English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 109952/140887 (78%)
Visitors : 46299848      Online Users : 1729
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 140.119/60199
    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/60199


    Title: 於數位實體服務之期望式服務體驗設計與作業管理方法
    Expectation-based experience and operation design and management for cyber-physical service
    Authors: 解燕豪
    Hsieh, Yen Hao
    Contributors: 苑守慈
    Yuan, Soe Tsyr
    解燕豪
    Hsieh, Yen Hao
    Keywords: Service experience design
    Customer expectation management
    Service operation
    Cyber-physical service
    Expectation measurement
    Exquisite technology
    Technology spillover
    Service science
    Service experience design
    Customer expectation management
    Service operation
    Cyber-physical service
    Expectation measurement
    Exquisite technology
    Technology spillover
    Service science
    Date: 2009
    Issue Date: 2013-09-04 16:55:49 (UTC+8)
    Abstract: In the era of experience economy, how best to deliver memorable and exciting customer experiences has become a key issue for service providers. This research aims to build a systematical, quantitative and expectation-based mechanism to design and manage service experience and operation for cyber-physical services. Consequently, this study not only analyzes and synthesizes the critical factors by reviewing literatures (that is, customer expectation, service operation and customer emotion) within the background of service science but also establishes a conceptual theoretical framework for designing satisfactory service experiences. Furthermore, this study presents a concept of the Exquisite Technology and a service system (i.e. U2EX) with a customer expectation management engine (including five core methods, Hawk-Dove game, Coopetition, PSO, FCM and expectation measurement model) in the exhibition context to demonstrate the feasibility of implementing the notions of customer expectation management and service experience design. Besides, we integrate the expectation theory with the emotion theory to build a theoretical concept and employ a multimethod (including a single case study, interviews, simulations and questionnaire surveys) to test the relations and research propositions of the theoretical concept. The research results show positive evidences to support our developed theoretical concept.
    The customer expectation measurement model is one critical element of the proposed engine that can help service providers understand and quantify customer expectation in dynamic and real time environments for appropriate service experiences based on the systematical and theoretical groundings (i.e. Fechner’s law and operation risk). Hence, we use the simulations to verify the reliability of the customer expectation measurement model. Meanwhile, this research also conducts simulation experiments of Hawk-Dove game, PSO, FCM and Coopetition methods to have preliminary evidences for supporting the proposed mechanism. Thus, service providers provide customers with high-quality service experiences to achieve customer satisfaction and co-create values with customers through meticulous service experiences design approaches. The proposed mechanism of expectation-based service experience and operation design and management has been demonstrated in the exhibition service sector. We would like to apply the advantage and usage of the proposed mechanism to the other feasible domains and service sectors. Consequently, this study proposes a S-D based input-output analysis approach in order to find the potential fields that can also adopt the proposed mechanism by measuring the effects of technology spillovers.
    Reference: Anderson, E.W., and Mittal, V., (2000). Strengthening the satisfaction-profit chain, Journal of Service Research, 3(2),107-120.
    Armistead, C.G., (1990). Service operations strategy: framework for matching the service operations task and the service delivery system, International Journal of Service Industry Management, 1(2), 6-16.
    Babin, L.A., (1995). Effects of price framing on consumer behavior, in Marketing Foundations for a Changing World, Brian T. Engelland and Denise T. Smart, eds., Southern Marketing Association, Evansville, IN, 314-317.
    Bagozzi, R.P., Gopinath M., and Nyer, P.U., (1999). The role of emotions in marketing, Journal of the Academy of Marketing Science, 27 (2), 184-206.
    Basel Committee on Banking Supervision, (2001g). Operational risk. Basel Report, January, 1-30.
    Bettencourt, L.A., (1997). Customer voluntary performance: Customers as partners in service delivery, Journal of Retailing, 73(3), 383-407.
    Beroggi, G.E.G. and Wallace, W.A., (1994). Operational risk management: A new paradigm for risk analysis, IEEE Transactions on Systems, Man, and Cybernetics, 24(10), 1450-1457.
    Berman, B., (2005). How to delight your customers, California Management Review, 48(1), 129-151.
    Berry, L.L., Carbone, L.P., and Haeckel, S.H., (2002). Managing the total customer experience, Sloan Management Review, 43(3), 85-89.
    Bilda Z., Costello, B., Amitani, S., (2006). Collaborative analysis framework for evaluating interactive art experience, CoDesign, 2(4), 225-238.
    Bitner, M.J., (1990). Evaluating service encounters: the effects of physical surroundings and employee responses, Journal of Marketing, 54(April), 69-82.
    Bitner, M.J., (1992). Servicescapes: the impact of physical surroundings on customers and employees, Journal of Marketing, 56(2), 57-71.
    Bitner, M.J., Booms, B.H., and Mohr, L.A., (1994). Critical service encounters: the employee`s viewpoint, Journal of Marketing, 58(4), 95-106.
    Bitner, M.J., Brown, S.W., Boul, M., and Urban, S., (2006). Services science journey: foundations, progress, challenges, Proceedings of Education for the 21st Century. IBM Palisades Conference Center. New York, NY, October.
    Bitner, M.J., Brown, S.W., Meuter, M.L., (2000). Technology infusion in service encounters, Journal of the Academy of Marketing Science, 28(1), 138-149.
    Bitner, M.J., Hubbert, A.R., and Zeithaml, V.A., (1997). Customer contributions and roles in service delivery, International Journal of Service, 8(3), 193-205.
    Bolton, R.N., Lemon, K.N., and Bramlett, M.D., (2006). The effect of service experiences over time on a supplier`s retention of business customers, Management Science, 52(12), 1811 - 1823.
    Boulding, W., Kalra, A., Staelin, R., and Zeithaml, V.a., (1993). A dynamic process model of service quality: from expectations to behavioral intentions, Journal of Marketing Research, 30(1), 7-27.
    Calvert, P.J., (2001). International variations in measuring customer expectations, Library Trends, 49(4), 732-757.
    Carlsson, B., and Davidsson, P., (2002). Surplus values in information ecosystems, International Journal of Information Technology and Decision Making, 1(3), 559-571.
    Cella, G., (1984). The input-output measurement of interindustry linkages, Oxford Bullerin of Economics and Statistics, 46 (1), 73-84.
    Chase, R.B., (1978). Where does the customer fit in a service operation? Harvard Business Review, 56(6), 137-142.
    Chase, R.B., (1996). The mall is my factory: reflections of a service junkie, Production and Operations Management, 5(4), 298-308.
    Chase, R.B., and Dasu, S., (2001). Want to perfect your company’s service? Use behavioral science, Harvard Business Review, 79(6), 78-84.
    Chesbrough, H., and Spohrer, J., (2006). A research manifesto for services science, Communications of the ACM, 49(7), 35-40.
    Clow, K.E., and Beisel, J.L., (1995). Managing consumer expectations of low-margin, high-volume services, Journal of Services Marketing, 9(1), 33-46.
    Clow, K.E., Kurtz, D.L., Ozment, J., and Ong, B.S. (1997). The antecedents of consumer expectations of services: an empirical study across four industries, Journal of Service Marketing, 11(4), 230-48.
    Coiera, E., (2003). Interaction design theory, International Journal of Medical Informatics, 69, 205-222.
    Coye, R.W., (2004). Managing customer expectations in the service encounter, International Journal of Services Industry Management, 15(1), 54-71.
    Dietzenbacher, E., (2000). Spillovers of innovation effects, Journal of Policy Modeling, 22, 27-42.
    Dietzenbacher, E., and Los, B., (2002). Externalities of R&D expenditures, Economic Systems Research, 14(4), 407-425.
    Donovan, R.J., and Rossiter, J.R. (1982). Store atmosphere: an environmental psychology approach, Journal of Retailing, 58(1), 34-37.
    Edvardsson, B., Enqulst, B., and Johnston, R., (2005). Cocreating customer value through hyperreality in the prepurchase service experience, Journal of Service Research, 8(2), 149-161.
    Embrechts P., Furrer, H., and Kaufmann, R., (2003). Quantifying regulatory capital for operational risk. Derivatives Use, Trading & Regulation, 9(3), 217-223.
    Fitzsimmons, J.A. and Fitzsimmons, M.J., (2006) Service management: operations, strategy, and information technology. 5th edited. Boston: Mcgraw-Hill.
    Frei, F., (2006). Breaking the trade-off between efficiency and service, Harvard Business Review, 84, 92-101.
    Glushko, R.J., (2008). Designing a service science discipline with discipline, IBM Systems Journal, 47(1), 15-26.
    Grundman, S., Komarkova, L., and Rychtar, J., (2009). A Hawk-Dove game in finite kleptoparasitic populations, Journal of Interdisciplinary Mathematics, 12, 181-201.
    Haber, R.N., (1958). Discrepancy from adaptation level as a source of affect. Journal of Experimental Psychology, 56(4), 370-375.
    Haeckel, S., Carbone, L., and Berry, L. (2003). How to lead the customer experience, Marketing Management, 12 (1), 18-23.
    Hartline, M.D. and Ferrell, O.C. (1996). The management of customer-contact employees: an empirical investigation, Journal of Marketing, 60(October), 52-70.
    Hellstro¨m, D. and Nilsson, F. (2006), “Combining case study and simulation methods in supply chain management research”, Proceedings of 15th Annual IPSERA Conference.
    Heskett, J.L., Jones, T.O., Loveman, G.W., Jr., Sasser, W.E., and Schlesinger, L. A., (1994). Putting the service-profit chain to work, Harvard Business Review, 72(2), 164-174.
    Hevner, A., March, S., Park, J., and Ram, S., (2004). Design science in information systems research, MIS Quarterly, 28 (1), 75-105.
    Hochman, H.M., and Rodgers, J.D., (1969). Pareto Optimal Redistribution, The American Economic Review, 59(4), 542-557.
    Homer, J.B., (1993). A system dynamics model of national cocaine prevalence, System Dynamics Review, 9(1), 49-78.
    Hull, R., Reid, J., Kidd, A., (2002). Experience Design in Ubiquitous Computing, “HP Technical Reports, online at: http:// www.hpl.hp.com/techreports/2002/HPL-2002-115.html
    IBM Research, (2004). Services science: a new academic discipline? A 120-page report of a two-day summit entitled Architecture of On-Demand Business, May 17-18.
    Info Salon (http://www.infosalons.com.au)
    Jacob, J., and Szirmai, A., (2007). International knowledge spillovers to developing countries: the case of Indonesia, Review of Development Economics, 11(3), 550-565.
    Jin, Y., and Sendhoff, B., (2008). Pareto-based multi-objective machine learning: An overview and case studies, IEEE Transactions on Systems, Man, and Cybernetics, Part C: Applications and Reviews, 38(3), 397-415.
    Johnson, D., Bardhi, F., and Dunn, D., (2008). Understanding how technology paradoxes affect customer satisfaction with self-service technology: the role of performance ambiguity and trust in technology, Journal of Psychology & Marketing, 25(5), 416-443.
    Johnson, C., and Mathews, B.P., (1997). The influence of experience on service expectations, International Journal of Service Industry Management, 8, 290-305.
    Johnston, R., (1999). Service operations management: Return to roots, International Journal of Operations and Production Management, 19(2), 104-124.
    Johnston, R., and Clark, G., (2001). Service operations management, Prentice-Hall, Harlow.
    Karwan, K.R., and Markland, R.E., (2005). Integrating service design principles and information technology to improve delivery and productivity in public sector operations: the case of the South Carolina DMV, Journal of Operations Management, 24(4), 347-362.
    Kelley, S.W., and Davis M.A. (1994). Antecedents to customer expectations for service recovery. Journal of Academy of Marketing Science, 22(1), 52-61.
    Kimura, H., (1958). A remark on price analysis in leontief’s open input-output model, Annals of the Institute of Statistical Mathematics, 9(3), 201-213.
    Kokko, H., Lopez-Sepulcre, A., and Morrell, L.J., (2006). From hawks and doves to self-consistent games of territorial behavior, The American Naturalist, 167(6) 901-912.
    Kolter, P., (1973). Atmospherics as a marketing tool, Journal of Retailing, 49 (Winter), 48-64.
    Kurtz, D.L., and Clow, K.E., (1993). Managing consumer expectations of services, The Journal of Marketing Management, 2(2), 19-25.
