Benjamin Franklin說：「知識是具有最高報酬率的投資」，正如越來越多的經濟觀察家指出「知識是人類最精準的投資」，知識已經取代自然資源和勞動密集型產業，成為首要的創造財富和經濟增長的泉源。企業如果想要瞭解顧客，不僅只是將所獲得的顧客資訊予以量化，更重要的是要將客戶、知識與管理三者變成組織的智慧且成為實際的行動。在全球市場多樣化選擇的趨勢之下，企業經營必須從「產品導向」轉為「顧客導向」，並在正確的時間點，提供適切的產品以滿足顧客的需求，提昇顧客忠誠度，使顧客能為企業創造更多價值。
　　
　　本研究主要在整合顧客知識管理、產品/服務創新對顧客關係管理的影響，發展出一個觀念性的架構模式，並透過實證調查來驗證此一模式。先從社會資本理論的觀點來推導知識管理的基礎設施，並探討其對顧客知識管理的影響，最後再就顧客知識管理、產品/服務創新對顧客關係管理之影響進行實證分析探討。

　　本研究以製造業與服務業為實證研究對象，為提高問卷的回收率，並增加研究樣本的代表性，本研究之問卷採雪球抽樣的方式進行發放，本研究共發放200份問卷，有效問卷169份。經由複迴歸分析與MANOVA考驗各構念因素間之互動關係，並以徑路分析來驗證各變數間的關係，實證結果顯示：

1. 知識管理基礎設施對顧客知識管理具有顯著之正面影響，而無論製造業或服務業，「資訊科技」與「組織文化」均是影響企業顧客知識管理能耐的兩大因素

2. 顧客知識管理對顧客關係管理具有顯著之正面影響，而無論製造業或服務業，「資訊處理程序」與「行銷/IT整合」是影響企業顧客關係管理能耐的兩大因素

3. 顧客知識管理對產品/服務創新具有顯著之正面影響。

4. 產品/服務創新對顧客關係管理具有顯著之正面影響。

　Benjamin Franklin said, “knowledge is the investment with the highest reward-rate.” There are more and more economists pointed out that knowledge is the best investment for human. Knowledge has already substituted for the natural resource and the labor-intensive form industry and become the most important source for wealth creation and economic growth. If enterprises want to understand customers, the most significant object is not only to quantitate customer information but also to transform customer, knowledge and management to wisdom of organizations and tangible actions. Under the diversification tendency of global market, enterprises have to transform “product guidance” to “customer guidance” and provide exact products at the correct time to meet the customer need, enhance the customer loyalty and let customers to create more values for enterprises.

　This research is to conformity the impact of customer knowledge management and product/service innovation on customer relationship management, then develop an ideal framework and confirm it through empirical investigation. First, this research infers knowledge management infrastructure from the aspects of social capital theory and explores the impact of knowledge management infrastructure on customer knowledge management. Finally, it is to examine and analyze the impact of customer knowledge management and product/service innovation on customer relationship management.

　This research takes manufacturing industry and service industry as objects for empirical studies. In order to enhance the return-ratio of the questionnaire and increase representation of the research samples, this research uses snowball sampling to send questionnaires. This research sends 200 questionnaires and a total of 169usable replies were received. It aims to verify the relationships between the constructs used in this study by the analysis of Multiple Regression and MANOVA and testify the relationships between the constructs of this research framework through Path Analysis. The results are:

1. Knowledge management infrastructure has significant and positive effect on customer knowledge management. Regardless of manufacturing industry and service industry, “information technology” and “organization culture” are the two important factors to influence customer knowledge management capacity.

2. Customer knowledge management has significant and positive effect on customer relationship management. Regardless of manufacturing industry and service industry, “information disposal procedure” and “marketing/IT conformity” are the two important factors to influence customer knowledge management capacity.

3. Customer knowledge management has significant and positive effect on product/service innovation.

4. Product/service innovation has significant and positive effect on customer relationship management.

¨ Albrecht K.“The Only Thing That Matter”,尉謄蛟譯，《顧客價值》，長河出版，台北，1998
¨ Alex Lowy and Phil Hood,“Leaders Manage Dilemmas”,李田樹譯，「向左走?向右走?你必須面對的兩難課題」，EMBA世界經理文摘，第215期，頁26~39,2004
¨ Arthur Andersen Business Consulting， “圖解ナレッヅマネヅメント”劉京偉譯，「知識管理的第一本書---運用知識管理提升企業核心能力」，商周，台北，2000
¨ Bill Gates“Business @The Speed of Thought: Using a Digital Nervous System”Warner Books, Inc.，樂為良譯，「數位神經系統---與思考等快的明日世界」，商周，台北
¨ Charles W.L. Hill & Gareth R. Jones,“Strategic management theory :an integrated approach,6th Ed.”,黃營杉、楊景傅譯，《策略管理》，華泰，台北，2004
¨ Clayton M. Christensen and Michael E. Raynor“The Innovation’s Solution”李芳齡、李田樹譯，「創新者的解答」，天下雜誌出版，台北，2004
¨ Drucker P. F.“Harvard Business Review on Knowledge Management”，張玉文譯，「知識管理」，天下遠見，台北，2000
¨ Drucker P. F.原著，王霆、弓劍煒譯，《杜拉克談創新與策略》，水星文化，台北縣，2003
¨ Efraim Turban, R.Kelly Rainer, Jr.,Richard E. Potter,“Introduction to information techology”,趙宗玫、謝德鑫合譯，資訊科技，滄海，台北，2002
¨ Gilbert Probst; Steffen Raub; and Kai Romhardt“Managing Knowledge:building blocks for success”謝清佳譯，「知識管理」，智勝，台北，2003
¨ Griffin J.“Customer loyalty:how to earn it ,how to keep it”, 王秀華譯，《忠誠顧客：如何培養、如何保持》，朝陽堂文化，台北縣，1996
¨ James Brain Quinn; Jordan J. Baruch ; and Karen Anne Zien,“Innovation Explosion: Using Intellect and Software to Revolutionize Growth Strategies”，洪明洲譯，「知識管理與創新---善用無慧與軟體革新企業經營」，商周，台北，2000
¨ James L. McKenny., Duncan C. Copeland, Richard O. Mason“Waves of Change :Business Evolution through Information Technology”,許舜青、陳曉開譯，《資訊科技競爭優勢---美國銀行與美國航空的經營策略》，遠流出版，台北，1998
¨ Jill Dyche“The CRM handbook: a business guide to customer relationship management”,陳曉開譯，《客戶關係管理手冊》，台灣培生教育，台北，2003
¨ Joseph H. Boyett and Jimmie T. Boyett,“The Guru Guide: The Best ideas of the Top Management Thinkers”John Wiley & Sons, Inc., 劉清彥譯，「管理大師聖經」，商周，台北，1999
¨ Joseph Reitz“Behavior in Organizations”,林詩詮、鄭伯壎合譯，組織行為，中華企業管理發展中心，台北，1981
¨ Nancy M. Dixon“Common Knowledge” Harvard Business School Press”，李淑華譯，《知識管理與創新---善用無慧與軟體革新企業經營》，商周，台北，2001
¨ Ross Dawson“Developing knowledge-based client relationships : the future of professional services”Wisdom & Knowledge publishing CO，周淑麗譯，「顧客管理雙贏法則---知識管理與顧客關係的建立」，小知堂文化，台北，2002
¨ Stephen M. Shapiro“24/7 Innovation :A blueprint for surviving and thriving in an age of change”,戴至中譯，《24/7創新：變動年代的企業求生與致勝藍圖》，美商麥格羅希爾，台北，2002
