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科技顾问服务业中客户参与价值共创之研究

【中文摘要】:台湾近年因应政府政策以及频繁的资讯安全事件,多数公私立机构参考国际标準资讯安全管理系统(ISMS)建立组织自身的资安管理架构,期望藉由此管理机制的建立,能够优化组织资讯管理的完整性并降低资讯安全事件的发生风险。在顾问辅导的过程中,除了顾问本身的专业投入之外,顾客的配合与认同更是专案成功与否的关键。
本研究以量化与质性并重的模式,以知识移转为两造价值共创的成果表现为基準,先透过问卷调查方式,了解提升服务品质的顾问关键能力,以及顾客端应当具备的互补资产。再以个案访谈的方式,深度探索在顾问辅导的过程中,所展现与缺乏的关键能力,并且观察与分析顾客的互补资产是否完整到位,并在各阶段里有否产生其资产

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me_center]价值,以及在最后是否让组织产生效益。
研究发现专业知识与技能是顾问的基础能力,还必须拥有良好的沟通能力,而其沟通能力有可细分为听(观察与认知)与说(阐述与传递)的能力,其能力将决定于顾客对于顾问辅导品质与满意度的关键。而在顾客的互补资产中发现,组织策略的整合以及建构的管理系统是否相容于组织营运流程中,将决定本系统成功与否的关键。
唯有顾问的专业能力与沟通能力并用,加上顾客端互补资产确实的投入才能在互信的基础上进行价值共创,并达到完整知识移转的目标,使顾客能够善用所得之知识,满足营运需求,创造营运效益,方能得到正向的顾客服务品质评价。
【英文摘要】:React to the government policies and frequent information security events, most public and private institutions refer to Information Security Management System (ISMS) to construct itself information security management architecture. The organizations also expect to leverage the information security management architecture to develop the integrity and decrease the risks of information security. In this process, it is important that customers co-produce with the consultant. In addressing this issue, this study attempts to explore it from qualitative and quantitative. First, we conduct the survey by questionnaire attempting to understand how consultant capabilities and organizational complement assets influence co-production behaviors and knowledge transfer. In addition, we also hypothesized that co-production behaviors is positively associated with knowledge transfer. Second, we conduct the interviews by case to explore the consultant capabilities and organizational complement assets. And we attempt to understand how they conduct value co-production to enhance the organizational performance. Our research mentions that professional knowledge and skill are necessary acquisition for consultants. In addition, we also found that consultants must have go

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od competence of communication that can be classified into decoding and encoding. In the other hand, the success of system depends on the strategy integration and system compatibility with operational processes. The study results, based on data collected and interviews, confirmed our hypotheses that the complement assets and consultant competences are critical for co-production behavior. In addition, the critical role of co-production behaviors in knowledge transfer is reaffirmed. It also reveals that better knowledge transfer can enhance more service quality and then increase satisfaction.
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  • 来源:中山大学;作者:锺正敦
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