台湾中小型服务业创新关键成功因素之研究
|
摘要
環顧目前的市場状况,企業處於競争環境中,創新是组織能夠把變化轉爲機會,並且成功的唯一方法。創新和競争優勢是互相連結的,對於服務公司来説,創新是獲得競争優势的重要關鍵因素。台湾企業目前已經轉型爲服務爲主之產業型態,因此企業如何提供更多創新的服務,與顾客共同生產,激盪出更多新思維與创造力,則成爲相當重要的議题。此外,中小型企業一直都是台湾整體經济系中的主體,其中服務業更是扮演重要的角色。
過去有關關鍵成功因素的研究,往往只强調關鍵成功因素的概念,本研究的創新點爲,除了關鍵成功因素的概念外,還加入績效的思維,也就是平衡計分卡的概念。研究首先针對平衡计分卡與關鍵成功因素相關文献進行探讨,彙整出中小型服務業進行創新的關鍵成功因素,再依據中小型服務業80位主管的意見進行修改,建立中小型服務業創新關鍵成功因素的理論架構。
在方法論的部份,不像以往研究忽略準则間相互影響的關係,本研究考量到平衡計分卡以及關鍵成功因素,包含許多相互影響、有關聯的要素、準則,所以利用分析網路程序方法,來建構出台湾中小型服務業進行創新時關鍵成功因素之相對權重,以協助業界在進行創新時参考,避免忽略重要之關鍵因素,而造成後續执行上的困難,進而提升整體的競争力
根據17位中小型服務業主管的意見,透過分析網路程序方法得知,中小型服務業進行创新的關鍵成功因素重要性依序爲：「员工能力」、「創新能力」、「员工訓練」、「回應能力」、「员工支持」、「獲利能力」、「組織内部充分溝通」、「现金流量」、「预算管理制度」、「品牌形象」、「顧客满意度」、「產品、服務品質」。
To gain more competitive advantage of a company, the innovation of a new service is crucial. In this research, we try to apply analytic network process to determine the relative weight of the key success factors for servie industry of small and medium enterprises to advance innovation.
This research extand past researchs by add balanced scorecard concept for key success factors evaluation. According to researches of balanced scorecard, key success factors and interviewing the 80 senior executives, we retain 12 key success factors. We take these 12 key success factors into 4 perspectives to construct the hierarchy. Considering the interdepency among factors, analytic network process is utilized in this research. After applying the analytic network process, we obtain the relative weights of 12 key success factors.
The rank these 12 key success factors is employees'capability, innovation capability, employee training, response, employees'support, profit, communication, cash flow, budget, reputation, customers'satisfaction and quality.
過去有關關鍵成功因素的研究,往往只强調關鍵成功因素的概念,本研究的創新點爲,除了關鍵成功因素的概念外,還加入績效的思維,也就是平衡計分卡的概念。研究首先针對平衡计分卡與關鍵成功因素相關文献進行探讨,彙整出中小型服務業進行創新的關鍵成功因素,再依據中小型服務業80位主管的意見進行修改,建立中小型服務業創新關鍵成功因素的理論架構。
在方法論的部份,不像以往研究忽略準则間相互影響的關係,本研究考量到平衡計分卡以及關鍵成功因素,包含許多相互影響、有關聯的要素、準則,所以利用分析網路程序方法,來建構出台湾中小型服務業進行創新時關鍵成功因素之相對權重,以協助業界在進行創新時参考,避免忽略重要之關鍵因素,而造成後續执行上的困難,進而提升整體的競争力
根據17位中小型服務業主管的意見,透過分析網路程序方法得知,中小型服務業進行创新的關鍵成功因素重要性依序爲：「员工能力」、「創新能力」、「员工訓練」、「回應能力」、「员工支持」、「獲利能力」、「組織内部充分溝通」、「现金流量」、「预算管理制度」、「品牌形象」、「顧客满意度」、「產品、服務品質」。
To gain more competitive advantage of a company, the innovation of a new service is crucial. In this research, we try to apply analytic network process to determine the relative weight of the key success factors for servie industry of small and medium enterprises to advance innovation.
This research extand past researchs by add balanced scorecard concept for key success factors evaluation. According to researches of balanced scorecard, key success factors and interviewing the 80 senior executives, we retain 12 key success factors. We take these 12 key success factors into 4 perspectives to construct the hierarchy. Considering the interdepency among factors, analytic network process is utilized in this research. After applying the analytic network process, we obtain the relative weights of 12 key success factors.
The rank these 12 key success factors is employees'capability, innovation capability, employee training, response, employees'support, profit, communication, cash flow, budget, reputation, customers'satisfaction and quality.
引文
1陳聰傑,2008,導入科技化服務之闗键成功因素之探讨,台北科技大学商業自勤化舆管理研究所硕士输文
2廖偉伶,2003,知識管理在服務創新之應用,成功大学工業管理科学研究所硕士論文
3 Porter, M.E. (1985). Competitive Advantage. New York:Free Press.
4 Storey, C.,& Easingwood, C.J. (1999). Types of new product performance:Evidence from the consumer financial sector. Journal of Business Research,46,193-203.
5 Drucker, P. (1994). Innovation and Entrepreneurship. New York:Harper and Row.
6 Huse, M., Neubaum, D.O.,& Gabrielsson, J. (2005). Corporate innovation and competitive environment. International Entrepreneurship and Management Journal,1(3),313-333.
