先前有學者提出客戶關係導向研究模型(CRMO)，作為工作領域務實管理的績效指標。然而，先前所提出的客戶關係導向模型所涵蓋的僅有動態能力 (DC)與知識管理能力(KC)。此模型的動態能力與知識管理能力並未著重於現今瞬息萬變的環境中如何影響一個公司的績效。因此，在本研究的客戶關係導向的研究模型中，深入探討知識管理能力(KC) 因子，並進一步將之詮譯為促進能力(EC)。　同時，另一個重要的敏捷能力(AC)因子，首次納入客戶關係導向模型中，並且運用於台灣交通運輸業，探討此模型對於運輸業的績效影響。此研究採用CFA 與SEM分析方法作為此模型的信度和效度分析，並探討它對於交通運輸業的績效指標與財務指標之影響是否顯著。根據研究結果，客戶關係管理導向模型對於交通運輸業績效指標與財務指標有正向與顯著的影響。

Previously some scholars have proposed the CRMO scale to apply in the work field as a benchmark for the pragmatic managers. However, the previously proposed CRMO scale comprised dynamic capabilities (DC) and knowledge capabilities (KC), which did not focus on how DC and KC affect a firm’s performance and competition in contemporary rapid changed environments. Therefore, in this study, CRMO scale has been further discussion the dimension of KC as an enabler in CRMO scale. It was interpreted as Enabling Capabilities (EC) in this advanced study. Meanwhile, the critical dimension and function of Agile Capabilities (AC) had been comprised in the CRMO of this study to fill in this gap. This study addressed the advanced CRMO scale and unprecedented tested its influence toward a firm’s performance in Taiwan transportation industry. This study adopted CFA and SEM to testify CRMO scale and its impact on a firm’s performance, which included two aspects as market and financial performance, in Taiwan transportation industry. The results indicated there is a significant positive correlation between CRMO scale and a firm’s business performance.

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