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題名：主要客戶管理探究知識密集服務產業工作者之數位學習成效研究--以知識分享型態、神迷經驗、人才績效構面觀點分析
書刊名：電子商務學報
作者：晁瑞明 引用關係／徐暄淯／林妙冠／葉逸萱
作者(外文)：Chao, Ruey-ming／Hsu, Hsuan-yu／Lin, Miao-kuan／Yeh, Yi-huan
出版日期：2004
卷期：6:1
頁次：頁27-52
主題關鍵詞：知識密集服務產業；知識分享；神迷經驗；人才績效；主要客戶管理；Knowledge intensive business service；Knowledge sharing；Flow；Human research performance；Key account management
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(2) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:2
  • 共同引用共同引用:50
  • 點閱點閱:31
隨著知識經濟時代的來臨，經濟主體逐漸轉型為知識密集服務 (Knowledge Intensive Service, KIS) 的資訊範疇，就全球網絡佈局概念對本國近 期而言，未來台灣知識密集服務業的發展，主要目標乃是解決知識密集服務的「技術問題」，然長遠目的則是針對KIS的「人才問題」培植與造就作根本探究。 在20%主要客戶 (Key Account) 能創造出企業80%利潤的觀點下，曾否思 索：「企業80%的競爭優勢主要是來自於20%員工績效」之論點。有鑑於此，本研究以高科技群聚性產業 (High-Tech Industrial Cluster) 知識工作者為實證對 象，探討「知識分享意願」與「知識屬性」兩者間關係，進而歸納出四種「知識分享程度」型態矩陣，之後再進一步探究高科技群聚性產業知識工作者的知識分享程度高低與神迷經驗兩者問之關係，最後利用平衡計分卡之學習與成長構面來測量其人才績效，提供企業在知識密集服務產業的發展中，成功挖掘出20%之主要高績效員工，進而引領並提昇整體企業的競爭優勢。
With the coming of Knowledge Economic age, the development of the activities of Knowledge Intensive Business Service (KIBS) may be interpreted as one of the marking trends in the industrialized countries. In the future of the short-tern goal, the development of KIBS in Taiwan is to solve “Technical Problem”. On the other hand, the long-range objective is to resolve “Human Resource Problem”. The purpose of this research is discussing the knowledge workers of Hi- Tech Industrial Cluster with the Knowledge Sharing Types, the Flow, and the Human Research Performance. According to the aspect of “80% of profits are come from 20% of Key Accounts.”, we try to find out whether the 80% of competitive advantages are mainly come from the 20% of employees’ performance or not. Therefore, this research takes the knowledge workers of High- Tech Industrial Cluster as the experimental objects, discusses the relations between“knowledge sharing inclination” and “knowledge property”, and then induces four types of matrices of“knowledge sharing degree". Furthermore, this research discusses the relations between the high or low of knowledge workers’ knowledge sharing degree and their flow experience. Eventually, we survey knowledge workers’ performance by using the Learning and Growth Perspective of the 8alanced Scorecard. We hope to provide the enterprises some suggestions about the development of KIBS, succeed to find out the 20% of mainly high performance employees, and promote the competitive advantages of the whole enterprises.
期刊論文
1.馬維揚(20020700)。竹科IC產業群聚成功實例之探討。產業論壇，4(1)，256-271。new window  延伸查詢new window
2.Ojasalo, J.(2002)。Key account management in information-intensive services。Journal of Retailing and Consumer Services，9(5)，269-276。  new window
3.Hoffman, M. L.(1975)。Altruistic behavior and the parent-child relationship。Journal of Personality and Social Psychology，31(5)，937-943。  new window
4.Rogers, Edward W.(2001)。A Theoretical Look at Firm Performance in High-tech Organizations: What Does Existing Theory Tell Us?。Journal of High Technology Management Research，12(1)，39-61。  new window
5.Quinn, James Brian、Anderson, Philip、Finkelstein, Sydney(1996)。Managing Professional Intellect: Making the Most of the Best。Harvard Business Review，74(2)，71-80。  new window
6.黃貝玲(20010300)。從線上學習的發展看企業線上訓練。電子化企業經理人報告，19，12-23。  延伸查詢new window
7.Muller, Emmanuel、Zenker, Andrea(2001)。Business services as actors of knowledge transformation: the role of KIBS in regional and national innovation systems。Research Policy，30(9)，1501-1516。  new window
8.王誕生、林柏章(20010500)。促進組織知識分享之策略。管理雜誌，323，114-118。  延伸查詢new window