¨ Tarek M. Khalil,“Management of Technology :the key to competitiveness and wealth creation”原著,孫善政譯，《科技管理：競爭力與價值創造的關鍵》，美商麥格羅希爾，台北，2002
¨ Tiwana A.”The Essential Guide to Knowledge Management:e-business and CRM applications”,李金梅譯，《以客為尊成功法則：以知識管理啟動客戶關係的七大步驟》，台灣培生教育，台北，2002
¨ Whiteley R C.“The Customer Driven Company”,董更生譯，《經營顧客心》，天下遠見，台北，1993
¨ 尹宏毅，「論科技創新對經濟增長的作用」，珠江經濟，第157期，頁76~78，2004
¨ 方正儀(民93)，「知識共享的障礙」，管理雜誌，第363期，頁133
¨ 申燕儒(民91)，「組織結構、資訊系統與流程再造在導入ERP系統對角色探討」，國立成功大學，工業管理研究，未出版碩士論文
¨ 司徒達賢(民84)，「資源基礎理論與企業競爭優勢關係之探討」，國科會專題研究計劃成果報告
¨ 西方管理思想寶庫編委會，《西方管理思想寶庫》，中國廣播電視出版社，北京，1993
¨ 朱海成(民90)，《當代管理資訊系統》，滄海，台北
¨ 汪昭芬(民89)，「組織學習、知識創造、知識蘊蓄與創新績效之關聯性研究」，國立成功大學，國際企業研究所，未出版之碩士論文
¨ 李仁芳(民83)，「產業合作網路體系之建構與維持---產業經理機制三探」，第三屆產業管理研討會論文集
¨ 李仁芳(民84)，「專質性知識、財產權結構與管理統制效能之探索---一個厚基組織論觀點的個案研究」，第四屆產業管理研討會
¨ 李弘輝(民92)，知識經濟下領導新思維，聯經，台北
¨ 李牧原，佘素麗，「知識的企業創新模型」，蘭州學刋，第136期，頁89~90，2004
¨ 李宜萍(民93)，「和泰讓創新變成動與連接詞」，管理雜誌，第363期，頁104~107
¨ 李振昌(民90)，《知識經濟大趨勢》，時報文化出版，台北
¨ 李國樑、林佳璇(民89)，第三屆企業國際化經營管理個案研討會個案
¨ 李經遠(民81)，「台灣大企業組織結構三構面間之相關性」，交大管理學報，第12卷，第1期
¨ 余朝權(民92)，《組織行為學》，五南，台北
¨ 吳知賢(民83)，「組織文化剖析」，研考雙月刊，第2期，第18卷，頁45~60
¨ 吳秉恩(民82)，《組織行為學》，華泰，台北
¨ 吳明隆(民94)，《SPSS應用學習實務：問卷分析與應用統計，知城，台北
¨ 吳怡靜(民93)，「鼓勵冒險，才能不斷創新」，天下雜誌，第304期，頁96~100
¨ 吳思華(民87)，「知識流通對產業創新的影響」，第七屆產業管理研討會，國立政治大學科技管理研究所主辦
¨ 吳思華(民87)，《策略九說》，臉譜文化出版社，台北
¨ 吳思華(民89)，《策略九說：策略思考的本質》，臉譜文化出版社，台北
¨ 吳思華(民90)，《知識資本在台灣》，遠流，台北
¨ 吳思華(民90)，「知識經濟、知識資本與知識管理」，台灣產業研究，第4期，遠流，台北
¨ 吳清山(民90)，「知識管理與學校效能」，台北市立師範學院學報，第32期，頁1~16
¨ 吳萬益、林清河(民89)，《企業研究方法》，華泰，台北
¨ 何雍慶、范惟翔(民91)，「顧客知識管理策略與實例探討」，第五屆中小企業管理研討會論文集，頁32~41，經濟部中小企業處，台北
¨ 何薇玲(民93)，「向左走，向右走，創新與改革」，天下雜誌，第305期，頁178~180
¨ 邱毅(民90)，《新管理學》，偉碩文化，台北
¨ 河野豐弘《改造企業文化---如何使企業展現活力》，遠流出版，台北，1992
¨ 林東清(民91)，《e化企業的核心競爭能力》，智勝文化，台北
¨ 林泰生(民75)，《創新的利基，創新的證言---如何掌握急變的環境》，頁148~150，生產力中心，台北
¨ 林傑斌、劉明德(民90)，《SPSS10.0與統計模式建構》，文魁，台北
¨ 林靈宏(民82)，「消費品類型、創新類型與新產品行銷策略關係研究」，國立政治大學，企業管理研究所，未出版之博士論文
¨ 洪明洲(民90)，「知識管理與教育革新發展之學理分析」，知識管理與教育革新發展研討會論文集，頁1~5
¨ 洪新原(民92)，「知識管理與應用」，商業電子化策略規劃(二版)，經濟部，台北
¨ 施佳玫(民93)，「行銷知識能耐、產品創新、行銷創新與市場績效關係之研究」，國立成功大學，企業管理研理所，未出版之博士論文
¨ 施振榮(民89)，《創新的6種形式》，大塊文化，台北
¨ 施振榮(民89)，《影響創新的9種因素》，大塊文化，台北
¨ 馬曉雲(民89)，《知識管理實務應用》，華彩軟體，台北
¨ 施振榮(民89)，《iO聯網組織---知識經濟的經營之道》，天下生活出版社，台北
¨ 馬曉雲(民90)，《新經濟的運籌管理：知識管理》，中國生產力中心，汐止
¨ 孫本初(民90)，《公共管理》，智勝，台北
¨ 席酉民、井潤田(民87)，《領導的科學與藝術》，華泰文化，台北
¨ 高淑珍(民93)，「應用資料探勘於顧客回應模式之研究---以國內A壽險公司為例」，國立成功大學，企業管理研究所，未出版之博士論文
¨ 高塚猛(民93)，「高塚猛成功心法7招讓員工為你賣力工作」，商業周刊，第873期，頁80~84，台北
¨ 黃佑安、王秉鈞(民86)，「創新能力與新產品研發過程關係之研究」，1997年科技管理研討會論文集
¨ 黃延聰(民91)，「交易成本與組織能力觀點的比較與整合」，中山管理評論，第10卷，第2期，頁261~289
¨ 黃博聲(民87)，「專業分工與創新關係對研究---以台灣科技產業為例」，國立政治大學企業管理研究所碩士論文
¨ 黃俊英(民89)，《多變量分析》，中國經濟企業研究所，台北
¨ 許士軍(民64)，《管理學》，東華，台北
¨ 許士軍(民88)，「創新的研發組織」，能力雜誌，頁24~30
¨ 許士軍(民89)，「關鍵資源與核心能力之基礎：知識管理的發展及系統觀」，中衛簡訊，第148期，頁8~14
¨ 許強、鄭勝華，「母子公司的知識結構剖析」，技術經濟與管理研究學報，頁77，第2期，浙江大學，中國，2004
¨ 郭崑謨(民76)，《企業組織與管理》，三民，台北
¨ 梁定澎(民89)，《電子商務---理論與實務》，華泰，台北
¨ 梁定澎(民91)，《決策支援系統與企業智慧》，智勝，台北
¨ 陳永牲(民93)，「淺談領導與管理之差別」，品質月刊，第40卷，第8期，頁33~35
¨ 陳永隆、莊宜昌(民92)，《知識價值鏈》，中國生產力中心，汐止
¨ 陳吳政(民91)，「組織文化、領導行為、工作滿意與組織承諾之關係研究---以嘉南地區銀行為例」，國立成功大學，企業管理研究所，未出版之碩士論文
¨ 陳國民(民93)，「模組型產品創新之介面策略」，管理學報，第4期，第21卷，頁499~514
¨ 陳順宇(民89)，《多變量分析》，華泰，台北
¨ 陳曉開(民88)，「聯強國際---建構與經營資訊導向的電子化公司」，電子化企業，頁45~51
¨ 張列經(民93)，《管理學Q&A》，新陸，台北
¨ 張紹勳、張紹評、林秀娟(民92)，《SPSS For Windows，多變量統計分析》，松崗，台北
¨ 董珮真，「運用大腦提昇競爭力：研發創新 永續經營」，國際投資季刊，第20期，頁12~18，2004(July~ September)
¨ 「創新，就是要突破思維」，EMBA世界經理文摘，第216期，頁16~18，2004年8月
¨ 「破解暢銷商品的創新密碼」，EMBA世界經理文摘，第216期，頁98~106， 2004年8月
¨ 湯明哲(民93)，「創新要找對方向」，天下雜誌，第303期，頁46~49
¨ 曾柔鶯(民85)，《現代管理學》，安慶實業，台北
¨ 經濟部商業司(民92)，《商業電子化營運作業管理》，經濟部，台北
¨ 楊世瑩(民94)，《SPSS統計分析實務》，旗標，台北
¨ 楊蓉昌(民79)，《企業組織與管理》，五南，台北
¨ 楊適綺(民93)，「顧客知識管理應用於零售業之探索研究」，國立成功大學，資訊管理研究所，未出版之碩士論文
¨ 榮泰生(民91)，《策略管理學》，華泰，台北
¨ 蔡啟通(民86)，「組織因素、組織成員整體創造性與組織創新之關係」，國立台灣大學商學研究所，未出版博士論文
¨ 劉力鋼，《企業持續發展論》，經濟管理出版社，北京，2001
¨ 劉文卿，邵敏華(民86)，「建構開放式之企業知識管理系統」，資訊管理學報，第5卷，第二期，頁25~52
¨ 劉常勇(民88)，劉常勇教授網路教學網頁，中山大學
¨ 劉常勇(民89)，「知識管理價值鏈分」，中華民國科技管理研討會論文集
¨ 劉懿萱，「金仁寶集團董事長許勝雄：以創新養創新，以事業養事業」，遠見雜誌，第217期，頁124~130，2004年7月號
¨ 範栓虎，「淺談企業文化建設的繼承與創新」，經濟與管理，第7期，第18卷，頁72~73，2004
¨ 鄭景華、湯宗益(民93)，「知識整合能力模式之研究」，資訊、科技與社會學報，第四卷，第一期，中大警察大學
¨ 鄭傑之(民89)，「資料庫行銷：以顧客獲利性為基礎配置行銷資源」，國立中正大學企業管理研究所碩士論文
¨ 盧盛忠、余凱成、徐昶、錢冰鴻(民86)，《組織行為學：理論與實務》，五南，台北
¨ 潘振雄(民88)，《管理學：理論與實務》，高立圖書，台北
¨ 賴士葆(民85)，《商學總論》，麥田出版，台北
¨ 衛南陽(民85)，《顧客滿意學》，牛頓出版，台北
¨ 衛南陽(民91)，《顧客滿意經營的六大觀點：衛南陽談顧客滿意》，商兆文化，台北
¨ 謝清佳、吳琮璠(民89)，《資訊管理理論與實務》，智勝，台北
¨ 瞿大文，「研發創造新台灣：多用腦力，少用勞力」，國際投資季刊，第20期，頁3，2004(July~ September)
¨ 魏永篤(民88)，「知識世紀與終身學習之未來趨勢」，知識世紀與終身學習研討會，經濟部中小企業處
¨ 魏江、王艷，「企業內部知識共享模式研究」，技術經濟與管理研究學報，頁68，第2期，浙江大學，中國，2004
¨ 鎌田 勝，《卓越領導---創新管理101法則》，張亦哲譯，業強出版，台北，1988
¨ 嚴中華，「信任，知識管理的基礎和靈魂」，技術經濟與管理研究學報，頁71，第2期，浙江大學，中國，2004
¨ 欒斌、羅凱揚(民90)，《電子商務，滄海書局》，台北
¨ 龔平邦(民76)，《組織行為管理》，三民書局，台北

一、英文部份
¨ Abernathy W.J.and Clark K.B.(1985)“Innovation :Mapping the Winds of Creative Destruvtion”,Research Policy,Vol.14,pp.3~22
¨ Abernathy W. J. and Utterback J. M. (1978)“Patterns of Industrial Innovation”, Technology Review, Vol.80(7), pp.40~47
¨ Adler P.S. and Kwon Seok-Woo.(2002)“Social Capital :Prospects for a New Concept”,Academy of Management Review,Vol.27(1),pp.17~40
¨ Afuah A.(1998)“Innovation Management: Strategies, Implementation and Profits”,Oxford University Press , INC
¨ Alan C. Filley, Robert J. House and Steven Kerr(1976),“Managerial Process and Organizational Behavior”,Glenview,IIIinois :Scott,Foresman and Co.,2nd ed.,pp.211
¨ Alavi M. and Leidner D. E.(1999)“ Management System: Issues, Challenges and Benefits”Communications of the AIS,Vol.1(7), pp.1~37
¨ Amit R.and Schoemaker P.J.(1993)“Strategic Assets and Organizational Rent”, Strategic Management Journal,Vol,14,pp.33~46
¨ Anderson P.F. and Chambers T.M.(1985),”A Reward/Measurement Model of Organizational Buying Behavior”, Journal of Marketing,Vol.49(2),pp.7~23
¨ Anderson E.W. and Sullivan M.W. (1993),“The antecedents and Consequences of Customer Satisfaction for Firms”,Marketing Science,Vol.12(2), Spring,
pp.125~143
¨ Atuahene-Gima K.(1996)“Market Orientation and Innovation”,Journal of Business Research,Vol.35(February),pp.93~103
¨ Badaracco J.(1991)“The Knowledge Link: How Firms Compete through Strategic Alliances”Harvard Business School Press
