請用此 Handle URI 來引用此文件: http://hdl.handle.net/11455/25023
標題: 台灣電信產業競爭階段分析與動態競爭之研究 -以A電信業者為例
The Analysis of the Competition Stage in Taiwan Telecommunication Industry and Research on the Competitive Dynamics - A Case Study of A Telecom
作者: 蘇柏勛
Su, Po-Hsun
關鍵字: 服務品質;創新能力
Service Quality
顧客導向
核心能力
管理機會矩陣
服務業競爭階段
Ability of Innovation
Customer-Oriented
Core Competencies
Management Opportunity Grid
Competition Stage
出版社: 高階經理人碩士在職專班
引用: 一、 中文部分 1.王明坤,黃國平(2011),電信解除管制後新產品服務知覺品質、服務等候、企 業形象與知覺價值對消費者行為意向之影響-台灣三大電信公司服務競爭模型之 比較,電子商務學報,13(2),303-338。 2.朱國瑋( 2009),「 台灣電信產業行動加值服務策略分析」碩士論文,中原大學 資訊管理研究所。 3.何紹華、王培林(2008),服務科學背景下圖書情報機構的服務創,教育資料與圖 書館學,45(3),357-370。 4.吳信宏( 2009), 服務科學的最近發展.,品質月刊,45(3),29-32。 5.吳思華( 2002),從製造台灣到知識台灣,載於金誠(Kim, W. Chan)等著,應小 端譯,創新,台北:天下遠見。 6.周彥宏(2003),「技術創新績效指標模式之建立」碩士論文,南臺科技大學企業 管理系。 7.林文寶,吳萬益( 2004),以組織學習觀點探討知識整合及運作特性對核心能力 影響之研究,臺大管理論叢, 15(2),165-197。 8.林玉惠(2008),「製造業轉型為服務導向企業之研究: 以服務科學的觀點」碩士 論文,國立中興大學科技管理研究所。 9.胡金糸(2003),「電信服務業客服中心服務品質之研究: 以 A 公司為例」碩士論 文,國立中山大學企業管理學系。 10.孫碧娟、蔡博宸(2006),買賣關係中信任之前置因素與結果-台灣電信產業之 實證研究,行銷評論,3(3): 333-347。 11.陳右勳(2004),顧客導向的知識創新管理, Journal of China Institute of Technology,30。 12.陳君汝(2009),「從動態能力觀點探討企業轉折過程-以電信服務業者為例」碩 士論文,國立台灣科技大學科技管理所。 13.陳怡伶、丘宏昌、謝依靜、張文華(2006), 網路企業關係結合方式與顧客滿意 度之關係: 不同知覺價格下之分析,臺大管理論叢,16(2), 51-71。 14.陳明哲、 林豪傑、喬友慶、 侯勝宗( 2010),動態競爭,台北:智勝文化事業 有限公司。 15.陳昭寬(2007),「中華電信競爭策略與成長分析之個案研究」碩士論文,國立中 興大學高階經理人碩士在職專班。 16.陳鉦達(2002),「企業形象、服務補救期望與補救後滿意度關係之研究」碩士論 文,中國文化大學國際企業管理研究所. 17.陳韶伶(2006),「電信服務業之區域化策略研究-以 SingTel 為例」碩士論文, 國立台灣大學國際企業學研究所。 18.湯明哲( 2003),策略精論: 基礎篇,台北: 天下遠見。 19.溫俊瑋(2008),「電信服務業於地理擴張與經營型態之策略選擇」碩士論文,東 吳大學企業管理學系。 20.廖焜熙( 2012),服務品質、顧客滿意度、顧客忠誠度關係之實證研究-以行動電 信業為例, International Journal of Lisrel,5(1),51-72。 21.蔡榮松( 2007),「企業形象、服務品質及企業信任對購買意願的影響-以價格知 覺為干擾變數」碩士論文,義守大學管理研究所。 22.鄭文助(2009),運用線性結構關係模式探討促銷活動、商店形象、服務品質與 顧客忠誠度關係之研究,高雄師大學報: 教育與社會科學類,(26),83-103。 23.諶家蘭、吳怡靜( 2005),技術創新策略, 競爭環境, 和績效之關聯性研究: 以 國內通訊和電信產業為例,管理與資訊學報,(10),171-203。 24.謝效昭、李美玉(2008),專案經理關係行銷與服務品質知覺、顧客忠誠度之關 聯探討, 東吳經濟商學學報,(60),133-158。 25.簡竹屏( 2005),「內部行銷、顧客導向、工作滿足關係之研究-公、民營企業之 比較」碩士論文,朝陽科技大學企業管理系。 26.顏世坤( 2006),「應用無線通訊技術 (WiMax/WiFi) 於第一類電信服務業 (民營 固網營運商) 之營運模式分析」碩士論文,國立台灣大學資訊管理系。 二、 英文部分 1. Anderson, E. W., & Sullivan, M. W. (1993)," The antecedents and consequences of customer satisfaction for firms," Marketing science, 12(2), 125-143. 2.Andreassen, T. W. (1999),"What drives customer loyalty with complaint resolution?" Journal of Service Research, 1(4), 324-332. 3.Avlonitis, G. J., Papastathopoulou, P. G., & Gounaris, S. P. (2001) ,"An empirically‐ based typology of product innovativeness for new financial services: Success and failure scenarios,"Journal of Product Innovation Management, 18(5),324-342. 4.Berry, L. L. (1995)," Relationship marketing of services—growing interest, emerging perspectives," Journal of the Academy of marketing science, 23(4), 236-245. 5.Blackwell, R. D., Miniard, P. W., & Engel, J. F.(2001), Consumer behavior 9th, South-Western Thomas Learning, Mason, OH. 6.Campbell, L., & Diamond, W. D. (1990)," Framing and Sales Promotions: The Characteristics of a? Good Deal?" Journal of Consumer Marketing, 7(4),25-31. 7.Cardozo, R. N.( 1965)," An experimental study of customer effort, expectation, and satisfaction," Journal of marketing research,244-249. 8.Co-operation, O. f. E., & Development. (1997)," The Measurement of Scientific and Technological Activities: Proposed Guidelines for Collecting and Interpreting Technological Innovation Data: Oslo Manua,l" OECD. 9.Collis, D. J. (1991)," A resource‐based analysis of global competition: the case of the bearings industry," Strategic management journal, 12(S1), 49-68. 