社群媒體在服務型社會企業之應用__臺灣人文及社會科學引文索引資料庫

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題名：	社群媒體在服務型社會企業之應用
書刊名：	輔仁管理評論
作者：	鄭雅云／江長唐／楊銘賢／吳濟聰
作者(外文)：	Cheng, Ya-yun／Chiang, Chang-tang／Yang, Ming-hsien／Wu, Ben Ji-tsung
出版日期：	2015
卷期：	22:1
頁次：	頁95-119
主題關鍵詞：	社會企業；服務程序；協同創造；社群媒體；Social enterprise；Service operation；Co-creation；Social media
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:1 共同引用:0 點閱:16

社會企業同時肩負社會使命與經濟使命，在組織發展過程中，比傳統企業容易遭遇困難。本研究認為運用社群媒體，可幫助新創社會企業在市場上快速建立識別，強化其顧客之關係與商業價值。對於服務型社會企業應用社群媒體，更可讓其顧客參與服務程序，提升服務效能與顧客滿意。本研究經由文獻探討，以顧客協同創造價值理論為基礎，提出一個社會企業應用社群媒體的一般模型，說明善用社群媒體可幫助社會企業建立市場認同，強化顧客關係，以及推動與顧客間的協同作業。接著，本研究又整合服務程序理論，建立一個服務型社會企業如何應用社群媒體與其顧客在服務程序中，共創價值的三階段模型。經由個案研究結果顯示，服務型社會企業運用社群媒體與顧客互動，可以增進其對顧客之賦權，以有效與顧客共同創造價值，獲降低成本、加快企業成長速度的效益。研究結果可作為服務型社會企業應用社群媒體實現與顧客共創價值的參考，亦可作為後續進行相關研究的基礎。

以文找文

Because of integrating social missions and economic missions, social enterprise is subject to encountering obstacles during business development. This study proposes that, by levering social media, a service oriented social enterprise can empower his customers to develop service operation, and promote customer satisfaction so as to achieve service effectiveness. Underlying value co-creation perspective, this study suggests a general model that illustrates how a social enterprise employs social media to quickly build identity, enhance customer relationship, and co-create values with its customers. Then, based on service operation process theory, this study proposes a three phases value co-creation model for service-oriented social enterprise to involve customers in different phases of operation process (i.e. service development, service delivery, and customer service) by means of social media. The case study results indicate that service-oriented social enterprise can apply the social media to interact with customers so as to increase their empowerment in effective value co-creation and obtain the benefits of cost saving and fast growing. These findings can serve as a guide for managers of service-orientated social enterprise to realize value co-creation by utilizing social media and provide a foundation for further studies.

以文找文

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圖書論文
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