本研究主要在探討知識管理基礎設施、顧客知識管理對產品/服務創新之影響,發展出一觀念性之架構模式,並透過實證調查來驗證此一模式。本研究以製造業與服務業為實證研究對象,透過複迴歸分析與MANOVA來驗證各構念因素間之互動關係,並以徑路分析來驗證各變數間之關係,實證結果顯示:1. 知識管理基礎設施中的「資訊科技」與「組織文化」是顯著影響企業顧客知識管理能耐的兩大因素。2. 顧客知識管理中的「顧客資訊處理程序」與「行銷/IT 介面」是顯著影響企業從事產品/服務創新的兩個主要因素。3. 知識管理基礎設施對產品/服務創新具有顯著的正向影響,而其中「資訊科技」是最主要的顯著影響因素。
This research is to conformity the impact of K.M. infrastructure and C.K.M. on P/S innovation, then develop an ideal framework and confirm it through empirical investigation. This research takes manufacturing industry and service industry as objects for empirical studies. 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:I. The two factors of Knowledge Management infrastructure-”information technology” and ”organization culture” are the two important factors to influence C.K.M. capacity.II. The two factors of C.K.M.-”customer information disposal procedure” and ”marketing/IT interface” are the two important factors to influence P/S innovation.III. K.M. infrastructure has significant and positive effect on P/S innovation, and ”IT” is the most significant factor.