egeren, M. V. and O’Connor, S.(1998). Drivers of Market Orientation and Performance in Service Firms. Journal of Services Marketing, 12(1), 39-58.
    25.Etzel, M. J., Walker, B. J. and Stanton, W. J.(2004), Marketing, 13th . Boston:McGraw-Hill
    26.Fornell, C.(1992), A National Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing, 56(1), 6-21.
    27.Foster, R. N. (1986), Innovation: The Attacker`s Advantage. New York: Summit Books.
    28.Gatignon, H.(1984), Competition as a Moderator of the Effect of Advertising on Sales. Journal of Marketing Research, 21(4), 387-389.
    29.Gefen, D., Straub, D. W. and Boudreau, M. C. (2000), Structural equation modeling and regression:Guidelines for research practice. Communications of the Association for Information System, 4(7), 1-70.
    30.Gemunden, H. G., Heydebreck, P. and Herden, R. (1992), Technological interweavement: A means of achieving innovation success. R&D Management, 22, 359-376.
    31.Glynn, M. A .(1996), Innovative Genius: A Framework for Relating Individual and Organizational Intelligences to Innovation. Academy of Management Review, 21(4), 1081-1111
    32.Gobeli, D. H. and Brown, J. (1987), Analtzing Product Innovations. Research Management, 25-31.
    33.Gruner, K. E. and Homburg, C. (2000), Does Customer Interaction Enhance New Product Success? Journal of Business Research, 49, 1-14.
    34.Han, J. K., Kim, N. and Srivastava, R. K. (1998), Market Orientation and Organizational Performance: Is Innovation a Missing Link? Journal of Marketing, 62(4), 30-45.
    35.Hayduk, L.A.(1987), Structural equation modeling with LISREL: Essentials and advances. Baltimore:Johns Hopkins University Press.
    36.Hoekstra, J. C., Leeflang, P. S. H. and Wittink, D. R.(1999), The Customer Concept:The Basis for a New Marketing Paradigm. Journal of Market-Focused Management, 4(1), 43-76.
    37.Huber, G. P.(1991), Organizational Learning:The Contributing Processes and the Literatures. Organization Science, 2(1), 88-115.
    38.Hult, G. T. M. and Ferrell, O. C.(1997), Global Organizational Learning Capacity in Purchasing: Construct and Measurement. Journal of Business Research, 40, 97-111.
    39.Hurley, R. F. and Hult, G. T. M.(1998), Innovation, Market Orientation, and Organizational Learning: An Integration and Empirical Examination. Journal of Marketing, 62(3), 42-54.
    40.Iansiti, M. and Clark, K. B.(1994), Integration and Dynamics Capability: Evidence from Product Development in Automobiles and Mainframe Computers. Industrial and Corporate Change, 3, 557-605.
    41.Johannessen, J. A. and Dolva, J. O. (1994), Competence and Innovation: Identifying Critical Innovation Factors. Entrepreneurship, Innovation and Change, 3(3), 209-222.
    42.Jaworski, B. J. and Kohli, A. K.(1993), Market Orientation: Antecedents and Consequences. Journal of Marketing, 57(3), 53-70.
    43.Kanter, R. M.(1988), When a Thousand Flowers Bloom: Social, Structural and Collective Conditions for Innovation in Organizations. Research in Origanizational Behavior, 10, 169-211.
    44.Kelm, K. M. and Narayanan, V. K., and Pinches, G. E.(1995), Shareholder Value Creation During R&D Innovation and Commercialization Stages. Academy of Management Journal , 38, 770-786.
    45.Kimberly, J. R. and Evanisko, M. J.(1981), Organizational Innovation: The Influence of Individual, Organizational and Contextual Factors on Hosptial Adoption of Technological and Administrative Innovations. Academy of Management Journal, 24(4), 689-713.
    46.Kochhar, R. and David, P. (1996), Institutional Investors and Firm Innovation: A Test of Competing Hypotheses. Strategic Management Journal, 17, 73-84
    47.Kohli, A. K. and Jaworski, B. J.(1990), Market Orientation: The Construct, Research Propositions,and Managerial Implications. Journal of Marketing, 54(2), 1-18.
    48.Li, T. and Calantone, R. J.(1998), The Impact of Market Knowledge Competence on New Product Advantage. Journal of Marketing, 62, 13-29.
    49.Lovelock, C. H. and Wirtz, J.(2004), Service marketing:People, technology,strategy. New Jersey: Pearson Prentice Hall
    50.Lumpkin, G. T. and Dess, G. G.(1996), Clarifying the entrepreneurial orientation construct and linking it to performance, Academy of Management Review, 21(1), 135-172
    51.Marquish, D. G.(1982), The anatomy of successful innovation. Cambridge : Winthrop Publishers.
    52.McKee, D.(1992), An Organizational Learning Approach to Product Innovation. Journal of Product Innovation Management, 9(3), 232-245.
    53.Narver, J. C. and Slater, S. F.(1990), The Effect of a Market Orientation on Business Profitability. Journal of Marketing, 54(4), 24-35.
    54.Narver, J. C. and Slater, S. F.(1994), Does Competitive Environment Moderate the Market Orientation-Performance Relationship? Journal of Marketing, 58(1), 46-55.