    Kuusisto, Customer roles in business service production-implications for involving the customer in service innovation, Lappeenranta University of Technology, 2008, available at: http://akseli.tekes.fi/opencms/opencms/OhjelmaPortaali/ohjelmat/Serve/fi/Dokumenttiarkisto/Viestinta_ja_aktivointi/Julkaisut/Kuusisto_Paeaelllysaho_raportti.pdf.
    Lee, E.A., (2007). Computing foundations and practice for cyber-physical systems: a preliminary report, University of California at Berkeley, Technical Report No. UCB/EECS-2007-72, May.
    Lee, E., Lee, J., and Eastwood, D., (2003). A two-step estimation of consumer adoption of technology-based service innovations, Journal of Consumer Affairs, 37(2), 256-82.
    Leipziger messe (http://www.leipziger-messe.de/)
    Lemmink, J., and Mattsson, J., (2002). Employee behavior, feelings or warmth and customer perception in service encounters, International Journal of Retail & Distribution Management, 30(1), 18-33.
    Leung, W.K., and Kwong, K.K., (2009). A structured approach to describing service for creating a delightful experience, Computers and Industrial Engineering, 57(2), 563-570.
    Lewis, B. and Entwistle, T., (1990). Managing the service encounter: a focus on the employee, International Journal of Service Industry Management, 1(3), 41-52.
    Li, Y., (2005). Perceptions of temperature, moisture, and comfort in clothing during Environmental Transients, Ergonomics, 48(3), 234-248.
    Los, B., (2000). The empirical performance of a new interindustry technology spillover measure, in: P. Saviotti and B. Nooteboom (eds.), Technology and Knowledge: From the Firm to Innovation Systems, Cheltenham UK: Edward Elgar, 118-151.
    Los, B., and Verspagen, B., (2000). R&D spillovers and productivity: Evidence from U.S. manufacturing Microdata, Empirical Economics, 25, 127-148.
    Los, B., and Verspagen, B., (2002). An introduction to the analysis of systems of innovation: Scientific and technological interdependencies, Economic Systems Research, 14(4), 315-322.
    Lundkvist, A. and Yakhlef, A. (2004). Customer involvement in new service development: a conversational approach, Managing Service Quality, 14(2/3), 249-257.
    Lusch, R.F. and Vargo, S.L., (2008). The service-dominant mindset, In Bill Hefley and Wendy Murphy (eds) Service Science Management and Engineering: Education for the 21st Century, Springer, 89-96.
    Machleit, K.A. and Eroglu, S.A. (2000). Describing and measuring emotional response to shopping experience, Journal of Business Research, 49, 101-111.
    Maglio, P.P. and Spohrer, J., (2008). Fundamentals of service science, Journal of the Academy of Marketing Science, 36 (1), 18-20.
    Magnusson, P.R., Matthing, J., and Kristensson, P., (2003). Managing user involvement in service innovation: Experiments with innovating end users, Journal of Service Research, 6(2), 111-124.
    Marx, K., (1952). Theories of surplus value, New York: International Publishers.
    Mattila, A.S., and Enz, C.A., (2002). The role of emotions in service encounters, Journal of Service Research, 4(4), 268-277.
    McKone, E., Aitkin, A., and Edwards, M., (2005). Categorical and coordinate relations in faces, or Fechner`s law and face-space instead? Journal of Experimental Psychology: Human Perception and Performance, 31, 1181-1198.
    Mclellan, H., (2000). Experience design, Cyberpsychology and Behavior, 3(1), Mary Ann Liebert, Inc. 60-62.
    Mehrabian, A., and Russell, J.A., (1974). An approach to environmental psychology, Cambridge, Mass.: MIT Press.
    Meuter, M.L., Ostrom, A.L., Roundtree, R.I., and Bitner, M.J., (2000). Self-Service technologies: Understanding customer satisfaction with technology-based service encounters, Journal of Marketing, 64 (July), 50-64.
    Meyer, C., and Schwager, A., (2007). Understanding customer experience, Harvard Business Review, 85(2), 117-126.
    Mohnen, P., (1997). Introduction: Input-output analysis of interindustry R&D spillovers, Economic Systems Research, 9(1), 3-8.
    Morin, S., Dubé, L., and Chebat, J.C., (2007). The role of pleasant music in servicescapes: a test of the dual model of environmental perception, Journal of Retailing, 83(1), 115-130.