7經济部中小企業處,2008,2008中小企業白皮书,台北,經济部
8經济部中小企業處,2008,2008中小企業白皮书,台北,經济部
9吴松龄、陳俊碩、楊金源,2004,中小企業管理舆诊断實務,台北,揚智文化
10經济部中小企業處,2008,2008中小企業白皮书,台北,經济部
11胡名雯,1998,民国八十年台湾裂造業中小企業市場估有率成畏之决定因素,淡江大学產業經济学研究所硕士输文
12吴秉恩,1999,分享式人力资源管理,台北,翰盧圖书出版有限公司
13 Regnier, P. (1993). Spreading Singapore's wings worldwide:A review of traditional and new investment strategies. The Pacific Review,6(4),305-312
14 Storey, D.J.(1982). Entrepreneurship and the New Firm. London:Croom Helm.
15胡名雯,1998,民國八十年台湾裂造業中小企業市場估有率成畏之决定因素,淡江大学產業經济学研究所硕士論文
16吴秉恩,1999,分享式人力资源管理,台北,翰虐圖害出版有限公司
17 Little, I.M.D. (1979). Economic Growth and Structural Change in Taiwan:The Postwar Experience of the Republic of China. London:Cornell University Press.
18 Lin, C.C. (1995). Production function, factor substitution, and direct foreign investment:A case Study in Taiwan. Asian Economic Journal,9,193-203.
19吴秉恩,1999,分享式人力资源管理,台北,翰盧圖书出版有限公司
20經济部中小企業處,2004,2004中小企業白皮书,台北,經济部
21张鈞,1994,建立中小企業全面辅導體系之研究,台湾中小企業發展論文集,台北,聯經出版事業公司
22高孔廉、王約成,1994,台湾中小企業合作經營可行性之研究,台湾中小企業發展論文集,台北,聯經出版事業公司
23强鈞,1994,建立中小企業全面輔導體系之研究,台湾中小企業發展論文集,台北,聯經出版事業公司
24潘玉葉,1994,台湾中小企業問题之探讨,台湾中小企業發展論文集,台北,聯經出版事業公司
25許文志,1995,邁向21世紀臺湾中小企業經管策略,台北,揚智文化
26张漢呈,2007,中小企業提异创新能力闗键影響因素及封產業高值化影響之研究—以资飘服務業爲例,中正大学會計舆資飘科技研究所硕士論文
27黄管杉,1995,台湾地區中小企業行销现代化舆經營策略,台北,中小企業现代之研究
28 Soloman, S.D. (1994). Staking a claim on the internet. Technology Supplement,16(13),87-92.
29 Ryans, C.C. (1995). Resource. Journal of Small Business Management,33(2),65-67.
30 Conhaim, W.W. (1994). Linking up to a global network. Link-Up,11(3),5-31.
31 Quelch, J.A.& Klein, L.R. (1996). The internet and international marketing. Sloan Management Review, Spring,60-75.
32 Lovelock, C. (1983). Classifying services to gain strategic marketing insight. Journal of Marketing,47,9-20.
33 Stanton, W.J. (1975). Fundamentals of Marketing Channels. New York:McGraw Hill.
34 Hill, T.P. (1977). On goods and services. Review of Income and Wealth,315-338.
35 Juran, J.M. (1986). The quality trilogy. Quality Progress,19(8),19-24.
36 Kotler, P. (2002). Marketing Management. New York:Prentice Hall.
37羅旭華,2004,全球化趋势中服務業競争力之探求,束海大学管理硕士学程在職進修專班論文
38羅旭華,2004,全球化趋势中服務業競争力之探求,東海大学管理硕士学程在職進修專班論文
39盧素蓮,2000,加入WTO封我國服務業之影響及封策分析,經济部網站资料
40 Regan, W.J. (1963). The service revolution. Journal of Marketing,27,32-36.
41 Lovelock, C. (2001). Services Marketing:People, Technology, Strategy. New Jersey:Prentice Hall.
42蔡秉芳,2001,網際網路環境下服務系统设计概念演燮之研究,清華大学科技管理研究所硕士論文
43 Snellman, K.,& Vihtkari, T. (2003). Customer complaining behaviour in technology-based service encounters. International Journal of Service Industry Management,14(2),217-231.
44蔡秉芳,2001,網際網路瑕境下服務系统设计概念演燮之研究,清苹大学科技管理研究所硕士論文
45蔡秉芳,2001,網際網路環境下服務系统设计概念演燮之研究,清華大学科技管理研究所硕士論文
46蔡秉芳,2001,網隙網路瑕境下服務系统设計概念演燮之研究,清華大学科技管理研究所硕士論文
47蔡秉芳,2001,網際網路瑕境下服務系统设计概念演變之研究,清華大学科技管理研究所碩士論文
48 Sampson, S.L. (2004). The Unified Service Theory. New York:Production and Operation Management Society.
49 Porter, M.E. (1985). Competitive Advantage. New York:Free Press.
50許书铭,2000,產業國際競争力之發展及其影響因素分析-國家競争力觀點,台湾大学商学研究所博士論文。
51許害铭,2000,崖業國際競争力之發展及其影響因素分析-国家競争力靓點,台湾大学商学研究所博士输文。
52許害铭,2000,產業圃際競争力之發展及其影響因素分析-國家競争力觀點,台湾大学商学研究所博士論文
53 Porter, M.E. (1985). Competitive Advantage. New York:Free Press.
54 Porter, M.E. (1985). Competitive Advantage. New York:Free Press.
55許书铭,2000,產業國隙競争力之發展及其影響因素分析-國家競争力颧點,台湾大学商学研究所博士論文
56羅旭華,2004,全球化趋势中服務業競争力之探求,東海大学管理硕士学程在職進修專班論文
57 Heskett, J.L., Jones, T.O., Lovemen, G.W., Sasser, E.W.,& Schlesinger, L.A. (1994). Putting the service-profit chain to work. Harvard Business Review,72(2),164-174.