¨ Baldridge J.V. and Burnham R.(1975)“Organizational Innovation : Industrial, Organizational and Environmental Impact”,Administrative Science Quarterly, Vol.20,pp.165~176
¨ Bannis W.(1984)”The 4 Competencies of Leadership”,Training and Development Journal ,August ,pp.15~19
¨ Bantel K.E. and Jackson S.E.(1989),”Top Management and Innovations in Banking: Does the Composition of the Top Team Make a Difference?” Strategic Management Journal , Vol.10(Summer),pp.107~124
¨ Barney J.B.(1986)“Strategic Factor Markets :Expectations ,Luck and Business Strategy, Management Science”,Vol.32(10),pp.1231~1241
¨ Barney J.B.(1991),“Firm Resources and Sustained Competitive Advantage”, Journal of Management,Vol.17,pp.99~120
¨ Barr A.(2000)“Social Capital and Technical Information Flows in the Ghanaian Manufacturing Sector”,Oxford Economic Papers,Vol.52(3),pp.539~559
¨ Bassie L. J.(1997)“Harnessing the Power of Intellectual Capital”Training and Development, Vol.51(12),pp.25~30
¨ Bean C.J. and Robinson,Jr.L.(2002) ”Marketing’s Role in the Knowledge Economy”,Journal of Business Industrial Marketing,17(2/3),pp.204~214
¨ Beckman T.(1997)“ methodology for Knowledge Management” ,Proceeding of the IASTED International Conference on AI and Soft Computing
¨ Behling J.M. and Schriesheim C.A.(1976)“Leadership Theory :Some Implications for Managers”,MSU Business Topics, Vol.26(3),PP.34~40
¨ Belliveau,M..O’Reilly,C. and Wade,J.(1996)“Social capital at the top :effects of social similarity and status in CEO compensation”,Academy of Management Journal,Vol.39,pp.1568~1593
¨ Bneder D.H.(1986)”Financial impact of information processing’ Journal of Mnangement Infromation System,Vol.3(2),pp.22~23
¨ Betz F.(1998)“Strategic Technology Management”, McGraw Hill
¨ Bhatt G. D.(2000)“Organizing Knowledge in the Knowledge Development Cycle”Journal of Knowledge Management, Vol.4(1),pp.15~26
¨ Blackburn R. S.(1986)“Dimensions of structure :a review and reappraisal”, Academy of Management Review,PP.59~66
¨ Blake P.(1998)“The Knowledge Management Expansion”Information Today, Vol. 15(1), pp.12~13
¨ Blau J.R. and Mickinley W.(1979)“Idea, Complexity and Innovation”, Administrative Science Quarterly,Vol.24,pp.200~219
¨ Bloodgood J.M. and Salisbury W.D.(2001),”Understanding the Influence of Organizational Change Strategies on Information Technology and Knowldege Management Strategies”, Decision Support Systems,Vol.31,pp.55~69
¨ Boisot Max H.(1999)“Knowledge Assets”,Oxford University Press
¨ Booz; Allen & Hamilton(1985)“Diversificaion :A Survey of European Chief Executives”, Booz, Allen and Hamilton Inc.New York
¨ Bourdieu,P.(1985)“The forms of capital”,In handbook of Theory and Research for the Sociology of Education,Richardson,J.G..(eds),New York :Greenwood, pp. 241~258
¨ Bourdieu P. and Wacquant L.J.D.(1992)“An invitation to reflexive sociology”, Chicago :University of Chicago Press
¨ Broadbent M.(2000)“Firm Context and Patterns of IT Infrastructure Capability”,Proceeding of the 17th International Conference on Information Systems, Cleveland,December,PP.16~18
¨ Burgess G.H.(1989)“Industrial organization ”,Englewood Cliffs,N.J. Prentice-Hall
¨ Burns Tom and Stalder G.M.(1961)”The management of innovation”London: Tavistock,PP.119~125
¨ Burt R. S.(1992)“The Social Structure of Competition”,in N. Nohria & R.G. Eccles(eds.),Networks and Organizations :Structure ,Form, and Action,PP.57~91, Boston, MA: Harvard Business School Press
¨ Burt R.S.(1997)“The contingent value of social capital”,Administrative Science Quarterly,Vol.42,pp.339~365
¨ Butler Y.(2000)“Knowledge Management : If Only You Knew What You Knew”, Australia Library Journal ,Vol.49,pp.31~42
¨ Cabena P., Haduinian P., Stadler R. Verhees and Zarasi A.(1997)“Discovering Data Mining :Form Concept to Implementation”,Upper Saddle River, NJ: Prentice Hall
¨ Campbell A.J.(2003)“Creating Customer Knowledge Competence :Managing Customer Relationship Management Programs Strategically”,Industrial Marketing Management,Vol.32(5),pp.375~383
¨ Cardozo R. N.(1965),“An Experimental Study of Customer Effort, Expectation, and Satisfaction”,Journal of Marketing Research, Vol.II, August, pp. 244~249
¨ Chandy R. K. and Tellis G. J.(1998)“Organizing for Radical Innovation: The Overlooked role of Willingness to Cannibalize”,Journal of Marketing Research, Vol.35(November),pp. 474~487
¨ Churchill G.A. and Surprenant C. (1982),“An Investigation Into the Determinants of Customer Satisfaction”,Journal of Marketing Research, Vol. XIX, November,pp.491~504
¨ Clemons, E. and Webber, B.W.(1990)“London’s Big Bang :A Case Study of Information Technology, Competitive Impact and Organizational Change”,Journal of Management Information Systems,pp.41~60
¨ Coleman J.S.(1990)“Foundations of Social Theory”,Cambridge, MA :Belknap Press of Harvard University Press
¨ Collis D.J. and Montgomery C.A.(1997)”Corporate strategy :Resource and the scope of the firm”,Chicago :Irwin
¨ Connelan T.K.(1978)“How to Improve Human Performance”,New York Harper & Row,pp.109~115
¨ Conner K.R. and Prahalad C.K.(1996)“A resource-base theory of the firm : knowledge versus opportunism”,Organization Science,Vol.7,pp.477~501
¨ Cooper R.G. and Kleinschmidt E.J.(1995)“Benchmarking the firm’s critical success factors in new product development ”,The Journal of Product Innovation Management,Vol.12(5),pp.374~391
¨ Cooper A.C.and Scehendel D.(1976),“Strategic Responses to Technolobical Threat”,Business Horizons,Vol.19(1),pp.61~69
¨ Cordero R.(1990),“The Measurement of Innovation Performance in the Firm : an Overview”,Research Policy,Vol.19(2),pp.185~193
¨ Cron W.and Sobol M.(1983)”The relationship between computerization and performance: Astrategy for maximizing economic benefits of computerization”, Information and Management,Vo.6(3),pp.171~181
¨ Crosby L.A.(2002)“Going my way ?”Marketing Management, Chicago, Vol.11(4),pp.10~11
¨ Cuieford J.P.(1965)”Fundamental Statistics in Psuchology and Education”,New York :McGraw Hill
¨ Damanpour F.(1991)“Organizational Innovation :A Meta-Analysis of Effects of Determinants and Moderators”,Academy of Management Journal, Vol.34(3),pp. 555~590
¨ Damanpour F.(1996)“Organizational Complexity and Innovation :Developing and Testing Multiple Contingency Models”,Management Science, Vol.42, pp. 693~716
¨ Davenport T. H.(1998)“Successful Knowledge Management Projects”Sloan Management Review pp.43~57
¨ Davenport T.H. and Klahr P.(1998)“Managing Customer Support Knowledge”, California Management Review,Vol.40(3),pp.195~208
¨ Davenport T. H.and Prusak L.(1998)“Working Knowledge: How Organizations Manage :What They Know.”Harvard Business School Press: Boston
¨ Davenport T. H., De Long D.W and Beers M.C.(1998)“Successful Knowledge Management Projects”,Sloan Management Review,pp.43~57
¨ Davenport T.H., Harris J.G. and Kohli,A.K.(2001)“How Do They Know Their Customers So Well”,MIT Sloan Management Review,Vol.42(2),pp.63~73
¨ Davenport T.H. and Klahr P.(1998)“Managing Customer Support Knowledge”, California Management Review,Vol.40(3),pp.195~208
¨ Day G.S.(1981)“The product life cycle :analysis and applications issues”Journal of Marketing,Vol.45,pp.60~67
¨ De Long D. W. and Fahey L.(2000)“Diagnosing Cultural Barriers to Knowledge Management”The Academy of Management Executive,Vol14(4),pp.113~127
¨ Demarest M.(1997)“Understanding knowledge Management”Long Range Planning, Vol.30(3), pp.317~472
¨ DenisonD.R.(1982)“The Climate, Culture and Effectiveness of Work Organizations :A Study of Organizational Behavior and Financial Performance”,Ph. D. Dissertation, University of Michigan, pp.53~67
¨ Diebold Group(1984)”MIS Telecommunications budgets and key Indicator”,The Didbold Group New York,NY
¨ Dierickx I. and Cool K.(1989)“Asset stock accumulation and sustainability of competitive advantage”,Management Science,Vol.35,pp.1504~1551
¨ Drucker P.F.(1985)“Innovation and Entrepreneurship :Practice and Principles”, Heinemann, London
¨ DruckerP.F.(1993)“Post-Capitalist Society”,London :Oxford, Butter worth Henemann , Harper Business
¨ Drucker P.F.(1999)“Knowledge-Worker Productivity :The Biggest Challenge”California Management Review
¨ Dyer J.H. and Jr.Gibb(1985)“The cycle of cultural evolution in organizations”, In Ralph H. Kilmann, Mary J. Saxton, Roy Serpa, and Associates(eds.),Gaining Control of the Corporate Climate,Jossey-Bass,pp.200~229
¨ Dyer J.H. and Nobeoka,K.(2000)“creating and managing a high-performance Knowledge-Sharing Network :The TOYOTA Case”,Strategic Management Journal, Vol.21,pp.345~467
¨ Dyer J.H.and Singh,(1998)“The Relational View Cooperative Strategy and Sources of Inter-Organizational Competitive Advantage”,The Academy of Management Review,Vol.23(4),pp.660~679
¨ Ellis T.S. and Webster R.L.(1999)“Innovativeness of information Systems Managers Toward Telecommuting :A Structural Equation Model”,The Journal of Computer Information System,Vol.39, pp.92~98
¨ Engel James F., Roger D. Blackwell and Paul W.Miniard (1995),“Customer Behavior, 8th ed.,”,The Drydem Press
¨ Fiedler K.D., Grover V. and Teng J.M.C.(1996)“An empirically devived taxonomy of information technology structure and its relationship to organizational structure”,Journal of Management Information Systems,Vol.13(1),pp.9~34
¨ Fiol C.M.and Lyles M.A.(1985),“Organizational Learning”,Academy of Management Review,Vol.10(4),pp.803~813
¨ Fornell C.(1992)“A National Customer Satisfaction Barometer: The Swedish Experience”,Journal of Marketing,Vol.63,pp.5~23
¨ Frankle E.G.(1990)“Management of Technology Change”, Kluwer Academic
¨ Friedlander Frank(1960)“Productivity and Job Satisfaction”,Personnel Psychology, Vol.13(3),pp.275~287
¨ Fukuyama F.(1995)“Trust :The social virtues and the creation of prosperity”, Hamis Hamilton, London
¨ Gabby S.M.and Leenders R.Th.A.J.(1999)“CSC :The structure of advantage and disadvantage”,In: Leenders ,R. Th.A.J. and Gabbay,S.M.(eds.),Corporate Social Capital and Liability,Boston : Kluwer Academic Publishers
¨ Gallouj,F. Les formes de(1991)“Innovation dans les services de con-seil(The forms of innovation in consultancy services)[J]”,Revue d’economic industrielle Vol.57.pp.25~45
¨ Garcia-Murillo M. and Annabi H.(2002)“Customer Knowledge Management”, Journal of the Operational Research Society,Vol.53(8),pp.875~884
¨ GarlunicD.C. & Rodan S.(1998)“Resource recombination in the firm: knowledge structures and the innovation”Strategic Management Journal, Vol.19,pp. 1193~1201
¨ Garrity E. J. and Siplor J. C.(1994) “Multimedia as a Vehicle for Knowledge Modeling in Expert system” Expert system with Application , Vol. 7(3),pp. 397~406
¨ Ghoshal S.and Nohria N.(1989)“International Differentiation with Multinational Corporations”,Strategic Management Journal,Vol.10,pp.323~337
¨ Gilbert Myran & Gordey-Hayes(1996)”Understanding The Process of Knoeledge Transfer to Achieve Successful Technological Innovation” Technovation, Vol.16(6),pp.301~312
¨ Glazer Rashi(1999)”Winning in Smart Markets”,Sloan Management Review, Summer, pp.59~69
¨ Gold A.H., Malhotra A.,and Segars A.H.(2001)“Knowledge Management :An Organization pp.185~214,Capabilities Perspective” ,Journal of Management Information System(18:1)
¨ Goodman R.A.(1968)“A System Diagram of the Functions of A Manager”, The California Management Review, Vol .X(4),Summer ,pp.27~38
¨ Gordon L.(1999)“The Intelligence Behind CRM”,Inform,Nor/Dec,pp.19~24
¨ Granovetter M.S.(1973)“The strength of weakties”,American Journal of Sociology,Vol.78,pp.1360~1380
¨ Granovetter M.S.(1985)“Economic Action and Social Structure :the Problem of Embeddedness”,American Journal of Sociology,Vol.91(3),pp.481~510
¨ Grant R.M.(1991)“The Resource-Based Theory of Competitive Advantage : Implications for Strategy Formulation”,California Management Review,Vol. 33(3), pp.114~135
¨ Grant R.M.and Baden-Fuller C.(1995)“A knowledge-based theory of inter-firm collaboration”, Academy of Management Journal of Best-Papers Proceedings, pp.17~21
¨ Greenberg(1999)“Managing Behavior in Organizations”,Upper Saddle River, NJ :Prentice-Hall
¨ Griffin J.(1995)“Customer Loyalty: How to Earn It, How to Keep It”, Lexington Books,New York,pp.36
¨ Griffin J.(1996)“The Internet’s Expanding Role in Building Customer Loyalty”, Direct Marketing , Vol.59(7),pp.50~54
¨ Gulati R.(1998)“Alliances and networks”,Strategic Management Journal, Vol.19, pp.293~317
¨ Gulati R.(1999)“Network location and learning :the influence of network resources and firm capabilities on alliance formation”,Strategic Management Journal, Vol.20(5),pp.397~420
¨ Gupta A. K. and Govindarajan V.(2000) ”Knowledge Management’s Social Dimension :Lessons From Nucor Steel”Sloan Management Review, pp.71~80
¨ Gupta A.K., Raj S.P. and Wilemon D.(1986)“A Model for Studying R&D-Marketing Interface in the Product Innovation Process”,Journal of Marketing Vol.50(2),pp.7~17
¨ Hage J.and Deawr R.E.(1973)“Values Versus Organizational Structure in Predicting Innovation”,Administrative Science Quarterly,Vol.18,pp.270~290
¨ HamelG..(1998)“Opinion Strategy Innovation and the Quest for Value”,Sloan Management Review,Vol.39(2),PP.7~14
¨ Hamel G..and Heene C.(1994)“The Concept of Core Competence”,New York :Wiley, Chichester
¨ Hedlund G.. and Nonaka I.(1993)“Models of Knowledge Management in the West and Japan”In, P. Lorange, B. G. Chakravarthy , J, Riis and H. Van de Ven (Eds.),Implementing Strategic Processes, Change, Learning, and Cooperation. Basil Blackwell, London, pp.117~144
¨ Hamel G. and Peter Skarzynski(2001)“Innovation :The new route to wealth”, Journal of Accountancy, Vol.5(192),pp.65~68
¨ Hersey Paul and Blanchard Kenneth H.(1998)“Management of Organizational Behavior”,Englewoodkd cliff, NJ :Prrentice-Hall
¨ Heskett J.L., Jones T.O., Loveman G.W., Sasser W.E. and Schlesinger L.A.(1994)“Putting the Service Profit Chain to Work”,Harvard Business Review, Vol. 72(2), pp.164~174
¨ Hibbard J.(1997)“Knowledge What We Know ”Information Week, Vol.653,pp. 46~64
¨ Higgins J.W.(1995)“Innovation : the Core Competence”,Planning Review, Vol.23(6), pp.32~35
¨ Hill Charles W.L. and Jones G.R.(2004)“Strategic Management Theory :A Integrated Approach”,4th ed., Boston :Houghton Mifflin, pp.7
¨ Holt K.(1983)“Product Innovation Management”,Butterworths,2nd ed., pp.50~51
¨ Holt K.(1988)“The Role of the User in Product Innovation”,Tech-innovation, Vol.12,pp.53~56
¨ Huber G.. P.(1991) “Organizational Learning: The Contributing Processes and the Literatures”Organization Science, Vol.2 ,pp.88~115
¨ Hull F. and Hage J.(1982)“Organizing for Innovation :Beyond Burns and Stalker’s Organic Type”,Sociology,Vol.16,pp.564~577
¨ Huseman R. C. and Goodman J. P.(1999)“Leading with Knowledge: The Nature of Competition in the 21st Century”Sage, California
¨ Jacobs J.(1965)“The Death and Life of Great American Cities”, London : Penguin Books
¨ Jaworski B.J. and Kohli A.K.(1993),”Market Orientation: Antecedents and Consequences”, Journal of Marketing,Vol.57(July),pp.1~18
¨ Johne F.A.(1996) “Avoiding Product Development Failure is not Enough”, European Management Journal, Vol.14,pp.176~180
¨ Johne F.A.(1998) “Using mark vision to steer innovation”,Technovation, Vol. 19, pp.203~207
¨ Johnson S.P.,Menor, A. V., and R. B. Chas(2000)“A critical evaluation of the new service development process : integrating service innovation and service design”,In : Fitzsinnons, J. A., and M. J. Fitzsinnoms (eds.),New service development---creating memorable experience, Sage Publications
¨ Kale P., Singh,H., and Perlmutter,H.(2000)“Learning and protection of proprietary assets in strategic alliances :Building relational capital”,Strategic Management Journal,Vol.21,pp.217~237
¨ Kast F.E. and Rosenzweing J.E.(1985) “Organization and Management : A System and Contigency”
¨ Kimberly J.R.(1967),”Organizational Size and Structuralist Perspective: A Review, Critique, and Proposal”, Administrative Science Quarterly, Vol.21(4), PP.571~597
¨ King E. M. and Anderson ,N(1995).“Innovation and change in organizations”, Englewood Cliffs, N. ,J. :Prentice-Hall
¨ Knapp E. M.(1998)“Knowledge Management Business and Economic Review”, Vol.44,pp.3~6
¨ Kock N. and Mc Queen R.(1998)“Knowledge and Information Communication in Organizations: an analysis of core, support and improvement processes”Knowledge and Process Management, Vol.5(1),pp.29~40
¨ Koenig M.E.and Srikantaiah,T.K.(2000)“The Evolution of Knowledge Management”,Medford,NJ :Information Today
¨ Koka B.R.and Presctoo,J.E.(2002)“Strategic alliances as social capital :A multidimensional view ”,Strategic Management Journal,Vol.23(9),pp.794~816
¨ Kolakota,Ravi and Marcia Robinson(1999),“e-Business-Roadmap for success”,Addison-Wesley
¨ Kotler P.(1988)“Marketing Management :Analysis., Planning., Implementation and Control”,9th ed., Englewood Cliffs, N.J.:Prentice-Hall,pp.6
¨ Kotler P.(2000)“Marketing Management,10th ed.,”,Prentice Hall
¨ Kotler P.(2000)“Marketing Management :The Asian View-Perspective Prentice Hall”
¨ Kotler P., Somkid Jatusripitak and Suvit Maesincee(1997)“The marketing of nationals :a strategic approach to building national wealth”,New York :Free Press
¨ KrawiecF.(1984),“Evaluating and Selecting Research Projects by Scoring ”, Research Management,Vol.27(2),pp.21~26
¨ Laurie J.(1997)“Harnessing The Power of Intellectual Capital Training & Development”Management Accounting, pp.49~53
¨ Leana C.R. and Van Buren,H.J.(1999)“Organizational social capital and employment practices”,Academy of Management Review,Vol.24,pp.538~555
¨ Lee J.H.and Kim Y.G.(2001)“A Stage model of Organizationa Knowledg Management :a Latent Content Analysis”Expert Systems with Applications, Vol.20,pp.299~311
¨ Li L. and Calantone R. J.(1998)“The Impact of Market Knowledge Competence on New Product Advantage :Conceptualization and Empirical Examination”,Journal of Marketing,Vol.62(October),pp.13~29
¨ Li L. and Ogunmokun,G.O.(2001)“The influence of interfirm relational capabilities on export advantage and performance :An empirical analysis”, International Business Review,Vol.10,pp.399~420
¨ Liebowitz Jay(1999)“Building Organizational Intellgence”,CRR Press
¨ Lin T.(2001)“10C model of CRM”,NSYSU, working paper
¨ Lorenzoni,G. and Lipparini,A.(1999)“The leveraging of interfirm relationships as a distinctive organization capability : A longitudinal study”,Strategic Management Journal,Vol.20,pp.317~338
¨ Lovelock C.H.(1996)“Product Plus :How Product+ Service=Competitive Advantage”, McGraw Hill
¨ Lysonski S., Levas M. and Lavenka N.(1995)“Environmental uncertainty and organizational structure :a product management perspective ”,Journal of Product and Brand Management,Vol4(3),pp.7~18
¨ Machlup F. and Mansfield U.(1983)“Semantic quirks in studies of information”The study of information, New York
¨ MahoneyJ.T. and Pandian R. J.(1992)“The Resource-Based View within the Convesaion of Strategic Management”,Strategic Management Journal,Vol. 13(5),pp.363~381
¨ Majaro S.(1991)“The Creative Marketer”, London, Butter worth- Heinemann LTD.
¨ Malhotra Y.(1998)“World Wide Web Virtual Library on Knowledge Management”, http://www.brint.com./km/
¨ Mayo A.(1998)“Memory Bankers”People Management, Vol.4(2),pp34~38
¨ McEvily B. and Zaheer A.(1999)“Bridging ties :a source of firm heterogeneity in competitive capabilities”,Strategic Management Journal,Vol.20(12),pp. 1133~1156
¨ Meeus M.T. H. and Oerlemans L.A.G.(2000)“Firm Behavior and Innovative Performance : An Empirical Exploration of the Selection-Adaptation Debate”, Research Policy, Vol.29(1),pp.41~58
¨ Messmer Max.(2001)“Capitalizing on corporate culture”,The Internal Auditor, Vol.58(5), pp.38~45
¨ Miller J.A.(1998)“Studying Satisfaction, Modifying Models, Eliciting Expectation, Posing Problem, and Making Meaningful Measurements”, Marketing Science Institute,Cambrde,MA.pp.72~91
¨ Mintzberg H.(1983)“Structure in Fives :Designing Effective Organizations”, permission of Prentice Hall,pp.194, Englewlld Cliffs, NJ.
¨ Mitchell M.A. and Donald Yate(2002)“How to use your organizational culture as a competitive tool”,Nonprofit World Madison, Vol.20(2), pp.33~34
¨ Morris T.(2000)“Custom made:Adding value to your E-business strategy”, CMA Management,Vol.74,pp.38~42
¨ Moser,M.R.(1985),“,Measuring Performance in R&D Settings”,Research Management,Vol.28(5),pp.31~34
¨ Murray A. J.(1996)” What is Knowledge Management” http://www.brint.com.tw/whatis.html
¨ Nahapiet J. and Ghoshal S.(1998)“Social capital, intellectual capital, and the organizational advantage”,The Academy of Management Review,Vol.23,pp. 242~266
¨ Ndeleal,L.T. duToit,A.S.A.(2000)“Establishing a knowledge management programmer for competitive advantage in an enterprise”,International Journal of Information Management Vol.21(2),pp.151~165
¨ Ness J.A.(2001)“The Role of ABM in Measuring Customer Value”Strategic Finance, Vol.82,pp.44~49
¨ Nonaka I.(1990)“a theory of organization knowledge creation”, Tokoyo : Nihon-Keizai-Shimbunsha(in Japanese)
¨ Nonaka I.(1994)“A Dynamic theory of organizational knowledge creation”, Organization Science,Vol.5(1),pp.18~38
¨ Nonaka I. and Takeuchi H.(1995)“The Knowledge Creating Company: How Japanese Companies Create the Dynamics of Innovation,”New York: Oxford University Press
¨ Nonaka I., Toyama R. and N. Konno(2000)“SECI, Ba and Leadership :a unified model of dynamic knowledge creation”Long Range Planning,33,pp.5~34
¨ Nonaka I. Toyama R. and Nagata A.(2000)“A Firm as a Knowledge-creating Entity: A New Perspective on the Theory of the Firm”Industrial and Corporate Change, Vol.9(1),pp.1~20
¨ Nunnally J.C.(1978)”Psychometric Theory” New York :McGraw-Hill
¨ O’Dell C.(1998)“If Only We Knew What We Know”New York, The Free Press
¨ Ostrom A.and Iacobucci D.(1995)“Consumer Trade-gOffs and the Evaluation of Services”,Journal of Marketing,Vol.59,pp.17~28
¨ Ott J.(2000)“Customer Services Drive Yield More Coach Space”,Aviation Week & Space Technology Review,Vol.152,pp.50~51
¨ Ozsomer A., Calantone R.J. and Bonetto A.D.(1997)“What Makes Firms More Innovative? A Look at Organizational and Environmental Factors”,Journal of Business and Industrial Marketing,Vol.12,pp.140~446
¨ Parasuraman A(1997)“Reflections on Gaining Competitive Advantage Through Customrer Value”,Academy of Marketing Science Journal,Vol.25(2),pp. 154~161
¨ Payne R.L. and Mansfield R.(1976)“Relationships of perceptions of organizational climate to organizational Structure, Context,and Hierarchical Position”,Administrative Science Quarterly,Vol.21,pp.515~526
¨ Pearce J.L. and Randel A.E.(2004)“Expectations of organizational mobility, workplace social inclusion, and employee job performance”,Journal of Organizational Behavior,Vol.25,pp.81~98
¨ Pennings J.M., Lee K. and Van Witteloostuijn,A.(1998)“Human capital , social capital, and firm dissolution”,Academy of Management Journal, Vol. 41,pp.425~440
¨ Penrose E.T.(1959)“The theory of the growth of the firm”,New York :John Wiley
¨ Penrose E.T.(1960)“The Theory of the Growth of the Firm”Oxford :Blackwell
¨ Peppers D.,Rogers M. and Dorf B.(1999)“Is Yorur Company Ready for One-to-One Marketing”Harvard Business Review,pp.151~160
¨ Peteraf M.A.(1993)“The cornerstones of competitive advantage :A resource-based view”,Strategic Management Journal,Vol.14(3),pp.179~191
¨ Pettigrew A.M.(1983)“On Studying Organizational Cultures”,Administrative Science Quarterly, Vol.28
¨ Porter Michael E.(1990)“The Competitive of Nations”,The Free Press
¨ Porter and Sensenbrenner J.(1993)“Embeddeness and immigration :notes on the social of economic action”,American Sociological Review,Vol.62,pp. 1320~1350
¨ Powell W.W., Kogut K.W., and Smoth-Doerr L.(1996)“Interorganizational collaboration and locus of innovation :Networks of learning in biotechnology”, Administrative Science Quarterly,Vol.41,pp.285~307