    Morris, B., and Johnston, R., (1988). Dealing with inherent variability: the difference between manufacturing and service. International Journal of Operations and Production Management, 7(4), 13-22.
    Nie, W., and Kellogg, D.L., (1999). How professors of operations management view service operations? Production and Operations Management, 8(3), 339-355.
    Ojasalo, J., (2001). Managing customer expectations in professional services, Managing Service Quality, 11(3), 200-212.
    Organization for Economic Cooperation and Development, (2005). Promoting Innovation in Services.
    Pandey, A., Gupta, R.K., and Arora, A.P., (2009). Spiritual climate of business organizations and its impact on customers` experience, Journal of Business Ethics, 88 (2), 313-332.
    Parasuraman, A., Berry, L.L. & Zeithaml, V.A. (1991a). Perceived service quality as a customer-based performance measure: an empirical examination of organizational barriers using an extended service quality model, Human Resource Management, Fall, 335-64.
    Parasuraman, A., Berry, L.L. & Zeithaml, V.A. (1991b). Understanding customer expectations of service, Sloan Management Review, 32(3), 39-48.
    Parasuraman, A., Zeithaml, V.A., and Berry, L.L., (1985). A conceptual model of service quality and its implications for future research, Journal of Marketing, Fall, 41-50.
    Peppers, D., Rogers, M., and Dorf, B., (1999). Is your company ready for One-To-One marketing? Harvard Business Review, January-February, 151-160.
    Pine, B.J., and Gilmore, J.H., (1998). Welcome to the experience economy, Harvard Business Review, 97–105.
    Pitt, L.F., and Jeantrout, B., (1994). Management of customer expectations in service firms: a study and a checklist, The Service Industries Journal, 14(2), 170-190.
    Pugh, S.D., (2001). Service with a smile: Emotional contagion in the service encounter, Academy of Management Journal, 44(5), 1018-1027.
    Pullman, M., and Gross, M., (2003). Welcome to your experience: Where you can check out anytime you’d like, but you can never leave, Journal of Business Management, 9(3), 215-232.
    Pullman, M.E., and Gross, M.A., (2004). Ability of experience design elements to elicit emotions and loyalty behaviors, Decision Science, 35(3), 531–576.
    Ray, G., Muhanna, W.A., and Barney, J.B., (2005). Information technology and the performance of the customer service process:a resource-based analysis, MIS Quarterly, 29(4), 625-652.
    Reimer, A., and Kuehn R., (2005). The impact of servicescape on quality perception, European Journal of Marketing, 39(7), 785-808.
    Richins, M.L., (1997). Measuring emotions in the consumption experience, Journal of Consumer Research, 24 (2), 127-146.
    Roseman, I.J. (1991). Appraisal determinants of discrete emotions, Cognition and Emotion, 5, 161-200.
    Roth, A.V., and Menor, L., (2003). Designing and managing service operations: Introduction to the special issue, Production and Operations Management, 12(2), 141-145.
    Rowley, J., (1999). Measuring total customer experience in museums, International Journal of Contemporary Hospitality Management, 11(6). 303-308.
    Rowley, J.E., (1996). Customer compatibility management: An alternative perspective on student-to-student support in higher education, International Journal of Educational Management, 10(4), 15-20.
    Roy, S., Das, T., and Chakraborty, D., (2002). A study on the Indian information sector: an experiment with input-output techniques, Economic Systems Research, 14(2), 107-129.
    Rueda-Cantuche, José M., Beutel, J., Neuwahl, F., Loeschel, A. and Mongelli, I. (2009). A symmetric input-output table for EU27 - latest progress, Economic Systems Research, 21(1), 59-79.
    Rust, R.T., Inman, J.I., Zahorik, J. and Jia, A., (1999). What you don’t know about customer-perceived quality: the role of customer expectation distributions, Marketing Science, 18(1), 77–92.
    Sawaragi, Y., Nakayama, H., and Tanino, T., (1985). Theory of multiobjective optimization. Academic Press, New York, NY.
    Schoefer, K., and Ennew, C., (2005). The impact of perceived justice on consumers’ emotional responses to service complaint experiences, Journal of Services Marketing, 19 (5), 261-70.
    Schwarz, N., (2000). Emotion, cognition, and decision-making, Cognition and Emotion, 14, 433 - 440.