58 Kaplan, R.S.,& Norton, D.P. (1996). The Balanced Scorecard:Translating Strategy into Action. Massachusetts:Harvard Business School Press.
59 Heskett, J.L., Jones, T.O., Lovemen, G.W., Sasser, E.W.,& Schlesinger, L.A. (1994). Putting the service-profit chain to work. Harvard Business Review,72(2),164-174.
60 Miles, I. (2008). Patterns of innovation in service industries. IBM System Journal,47(1),115-128.
61 Maglio, P.P., Srinivasan, S., Kreulen, J.T.,& Spohrer, J. (2006). Service system, service scientists, SSME, and innovation. Communication of the ACM,49(7),81-85.
62 Schumpter, J. A. (1934). The Theory of Economic Development. Cambridge:Harvard Economic Studies.
63 Afuah, A. (2003). Innovation Management:Strategies, Implementation, and Profits. New York:Oxford University Press.
64 Drucker, P. (1985). Innovation and Entrepreneurship. New York:Harper and Row.
65 Betz, F. (1993). Strategic Technology Management. New York:McGraw Hill.
66 Tidd, J., Bessant, J.,& Pavitt, K. (2001). Managing Innovation:Integrating Technological, Market and Organizational Change. New York:John Wiley & Sons.
67 Afuah, A. (2003). Innovation Management:Strategies, Implementation, and Profits. New York:Oxford University Press.
68荘立民,2002,組織創新模式建構舆實證之研究,成功大学企業管理研究所博士論文
69李大偉,2007,企業組織因素封組織創新氣候舆組織創新影響之研究,臺湾师範大学工業科技教育学研究所博士論文
70 Marquis, D.G. (1982). The Anatomy of Successful Innovation. Cambridge:Winthrop Publishers
71 Henderson, R.M,& Clark, K.B. (1990). Architectural innovation:There configuration of existing product technologies and the failure of established firms. Administrative Science Quarterly,35(1),9-20.
72 Landry, R., Amara, N.,& Lamari, M. (2002). Does social capital determine innovation? To what extent?. Technological Forecasting and Social Change,69(5),681-701.
73 Landry, R., Amara, N.,& Lamari, M. (2002). Does social capital determine innovation? To what extent?. Technological Forecasting and Social Change,69(5),681-701.
74 Bryson, J.R.,& Monnoyer, C. (2004). Understanding the relationship between services and innovation:The RESER review of the European service literature on innovation. The Service Industries Journal,24(1), 205-222.
75 Mulej, M., Kajzer, S., Treven, S.,& Jurse, K. (1997). Sodobna ekonomija med odpori do inovacij in zivljenjem od njih'(Contemporary economy between refusing innovation and living on it). Nase gospodarstvo,43(3/4),339-349.
76 Hipp, C., Tether, B.,& Miles, I. (2000). The Incidence and effects of innovation in services:Evidence from Germany. International Journal of Innovation Management,4(4),417-453.
77 Betz, F. (1993). Strategic Technology Management New York:McGraw Hill.
Weissenberger-Eibl, M.,& Koch, D.J. (2007). Importance of industrial services and service innovations. Journal of Management & Organization,13(2),88-101.
79 Zhao, J.L., Tanniru, M.,& Zhang, L.J. (2007). Services computing as the foundation of enterprise agility: Overview of resent advances and introduction to the special issue. Information System Frontiers,9(1),1-8.
80 Obendhain, A.M.,& Johnson, W.C. (2004). Product and process innovation in service organizations:The influence of organizational culture in higher education institutions. Journal of Applied Management and Entrepreneurship,9(3),91-113.
81 Berry, L.L., Shankar, V., Parish, J.T., Cadwallader, S.,& Dotzel, T. (2006). Creating new markets through service innovation. MIT SLOAN Management Review,47(2),56-63.
82 Voss, C., Johnston, R., Silvestro, R., Fitzgerald, L.,& Brignall, T. (1992). Measurement of innovation and design performance in service. Design Management Journal,40-46.
83 Sheth, A., Verma, K.,& Gomadam, K. (2006). Semantics to energize the full services spectrum. Communication of the ACM,49(7),55-61.
84 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.
85许英僳、黄慧玲,2006,零售管理：賣場规割,台北,普林斯頓國際有限公司
87 Nonaka, I.,& Takeuchi, H. (1995). The Knowledge Creating Company. New York:Oxford.
88 Kandampully, J. (2002). Innovation as the core competency of a service organization:The role of technology, knowledge and networks. European Journal of Innovation Management,5(1),18-26.
89 Peppers, D.,& Rogers, M. (1997). The $15,000 rug. Marketing Tools,25(May),4-7.
90 Syson, F.,& Perks, H. (2004). New service development:A network perspective. Journal of Service Marketing,18(4),255-266.
91 Parker, G.M. (1994). Cross-Functional Teams. San Francisco:Jossey-Bass.
92 Bruce, M.,& Beimans, W.G. (1995). Product Development:Meeting the Challenge of the Design-Marketing Interface. Chichester:John Wiley.
93 Tether, B.S. (2002). Who co-operates for innovation, and why:A empirical analysis. Research Policy,31(4), 947-967.
94 Tether, B.S. (2002). Who co-operates for innovation, and why:A empirical analysis. Research Policy,31(4), 947-967.
95 Pittaway, L., Robertson, M., Munir, K., Denyer, D.,& Neely, A. (2004). Networking and innovation:A systematic review of the evidence. International Journal of Management Review,5/6(3),137-168.