¨ Poynder R.(1998)“Getting to the Nuts and Bolts of Knowledge Management”Information World Review, pp.20
¨ Prahalad C.K. and Hamel G.(1990)“The Core Competence of the Corporation”, Harvard Business Review,pp.79~91
¨ Purser R.E., Pasmore W.A.(1992) Tenkasi.,and Ramkrishnan V. “The Influence of Deliberations on Learning in New Product Development Teams”, Journal of Engineering and Technology Management, Amsterdam
¨ Putnam,R.D.(1995)“Bowling alone :America’s declining social capital”, Journal of Democracy,Vol.6,pp.65~78
¨ Quinn,James and Brian(1996)“Managing Professional Intellect: Making the Most of the Best”,Harvard Business Review,Vol.74(2),pp.71~80
¨ Quintas P.(1997)“Knowledge Management: A Strategic Agenda”Long Range Planning, Vol. 30(3), pp.385~391
¨ Rawingsm I (1999)“Using Data Mining and Warehousing for Knowledge Discovery”,Computer Technology Review,Vol.19,pp.20~22
¨ Reichheld F.F.(1996)“The Loyalty Effect”,Harvard Business School Press
¨ Reichheld F.F. and Sasser W.E.Jr.(1990)“Zero Defections :Quality Comes to Services”,Harvard Business Review,Vol.68(5),pp.105~111
¨ Robbins S.P.(1996)“Organizational Behavior :Concepts, Controversies and Applications ”,Englewood Cliffs ,N.J. Prentice-Hall
¨ Robbins S. P.(1996)“Organization Behavior”,Englewood Cliffs, New Jersey Prentice-Hall International Inc
¨ Robert Dubin(1965)“Supervision and Productivity :Empirical Findings and Theoretical Considerations”,In Dubin et al(eds.),Leadership and Productivity, San Francisco :Chandler Publishing Co.,
¨ Rosenthal,E.A.(1996)“Social networks and team performance”,Unpublished doctoral dissertation, University of Chicago
¨ Ross I.C. and A. Zander(1957)“Need Satisfaction and Employee Turnover”, Personnel Psychology,Vol.10,pp.327, Autumn
¨ Sandvik I. and Sandvik L.K.(2003)”The Impact of Market orientation on Product Innovationess and Business Performance”,Internation Journal of Research in Marketing,Vol.20(4),pp.355~376
¨ Sarvary M.(1999)“Knowledge Management and Competition in the Consulting Industry”California Management Review,Vol.41.pp.95~107
¨ Schein E.H.(1985)“Organizational Culture and leadership”,Jossey-Bass, San Francisco,CA
¨ Schein E.H.(1996)“Three cultures of management ;The key of organizational learning”,Sloan Management Review, Vol.38(1),pp.9~20
¨ Schepers Jorg., Ralf Schnel and Pat Vroom(1999)“From ideas to business-how Simons bridges the innovation gap”,Research Technology Management; Washington, Vol.3(42), pp.26~31
¨ Schulz M. & Jobe L. A.(2000)“Codification and Tacitness as knowledge management strategies: An empirical exploration”Journal of high Technology Management Research, Vol.12(1),pp.476~487
¨ Sciulli L.M.(1998)“How Organizational Structure Influences Success in Various Types of Innovation”,Journal of Retail Banking Service,Vol.20,pp.13~18
¨ Scott S.G.and Burce, R.A.(1994)“Determinates of innovative behavior. A path model of individual innovation in the workplace”,Academy of Management Journal,Vol.37(3),pp.580~607
¨ Sena J.A.and Shani A.B.(1999)“intellectual Capital and Knowledge Creation; Towards an Alternative Framework in Knowledge Management Handbook”New York; CRC Press
¨ Shrivastava P. and Souder W.E.(1987)“The Strategic Management of Technological Innovations : A Review and a Model”, Journal of Management Studies, Vol.24(1),pp.25~41
¨ Shumpeter J.(1942)“Capitalism., Socialism and Democracy”,N.Y.:Harper & Row
¨ Singh J.(1991)“Understanding the Structure of Consumers’ Satisfaction Evaluation of Service Delivery”,Journal of the Academy of Marketing Science, Vol.19(3),pp.223~244
¨ Sinkula J.M.(1994), “Market Information Processing and Organizational Learning”,Journal of Marketing,Vol.58(1),pp.35~45
¨ Sivadas E.and Dwyer F.R.(2000)“An examination of organizational factors influencing new product success in internal and alliance-based processes”, Journal of Marketing,Vol.64(1),pp.31~49
¨ Slate S.F. and Narver J.C.(1995) “Does Competitive Environment Moderate The Market Orientation-Performance Relationship?”,Journal of Marketing Vol.58(1), pp.46~55
¨ Slate S.F. and Narver J.C.(2000)”Intelligence Generation and Superior Customer Value”,Journal of the Academy of marketing science,Vol.28(1),pp.120~127
¨ Smircich L.(1983) “Concepts of Culture and Organizational Analysis”, Administrative Science Quarterly,Vol.28,pp.339~358
¨ Spanos Y.E. and Lioukas S.(2001)“An Examination into the Causal Logic of Rent Generation :Contrasting Porter’s Competitive Strategy Framework and the Resource-Based Perspective”,Strategic Management Journal,Vol.22,pp. 907~934
¨ Spek and Spijkervet(1997)“Knowledge Management: Dealing Intelligently With Knowledge”
¨ Spengler B.(1999)”kk Computer World”,Vol.33.pp.60~62
¨ Spiegler I.(2003)“Technology and knowledge: bridging a generating gap”Information and Management,Vol.40,pp.533~539
¨ Staniland M.(1985)“What Is Political Economy? A Study of Social Theory and Underdevelopment”,Yale University Press
¨ Stanley A.B.(2000)“Customer Relationship Management(a strategic imperative in the world of e-business)”
¨ StewartT.A.(1997)“Intellectual Capital: The New Wealth of Organizations”New York, Doubleday
¨ Stogdill R.M. and Coons A.E.(1951)“Leader Behavior :Its Description and Measurement, Research Monograph”,No.88, Columbus :Ohil State University Bureau of Business Research
¨ Stone M., Woodcock N. and Wilson M.(1996)“Managing the Change from Marketing Planning to Customer Relationship Management”,Long Range Planning, Vol.29(5), pp.675~683
¨ Storey C,. and Easingwood C. J.(1999)“Types of new product performance : evidence from the consumer financial sector”,Journal of Business Research, Vol.46,pp.193~203
¨ Storey C,. and Kelly D. (2000)“New service development :initiation strategies”,International Journal of Service Industry Management, Vol.11(1), pp.45~62
