參考文獻
Accenture. (2004). eGovernment leadership: High performance, maximum value.
Agarwal, R. & Lucas, H. C. (2005). The information systems identity crisis: focusing on high-visibility and high-impact research. MIS Quarterly, 29(3), 381-398
Amit, R., & Schoemaker, P. J. H. (1993). Strategic assets and organizational rent. Strategic Management Journal, 14(1), 33-46.![new window](/gs32/images/newin.png)
Anonymous. (2004). 85% e-gov plans have failed. Retrieved 14 February, 2009, from http://www.rediff.com/money/2004/nov/05egov.htm
Avlonitis, G.J., Papastathopoulou, P.G., & Gounaris, S.P. (2005). An empirically-based typology of product innovativeness for new financial services: Success and failure scenarios. Journal of Product Innovation Management, 18(5), 324-342.
Beynon-Davies, P. (2005). Constructing electronic government: the case of the UK Inland Revenue. International Journal of Information Management, 25(1), 3-20.
Bharadwaj, A. (2000). A resource-based perspective on information technology capability and firm performance: an empirical investigation. MIS Quarterly, 24(1), 169-196.![new window](/gs32/images/newin.png)
Bloomfield, B. P., & Hayes, N. (2009). Power and organizational transformation through technology: hybrids of electronic government. Organization Studies, 30(5), 461-487.
Chan, C. M. L., Hackney, R., Pan, S. L., & Chou, T. C. (2011). Managing e-Government system implementation: a resource enactment perspective. European Journal of Information Systems, 20(5), 529-541.
Chatfield, A. T. (2009). Public service reform through e-government: a case study of ''e-Tax'' in Japan. Electronic Journal of e-Government, 7(2), 135-146.
Chen, A. J., Pan, S. L., Zhang, J. L., Huang, W. W., & Zhu, S. (2009). Managing e-government implementation in China: A process perspective. Information & Management, 46(4), 203-212.
Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM): people, process and technology. Business Process Management Journal, 9(5), 672-688.
Chen, J., Wang, D., & Pan, S. L. (2011). Understanding organizational agility development for government - a process model of resource configuration. Paper presented at the Pacific Asia Conference on Information Systems (PACIS).
CTPR. (2009). UK Public Sector IT. London: Centre for Technology Policy Research.
D''Alvano, L., & Hidalog, A. (2011). An extended approach for service innovation study: an empirical research. Paper presented at the 5th International Conference on Industrial Engineering and Industrial Management.
den Hertog, P., & Bilderbeek, R. (1999). Conceptualising service innovation and service innovation patterns (Research Programme on Innovation in Services (SIID) for the Ministry of Economic Affairs). Utrecht, The Netherlands: Dialogic.
den Hertog, P., van der Aa, W., & de Jong, M. W. (2010). Capabilities for managing service innovation: towards a conceptual framework. Journal of Service Management, 21(4), 490-514.
Detlor, B., Hupfer, M. E., & Ruhi, U. (2010). Internal factors affecting the adoption and use of government websites. Electronic Government, 7(2), 120-136.
Dimitrova, D., & Chen, Y. C. (2006). Profiling the adopters of e-government information and services: the influence of psychological characteristics, civic mindedness, and information channels. Social Science Computer Review, 24(2), 172-188.
Edvardsson, B., & Olsson, J. (1996). Key concepts for new service development. The Service Industries Journal, 16(2), 140-164.
Eisenhardt, K. M. (1989). Building theories from case study research. The Academy of Management Review, 14(4), 532-550.
Ennen, E., & Richter, A. (2010). The whole is more than the sum of its parts - or is it? A review of the empirical literature on complementarities in organizations. Journal of Management, 36(1), 207-233.![new window](/gs32/images/newin.png)
Essén, A., & Conrick, M. (2008). New e-service development in the homecare sector: Beyond implementing a radical technology. .International Journal of Medical Informatics, 77(10), 679-688.
Fichman, R. G., & Nambisan, S. (2010). Deriving business value from IT applications in product development: a complementarities-based model. In S. Nambisan (Ed.), Information Technology and Product Development, Annals of Information Systems (Vol. 5).
Fountain, J. F. (2001). Building the Virtual State: Information Technology and Institutional Change. Washington, DC: Brookings Institution Press.
Froehle, C. M., & Roth, A. V. (2007). A resource-process framework of new service development. Production and Operations Management, 16(2), 169-188.
Garicano, L. (2010). Policemen, managers, lawyers: New results on complementarities between organization and information and communication technology. International Journal of Industrial Organization, 28(4), 355-358.
Gilbert, D., Balestrini, P., & Littleboy, D. (2004). Barriers and benefits in the adoption of e-government. The International Journal of Public Sector Management, 17(4), 286-301.
Gold, A. H., Malhotra, A., & Segars, A. H. (2001). Knowledge Management: An Organizational Capabilities Perspective. Journal of Management Information Systems, 18(1), 185-214.![new window](/gs32/images/newin.png)
Gouscos, D., Kalikakis, M., Legal, M., & Papadopoulou, S. (2007). A general model of performance and quality for one-stop e-Government service offerings. Government Information Quarterly, 24(4), 860-885.
Heeks, R. (2006). Implementing and Managing e-Government: an International Text. London: Sage Publication.
Heeks, R., & Bailur, S. (2007). Analyzing e-government research: perspectives, philosophies, theories, methods, and practice. Government Information Quarterly, 24(2), 243-265.
Helbig, N., Gil-García, J. R., & Ferro, E. (2009). Understanding the complexity of electronic government: Implications from the digital divide literature Government Information Quarterly, 26(1), 89-97.![new window](/gs32/images/newin.png)
Ho, A. T. K. (2002). Reinventing local governments and the e-government initiatives Public Administration Review, 62(4), 434-444.
Introna, L., Hayes, N., & Petrakaki, D. (2010). The working out of modernization in the public sector: the case of an e-government initiative in Greece. International Journal of Public Administration, 33(1), 11-25.![new window](/gs32/images/newin.png)
Irani, Z., Elliman, T., & Jackson, P. (2007). Opinion piece: electronic transformation of government in the U.K.: a research agenda. European Journal of Information Systems, 16(4), 327-335.
Javidan, M. (1998). Core competence: what does it mean in practice? Long Range Planning, 31(1), 60-71.![new window](/gs32/images/newin.png)
Johnson, S. P., Menor, L. J., Roth, A. V., & Chase, R. B. (2000). A critical evaluation of the new service development process. In J. Fitzsimmons & M. Fitzsimmons (Eds.), New Service Development. Thousand Oaks, CA: Sage.
Kannabiran, G., Xavier, M. J., & Anantharaaj, A. (2004). Enabling e-governance through citizen relationship management - concept, model and applications. Journal of Services Research, 4(2), 223-240.
Karimi, J., Somers, T. M., & Bhattacherjee, A. (2007). The role of information systems resources in ERP capability building and business process outcomes. Journal of Management Information Systems, 24(2), 221-260.
Karniouchina, E., Victorino, L., & Verma, R. (2005). Product and service innovation: ideas for future cross-disciplinary research. Journal of Product Innovation Management, 23(3), 274-280.
Kifle, H., & Cheng, P. L. K. (2009). e-Government implementation and leadership - the Brunei case study. Electronic Journal of e-Government, 7(3), 217-282.
Kim, H. J., Pan, G., & Pan, S. L. (2007). Managing IT-enabled transformation in the public sector: A case study on e-government in South Korea. Government Information Quarterly, 24(2), 338-352.
King, S. F. (2007). Citizens as customers: exploring the future of CRM in UK local government. Government Information Quarterly, 24(1), 47-63.![new window](/gs32/images/newin.png)
Klievink, B., & Janssen, M. (2009). Realizing joined-up government—Dynamic capabilities and stage models for transformation. Government Information Quarterly, 26(2), 275-284.
Kunstelj, M., Jukie, T., & Vintar, M. (2007). Analysing the demand side of e-government: what can we learn from Slovenian users? Lecture Notes in Computer Science, 4656, 305-317.
Lacity, M., & Janson, M. A. (1994). Understanding qualitative data: A framework of text analysis methods. Journal of Management Information Systems, 11(2), 137-155.
Laudon, K. C., & Laudon, J. P. (2012). Management Information Systems: Managing the Digital Firm (12th ed.). New Jersey: Pearson Education International.
Lenk, K., & Schuppan, T. (2010). An unsuccessful effort to implement one stop government in Germany. Paper presented at the Annual Conference of European Group for Public Admnistration (EGPA), Toulouse.
Leonard-Barton, D. (1992). Core capabilities and core rigidities: a paradox in managing new product development. Strategic Management Journal, 13(S1), 111-125.
Lim, J. H., & Tang, S. Y. (2008). Urban e-government initiatives and environment decision performance in Korea. Journal of Public Administration Research & Theory, 18(1), 109-138.![new window](/gs32/images/newin.png)
Liu, S., & Hwang, J. D. (2003). Challenges to transform IT in the US government. IT Professional, 5(3), 10-15.
Lovelock, C., & Gummesson, E. (2004). Whither services marketing? in search of a new paradigm and fresh perspectives. Journal of Service Research, 7(1), 20-41.
Malone, T. W., & Crowston, K. (1994). The interdisciplinary study of coordination. ACM Computing Surveys, 26(1), 87-119.![new window](/gs32/images/newin.png)
Melitski, J. (2003). Capacity and e-government performance. Public Performance and Management Review, 26(4), 376-390.
Melville, N., Kraemer, K., & Gurbaxani, V. (2004). Review: Information technology and organizational performance: An integrative model of IT business value. MIS Quarterly, 28(2), 283-382.
Mitchell, L. A. (1986). Government as service industry: A Grenadian case example. The Service Industries Journal, 6(1), 61-73.![new window](/gs32/images/newin.png)
Montealegre, R. (2002). A process model of capability development: lessons from the electronic commerce strategy at Bolsa de Valores de Guayaquil. Organization Science, 13(5), 514-531.
Morgan, R. E., Katsikeas, C. S., & Appiah-Adu, K. (1998). Market Orientation and Organizational Learning Capabilities. Journal of Marketing Management 14(4), 353-381.
Nevo, S., & Wade, M. R. (2010). The formation and value of IT-enabled resources: antecedents and consequences of synergistic relationship. MIS Quarterly, 34(1), 163-183.![new window](/gs32/images/newin.png)
Ong, C. S., & Wang, S. W. (2009). Managing citizen-initiated email contacts. Government Information Quarterly, 26(3), 498-504.
Ong, C. S., & Wang, S. W. (2011). e-Service and organizational change: a process model. Journal of Electronic Commerce in Organizations, 9(3), 39-51.
Pentland, B. T. (1999). Building process theory with narrative: from description to explanation. Academy of Management Review, 24(4), 711-724.
Piccoli, G., & Ives, B. (2005). Review: IT-dependent strategic initiatives and sustained competitive advantage: A review and synthesis of the literature. MIS Quarterly, 29(4), 747-776.
Potter, K., Smith, M., Guevara, J. K., Hall, L., & Stegman, E. (2011). IT Metrics: IT Spending and Staffing Report, 2011: Gartner.
Reddick, C. G. (2009). The adoption of centralized customer service systems: A survey of local governments. Government Information Quarterly, 26(1), 219-226.![new window](/gs32/images/newin.png)
Rowley, J. (2010). e-Government stakeholders: who are they and what do they want? International Journal of Information Management in press.
Salunke, S., Weerawardena, J., & McColl-Kennedy, J. R. (2011). Towards a model of dynamic capabilities in innovation-based competitive strategy: Insights from project-oriented service firms. Industrial Marketing Management, 40(8), 1251-1263.
Schellong, A. (2005). CRM in the public sector: towards a conceptual research framework. Paper presented at the 2005 national conference on Digital government research.
Schellong, A., & Langenberg, T. (2007). Managing citizen relationships in disasters: Hurricane Wilma, 311 and Miami-Dade County. Paper presented at the 40th Annual Hawaii International Conference on System Sciences.
Song, L.Z., Song, M., & CA Di Benedetto, C.A. (2009). A staged innovation model. Decision Sciences, 40(3), 571-599.
Subramaniam, M., & Youndt, M. A. (2005). The influence of intellectual capital on the types of innovative capabilities. Academy of Management Journal, 48(3), 450-463.
Tan, C. W., & Pan, S. L. (2003). Managing e-transformation in the public sector: an e-government study of the Inland Revenue Authority of Singapore (IRAS). European Journal of Information Systems, 12(4), 269-281.
Thomas, J. C., & Streib, G. (2005). e-Democracy, e-commerce, and e-research: examining the electronic ties between citizens and governments. Administration & Society, 37(3), 259-280.
Toivonen, M., & Tuominen, T. (2009). Emergence of innovations in services. The Service Industries Journal, 29(7), 887-902.
Van den Bosch, F. A. J., Volberda, H. W., & de Boer, M. (1999). Coevolution of firm absorptive capacity and knowledge environment: organizational forms and combinative capabilities. Organization Science, 10(5), 551-568.
Van Veenstra, A. F., Klievink, B., & Janssen, M. (2009). Barriers for transformation: impediments for transforming the public sector through e-government. Paper presented at the European Conference on Information Systems (ECIS).
van Veenstra, A. F., & Zuurmond, A. (2009). Opening the black box: exploring the effect of transformation on online service delivery in local governments. Lecture Notes in Computer Science, 5693, 234-244.
Wade, M., & Hulland, J. (2004). Review: The resource-based view and information systems reserach: review, extension, and suggestions for future research. MIS Quarterly, 28(1), 107-142.
Wang, C. L. & Ahmed, P. K. (2007). Dynamic capabilities: a review and research agenda. International Journal of Management Reviews, 9(1), 31-51.![new window](/gs32/images/newin.png)
Weerakkody, V., Dhillon, G., Dwivedi, Y., & Currie, W. (2008). Realising transformational stage e-government: challenges, issues and complexities. Paper presented at the 14th Americas Conference on Information Systems, Toronto.
World Bank. (2011). World Development Indicators 2011. Washington DC.
Yildiz, M. (2007). E-government research: reviewing the literature, limitations, and ways forward. Government Information Quarterly, 24(3), 646-665.
Yin, R. K. (2003). Case Study Research: Design and Methods (3rd ed.). Thousand Oaks, California: Sage Publication, Inc.
Zammuto, R. F., Griffith, T. L., Majchrzak, A., Dougherty, D. J., & Faraj., S. (2007). Information Technology and the Changing Fabric of Organization. Organization Science, 18(5), 749-762.
Zhu, K. (2004). The Complementarity of Information Technology Infrastructure and E-Commerce Capability: A Resource-Based Assessment of Their Business Value. Journal of Management Information Systems, 27(1), 167-202.
Zomerdijk, L.G. & Voss, C.A. (2011). NSD process and practices in experiential services. Journal of Product Innovation Management, 28(1), 63-80.![new window](/gs32/images/newin.png)