96 Pittaway, L., Robertson, M., Munir, K., Denyer, D.,& Neely, A. (2004). Networking and innovation:A systematic review of the evidence. International Journal of Management Review,5/6(3),137-168.
97 Gallouj, F. (2002). Innovation in the Service Economy:The New Wealth of Nations. Cheltenham:Edward Elgar.
Hollenstein, H. (2003). Innovation modes in the Swiss service sector:A cluster analysis based on firm-level data. Research Policy,32(3),845-863.
99 Tether, B.S. (2002). Who co-operates for innovation, and why:A empirical analysis. Research Policy,31(4), 947-967.
100 Tether, B.S. (2002). Who co-operates for innovation, and why:A empirical analysis. Research Policy,31(4), 947-967.
101 Bessant, J.,& Rush, H. (1995). Building bridges for innovation:The role of consultants in technology transfer. Research Policy,24(1),97-114.
102 Pittaway, L., Robertson, M., Munir, K., Denyer, D.,& Neely, A. (2004). Networking and innovation:A systematic review of the evidence. International Journal of Management Review,5/6(3),137-168.
103 Bowers, M.R. (1989). Developing new services improving the process makes it better. Journal of Services Marketing,3(1),15-20.
104 Seheuing, E.E.,& Johnson, E.M. (1989). A proposed model for new service development. Journal of Services Marketing,3(2),25-34.
105黄筠珊,2008,顧客参與新服務發展模式之建構,世新大学企業管理研究所硕士論文
106 Martin, C.R.,& Home, D.A. (1995). Level of success inputs for service innovations in the same firm. International Journal of Service Industry Management,6(4),40-56.
107 Anderson, W.L.,& Crocca, W.T. (1993). Engineering practice and codevelopment of codevelopment of product prototypes. Communications of the ACM,36(6),49-56.
108 Alam, I.,& Perry, C. (2002). A customer-oriented new service development process. Journal of Services Marketing,16(6),515-534.
109 Cooper, R.G.(1990). Stage-gate systems a new tool for managing new products. Business Horizons,33(3), 44-53.
110 Alam, I.,& Perry, C. (2002). A customer-oriented new service development process. Journal of Services Marketing,16(6),515-534.
111 Voss, Johnston, Silvestro, Fitzgerald,& Brignall (1992). Measurement of innovation and design performance in services. Design Management Journal,20(Winter),40-46.
112 Storey, C.,& Kelly, D. (2001). Measuring the performance of new service development activities. The Service Industries Journal,21(2),71-90.
113 van der Aa, W.,& Elfring, T. (2002). Realizing innovation in services. Scandinavian Journal of Management, 18(2),155-171.
114 Gadrey, J., Gallouj, F.,& Weinstein, O. (1995). New modes of innovation:How services benefit industry. International Journal of Service Industry Management,6(3),4-16.
115 Edgett, S. (1993). Developing new financial service within UK building societies. International Journal of Bank Marketing,11(3),35-43.
116 Johne, A.,& Storey, C. (1998). New service development:A review of the literature and annotated bibliography. European Journal of Marketing,32(3/4),184-251.
117 Edgett, S., Shipley, D.,& Forbes, G (1992). Japanese and British companies compared:Contributing factors to success and failure in NPD. Journal of Product Innovation Management,9(1),3-11.
118 Easingwood, C. J.,& Percival, J. (1990). Evaluation of new financial services. International Journal of Bank Marketing,18(6),3-8.
119 Daniel, E.,& Storey, C. (1997). On-line banking:Strategic and management challenges. Long Range Planning,30(6),890-898.
120 Griffin, A.,& Page, A.L. (1996). PDMA success measurement project:Recommended measures for product development success and failure. Journal of Product Innovation Management,13(6),478-496.
121 Storey, C.,& Kelly, D. (2001). Measuring the performance of new service development activities. The Service Industries Journal,21(2),71-90.
122 Craig, A.,& Hart, S. (1993). Dimensions of success in new product development. In M.J. Baker(ed.). Perspectives on Marketing Management,13(1),207-243, London:Wiley.
123 Kaplan, R.S.,& Norton, D.P. (1992). The balanced scorecard-measures that drive performance. Harvard Business Review,70(1),71-79.
124 Johne, A.,& Storey, C. (1998). New service development:A review of the literature and annotated bibliography. European Journal of Marketing,32(3/4),184-251.
125 Storey, C.,& Kelly, D. (2001). Measuring the performance of new service development activities. The Service Industries Journal,21(2),71-90.
126 Porter, M.E. (1985). Competitive Advantage. New York:Free Press.
127黄維賓,2002,知識管理、創新策略舆組織績效之闗保研究-以台湾積體電路裂造業焉例,大葉大学事業經營研究所硕士論文
128黄維賓,2002,知識管理、創新策略舆組織績效之闗保研究-以台湾積鳢電路裂造業焉例,大葉大学事業經管研究所碩士論文
129 Kaplan, R.S.,& Norton, D.P. (1992). The balanced scorecard-measures that drive performance. Harvard Business Review,70(1),71-79.
130 Kaplan, R.S.,& Norton, D.P. (1996). The Balanced Scorecard:Translating Strategy into Action. Massachusetts:Harvard Business School Press.
131 Kaplan, R.S.,& Norton, D.P. (1996). The Balanced Scorecard:Translating Strategy into Action. Massachusetts:Harvard Business School Press.
132 Kaplan, R.S.,& Norton, D.P. (1996). The Balanced Scorecard:Translating Strategy into Action. Massachusetts:Harvard Business School Press.