    55.Narver, J. C. and Slater, S. F.(1994), Market Orientation, Customer Value, and Superior Performance. Business Horizons, 37(March-April), 22-28
    56.Narver, J. C. and Slater, S. F.(1995), Market Orientation and the Learning Organization. Journal of Marketing, 59(3), 63-74.
    57.Narver, J. C. and Slater, S. F.(1998),Consumer-Led and Market-Oriented: Let`s Not Confused the Two. Strategic Management Journal, 59(October), 1001-1006.
    58.Nunnally, J. C. (Ed.).(1978), Psychometric Theory. New York: McGraw-Hill.
    59.Pelham, A. and Wilson, D. T.(1996), A Longitudinal Study of the Impact of Market Structure, Firm Structure, Strategy, and Market Orientation Culture on Dimensions of Small-Firm Performance. Journal of the Academy of Marketing Science, 24(1), 27-43.
    60.Peppers, D. and Rogers, M.(1996), The One to One Future: Building Relationships One Customer at a Time. New York: Doubleday Business.
    61.Prahalad, C. K. and Ramaswamy, V.(2000), Co-opting customer competence. Harvard Business Review, 76(1), 79-87.
    62.Ramani, G. and Kumar, V.(2008), Interaction Orientation and Firm Performance. Journal of Marketing, 72(1), 27-45.
    63.Robbins, S. P.(1996), Organizational Behavior:Concepts, Controversies, and Application. New Jersey:Prentice Hall.
    64.Ruekert, R. W.(1992), Developing A Market Orientation: An Organizational Strategic Perspective. International Journal of Research in Marketing, 9, 225-245.
    65.Russell, R. D.(1995). An Investigation of Some Organizational Correlates of Corporate Entrepreneurship: Toward a System Model of Organizational Innovation. Entrepreneurship, Innovation, and Change, 4(4), 295-314.
    66.Sbragia, R.(1984), Clarity of Management Roles and Performance of R&D Multidisciplinary Projects in Matrix Structures. R&D Management, 14(2), 113-126
    67.Scott, S. G. and Bruce, R. A.(1994), Determinants of Innovative Behavior: A Path Model of Individual Innovation in the Workplace. Acadamy of Management Journal, 37(3), 580-607
    68.Schumpeter, J. A.(1912), The Economy as a Whole, English translation of Das Gesamtbild der Volkwirtschaft. In: Schumpeter, J.A. (Ed.), Theorie der wirtschaftlichen Entwicklung, printed in Industry and Innovation. 9, 93-145
    69.Senge, P. M.(1990), The Fifth Discipline. New York: Doubleday.
    70.Sherman, D. J., Souder, W. E. and Jenssen, S. A. (2000), Differential effects of the primary forms of cross functional integration on product development cycle time. Journal of Product Innovation Management, 17, 257-267.
    71.Simon, H.A.(1953), Birth of an organization: The economic cooperation administration. Public Administration Review, 13, 227-236.
    72.Sinkula, J. M.(1994), Market Information Processing and Origanizational Learning. Journal of Marketing, 58(1), 35-45.
    73.Sinkula, J. M., Baker, W. E. and Noordewier, T. (1997), A Framework for Market-Based Organizational Learning : Linking Values, Knowledge, and Behavior. Journal of the Academy of Marketing Science, 25(4), 305-318.
    74.Southwood, K. E.(1978), Substantive Theory and Statistical Interactions: Five Models. American Journal of Sociology, 83(5), 1154-1203.
    75.Stata, R.(1989), Organizational Learning ─ The Key to Management Innovation. Sloan Management Review, Spring, 63-74.
    76.Szilagyi, A. D.(1984), Management and Performance. New Jersey: Scott Foresman and Co.
    77.Tsang, E. W. K.(1997), Organizational Learning and the Learning Organization:A Dichotomy between Descriptive and Prescriptive Research. Human Relations, 50(1), 73-89.
    78.Tushman, M. L. and Nadler, D. A.(1986), Organizing for Innovation. California Management Review, 28, 74-92
    79.Tushman, M. L. and Anderson, P(1986)Technological Discontinuties and Organizational Environments, Administrative Science Quarterly, 31, 439-465.
    80.Van Egeren, M. and O`Connor, S.(1998), Drivers of Market Orientation and Performance in Service Firms. Journal of Services Marketing, 12(1), 39-58.
    81.Venkatraman, N. and Ramanujam, V.(1986), Measuremnt of Business Performance in Strategy Research:A Comparison of approaches. Academy of Management Review, 11, 801-814.
    82.Wayland, R. E., and Cole P. M.(1997), Customer Connections: New Strategies for Growth, Harvard Business School Press.
    Description: 碩士
    國立政治大學
    企業管理研究所
    96355038
    97
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0096355038
    Data Type: thesis
    Appears in Collections:[Department of Business Administation] Theses

    Files in This Item:

    File SizeFormat
    index.html0KbHTML2315View/Open


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


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏,無償提供學術研究與公眾教育等公益性使用,惟仍請適度,合理使用本網站之內容,以尊重著作權人之權益。商業上之利用,則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作,已盡力防止侵害著作權人之權益,如仍發現本網站之數位內容有侵害著作權人權益情事者,請權利人通知本網站維護人員(nccur@nccu.edu.tw),維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback