1.林東清 (2005).資訊管理:e化企業的核心競爭能力.臺北市:智勝文化。
2.彼得‧杜拉克 (1994),後資本主義社會 (Post Capitalist Society),傅振焜譯,時報出版。
3.吳安妮 (2002),剖析智慧資本,會計研究月刊,第204 期,pp 57-66。
4.吳安妮 (2003),智慧資本的類別與評價機制之探討,智慧資本的創造與管理研討會,pp 2-13。
5.吳思華 (2000),網際網路智慧資本衡量與發展措施研究計畫,資策會資訊市場情報中心。
6.陳貞岑 (2006),智慧資本與組織創新績效間關係之研究-以企業家精神導向、市場導向為調節變數,國立成功大學/國際企業研究所碩士論文。
7.張清福、王文英、李佳玲 (2007),資訊科技投資與企業績效之因果關係模型探討:以台灣資訊電子業為實證對象,會計評論, 第44 期, pp.1-26.8.劉文良 (2008),管理資訊系統—管理數位化公司 2.0,碁峰資訊股份有限公司。
9.楊朝旭 (2006),智慧資本、價值創造與企業績效關聯性之研究,中山管理評論,3 號,第十四卷第一期,pp 43-78。
10.顧琴軒、周鍼 (2004),「企業經營者人力資本價值評估指標─國企與外企不同視角的研究」,中國人力資源發展網。http://www.chinahrd.net/zhi_sk/jt_page.asp?articleid=37779
11.Aaker, D. A., and Jacobson, R. (1994). “The financial information content of perceived quality,” Journal of Marketing Research, 31(2). pp 191-201.
12.Agarwal, R., and Venkatesh, V. (2002) “Assessing a Firm''s Web Presence:A Heuristic Evaluation Procedure for the Measurement of Usability,” Information Systems Research, 13(2), pp 168-186.
13.Akkermans, H., and Oorschot, K. V. (2005). “Relevance Assumed:A Case Study of Balanced Scorecard Development Using System Dynamics,” Journal of the Operational Research Society, 56, pp 931-941
14.Akkermans, H., and Oorschot, K. V. (2002). “Developing a Balanced Scorecard with System Dynamics,” full paper on CD-ROM, Proceeding of 2002 International System Dynamics Conference, Palermo, Italy.
15.Alberto, C. (2000). “How does knowledge management influence innovation and competitiveness?” Journal of Knowledge Management, 4(2), pp. 87-98.
16.Allen, V. (2003). The Future of Knowledge Increasing Prosperity through Value Networks, Butterworth-Heinemann, Woburn, MA.
17.Al-Alawi, A. I., Al-Marzooqi, N. Y., and Mohammed, Y. F. (2007). “Organizational culture and knowledge sharing: critical success factors,” Journal of Knowledge Management, 11(2), pp. 22-42.
18.Amabile, T. M. (1998). “A model of creativity and innovation in organizations,” Research in Organizational Behavior, 10, pp. 123-167.
19.Anderson, E. W., Fornell, C., and Rust, R. T. (1997). “Customer satisfaction, productivity, and profitability: Differences between goods and services,” Marketing Science, 16(2), pp 129-145.
20.Anderson, E. W. (1998). “Customer satisfaction and word of mouth,” Journal of Service Research, 1, pp 5–17.
21.Anderson, E. W., Fornell, C., and Mazvancheryl, S. K. (2004). “Customer Satisfaction and Shareholder Value,” Journal of Marketing, 68, pp 172-185.
22.Andriessen, D. (2004). “IC Valuation and Measurement:Classifying the State of the Art,” Journal of Intellectual Capital, 5(2), pp 230-242.
23.Baldridge, J. V., Burnham, R. A. (1975). “Organizational Innovation: Individual, Organizational and Environmental Impacts,” Administrative Science Quarterly, 20, pp. 165-176.
24.Bartol, K. and Srivastava, A. (2002). “Encouraging knowledge sharing: the role of organizational reward systems,” Journal of Leadership and Organization Studies, 19(1), pp. 64-76.
25.Barua, A. C., Lee, H. S., and Whinston, A. B. (1996). “The calculus of reengineering,” Information Systems Research, 7, pp. 409-428.
26.Barua, A., Kriebel, C. and Mukhopadhyay, T., (1995). “Information Technology and Business Value: An Analytic and Empirical Investigation.” Information Systems Research, 6(1), pp.3-23.
27.Berg, I. (1969). Education and jobs:The great training robbery. New York:Praeger Publishers.
28.Bharadwaj, A., Bharadwaj, S. and Konsynski, B. R., (1999). “Information Technology Effects on Firm Performance as Measured by Torbin’s q,” Management Science, 45(6), pp.1008-1024.
29.Bock, G.W., Zmud, R.W. and Kim, Y.G. (2005). “Behavioral intention formation in knowledge sharing: examining the roles of extrinsic motivators, social-psychological forces, and organizational climate,” MIS Quarterly, 29(1), pp. 87-111.
30.Bontis, N. (1997). Intellectual capital questionnaire. Hamilton, Canada:Institute for Intellectual Capital Research Inc.
31.Bontis, N. (1998). “Intellectual capital:An exploratory study that develops measures and models,” Management Decision, 36(2), pp 63-76.