133 Chandler, A.D. (1962). Strategy and Structure Chapters in the History of Industrial Enterprise. Mass:M.I.T.
134 Hofer, C.W.,& Schendel, D.E. (1978). Strategy Formulation:Analytical Concept. New York:West Publishing.
135 Porter, M.E. (1980). Competitive Strategy:Technique for Analyzing Industries and Competitors. New York: Free Press.
136司徒達賢,1995,策略管理,台北,速流出版社
137吴思華,1996,策略九説,台北,麥田
138 Porter,M.E.(1980).Competitive Strategy:Technique for Analyzing Industries and Competitors.New York: Free Press.
139 Andrews, K.R. (1971). The Concept of Corporate Strategy. Irwin:Dow Jones.
140 Porter, M.E. (1985). Competitive Advantage. New York:Free Press.
141 Porter, M.E. (1985). Competitive Advantage. New York:Free Press.
142 Porter, M.E. (1991). Toward a dynamic theory of strategy. Strategic Management Journal,12,95-117
143 Porter, M.E. (1985). Competitive Advantage. New York:Free Press.
144 Porter, M.E. (1985). Competitive Advantage. New York:Free Press.
145 Wernerfelt, B. (1984). A resource-based view of the firm. Strategic Management Journal,16(3),171-174.
146 Ray, G., Barney, J.B.,& Muhanna, W.A. (2004). Capabilities, business processes and competitive advantage: Choosing the dependent variable in empirical tests of the resource-based view. Strategic Management Journal,25(1),23-37.
147 Penrose, E.T. (1959). The Theory of Growth of the Firm. New York:John Wiley & Sons.
148 Barney, J.B. (1991). Firm resources and sustained competitive advantage. Journal of Management,17(1), 99-120.
149吴思華,1988,產業政策舆企業策略,台北,華泰文化事業公司
150吴思華,1996,策略九説,台北,麥田
151 Grant R.M. (1991). The resource-based theory of competitive advantage:Implications for strategy formulation. California Management Review,33(3),114-135.
152 Hafeez, K., Zhang, Y.B.,& Malak, N. (2002a). Determining key capabilities of a firm using analytic hierarchy process. International Journal of Production Economics,76,39-51.
153 Hafeez, K., Zhang, Y.B.,& Malak, N. (2002a). Determining key capabilities of a firm using analytic hierarchy process. International Journal of Production Economics,76,39-51.
154 Hafeez, K., Zhang, Y.B.,& Malak, N. (2002b). Core competence for sustainable competitive advantage:A structure methodology for identifying core competence. IEEE Transactions on Engineering Management, 49(1),28-35.
155 Porter, M.E. (1991). Toward a dynamic theory of strategy. Strategic Management Journal,12,95-117.
156 Daniel, D.R. (1961). Management information crisis. Havard Business Review,39,111-121.
157 Hofer, C.W.,& Schendel, D.E. (1978). Strategy Formulation:Analytical Concept. New York:West Publishing.
158 Rockart, J. (1979). Chief executives defined their own data needs. Harvard Business Review,20,64-67.
159 Aaker, D.A. (1984). Developing Business Strategies. New York:Wiley & Sons.
160 Boynton, A.C.,& Zmud, R.W. (1984). An assessment of critical success factor. Sloan Management Review, 54(8),17-27.
161 Leidecker, J.K.,& Bruno, A.V. (1984). Identifying and using critical success factors. Long Range Planning, 17(1),23-32.
162吴思華,1988,產業政策舆企業策略,台北,華泰文化事業公司
163 Bamberger, I. (1989). Developing competitive advantage in small and medium-size firms. Long Range Planning,22(5),82.
164 Aaker, D.A. (1992). Developing Business Strategies (3rd). New York:John Wilev & Sons.
165 Hackney, R.,& Dunn, D. (2000). Business Information Technology Management:Alternative and Adaptive Future. New York:Palagrave.
166 Rockart, J. (1979). Chief executives defined their own data needs. Harvard Business Review,20,64-67.
167 Leidecker, J.K.,& Bruno, A.V. (1984). Identifying and using critical success factors. Long Range Planning, 17(1),23-32.
168大前研一,1987,策略家的智慧,台北,長河出版社
169許福松,2007,旅行業導入服務創新之勤機舆闗键成功因素,中國文化大学觀光休閒事業管理研究所硕士输文
170隙聰僳,2008,導入科技化服務之闗鍵成功因素之探討,台北科技大学商業自勤化舆管理研究所硕士論文
171 Saaty, T.L. (1980). The Analytic Hierarchy Process. New York:McGraw Hill.
172 Saaty, T.L. (1996). Decision Making with Dependence and Feedback:The Analytic Network Process. Pittsburgh:RWS Publication.
173 Saaty,T.L.(1980).The Analytic Hierarchy Process.New York:McGraw Hill.
174許福松,2007,旅行業導入服務創新之動機舆闗鍵成功因素,中國文化大学觀光休閒事業管理研究所硕士論文
175陳聰傈,2008,導入科技化服務之闗鍵成功因素之探讨,台北科技大学商業自動化舆管理研究所硕士論文
176 Leung, L.C., Lam, K.C.,& Cao, D. (2006). Implementing the balanced scorecard using the analytic hierarchy process & the analytic network process. Journal of the Operational Research Society,57, 682-691.
177許福松,2007,旅行業導入服務創新之勤機舆闗键成功因素,中國文化大学觀光休閒事業管理研究所碩士論文
178陳聰傑,2008,導入科技化服務之闗键成功因素之探討,台北科技大学商業自勤化舆管理研究所硕士输文
179經济清部商業司,2007,服務原来可以這麼新：服務創新個案專論,台北,經清部
180静福松,2007,旅行業導入服務創新之動機舆闗键成功因素,中国文化大学觀光休閒事業管理研究所硕士論文
181隙聰傑,2008,尊入科技化服務之阴键成功因素之探討,台北科技大学商業自動化舆管理研究所硕士输文
182 Leung, L.C., Lam, K.C.,& Cao, D. (2006). Implementing the balanced scorecard using the analytic hierarchy process & the analytic network process. Journal of the Operational Research Society,57, 682-691.
183經济部商業司,2007,服務原来可以這麼新：服務創新個案專論,台北,經济部
1. 大前研一,1987,策略家的智慧,台北,長河出版社。
2. 中國生產力中心,2006,94年協助商業研究發展辅導計畫-業者刽新研發計畫補助結案成果统计,台北,經济部商業司委託研究計畫。
3. 尤智鸿,2008,壽險業組織燮革精效管理之研究—以安泰人壽焉例,亚洲大学經管管理研究所硕士输文。
4. 王注凯,2008,探用平衡计分卡觀點建構非營利組織研貨專案績效評估之研究—以C研發機構爲例,中原大学资飘管理研究所硕士输文。
5. 王柔蘋,2008,通用设计理念尊入於產品永續設计阴發之策略研究-以手工具產品爲例,大葉大学設计研究所硕士输文。
6. 王羲傑,2007,台湾颊比IC設計公司闗键成功因素探討,元智大学管理研究所硕士論文。
7. 司徒達賢,1995,策略管理,台北,速流出版社。
8. 白鸿誼,2008,新產品擴散舆新產品上市策略之闗聯性研究,大葉大学事業經管研究所硕士論文
9. 石馥瑜,2007,本國银行業購併之績效研究—结合平衡计分卡舆资料包络分析法,屏束科技大学财務金融研究所硕士输文。
10.朱崇仁,2007,導入平衡计分卡之研究-以半導體記憶體公司成品测試部爲例,中華大学經營管理研究所硕士論文。
11.吕安玉,2008,手機裂造業探購循環績效評估模式建構之研究,辅仁大学管理学研究所硕士論文。
12.吕章蒨,2007,運用平衡计分卡强化学校内部控制機制之研究—以私立大学院校爲例,元智大学管理研究所硕士输文。
13.吕振益,2007,资料庫行銷之闗键成功因素分析,大葉大学事業經管研究所硕士在職專班输文。
14.李大偉,2007,企業組織因素封組織创新氣候舆組織创新影響之研究,臺湾师範大学工業科技教育学研究所博士論文。
15.李令爱,2007,以平衡计分卡觀點探討公部門事業罩位员工封組織绩效评估制度的 認知-以中央健康保除局某分局爲例,中原大学會计研究所硕士論文。
16.李金美,2007,以系统勤力学方法探討醫療横構尊入平衡計分卡之研究—以某區域醫院爲例,中山大学资飘管理学研究所硕士論文。
17.李佳芳,2007,椽色供應鏈中供應商評選之研究,政治大学资飘管理研究所硕士論文。
18.李异達,2009,運用AHP探封電子零件通路商之闗键成功因素,大菜大学事業經管研究所硕士在職專班論文
19.李英傑,2008,台南一中游泳池ROT管運闗键成功因素之研究,屏束教育大学體育学系硕士論文。
20.李俊賢,2006,企業導入商業智慧系统後封企業績效指標的影響研究,中原大学资訊管理研究所硕士输文。
21.李政翰,2008,應用QFD於保险經紀人公司服務品质改進之研究,中華大罩资飘管理学系硕士論文。
22.李素娥,2007,平衡计分卡應用於学校經營之研究—以某職業学校爲例,南華大学管理科学研究所硕士输文。
23.李敏華,2008,醫院人员知識管理的绩效評估—以某地區醫院爲例,元培科技大学經管管理研究所硕士输文。
24.李國樑,2000,技术策略技術创新能力舆创新管理之闗保研究-以台湾生物科技產業爲例,畏榮大学經營管理研究所硕士输文。
25.李登旭,2007,企業管運穗部績效評估模式之建構—以某鞋業裂造集圑爲例,中正大学會計舆资飘科技研究所输文。
26.李健盟,2007,台湾盟崖業文化景觀资源評估之研究,朝踢科技大学建築及都市殷计研究所硕士输文。
27.李慧菁,2005,资飘科技產業產品研發專案阴键成功因素之研究——AHP方法之應用,大同大学事業經管学系硕士論文。
28.李寶珍,2006,國隙商品認證機構闗键成功因素之研究,中原大学企業管理研究所硕士論文。
29.沈团良,2008,建構工程公務機闗之策略地圖-以交通部鐵路改建工程局爲例,中華大学行政管理研究所硕士論文。
30.林子雲,2008,運用品质機能展開结合分析網路程序法於新產品開發,虎尾科技大 学工業工程舆管理研究所硕士論文。
31.林巧婷,2008,平衡計分卡理論封表演藝術圑體之適用性研究,臺北藝術大学藝術行政舆管理研究所硕士输文。
32.林余福,2008,幼教事業闗键成功因素之研究,台北科技大学商業自勤化舆管理研究所硕士論文。
33.林宏原,2006,平衡计分卡應用於交通警察績效評估之研究,大葉大学事業經管研究所硕士在職專班输文。
34.林志勤,2005,連锁藥局經管闗键成功因素之研究—以大台北爲例,中國文化大学國际企桨管理研究所硕士論文。
35.林怡伶,2007,雨岸包機經營策略之研究,阴南大学空運管理学系硕士输文。
36.林羿君,2007,運用分析網路程序法構建预防醫療纠粉評選模式,元培科技大学經管管理研究所硕士論文。
37.林俊岳,2008,建構半導體產業導入供應鏈系统之精效評估模式,元培科技大学經管管理研究所硕士論文
38.林益生,2007,平衡计分卡運用在企業总部及策略事業单位間之綜效研究—以C電信公司焉例,中山大学企業管理学研究所硕士論文。