9.Ellis, Gary D.、Voelkl, Judith E.、Morris, Catherine(1994)。Measurement and analysis issues with explanation of variance in daily experience using the flow model。Journal of Leisure Research，26(4)，337-356。  new window
10.吳思華(2001)。知識經濟、知識資本與知識管理。台灣產業研究，4，78-90。  延伸查詢new window
11.Webster, Jane、Martocchio, Joseph J.(1992)。Microcomputer Playfulness: Development of a Measure with Workplace Implications。MIS Quarterly，16(2)，201-226。  new window
12.Senge, Peter M.(1997)。Sharing Knowledge。Executive Excellence，14(11)，17-18。  new window
13.Hedlund, Gunnar(1994)。A model of Knowledge Management and the N-Form Corporation。Strategic Management Journal，15(Special Issue)，73-90。  new window
14.Tampoe, M.(1993)。Motivating Knowledge Workers--The Challenge for the 1990s。Long Range Planning，26(3)，49-55。  new window
15.Koufaris, Marios(2002)。Applying the technology acceptance model and flow theory to online consumer behavior。Information Systems Research，13(2)，205-223。  new window
16.Bourdreau, A.、Couillard, G.(1999)。Systems Integration and Knowledge Management。Information Systems Management，16(4)，24-33。  new window
17.Trevino, Linda Klebe、Webster, Jane(1992)。Flow in Computer-Mediated Communication: Electronic Mail and Voice Mail Evaluation and Impacts。Communication Research，19(5)，539-573。  new window
18.Chen, Hsiang、Wigand, Rolf T.、Nilan, Michael S.(1999)。Optimal experience of Web activities。Computers in Human Behavior，15(5)，585-608。  new window
19.Ghani, Jawaid A.、Deshpande, Satish P.(1994)。Task Characteristics and the Experience of Optimal Flow in Human-computer Interaction。The Journal of Psychology，128(4)，381-391。  new window
20.Hoffman, Donna L.、Novak, Thomas P.(1996)。Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations。Journal of Marketing，60(3)，50-68。  new window
21.Jackson, Susan A.、Marsh, Herbert W.(1996)。Development and Validation of a Scale to Measure Optimal Experience: The Flow State Scale。Journal of Sport and Exercise Psychology，18(1)，17-35。  new window
22.Piccoli, G.、Ahmad, R.、Ives, B.(2001)。Web-based virtual learning environments: A research framework and a preliminary assessment of effectiveness in basic IT skills training。MIS Quarterly，25(4)，401-426。  new window
23.湯宗益、廖莉芬(2002)。遠距教學系統人機互動之研究：以Flow理論為基礎。資訊、科技與社會學報，2(2)。new window  延伸查詢new window
24.薛立敏、承立平、杜英儀、張維倫(2003)。臺灣知識密集服務產業發展策略。國家政策季刊，2(2)，123-142。  延伸查詢new window
25.Chen, H.、Wigand, R. T.、Michael, N.(2000)。Exploring Web Users' Optimal Flow Experience。Information Technology & People，4(13)，263-282。  new window
26.Diller, H.(1992)。Euro key account management。Marketing: Zeitschrift für Forschung und Praxis，4(14)，239-245。  new window
27.McDonald, M.、Millman, T.、Rogers, B.(1997)。Key account management: theory, practice and challenges。Journal of Marketing Management，13，737-757。  new window
28.Sheth, Jagdish N.、Sisodia, Rajendra S.、Sharma, Arun(2000)。The Antecedents and Consequences of Customer-centric Marketing。Journal of the Academy of Marketing Science，1(28)，55-66。  new window
會議論文
1.Millman, A. F.、Wilson, K. J.(1994)。From Key Account Selling to Key Account Management。Tenth Annual Conference on Industrial Marketing and Purchasing。University of Groningen。  new window
2.王健全(2001)。知識服務業全球競爭之發展願景與策略。沒有紀錄。  延伸查詢new window
3.吳秉恩(1999)。以競爭力為基礎的人力資源策略。沒有紀錄。  延伸查詢new window
4.黃立文(1998)。網路使用者的快感與神迷－遊戲理論與網路瀏覽行為之初探。高雄。  延伸查詢new window
研究報告
1.Rob, B.(1998)。Services in Innovation: Knowledge Intensive Business Services (KIBS) as Co-Producer of Innovation。沒有紀錄。  new window
2.Vivien, L.、Eike, W.(1998)。The Demand of banks for knowledge-intensive services in the Rhine-Main Region。沒有紀錄。  new window
學位論文
1.黃銘廷(2002)。公務人員知識分享意願、組織信任與組織文化之關係研究(碩士論文)。國立臺灣科技大學。  延伸查詢new window
2.王靜惠(1998)。網路瀏覽涉入與流暢經驗之相關探討(碩士論文)。國立中正大學，嘉義縣。  延伸查詢new window