¨ Strauss, Judy and Raymond Frost(2001)“E-Marketing”, Upper Saddle River,NJ: Prentice-Hall
¨ Sveiby K. E.(1997)“The Organization Wealth :Managing &Measuring Knowledge---Base Assets”Berrett-Koehler Publisher
¨ Sveiby K. E.(2001) “A knowledge-based theory of the firm to guide in strategy formulation”Journal of Intellectual Capital ,Vol.2(4),pp.344~358
¨ Swift R.S.(2000)“Accelerating Customer Relationships: Using CRM and Relationship Technologies”,Upper Saddle River, New Jersey: Prentice-Hall
¨ Swift R.S.(2001)“Accelerating Customer Relationships”,Prentice-Hall
¨ Tannenbaum S.I., and Dupuree-Bruno L.M.(1994)“The Relationship Between Organizational and Environmental Factors and the Use of Innovative Human Resource Practices”,Group and Organization Management,Vol.19, pp.171~202
¨ Tax S. S. and I. Sruart.(2001)“Designing and implements to the transfer of best practice within the firm”,Strategic Management Journal, Vol,17,wniter special issue ,pp.27~43
¨ Teece D. J(1998)“Capturing Value from Knowledge Assets :The New Economy, Markets For Know-how, and Intangible Assets”,California Management Review , Spring,pp.713~740
¨ Ticky N.M. Tushman M.L. and Fombrun C.(1979)“Social Network Analysis for Organization”,Academy of Management Review,Vol.4(4),pp.507~519
¨ Tiwana A.(2000)“The Essential Guide to Knowledge Management”,Prentice Hall PTR, Upper Saddle River, NJ
¨ Tiwana A.(2001)“The Essential Guide to Knowledge Management”, Prentice Hall PTR, Upper Saddle River, NJ
¨ TiwanaA.(2000)“The Knowledge Management Toolkit”, Prentice-Hall,PTR
¨ Tsai W. and Ghoshal S.(1998)“Social Capital and Value Creation : The Role of Interim Networks”,Academy of Management Journal,Vol.41(4),pp.464~476
¨ Tucker B.R.(2001)“Innovation discipline”,Executive Excellence Provo,Vol. 18(9), pp.3~4, 2001
¨ Tuomi I.(2000)“data is more than knowledge: implications of the reversed knowledge hierarchy for knowledge management and organizational memory”Journal of Management Information System, Vol.16(3),pp.103~117
¨ Tushman M. L.and Nadler D.(1986)“Organizing for Innovation”,California Management Review,Vol.28(3),pp.74~93
¨ Tushman M.L. and O’Reilly C.A.(1996)“Ambidextrous Organizations: Managing Evolutionary and Revolutionary Change”,California Management Review, Vol.38(4), pp.8~30
¨ Ulrich D.and Lake D.(1991)“Organizational Capability :Creating Competitive Advantage”,Academy of Management Executive,Vol.5(1),pp.77~92
¨ Umiker William.(1999)“Organizational culture :The role of management and supervisors”,The Health Care Supervisor, Gaithersburg,Vol.17(4), pp.22~27
¨ Uzzi B.(1996)“The sources and consequences of embeddedness for the economic performance of organizations :The network effect”,American Sociological Review,Vol.61,pp.674~698
¨ Vancil R.F.(1973)“What Kind of Management Control Do You Need?”, HBR, March-April,pp.76~80
¨ Vijay S.(1983)“Implications of Corporate Culture : A manager’s Guide to Action”,Organization Dynamics, San Francisco : Jossey-Bass
¨ ViolinoB.(1999)“Customer at the Core”,Informationweek Iss.754, pp. 302~308
¨ Voss C.R., Johnston R. Silvestro L., Fitzgerald and Brignall T.(1992)“Measurement of innovation and design performance in service”, Design Management Journal pp.40~46
¨ Wagner R.K. and Sternberg R.J.(1990)“Street smarts”,In K.E. Clard and M.B. Clark(eds.),Measures of leadership WestOrange ,NJ :Leadership Library of America
¨ Walker G. Kogut,B. and Shan,W.(1997)“Social Capital, Structural Holes and the Formation of an Industry Network”,Organization Science,Vol.8(2), pp. 109~125
¨ Ward J. and Griffiths P.(1997)“Stragegic Planning for Information Systems.2nd ed.”,Chichester,England :John Wiley & Sons,Inc., pp.86
¨ Wayland R.E.,and Cole P.C. (1997)“Customer Connections :New Strategies for Growth”,Harvard Business School Press
¨ Webster F.E.(1994)“Defining the New Marketing Concept”,Marketing Management , Vol.2, pp.22~31
¨ Wernerfelt B.(1984)“A resource-based view of the firm”,Strategic Management Journal , Vol. 5(1),pp.171~180
¨ Wernerfelt B.(1989),“From Critical Resources to Corporate Strategy”,Journal of General Management,Vol.14(3),pp.4~12
¨ Westbrook Robert A.(1980)“A Rating Scale for Measuring Product/Service Satisfaction”,Journal of Marketing, Chicago,Vol.44,Fall,pp.68~72
¨ White R.(1976)“Consumer Product Development ”,Penguin Book
¨ White J.K. and. Ruh R.A(1973)“Effects of Personal Values on the Relationship between Participation and Job Attitudes”,Administrative Science Quarterly, Vol. 18(4),pp.506~514
¨ Wiig K. M(1983).“knowledge Management Foundations Thinking about Thing-How People and Organizations Create”represent and use knowledge Arlington, TX
¨ Wiig K. M.,Robert D. H. and Rob V. D.S.(1997)“Supporting Knowledge management: A selection of methods and techniques”Expert System with Application,Vol.13(1),pp.15~27
¨ Wiley John & Sons(1964)“Work and Motivation”,New York
¨ Wilkin P.H.(1985)“The Nature of Entrepreneurship, Entrepreneurship : A Comparatirv and Historical Study”,Ablex Publishing Corp., Norwood, N.Y.,HB 615 Wil Preface,xi-xii,pp.56~75
¨ Winograd T.and Flores F.(1994)“Understanding Computers and Cognition”, Addison-Wesley Publishing Company: A New Foundation for Design, Ninth printing
¨ Wolfe R. A.(1994)“Organizational innovation: Review, critique and suggested researvh directions”,Journal of Management Studies,Vol.31(3), pp.405~430
¨ Woods J.A. and Cortada, J.W.(2000)“Knowledge management---Periodicals,” The knowledge management yearbook, Boston, Butter worth Heinemann
¨ Woodside A.G. Frey L.L.and Daly R.T.(1989)“Linking Service Quality, Consumer Satisfaction and Behavioral Intention”,Journal of Health Care Marketing Vol.9(4),pp.5~17
¨ Yli-Renki H., Autio,E. and Sapienza,H.J.(2001)“Social capital, knowledge acquisition and competitive advantage in technoloby-based young firms”, Strategic Management Journal,Vol.22,pp.587~613
¨ Zack M. H.(1999)“Managing Codified Knowledge”Sloan Management Review, Vol.40(4),pp.45~58