10.Communities, O. S. o. o. t. E. (1997)," Oslo Manual: Proposed Guidelines for Collecting and Interpreting Technological Innovation Data,"Organization for Economic. 11.Day, G. S. (1981)," Strategic market analysis and definition: an integrated approach," Strategic Management Journal, 2(3), 281-299. 12.De Ruyter, K., Moorman, L., & Lemmink, J. (2001),"Antecedents of commitment and trust in customer–supplier relationships in high technology markets," Industrial Marketing Management, 30(3), 271-286. 13.Deshpandé, R., Farley, J. U., & Webster Jr, F. E.( 1993),"Corporate culture, customer orientation, and innovativeness in Japanese firms: a quadrad analysis," The journal of Marketing,23-37. 14.Dunlap, B. J., Dotson, M. J., & Chambers, T. M. (1988)," Perceptions of real-estate brokers and buyers: A sales-orientation, customer-orientation approach," Journal of Business research, 17(2), 175-187. 15.Etzel, M., Walker, B., & Stanton, W.( 2001),Marketing Management, 12: Boston, MA: McGraw–Hill Publication. 16.Fitzsimmons, J. A.(2008), Service Management: Operations, Strategy, Information Technology-6/E. 17.Gunther, E. E. (1959), Evaluating corporate image measurement,Paper presented at the Proceedings of The ARF Conference, New York. 18.Hamel, G., & Heene, A. (1994),Competence-based competition. 19.Hidaka, K. (2006)," Trends in services sciences in Japan and abroad,"Quarterly review, 19(4),35-40. 20.Kale, P., Singh, H., & Perlmutter, H.( 2000),Learning and protection of proprietary assets in strategic alliances: building relational capital. 21.Kotler, P. (1991),Marketing Management: Analysis, Planning, Implementation, and Control-7/E. 22.Kotler, P. (2003), A framework for marketing management. 23.Lichtenstein, D. R., Ridgway, N. M., & Netemeyer, R. G. (1993)," Price perceptions and consumer shopping behavior: a field study," Journal of Marketing Research, 234-245. 24.Lusch, R. F., Vargo, S. L., & Wessels, G. (2008), "Toward a conceptual foundation for service science: Contributions from service-dominant logic,"IBM Systems Journal, 47(1), 5-14. 25.Monroe, K. B., & Krishnan, R.( 1985), The effect of price on subjective product evaluations, Perceived quality: How consumers view stores and merchandise, 209-232. 26.Olshavsky, R. W., Aylesworth, A. B., & Kempf, D. S. (1995)," The price-choice relationship: a contingent processing approach," Journal of Business Research, 33(3), 207-218. 27.Parasuraman, A., Zeithaml, V. A., & Berry, L. L.( 1985)," A conceptual model of service quality and its implications for future research," The Journal of Marketing, 41-50. 28.Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988), Servqual, Journal of retailing, 64(1),12-40. 29.Porter, M. E. (1985), Competitive Advantage The Free Press, New York. 30.Post, J. E. (1978), Corporate behavior and social change: Reston Publishing Company. 31.Prahalad, C. K., & Ramaswamy, V. (2000)," Co-opting customer competence," Harvard business review, 78(1), 79-90. 32.Saxe, R., & Weitz, B. A. (1982)," The SOCO scale: a measure of the customer orientation of salespeople," Journal of marketing research, 343-351. 33.Tampoe, M. (1994)," Exploiting the core competences of your organization," Long Range Planning, 27(4),66-77. 34.Walters, D., Halliday, M., & Glaser, S. (2002)," Added value, enterprise value and competitive advantage," Management decision, 40(9), 823-833. 35.Woodside, A. G., Frey, L. L., & Daly, R. T.(1989)," Linking service quality, customer satisfaction, and behavioral intention," Journal of health care marketing, 9(4), 5. 36.Zahra, S. A. (1996)," Technology strategy and financial performance: examining the moderating role of the firm''s competitive environment," Journal of Business Venturing, 11(3), 189-219. 37.Zeithaml, V. A. (1988)," Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence," The Journal of Marketing, 2-22. 三、網路部分 1.亞太電信:http://www.aptg.com.tw 2.中華電信:http://www.cht.com.tw 3.遠傳電信:http://www.fetnet.net 4.台灣大哥大:http://www.taiwanmobile.com 5.國家通訊傳播委員會:http://www.ncc.gov.tw 6.台灣電信業者列表維基百科:http://zh.wikipedia.org/wiki/ 四、報章雜誌部分 1.2012年5月2日發行之《天下雜誌》第496期。 2. 工商時報,2013/4/1
摘要: 台灣自從1996年開放電信市場自由化後,市場競爭無論是價格、品質或服務等已是最基本要求。因此,可以看到台灣企業常常使用兩家以上電信業者。一則互為備援,另一則因競爭可以為企業節省成本。隨著科技的進步,無論是雲端相關服務或者是智慧型手機方便性皆已取代傳統語音。換句話說,數據需求之服務已逐年遞增。同時,隨著經濟成長與技術進步,已使得企業愈來愈重視效益提升與降低成本的電信服務。 以往的企業對於電信服務單純只針對固網與行網的整合。但是,現在更希望電信業者的服務可以跨足其他產業異業結盟,以提供更優質的電信整合服務。因此,業者如果可以提供優質的服務品質、有效率的衝突管理、具備創新能力、重視顧客導向、具競爭力的促銷活動、好的企業形象、提升顧客滿意、屬於自己的核心能力、提供差異化價值的服務內容或者競爭力的價格知覺等,則必定可以成為企業心中最優質的電信業者。 電信產業屬於服務業的一環,企業重視的是所提供的服務或產品是否可以滿足需求並獲得最大的效益。電信業者可以透過管理機會矩陣可以更清楚了解競爭優勢,並且可以相對比較後了解到其他競爭業者的核心價值。最後,透過管理機會方格進行改善與提升客戶滿意度。企業一旦對於電信業者滿意度提高,隨之也會提升客戶忠誠度、交叉或新增銷售營收或者再轉介紹之機會。 台灣電信業應該以國際級電信為標竿。為達成此目標,業者應該更積極在服務業競爭階段中,由目前跟競爭者並駕齊驅階段或者形成差異化服務階段漸漸邁向世界級服務遞送階段。也唯有如此,台灣電信產業才有機會與世界級跨國電信業者並駕齊驅甚至更好,使台灣電信產業成為國家競爭力的一項標竿產業。
After opening the free telecom market in Taiwan since 1996, the price, quality, and service have became the basic requirements in competitive market. Therefore, we can see that Taiwan enterprises use two or more telecommunications at the same time. One reason is to be redundant for each other, the other is to cost down. As technology advances in Taiwan, traditional voice has been all replaced by the convenience of cloud and smartphone service. In other words, the demand of data service has been increasing year by year. Meantime, with economic growth and technological progress, it is more important for telecommunications service to improve efficiency and reduce costs. In the past, enterprises had only focused on the integration of fixed-network and mobile-network for telecommunications service. Now, they hope to get the best service in telecommunications convergence through cross-industry alliance. It will certainly be the best carriers for customers if they can offer best service quality, efficient conflict management, ability of innovation, emphasis on customer-oriented, competitive promotional activities, good corporate image, customer satisfaction improvement, core competencies, differentiated value service and competitive price perception etc... The telecommunications industry is a part of the service industry. The most important thing for customers is if the product and services can meet the demand and get the greatest benefits. Carriers can accord to management opportunity grid to find out competitive self-advantage clearly and also get the information of the competitive core value of the other competitors, then using this comparison to upgrade and improve customer satisfaction. If enterprise gets the higher satisfaction of service from the carriers, it will increase opportunity to enhance customer loyalty, cross-selling and new-selling revenue and also sub-introduce. Taiwan''s telecommunications industry benchmark should be based on international telecommunication. In order to achieve this goal, the carriers should be from the stage of neck and neck with competitors or the formation of differentiated services gradually towards a world-class service delivery one. Only in this way, telecommunication Industry in Taiwan has opportunities to be better or keep pace with multinational carriers, moreover, to becoming a benchmarking of country''s competitiveness.
URI: http://hdl.handle.net/11455/25023
其他識別: U0005-2207201322544600
文章連結: http://www.airitilibrary.com/Publication/alDetailedMesh1?DocID=U0005-2207201322544600
顯示於類別:高階經理人碩士在職專班

文件中的檔案:
沒有與此文件相關的檔案。


在 DSpace 系統中的文件,除了特別指名其著作權條款之外,均受到著作權保護,並且保留所有的權利。