32.Bontis, N., C. C. Keow, and S. Richardson. (2000). “Intellectual capital and business performance in Malaysian industries,” Journal of Intellectual Capital, 1(1), pp 85-100.
33.Booth, R. (1998). “The Measurement of Intellectual Capital,” Management Accounting (British), 76(10), pp 26-29.
34.Boulding, W., and Christen, M. (2003). “Sustainable pioneering advantage? Profit implications of the market entry order,” Marketing Science, 22(3), pp 371−392.
35.Boulding, W., Kalra, R. S. and Zeithaml, V. A. (1993). “A dynamic process model of service quality:from expectations to behavioral intentions,” Journal of Marketing Research, 30, pp 7-27.
36.Bukh, P. N. (2003). “Commentary The relevance of intellectual capital disclosure: A paradox? Accounting,” Auditing & Accountability Journal, 16, pp. 49-56.
37.Brennan, N., and Connell, B. (2000). “Intellectual capital:current issues and policy implications,” Journal of Intellectual Capital, 1(3), 206-240.
38.Brooking, A., Board, P., and Jones, S. (1998). “The Predictive Potential of Intellectual Capital,” International Journal of Technology Management, 16(1/2/3), pp 115-125.
39.Brooking, A. (1996). Intellectual Capital:Core Assets for the Third Millennium Enterprise, Thomson Business Press, London, United Kingdom.
40.Bontis, N. (1996). “There is price on your head:Managing intellectual capital strategically,” Business Quarterly, summer,pp 41-47.
41.Brynjolfsson, E. (1993).“The Productivity Paradox of Information Technology,” Communications of the ACM, 36(12), pp.67-77.
42.Brynjolfsson, E., and Yang, S. (1999). “The intangible costs and benefits of computer investments: Evidence from the financial markets,” MIT Sloan School of Management.
43.Brynjolfsson, E., and Hitt, L. (1996). “Is infonnation systems spending productive? new evidence and new results,” Proceedings ofthe Fourteenth Intemational Conference on Information Systems, pp 47-64.
44.Brynjolfsson, E. (1993). “The Productivity Paradox of Information Technology,” Communications of the ACM, 36(12), pp. 67-77.
45.Brynjolfsson, E., and Hitt, L. (1996). “Paradox Lost? Firm-level Evidence on the Returns to Information Systems Spending,” Management Science, 42(4), pp. 541-558.
46.Buzzell, R. D. (2004). “The PIMS program of strategy research. A retrospective appraisal,” Journal of Business Research, 54, pp 478−483.
47.CRM Guru. (2003). What is CRM? Accessed September 22 2003 at http://www.crmguru.com/content/answers/whatiscrm.html.
48.Campbell, A. (2003, July). “Creating customer knowledge competence: Managing customer relationship management programs strategically,” Industrial Marketing Management, 32, pp. 375-383.
49.Carlucci, D., Marr, B., and Schiuma, G. (2004). “The knowledge value chain: how intellectual capital impacts on business performance,” Int. J. Technology Management, 27(6), pp. 575-590.
50.Carr, N. (2004). “Does IT Matter? Information Technology and the Corrosion of Competitive Advantage,” (Harvard Business School Press).
51.Carr, N. (2003). “IT Doesn''t Matter,”Harvard Business Review.
52.Carpenter, G. S., and Nakamoto, K. (1989). “Consumer preference formation and pioneering advantage,” Journal of Marketing Research, 26, pp 285−298.
53.Charles Wiseman,Strategic Information Systems,Irwin 1988.
54.Chen, P. Y. S., and Hitt, L. M. (2002). “Measuring Switching Costs and the Determinants of Customer Retention in Internet-Enabled Businesses:A Study of the Online Brokerage Industry,” Information Systems Research, 13(3), 255-274.
55.Chen, J., Zhu, Z., and Xie, H. Y. (2004). “Building customer capital through relationship marketing:The case of Taiwanese multilevel marketing companies,” 2004 International Conference on Intellectual Capital in Taiwan.
56.Chopra, S., and Meindl, P. (2003). “What will drive the enterprise software shakeout?” Supply Chain Management Review, pp 50-56.
57.Chow, F-S, Piekoszewski, W., and Jusko, W. J. (1997) “Effect of hematocrit and albumin concentration on hepatic clearance of tacrolimus (FK506) during rabbit liver perfusion,” Drug Metab Dispos, 5, pp. 610–616.
58.Christmann, P. (2000). “Effects of ‘Best Practices’ of Environmental Management on Cost Advantage,” Academy of Management Journal, 43(4), pp. 663-680.
59.Clegg, R. E. S., Storey, P. J., Walsh, J. R., and Neale, L. (1997), MNRAS, 284, 348.
60.Corso, M., and E. Paolucci. (2001). “Fostering innovation and knowledge transfer in product development through information technology,” International Journal of Technology Management, 22, pp. 126-148.
61.Coyle, R. (1996). Systems dynamics modelling:A practical approach. London:Chapman & Hall.
62.Daft, R. L., and Weick, K. E. (1984). “Toward a model of organizations as interpretation systems,” Academy of Management Review, 9, pp 284-95
63.Davidson, W. H., and Davis, S. M., (1992). “Management and organization principles for the information economy,” Human Resource Management, 29, pp 365-83.
64.Dacko, S.G., (2002). “Understanding market entry timing decisions:the practitioner-academic gap,” Marketing Intelligence & Planning, 20(2), pp 70-81.
65.Despres, C. and Chauvel, D. (1999). “Knowledge management(s),” Journal of Knowledge Management, 3(2), pp. 110-23.
66.Devaraj, S., Kohli, R. (2003). “Performance Impacts of Information Technology: Is Actual Usage the Missing Link?” Management Science, 49(3), pp. 273-289.
67.Dixon, N. M. (1992). “Organizational learning:A review of the literature with implications for HRD professionals,” Human Resource Development Quarterly, 3(1), pp 29-49.
68.Drucker, P. F. (1993) Post-Capitalist Society, Butterworth Heinemann, Oxford.
69.Duffy J. (2000). “Measuring customer capital,” Strategy & Leadership, 28(5), pp. 10.
70.Edvinsson, L., and Malone, M. S. (1997). Intellectual Capital – Realizing Your Company’s True Value by Finding its Hidden Roots. New York:Harper Business.
71.Edvinsson L., and Sullivan, P. (1996). “Developing a model for managing intellectual capital,” European Management Journal, 14, pp 356-364.
72.Edvinsson, L. (2002). Corporate Longitude:What You Need To Know To Navigate The Knowledge Economy, Financial Times Prentice Hall, Pearson Education, Inc., Upper
73.Ehigie, B. O. and McAndrew, E. B. (2005). “Innovation, diffusion and adoption of total quality management (TQM),” Management Decision, 43 (6).
74.Farrell, C. (1993). “A wellspring of innovation:Factories have changed relentlessly from 18th century mills to today’s worker-empowered auto plants,” Business Week, Oct 22(Special Enterprise Issue), pp 56-62.
75.Finkelstein, S., and Hambrick, D. (1996). Strategic leadership, St. Paul:West.
76.Folta, T., and O’Brien, J. (2004). “Entry in the presence of dueling options,” Strategic Management Journal, 25(2), pp 121–138.
77.Forrester, J. W. (1961). Industrial Dynamics. Waltham, MA:Pegasus Communications.
78.Forrester, J. W., (1968). “Market Growth as Influenced by Capital Investment,” Industrial Management Review, (currently Sloan Management Review), 19 (2), (Winter), pp. 83-105. Also reprinted in Roberts, 1978.
79.Forrester, J. W. (1961). Industry Dynamics, Cambridge:MIT press.
80.Frawley, T. and Fahy, J. (2005). “Revisiting the First-Mover Advantage Theory:A Resource-Based Perspective,” Irish Journal of Management, 26, pp 273-296.
81.Galbraith, J. R. (1973). Designing complex organizations. Reading, MA:Addison-Wesley.
82.Garvin, D. A. (1993). “Building a learning organization,” Harvard Business Review, 71(4):78-91.
83.Gebert, H., Geib, M., Kolbe, L. and Brenner, W. (2003). “Knowledge-enabled customer relationship management: integrating customer relationship management and knowledge management concepts,” Journal of Knowledge Management, 7(5), pp. 107-23.
84.Goh, A. L. S. (2005). “Harnessing knowledge for innovation: an integrated management framework,” Journal of Knowledge Management, 9(4), pp. 6-18.
85.Guthrie, J. P. (2001). High-involve work practices, turnover, and productitivity:Evidence from New Zealand. Academy of Management Journal, 44(4), pp 180-190.
86.Hall, R. (1993). “A framework linking intangibles resources and capabilities to sustainable competitive advantage,” Strategic Management Journal, 14, pp 607–618.
87.Heier, H. and Borgman, H. P. (2002). “Knowledge management systems spanning cultures: The case of deutsche bank’s hrbase,” European Conference on Information Systems, ECIS 2002, Gdansk, Poland, 2002.
88.Helfat, C. E., and Raubitsche, R. S., (2000). “Product Sequencing: Co-Evolution of Knowledge, Capabilities and Products,” Strategic Management Journal, 21, pp. 961-979.
89.Hermans, R., and Kauranen, I. (2005). “Value creation potential of intellectual capital in biotechnology– Empirical evidence from Finland,” R&D Management, 35, pp. 171-185.
90.Hitt, L., and Brynjolfsson, E. (1996). “The three faces of IT value:theory and evidence,” Proceedings of the Fifteenth Intemational Conference on Information Systems .
91.Hitt, M. A., Bierman, L., Shimizu, K., Dochhar, R. (2001). “Direct and moderating effects of human capital on strategy and performance in professional service firms:A resource-based perspective,” Academy of Management Journal, 44(1), pp 13-28.
92.Hitt, L. M., Wu, D. J., and Zhou, X. (2002). “Investment in enterprise resource planning:business impact and productivity measures,” Journal of Management Information Systems, 19(1), pp 71-98.
93.Hitt, L and Brynjolfsson, E. (1996). “Productivity, Profit and Consumer Welfare: Three Different Measures of Information Technology''s Value,” MIS Quarterly, (MISQ "Best Paper" Award for 1996).
94.Hoffecker, J., and Goldenberg, C. (1994). “Using the Balanced Scorecard to Develop Companywide Performance Measures,” Journal of Cost Management, 8(3), pp. 5-18.
95.Hofstede. G. (1980). Culture’s consequences: international differences in work-related values. Sage Publications, Beverly Hills, 1980.
96.Holden, N. J. (2002). Cross-cultural management: a knowledge management perspective, Financial Times/Pearson Education, Harlow, 2002.
97.Holmen, J. (2005). “Intellectual Capital Reporting,” Management Accounting Quarterly, 6(4), pp 1-9.
98.Huang, C. F., and Hsueh, S. L. (2007). “A Study on the Relationship hetween Intellectual Capital and Business Performance in The Engineering Consulting Industry:A Path Analysis,” Journal of Engineering and Management, 8(4), pp. 265–271.
99.Hussi, T. and Ahonen, G. (2002), “Managing intangible assets—a question of integration and delicate balance,” Journal of Intellectual Capital, 3(3), pp. 277-86.
100.Huselid, M. A. (1995). “The impact of human resource management practices on turnover, productivity and corporate financial performance,” Academy of Management Journal, 38, pp. 635-672.
101.Hussi, T., and Ahonen, G. (2002). “Managing intangible assets--A question of integration and delicate balance,” Journal of Intellectual Capital, 3(3), pp. 277-286.
102.Ittner, C. D., and Larcker, D. F. (1998). “Are nonfinancial measures leading indicators of financial performance? An analysis of customer satisfaction,” Journal of Accounting Research, 36, pp 1-35.
103.IT Director.com. (2003). CRM. Accessed June 24 2003 at http://www.it-director.com/ts-section.php?section = 15.
104.Ives, B., and Learmonth, G., (1984). “The Information System as a Competitive Weapon,” Communications of the ACM, 27(12).
105.Jackson, M. C. (2003). Systems Thinking:Creative Holism for Managers, John Wiley &Sons, Ltd, Chichester, UK
106.Jin, Z. (1999). “Organizational innovation and virtual institutes,” Journal of Knowledge Management, 3 (1).
107.Johnson, W. (1999). “An integrative taxonomy of intellectual capital:Measuring the stock and stock and flow of intellectual capital component in the firm,” International Journal of Technology Management, 18(5/6/7/8), pp 562-575.
108.Karimi, J., Somers, T. M., and Gupta, Y. P. (2001). “Impact of Information Technology Management Practices on Customer Service,” Journal of Management Information Systems, 17(4), pp 125-158.
109.Kaplan, R. S. and Norton, D. P. (1996a). “Using the balance scorecard as a strategic management system,” Harvard Business Review, 74(1), pp. 75-85.
110.Kaplan, R. S. and Norton, D. P. (1996b). “The Balanced Scorecard :Translating Strategy into Action.” Boston, Massachusetts. Harvard Business School Press.
111.Kaplan, R. S., and Norton, D. P. (1996c). “Link the balanced scorecard to strategy,” California Management, (Fall), pp. 53-79.
112.Kaplan, R. S., and D. P. Norton. (2001). The Strategy - Focused Organization. Harvard Business School Press.
113.Kaplan, R. S., and Norton, D. P. (2004). “Measuring the strategic readiness of intangible assets,” Harvard Business Review, 82(2), pp. 52-63.
114.Kaplan, R. S., and Norton, D. P. (2004). Strategy maps: Converting intangible assets into tangible outcomes. Boston: Harvard Business School Press.
115.Kerlinger, F. N. (1986). Foundations of Behavioral Research (3rd ed.). Chicago:Holt, Rinehart and Winston, Inc.
116.Klein, & Prusak. (1994). Characterizing Intellectual Capital. Ernst & Young Center for Business Innovation.
117.Knight, K. J. (1999). “Performance Measures for Increasing Intellectual Capital,” Strategy & Leadership, 27(2), pp 10-15.
118.Kracklauer, A., Passenheim, O., and Seifert, D. (2001). “Mutual customer approach: How industry and trade are executing collaborative customer relationship management,” International Journal of Retail & Distribution Management, 29(12), pp. 515– 519.
119.Kronig, J. (2001). “Do Incentive Systems for Knowledge Management Work? An emprirical study on the design and influence of incentive systems on knowledge creation and transfer in the manufacturing-based industry.” Peter Lang, Bern.
120.Lee, J. and Allaway, A. (2002). Effects of personal control on adoption of self-service technology innovations. The Journal of Services Marketing, 16.
121.Lehr, B., and Lichtenberg, F. (1999). “Information technology and its impact on firm-level productivity: evidence from government and private data sources, pp. 1977-1993,”Canadian Journal of Economics, Canadian Economics Association, 32(2), pp. 335-362.
122.Lev, B. (2001). Intangibles:Management, Measurement, and Reporting. Brookings Institute Press, Washington, DC.
123.Licht, G., and Moch, D. (1999). “Innovation and information technology in services,” The Canadian Journal of Economics, 32, 363-383.
124.Lieberman, M. B., and Montgomery, D. B. (1998). “First-mover (dis)advantages:Retrospective and link with the resource-based view,” Strategic Management Journal, 19, pp 1111−1125.
125.Liebowitz, J. and Suen, C. Y. (2000). “Developing knowledge management metrics for measuring intellectual capital,” Journal of Intellectual Capital, 1(1), pp. 54-67.
126.Lin, H. F. and Lee, G. G. (2006). “Effects of socio-technical factors on organizational intention to encourage knowledge sharing,” Management Decision, 44(1), pp. 74-88.
127.Lin, H. F. (2007). “Knowledge sharing and firm innovation capability: an empirical study,” Internal Journal of Manpower, 28(3/4), pp. 315-332.
128.Lindstone, H. A., and Turoff, M. (1975). The Delphi method:Techniques and applications. Reading, MA:Addison-Wesley.
129.Lowendahl, B. R., Revang, O., and Fosstenlokken, S. M. (2001). “Knowledge and value creation in professional service firms: a framework for analysis,” Human Relations, 54(7), pp. 911-31.
130.Lynn, B. E. (1998). The Management of Intellectual Capital:The Issues and the Practice. Hamilton:The Society of Management Accountants of Canada.
131.McAdam, R. and Galloway, A. (2005). “Enterprise resource planning and organisational innovation: a management perspective,” Industrial Management & Data Systems, 105(3), pp. 280-90.
132.Min, H., Min, H., and Joo, S. J. (2008). A data envelopment analysis-based balanced scorecard for measuring the comparative efficiency of Korean luxury hotels,” International Journal of Quality & Reliability Management, 25(4), pp. 349-365.
133.M’Pherson, P. (1994) ‘Accounting for the value of information’, Aslib Proceeding, September, 46(9).
134.M’Pherson, P. K., Pike, S. (2001). “Accounting, empirical measurement and intellectual capital,” Journal of Intellectual Capital, 2(3), pp. 246-260.
135.MacNeil, C. M. (2003). “Line managers: facilitators of knowledge sharing in teams,” Employee Relations, 25(3), pp. 294-307.
136.MacNeil, C. M. (2004). “Exploring the supervisor role as a facilitator of knowledge sharing in teams,” Journal of European Industrial Training, 28(1), pp. 93-102.
137.Mahmood, A., Crawford, J. P., Michaud, R., and Jezek, K. C. (1998). “Mapping the World with Remote Sensing,” EOS Transactions, American Geophysical Union, 79, pp. 17-23.
138.Makadok, R. (1998). “Can first-mover and early-mover advantages be sustained in an industry with low barriers to entry?” Strategic Management Journal, 19(7), pp 683-696.
139.Malhotra, Y. (1998). “Knowledge management for the new world of business,” Asian Strategy Leadership Institute Review, 6.
140.Marr, B. and Schiuma, G. (2001). “Measuring and managing intellectual capital and knowledge assets in new economy organisations,” in Bourne, M. (Ed.):Performance Measurement Handbook, GEE Publishing Ltd.
141.Marr, B., Schiuma, G., and Neely, A. (2004). “The dynamics of value creation: mapping your intellectual performance drivers,” Journal of Intellectual Capital, 5(2), pp. 312-325.
142.Marr, B. (2008). “Impacting Future Value:How to Manage your Intellectual Capital,” Management Accounting Guideline, jointly published by AICPA, CMA, CIMA.
143.McElroy, M. W. (2002). “Social Innovation Capital,” Journal of Intellectual Capital, 3(1), pp 30-39.
144.McGaughey, R. E. (2002). “Benchmarking business-to-business electronic commerce,” Benchmarking: An International Journal, 9(5), pp. 471-484.
145.Miller, K. D. (2002). “Knowledge inventories and managerial myopia,” Strategic Management Journal, 23(8), pp 689-706..
146.Mitchell, V. W. (1992). “Using Delphi to forecast in new technology industries,” Market Intelligence and Planning, 10 (2), 4-9.
147.Mithas, S., Krishnan, M. S., and Fornell, C. (2005). “Effect of Information Technology Investments on Customer Satisfaction:Theory and Evidence,” Ross School of Business Working Paper, pp. 971.
148.Mittal, S. and Swami, S. (2004). “What Factors Influence Pioneering Advantage of Companies?” The Journal for Decision Makers, 29(3), pp 15-33.
149.Mouritsen, J. H. T., Larsen, Bukh, P. N., and Johansen, M. R. (2001). “Reading an intellectual capital statement: Describing and prescribing knowledge management strategies,” Journal of Intellectual Capital, 2(4), pp. 359-383.
150.Mouritsen, J., Larsen, H.T., and Bukh, P.N. (2005). “Dealing with the knowledge economy: intellectual capital versus balanced scorecard,” Journal of Intellectual Capital, 6(1), pp. 8-27
151.Murry, J., and Hammons, Jr. J. (1995). “Delphi:A versatile methodology of conducting qualitative research,” The Review of Higher Education, 18(4), pp 423-436.
152.Naumann, E., and Hoisington, S.H. (2001). “Customer Centered Six Sigma:Linking Customers, Process Improvement, and Financial Results,” ASQ Quality Press, Milwaukee, Wisconsin.
153.Nelson, R.R. (1995). Evolutionary theorizing about economic change, in:Handbook of Economic Sociology, N.J. Smelser and R. Swedberg (eds.), Princeton University Press, Princeton, pp. 108-136.
154.Oliver, R. L. (1997) “Satisfaction:A Behavioral Perspective on the Consumer,” Richard D. Irwin/McGraw-Hill, Boston, MA.
155.Osei-Bryson, K. and Ko, M. (2004). “Exploring the Relationship between Information Technology Investments and Firm Performance Using Regression Splines Analysis,” Information and Management, 42, pp. 1-13.
156.Osterloh, M. and Frey, B. S. (2000). “Motivation, knowledge transfer, and organizational forms,” Organization Science, 11(5), pp. 538-550.
157.Pablos, P. O. (2002). “Evidence of intellectual capital measurement from Asia, Europe and the Middle East,” Intellectual capital measurement, 3(3), pp. 287-302.
158.Parasuraman, A., and Grewal, D. (2000). “The impact of technology on the quality-value-loyalty chain:A research agenda,” Journal of the Academy of Marketing Science, 28(1), 168-174.
159.Pennings, J. M., Lee, K., and Van Witteloostuijn, A. (1998). “Human capital, social capital and firm dissolution,” Academy of Management Journal, 41, pp. 425-440.
160.Peslak, A. R. (2003). “A Firm Level Study of Information Technology Productivity Using Financial and Market Based Measures,”Journal of Computer and Information Systems, 43(4), pp. 72-80.
161.Peter M. Senge. (1990). The Fifth Discipline: The Art and Practice of the Learning Organization.
162.Peter Drucker. (1994). Post Capitalist Society.
163.Peteraf, M. A. (1993). “The cornerstones of competitive advantage: a resource-based view,” Strategic Management Journal, 14(3), pp.179-191.
164.Petrash, G. (1996). “Dow’s journey to a knowledge value management culture,” European Management Journal, 14, pp 365–373.
165.Petty, R, Guthrie, J (2000), “Intellectual capital literature review: measurement, reporting and management,” Journal of Intellectual Capital, 1(2).
166.Pfeffer, J. (1994). Competitive Advantage through People:Unleashing the Power of the Workforce, Boston:Harvard Business School Press.
167.Piccoli, G., O’Connor, P., Capaccioli, C., and Alvarez, R. (2003). “Customer relationship management: A driver for change in the structure of the U.S. lodging industry,” Cornell Hotel and Restaurant Administration Quarterly, 44, pp. 61-73.
168.Plessis, M. D. (2007). “Knowledge management: what makes complex implementations successful?” Journal of Knowledge Management, 11(2), pp. 91-101.
169.Porter, M. (1980). Competitive strategy. New York:Free Press.
170.Qi, J., Li, L., and Ai, H. (2009). “A System Dynamics Approach to Competitive Strategy in Mobile Telecommunication Industry,” Systems Research and Behavioral Science, Syst. Res. 26, pp 155-168.
171.Quinn, J. B. (1992) Intelligent Enterprise:A Knowledge and Service Based Paradigm for Industry, Free Press, New York.
172.Rastogi, P. N. (2000), “Knowledge management and intellectual capital – the new virtuous reality of competitiveness,” Human Systems Management, 19(1), pp. 39-48.
173.Rayne, A., Frow, P. (2005). “A Strategic Framework for Customer Relationship Management,” Journal of Marketing, 69, pp. 167-176.
174.Rezgui, Y. (2007). “Knowledge systems and value creation: An action research investigation,” Industrial Management and Data Systems, 107(2), pp. 166-182.
175.Rivera-Vazquez, J., Ortiz-Fournier, L. V., Flores, F.R. (2009). “Overcoming cultural barriers for innovation and knowledge sharing,” Journal of Knowledge Management, 13(5), pp. 257-270.
176.Reed, K. K. (2000). The dynamics of intellectual capital. Ph.D. dissertation, University of Connecticut.
177.Reichheld, F. F. (1996). The loyalty effect. Boston: Harvard Business School Press.
178.Rennie, M. (1999). “Accounting for knowledge assets:do we need a new financial statement?” International Journal of Technology Management, 18(5-8), 648-659.
179.Robertson, J. (2005). “Intranets and knowledge sharing,” available at: www.steptwo.com.au/papers/ kmc_intranetsknowledge/index.html.
180.Robertson, J. (2004). “Developing a knowledge management strategy,” available at: www.steptwo. com.au/papers/kmc_kmstrategy/index.html.
181.Rodríguez-Pinto, J., Rodríguez-Escudero, A. I., Gutiérrez-Cillán, J. (2008). “Order, positioning, scope and outcomes of market entry,” Industrial Marketing Management, 37, pp 154–166
182.Romijn, H., and Albaladejo, M. (2002). “Determinants of innovation capability in small electronics and software firms in southeast England,” Research Policy, 31(7), pp 1053-1067.
183.Roland M. M., Spiliopoulou, M., and Lenz, H. J. (2005). “The Influence of Incentives and Culture on Knowledge Sharing,” Proceedings of the 38th Annual Hawaii International Conference on System Sciences (HICSS''05), 8, pp.247.
184.Roos, J. W., Beath, C. W., and Goodhue, D. L. (1996). “Develop long term competitiveness through IT assets,” Sloan Management Review, 38, pp. 31-42.
185.Roos, G., and Roos, J. (1997). “Measuring your company''s intellectual performance,” Long Range Planning, 30(3), pp 413-426.
186.Roos, J. G. Roos, N. C. Dragonetti, and Edivisson, L. (1997). Intellectual capital:Navigating in the new business landscape. London:Macmillan Business.
187.Roos, J., G. Roos, L. Edvinsson, and N. C. Dragonetti. (1998). Intellectual Capital:Navigating in the New Business Landscape. New York:New York University Press.
188.Ryals, L. (2003). “Making customers pay: Measuring and managing customer risk and returns,” Journal of Strategic Marketing, 11, pp.165– 175.
189.Saeidaa, S., Nejatib, M., and Nejatic, M. (2007). “Measuring Knowledge Management Processes,” Proceedings of the 13th Asia Pacific Management Conference, Melbourne, Australia, pp. 551-555
190.Saleh, S. D. and Wang, C. K. (1993). “The management of innovation: strategy, structure and organizational climate,” IEEE Transactions on Engineering Management, 40(1), pp. 497-510.
191.Schnaar, S. P. (1986), “When entering growth markets, are pioneer better than poachers?” Business Horizon, pp 27-36.
192.Schoeneborn, F. (2003). “Linking balanced scorecard to system dynamics,” Proceeding of 2003 International System Dynamics Conference.
193.Senge. P. M (1990). The Fifth Discipline:The Art & Practice of the Learning Organization. New York:Doubleday/Currency.
194.Shankar, V., Carpenter, G. S., and Krishnamurhti, L. (1998). “Late mover advantage:How innovative late entrants outsell pioneers,” Journal of Marketing Research, 35, pp 54−70.
195.Shahnam, L. (2003). What’s really CRM. Accessed September 19 2003 at http://www.crm2day.com/what_is_crm/.
196.Shamsie J, Phelps C, and Kuperman J. (2004). “Better late than never:study of late entrants in household electrical equipment,” Strateg Manage J, 25, pp 69-84.
197.Shipton, H., Fay, D., West, M., Patterson, M., and Birdi, K. (2005). “Managing People to Promote Innovation,” Creativity & Innovation Management, 14(2), pp 118-128.
198.Sicea, P., Mosekildeb, E., Moscardinic, A., Lawlerc, K., and Frenchd, I. (2000). “Using system dynamics to analyse interactions in duopoly competition,” System Dynamics Review, 16(2), pp 113–133.
199.Sircar, S., Turnbow. J. L., and Bordoloi, B. A. (2000). “Framework for Assessing the Relationship Between Information Technology Investments and Firm Performance,” Journal of Management Information Systems, 16(4), pp 69-97.
200.Snabe, B., and Grobler, A. (2006). “System Dynamics Modelling for Strategy Implementation:Case Study and Issues,” Systems Research and Behavioral Science, 23, pp 467-481.
201.Snell, S. A., Youndt, M. A., and Wright, P. M. (1996). “Establishing a framework for research in strategic human resource management:Merging resource theory and organizational learning. In G. Ferris (Ed.),” Research in Personnel and Human Resource Management, 14, pp. 61-90. Greenwich, CT:JAI Press.
202.Snell, S. A., and Dean Jr, J. W. (1992). “Integrated manufacturing and human resources management:A human capital perspective.” Academy of Management Journal, 35, pp 467-504.
203.Stewart, J. (1999). Calculus, Fourth Edition. Brooks/Cole Publishing Company: a division of International Thomson Publishing Company (ITP): Pacific Grove, CA.
204.Stewart, T A. (1994). “Your Company’s Most Valuable Asset:Intellectual Capital,” Fortune, 130(7), pp 68-74.
205.Sohal, A. S., Moss, S., and Ng, L. (2001). “Comparing IT success in manufacturing and service industries.” International Journal of Operations & Production Management, 21, pp. 30-45.
206.Song, X. M., Di Benedetto, C. A., and Zhao, Y. L. (1999). “Pioneering advantages in manufacturing and service industries:Empirical evidence from nine countries,” Strategic Management Journal, 20, pp 811−836.
207.Souitaris, V. (2002). “Firm-specific competencies determining technological innovation:A survey in Greece,” R & D Management, 32(1), pp 61-77.
208.Srivastava, R. K., Shervani, T. A., and Fahey, L. (1999). “Marketing, business processes, and shareholder value: An organizationally embedded view of marketing activities and the discipline of marketing,” Journal of Marketing, (Special Issue) 63, pp. 168– 179.
209.Stalk, G, and Hout, T. M. (1990). Competing against time:How time- Based competition is reshaping global markets. New York:Free Press.
210.Steward, T. A. (1994). “Your company’s most valuable asset:Intellectual capital,” Fortune, (Oct). pp. 68-74.
211.Stewart, T. A. (1997). Intellectual Capital:The New Wealth of Organizations, Bantam Doubleday Dell Publishing Group, Inc.
212.Stewart, I. T., and Loague, K. (1999). Identification of ‘‘type’’ transfer functions for regional-scale assessment of non-point source groundwater contamination in Fresno County, California, J. Environ. Qual., 28, pp 378–387.
213.Stewart, I. T. (2001). Development of a type transfer function approach for modeling non-point-source vadose-zone pesticide leaching at the regional scale, Ph.D. thesis, Stanford Univ., Stanford, Calif.
214.Stefanou, C. J., and Sarmaniotis, C. (2003). “CRM and customer-centric knowledge management: An empirical research,” Business Process Management Journal, 9(5), pp. 617- 634.
215.Sterman, J. (2000). Business Dynamics:Systems Thinking and Modeling for a omplex World. New York:McGraw-Hill, 2000.
