政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/77349
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  全文筆數/總筆數 : 113311/144292 (79%)
造訪人次 : 50941289      線上人數 : 954
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
搜尋範圍 查詢小技巧：
  • 您可在西文檢索詞彙前後加上"雙引號"，以獲取較精準的檢索結果
  • 若欲以作者姓名搜尋，建議至進階搜尋限定作者欄位，可獲得較完整資料
    •  進階搜尋


    請使用永久網址來引用或連結此文件: https://nccur.lib.nccu.edu.tw/handle/140.119/77349


    題名: 替代性學習對顧客關係管理採用決策之研究
    其他題名: Vi Carious Learning and Customer Relationship Management Adoption.
    作者: 巫立宇
    貢獻者: 企業管理學系
    關鍵詞: 替代性學習;顧客關係管理;機構壓力;績效回饋學習;採用決策
    vicarious learning;customer relationship management;institutional pressures;performance feedback learning;adoption decision.
    日期: 2014
    上傳時間: 2015-08-04 15:42:08 (UTC+8)
    摘要: 本計畫旨在探究替代性學習如何影響顧客關係管理的採用決策、採用程度及採用後的調整，並以 調查法為替代性學習理論提供直接證據。第一年計畫整合替代性學習理論與組織特性，延伸替代性學 習理論在組織推估採用顧客關係管理成本效益的內涵，具體而言，過去替代性學習理論忽略了組織在 採用時的轉換成本與機會成本，本計畫此二種成本納入，以期貢獻於替代性學習的解釋能力。第二年 計畫則加入機構壓力的調節角色，文獻指出廠商採用顧客關係管理的動機同時包含管理效率的提升及 正當性的取得，且採用動機的不同對於 CRM 採用程度有關鍵性的影響，但鮮少研究廠商在採用時如 何平衡管理效率與正當性的動機；第三年計畫探究在採用顧客關係管理後，廠商的替代性學習會如何 影響顧客關係管理使用程度的調整，比對績效回饋學習與替代性學習的相對效果及兩者的交互作用效 果，以期對組織學習理論有所貢獻。研究結果將可使廠商更有效地運用替代性學習，(1) 使廠商免於 因忽略對轉換成本與機會成本而誤算了採用顧客關係管理的成本效益；(2) 在高度機構壓力下，廠商 可能因快速採用而忽略了管理效率提升上的效益；(3) 採用後廠商可如何同時運用績效回饋資訊及替 代性學習資訊，來調整顧客關係管理的使用程度。
    This study is to investigate how firms’ vicarious learning influences their decisions on customer relationship management (CRM) adoption, the degree of usage, and the modification after adoption. Because vicarious learning theory is mostly tested by secondary data in past research, we try to provide direct evidences by survey design. In the first year of the study, we combine vicarious learning variables and organizational characteristics as influencers of firms’ perceived cost/benefit of adoption in order to extend the applications of vicarious learning theory. Specifically, this study considers the switch and opportunity costs of CRM adoption, which has been paid less attention in past research, to contribute the literatures on both vicarious learning and CRM. In the second year, this study further investigates the moderating role of institution pressures on the relationship between vicarious learning and CRM adoption. Past research has indicated that firms are motivated to adopt CRM in order to enhance their management efficiency as well as to obtain legitimacy. Some researchers suggested that different motivations of firms’ adoption have critical impacts on the degree of CRM usage. Few studies have investigated how firms balance their motivations of enhancing management efficiency and obtaining legitimacy simultaneously when they make the adoption decisions. In the third year, this study investigates how firms’ vicarious learning influences their modification on the degree of CRM usage after adoption. We compare the relative impacts of performance feedback learning and vicarious learning and examine the interaction of both in order to contribute to the organizational learning theory. As a whole, the results of the present study will help firms to use vicarious learning more effectively in the three ways. (1) Firms need to take switch and opportunity costs into account when estimating the cost/benefit of CRM adoption. (2) Under highly institutional pressures, firms may neglect the benefits from enhancing management efficiency because of quickly adoption. (3) Firms can learn how to modify the degree of CRM usage through performance feedback learning and vicarious learning simultaneously after CRM adoption.
    關聯: NSC102-2410-H004-155-SS3
    PF10301-0840
    資料類型: report
    顯示於類別:[企業管理學系] 國科會研究計畫

    文件中的檔案:

    檔案 描述 大小格式瀏覽次數
    102-2410-H-004-155-SS3.pdf529KbAdobe PDF2299檢視/開啟


    在政大典藏中所有的資料項目都受到原著作權保護.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - 回饋