39.林國志,2008,應用模糊多元語意於资飘部门績效評量之研究,大葉大学资飘管理学研究所硕士在職專班输文
40.林勤偷,2005,企業購供之财務績效研究,大葉大学事業經營研究所硕士输文
41.邱丰曼,2007,以平衡计分卡做爲策略管理機制之探討—以某晨藥化学企業爲例,中具大学高陪經理人硕士在職專班输文
42.邱林濠,2007,分析網路程序法結合资料探勘技術於顧客价值之研究-以航空業爲例,铭傅大学管理学研究所硕士输文
43.邱淑惠,2008,台湾公寓大厦管理服務業崖業闗键成功因素之研討,中國文化大学國際企業管理研究所硕士在職專班输文
44.吴月瑛,2007,國籍航空公司培訓機师甄選要素之研究,淡江大学運输管理学系硕士班输文
45.吴立旋,2008,能源基金绩效評估之研究—應用分析網路程序法,元培科技大学經管管理研究所硕士输文
46.吴旭倚,2006,法催公司導入平衡计分卡制度之探討—以個案公司爲例,大葉大学 事業經營研究所硕士在職專班输文。
47.吴思華,1988,產業政策舆企業策略,台北,華泰文化事業公司。
48.吴思華,1996,策略九説,台北,麥田。
49.吴松龄、隙俊硕、楊金源,2004,中小企業管理舆诊断實務,台北,揚智文化。
50.吴秉恩,1999,分享式人力资源管理,台北,翰盧圖书出版有限公司。
51.吴惠信,2007,應用平衡计分卡探討影響台湾地区汽车路腺货運業者經營绩效之研究以A公司爲例,交通大学管理学院高陪主管管理硕士学程输文。
52.吴锦松,2008,以平衡计分卡觀點探討國民小学訓導處組織績效之研究-以高雄市爲例,臺南大学教育管理研究所学校經管舆管理教学硕士输文。
53.青含國,2008,以知識管理舆平衡计分卡提升企業策略品赁—以有機EL顯示器產業爲例,台北大学企業管理擎系硕士在職專班输文。
54.卓宏儒,2008,金属材料業供應鏈管理績效之探討-平衡计分卡觀點,成功大学高陪管理硕士在職專班输文。
55.胥速鸣,2007,以知識管理觀點建立非管利粗織平衡计分卡績效評估制度之研究—以屏束縣各地政事務所爲例,屏束科技大学企業管理研究所硕士输文
56.柯立恒,2008,自助加油站之選點分析舆顾客接受度探討-以中油公司台中處爲例,静宜大学管理硕士在職專班输文。
57.柯清松,2008,台湾某藥廠评選國外委託代工生產藥品之程序,静宜大学管理硕士在職專班硕士输文。
58.姜银燕,2007,企業成畏的闗键成功因素—以新银行爲例,中央大学管理学院高陪主管企管硕士班输文。
59.胡名雯,1998,民國八十年台湾裂造業中小企業市場估有率成畏之决定因素,淡江大学產業經济学研究所硕士論文。
60.胡釗慈,2007,地下街空間规割評估準则之研究-以台北市站前及束區地下街爲例,政治大学地政研究所硕士输文。
61.侯文田,2005,企業運用創新創造价值以提升競争力之研究,中山大学企業管理研究所硕士論文。
62.施志忠,2008,顧客服務中心封組織績效之影响—以银行業爲例,大葉大学事業經管研究所硕士输文。
63.施昭顯,2007,公益社圑應用平衡計分卡之研究—以中華民國公益圑體服務協會爲 例,中國文化大学政治研究所博士输文
64.施学誠,2005,以平衡计分卡评估私立大学經管绩效之個案研究—以大葉大罩爲例,大葉大学事業經管研究所硕士在職專班論文
65.施婉婷,2007,平衡計分卡之研究-以新竹市瑕境保護局爲例,中華大学行政管理研究所硕士输文。
66.俞成才,2007,應用平衡計分卡衡量國軍主计单位績效之探討—以空軍司令部爲例,中華大学科技管理研究所硕士論文。
67.徐铭敏,2007,商業智慧舆平衡计分卡整合之實務研究-以A公司爲例,世新大学资飘管理学研究所硕士输文。
68.徐瑞玲,2007,企業社会责任决策及成本郭估之整合方法舆其在服務業之應用,中央大学企業管理研究所博士論文。
69.高孔廉、王約成,1994,台湾中小企業合作經管可行性之研究,台湾中小企業發展输文集,台北,聯經出版事業公司。
70.高莉蓉,2008,專案績效評估模式之研究—以金融资訊软體服務業爲例,世新大学资飘管理学研究所硕士論文。
71.高福泉,2008,敷位互勤電视發展暨闗键成功因素之研究-以中華電信MOD爲例,阴南大学企業舆创業管理学研究所碩士输文。
72.高慧君,2007,台湾工研院三個价值尊向管理的创新,交通大学科技管理研究所博士論文。
73.唐惠英,2007,應用平衡计分卡之觀點探讨志願役軍官精效之評估,大葉大学事業經管研究所硕士在職尊班输文。
74.许文志,1995,邁向21世紀臺湾中小企業經管策略,台北,揚智文化。
75.许英傑、黄慧玲,2006,零售管理：賣場规割,台北,普林斯顿國隙有限公司。
76.扦害铭,2000,產業国隙競争力之發展及其影響因素分析-國家競争力觀點,台湾大学商学研究所博士输文。