    Service Science Research Center (SSRC), (2008). Marketing Reports of Exhibitions.
    Sheth, J.N., and Mittal, B., (1996). A framework for managing customer expectations, Journal of Market-Focused Management, 1(2), 137-158.
    Showcare (http://www.showcare.com/)
    Soloman, M.R, Surprenant, C, Czepiel, J.A, Gutman, E.G. (1985). A role theory perspective on dyadic interactions: the service encounter, Journal of Marketing, 49, 99-111.
    Spohrer, J., Kwan, S.K., (2009). Service science, management, engineering, and design (SSMED): Outline & references, An annotated list of references available online at: http://www.cob.sjsu.edu/ssme/refmenu.htm.
    Spohrer, J., Maglio, P.P., Bailey, J., Gruhl, D., (2007). Steps toward a science of service systems, IEEE Computer Society, 40, 71-77.
    Spohrer, J., Vargo, S.L., Caswell, N., and Maglio, P., (2008). The service system is the basic abstraction of service science, Proceedings of the 41st Hawaii International Conference on System Sciences, Waikoloa, Hawaii.
    Sulek, J.M., Lind, M.R., and Marucheck, A.S., (1995). The impact of customer service intervention and facility design on firm performance, Management Science, 41(11), 1763-1773.
    Sundbo, J., (1997). Management of innovation in services, The Service Industries Journal, 17(3), 432-55.
    Tam, L.M., (2007). Managing customer expectations in financial services: Opportunities and challenges, Journal of Financial Services Marketing, 11(4), 281-289.
    The International Congress and Convention Association (ICCA, http://www.iccaworld.com/)
    The World Tourism Organization (UNWTO, http://www.unwto.org/)
    Thurstone, L.L., (1929). Fechner`s law and the method of equal appearing intervals, Journal of Experimental Psychological, 12, 214-224.
    Turley, L.W., and Milliman, R.E., (2002). Atmospheric effect on shopping behavior: a review of the experimental evidence, Journal of Business Research, 49(2), 193-211.
    Turley, L.W., Milliman, R.E., (2000). Atmospheric effects on shopping behaviour: a review of the experimental evidence, Journal of Business Research, 49(2), 193-211.
    Union of International Associations (UIA, http://www.uia.be/)
    Vargo, S.L., and Lusch, R.F., (2004). Evolving to a new dominant logic for marketing, Journal of Marketing, 68 (January), 1-17.
    Vargo, S.L., and Lusch, R.F., (2008a). From goods to service(s): Divergences and convergences of logics, Industrial Marketing Management, 37(3), 254-259.
    Vargo, S.L., and Lusch, R.F., (2008b). Service-dominant logic: Continuing the evolution, Journal of the Academy of Marketing Science, 36 (1), 1-10.
    Voss, C.A., Roth, A.V. and Chase, R.B., (2008). Experience, service operations strategy, and services as destinations: foundations and exploratory investigation, Production and Operations Management, 17(3), 147-266.
    Walker, J., and Baker, J., (2000). An exploratory study of a multi-expectation framework for services, Journal of Service Marketing, 14(5), 411-431.
    Walker, R.H., Craig-Lees, M., Hecker, R. and Francis, H., (2002). Technology-enabled service delivery: an investigation of reasons affecting customer adoption and rejection, International Journal of Service Industry Management, 13(1), 91-106.
    Wikipedia, http://en.wikipedia.org/
    Zeithaml, V.A., Berry, L.L., and Parasuraman, A., (1993). The nature and determinants of customer expectations of service, Journal of the Academy of Marketing Science, 21(1), 1-12.
    Zeithaml, V.A., Berry, L.L. and Parasuraman, A., (1996). The behavioral consequences of service quality, Journal of Marketing, April, 31-46.
    Zhu, F.X., Wymer, W., and Chen, I., (2002). IT-based services and service quality in consumer banking, International Journal of Service Industry Management, 13(1), 69-90.
    Description: 博士
    國立政治大學
    資訊管理研究所
    95356507
    98
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0095356507
    Data Type: thesis
    Appears in Collections:[資訊管理學系] 學位論文

    Files in This Item:

    File SizeFormat
    650701.pdf2987KbAdobe PDF2447View/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