3.夏侯欣鵬(2000)。信任與權力對組織內知識分享意願影響之研究--以銀行放款部門主管為例(博士論文)。國立政治大學。new window  延伸查詢new window
4.張德儀(1998)。WWW使用者之瀏覽行為與心理探究(碩士論文)。國立中正大學。  延伸查詢new window
5.吳有順(2000)。網路社群知識分享過程之研究--以企業管理教學網站為例(碩士論文)。國立政治大學，台北。  延伸查詢new window
6.王文彥(2002)。知識分享内外在動機與知識分享行為之研究--以A 公司為例(碩士論文)。國立中央大學。  延伸查詢new window
7.黃瓊慧(2000)。從沈浸(flow)理論探討台灣大專學生之網路使用行為(碩士論文)。國立交通大學。  延伸查詢new window
8.Gruber, Hans-Georg(2000)。Does Organisational Culture Affect the Sharing of Knowledge? The Case of Department in a High-Technology Company，Ottawa, Canada。  new window
9.蘇柏洲(2001)。企業員工知識分享意願因素之研究，沒有紀錄。  延伸查詢new window
10.劉林財(2003)。QS-9000關鍵成功因素對高科技產業組織績效影響之實證研究－以半導體及其相關電子產業為例，沒有紀錄。  延伸查詢new window
圖書
1.林幸華、連麗真(2002)。導入線上學習的第e步。臺北：漢智電子商務出版社公司。  延伸查詢new window
2.Csikszentmihalyi, Mihaly、張定綺(1993)。快樂，從心開始。臺北：天下文化。  延伸查詢new window
3.Csikszentmihalyi, Mihaly、Csikszentmihalyi, Isabella Selega(1988)。Optimal Experience: Psychological Studies of Flow in Consciousness。Cambridge University Press。  new window
4.Polanyi, Michael(1967)。The Tacit Dimension。New York：M. E. Sharp Inc.。  new window
5.Probst, G.、Romhardt, K.、Raub, S.(2003)。Managing knowledge: Building blocks for success。J. Wiley。  new window
6.Drucker, P. F.(1993)。Post-Capitalist Society。Butterworth Heinemann。  new window
7.愛德蒙‧格雷、賴利‧史麥爾澤、劉明德、鄭伯壎(199312)。管理學：競爭優勢。臺北：桂冠圖書公司。  延伸查詢new window
8.Badaracco, J. L. Jr.(1991)。The Knowledge Link: How Firms Compete Through Strategic Alliances。Boston, MA：Harvard Business School Press。  new window
9.洪明州(1999)。網路教學。臺北：華彩軟體。  延伸查詢new window
10.Anastasi, Anne(1988)。Psychological testing。Macmillan。  new window
11.Nonaka, Ikujiro、Takeuchi, Hirotaka(1995)。The knowledge-creating company: How Japanese companies create the dynamics of innovation。Oxford University Press。  new window
12.Herzberg, Frederick、Mausner, Bernard、Snyderman, Barbara Bloch(1959)。The Motivation to Work。John Wiley & Sons, Inc.。  new window
13.Csikszentmihalyi, Mihaly(1975)。Beyond Boredom and Anxiety: The Experience of Play in Work and Games。Jossey-Bass。  new window
14.Kaplan, Robert S.、Norton, David P.(1996)。The Balanced Scorecard: Translating Strategy into Action。Boston：Harvard Business School Press。  new window
15.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
16.Miles(1995)。Knowledge-Intensive Business Services: User, Carriers and Sources of Innovation。Knowledge-Intensive Business Services: User, Carriers and Sources of Innovation。沒有紀錄。  new window
17.O'Connell, B.(2002)。The Career Survival Guide: Making Your Next Career Move。The Career Survival Guide: Making Your Next Career Move。沒有紀錄。  new window
18.Organization for Economic Cooperation and Development(1996)。Science, technology and industry scoreboard: benchmarking knowledge-based economies。Science, technology and industry scoreboard: benchmarking knowledge-based economies。Paris, France。  new window
其他
1.Kaplan-Leiserson, E.(2002)。E-Learning Glossary，http://www.learningcircuits.org/glossary.html。  new window
2.Csikszentmihalyi, Mihaly(1992)。Flow: The Psychology of Optimal Experience. New York, NY:。  new window
3.中華民國臺灣地區國民所得，臺北市。  延伸查詢new window
4.陳永隆(2000)。由80/20法則突破知識分享的心防，沒有紀錄。  延伸查詢new window
5.陳永隆(2002)。知識管理的e策略，沒有紀錄。  延伸查詢new window
6.經濟部工業局(2002)。經濟部工業局推動新興產業之發展政策與方向新聞稿，沒有紀錄。  延伸查詢new window
7.Novak, T. P.，Hoffman, D. L.，Yung, Y. F.(1998)。Measuring the Flow Construct in Online Environments: A Structural Modeling Approach，沒有紀錄。  new window
圖書論文
1.Massimini, Fausto、Carli, Massimo(1988)。The systematic assessment of flow in daily experience。Optimal experience: psychological studies of flow in consciousness。Cambridge University Press。  new window
 
 
 
 
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