216.Suarez, F., and Lanzolla, G. (2005). “The half-truth of first-mover advantage,” Harvard Business Review, 83(4):121-127.
217.Sveiby, K. E. (1997). The New Organizational Wealth:Managing and Measuring Knowledge-based Assets, Barrett-Kohler Publishers, San Francisco.
218.Swierczek, F. W., and Shrestha, P. K. (2003). “Information technology and productivity: A comparison of Japanese and Asia-Pacific banks,” Journal of High Technology Management Research, 14, pp. 269-288.
219.Tan, X., Yen, D. C., and Fang, X. (2002). “Internet integrated customer relationship management,” Journal of Computer Information Systems, pp. 77–86.
220.Taylor, W.A. and Wright, G.H. (2004), “Organizational readiness for successful knowledge sharing: challenges for public sector managers,” Information Resources Management Journal, Vol. 17 No. 2, pp. 22-37.
221.Tu, Y. M. and Chang, L. C. (2007). “Dynamic Interactive Framework to Link Business Intelligence with Strategy,” International Journal of Information Technology and Management, 6(1), pp. 23-39
222.Tu, Y. M., and Chang, L. C. (2006). “Dynamic Knowledge Transformation Processes for Virtual Teams: System Dynamics Approach,” Journal of Management, 23(4), pp. 507-522.
223.Turban, E., McLean, E., and Wetherbe, J. (2001). Information Technology for Management: Business in the Digital Economy, John Wiley & Sons, New York, NY.
224.Ulrich, D. (1998). “Intellectual capital = competence x commitment,” Sloan Management Review (Winter), pp 15-26.
225.Upton, D. A. (1995). “What really makes factories flexible? Harvard Business Review, 73(4), pp 74-84.
226.Van der Meer-Kooistra, J., and Zijlstra, S. M. (2001). “Reporting on intellectual capital. Accounting,” Auditing & Accountability Journal, 14(4), pp. 456-476.
227.Van den Hooff, B., and Van Weenen, F. D. L. (2004). “Committed to share: commitment and CMC use as antecedents of knowledge sharing,” Knowledge and Process Management, 11(1), pp. 13-24.
228.Vanderwerf P, Mahon JF. (1997). “Meta-analysis of the impact of research methods on findings of first-mover advantages,” Manage Sci, 43, pp. 1510-1519.
229.Van Buren, M. E. (1999). “A yardstick for knowledge management,” Training & Development, (May), pp 71-78.
230.Vorakulpipat, C. and Rezgui, Y. (2006), ‘‘From knowledge sharing to value creation: three generations of knowledge management’’, Proceedings of the 2006 IEEE International Engineering Management Conference, Salvador.
231.Vorakulpipat, C. and Rezgui, Y. (2007), ‘‘Value creation: the next generation of knowledge management’’, Proceedings of the 2007 Information Resources Management Association International Conference, Vancouver.
232.Vorakulpipat, C., and Rezgui, Y., (2008). “An evolutionary and interpretive perspective to knowledge management,” Journal of Knowledge Management, 12(3), pp. 17-34.
233.Watson, R., Ho, T., and Raman, K. (1994). “Culture: A fourth dimension of group support systems,” Communications of the ACM, 37(10), pp. 44-55.
234.Wasko, M. M. and Faraj, S. (2005). “Why should I share? Examining social capital and knowledge contribution in electronic networks of practices,” MIS Quarterly, 29(1), pp. 35-57.
235.Wilkesmann, U., and Rascher, I. (2002). “Knowledge management and self-governance. In 18th. EGOS Colloquium in Barcelona subgroup,” Organizational Politics and Political Economy, July 4-6, 2002.
236.Wright, P. M., Smart, D. L., and Mcmahon, G. C. (1995). “Matches between human resource and strategy among NCAA basketball teams,” Academy of Management Journal, 38, pp 1052-1074.
237.Wolstenholme, E. F. (1994), System Enquiry:A System Dynamics Approach, John Wiley & Sons, Chichester, UK
238.Wu, A. (2004). “The Future Development and Direction of the Balanced Scorecard,” Accounting Research Monthly, 224, pp 98-108.
239.Wu, A. (2005). “The Integration between Balanced Scorecard and Intellectual Capital,” Journal of Intellectual Capital, 6(2), pp 267-284.
240.Yam, R. C. M., Guan, J. C., Pun, K. F., and Tang, E. P. Y. (2004). “An audit of technological innovation capabilities in Chinese firms:some empirical findings in Beijing,” China. Research Policy, 33(8), pp 1123-1140.
241.Youndt, M. A., M. Subramanian, Z. (2004). “Intelllectual capital profiles: an examination of investments and returns,” Journal of Management Studies, 27.
242.Youndt, M. A., Snell, S. A., Dean Jr., J. W., and Lepak, D. P. (1996). “Human resource management, manufacturing strategy, and firm performance,” Academy of Management Journal, 39(4), pp 836-66.
243.Youndt, M. A. (1998). Human resource management systems, intellectual capital, and organizational performance, Ph.D. dissertation, Pennsylvania State University.
244.Zablah, A. R., Bellenger, D. N., and Johnston, W. J. (2004). “An evaluation of divergent perspectives on customer relationship management: towards a common understanding of an emerging phenomenon,” Industrial Marketing Management, 33, pp. 475-489.