77.許福松,2007,旅行業尊入服務创新之勤機舆闗键成功因素,中國文化大学觀光休閒事業管理研究所硕士論文。
78.静隆昌,2006,台湾IC基板崖業闗鍵成功因素之研究,成功大学高陪管理硕士在職專班输文
79.莊士毅,2007,任意汽卓保除經營績效之研究—结合分析網路程序法舆平衡计分卡 之運用,淡江大学保除学系保險經管硕士班输文。
80.莊立民,2002,組織创新模式建構舆實證之研究,成功大学企業管理研究所博士输文。
81.莊坤山,2006,網路電話服務業闗键成功因素之研究,中華大学科技管理研究所硕士输文。
82.莊秉芬,2007,應用分析網路程序法建構劳资争議稠解委员職能评選模式之研究,中山大学人力资源管理研究所硕士输文。
83.隙又新,2005,地方政府炎害應燮中心運作的闗键成功因素之研究,中央警察大学消防科学研究所硕士输文。
84.陳文欽,2007,平衡计分卡應用於績效管理之研究—以M银行探贎部门爲例,元智大学管理研究所硕士論文
85.隙世榮,2009,平价迷你笔記型電脑之闗键成功因素,台北科技大学商業自勤化舆管理研究所硕士論文。
86.隙永辉,2007,即時物流追蹤监控方案評選模式之建構—以尊入新具科技爲例,高雄第一科技大学運籌管理所硕士输文
87.陳怡良,2005,以平衡計分卡探討鸿海精密闗键成功因素,中原大学工業工程研究所硕士输文。
88.隙怡利,2007,企業導入平衡计分卡学习成长構面之研究—以民營化後的中苹电信公司爲例,中華大学行政管理研究所硕士論文
89.隙昆廷,2008,分析网路程序法結合GPS/GIS應用於南投地区邊坡崩塌潛感區域之评估劃定,屏束科技大学土木工程系硕士输文
90.陳明宜,2009,台電公司訓練所導入平衡計分卡之研究,台北大学公共行政暨政策罩系硕士在職專班输文。
91.陳忠勇,2007,應用分析網路程序法及折衷排序法於外包廠商評選之研究-以某偏光板廠商爲例,開南大学企業舆创業管理学系硕士論文。
92.陳秀琴,2007,運用品质機能展開舆平衡計分卡建構非營利粗織績效評估-以早期療育機構爲例,屏東科技大学高陪經營管理硕士在職專班論文
93.隙郁文,2007,金属家具產業績效管理之研究以A公司爲例,大葉大学事業經營研究所硕士在職專班論文。
94.隙彦宏,2003,連鎖企業直營舆加盟經營闗键成功因素之研究比较—以星巴克咖啡 舆真鍋珈琲馆爲例,大葉大学工業闗保学研究所硕士論文。
95.隙俊南,2008,以平衡计分卡觀點探讨我國税務機闗绩效評估之研究,大葉大学事業經營研究所硕士在職專班输文。
96.隙建智,2007,量贩店區位選择之研究—以大桃園爲例,阴南大学企業舆创業管理学系硕士論文。
97.隙信雄,2005,中小企業在平衡計分卡推勤實務之研究,大葉大学事業經營研究所硕士在職專班输文。
98.隙圃忠,2007,商業银行平衡計分卡實證分析,畏庚大学企業管理研究所硕士输文。
99.隙國财,2007,應用平衡計分卡分析台湾租賃產業的未来走向—以C公司爲例,中央大学财務金融学系硕士在職專班输文。
100.隙湘妮,2007,醫療彦業應用平衡计分卡之研究-以某區域醫院爲例,束吴大学會計研究所硕士論文。
101.隙福熒,2005,台湾银行業赴中國大陸投资進入策略之闗键成功因素—以ESSP觀點分析,中原大学企業管理研究所碩士输文。
102.隙瑞鸿,2007,频率元件產業外包管理的闗键成功因素之探討,元智大学管理研究所硕士输文。
103.隙趙棕,2007,平衡计分卡规劃舆殷设计之研究-以海罩後勤支援指挥部修護工廠爲例,中央大学工業管理研究所硕士在職專班输文
104.隙聰傑,2008,導入科技化服務之闗键成功因素之探討,台北科技大学商業自勤化舆管理研究所硕士输文。
105.隙锦憲,2007,以平衡计分卡做爲策略规割工具之研究—以H公司爲例,交通大学管理学院硕士在職專班科技管理組输文。
106.郭玉霞,2008,企業應收帳款控管舆零呆帳策略之研究,開南大学企業舆創巢管理学系硕士输文。
107.郭茂己,2005,幼兒教育事業闗键成功因素分析-以大村鄕焉例,大葉大学事業經管研究所硕士在職專班論文。
108.郭俐佳,2008,無腺感测網路結合分析網路程序法應用於邊坡炎害预测舆监控系统之殷计舆實作,屏東科技大学资飘管理系所硕士输文。
109.梁海,2003,連锁加盟闗键成功因素之研究—以移勤式贩賣爲例,大葉大学事業經營研究所硕士输文。
110.梁賢明,2007,平衡计分卡評估經營績效之企業個案研究,佛光大学經济学研究所硕士输文。
111.連海珊,2008,運用平衡计分卡發展績效評估模式-以電子零組件通路商爲例,台北大学企業管理学系硕士在職專班输文。
112.张忠壑,2008,建構平衡计分卡孰行組織策略-以一外商公司爲例,臺湾大学國際企業学研究所硕士输文。
113.张金能,2004,建(?)跨國管理资飘系闗键成功因素之研究—以電子裂造業爲例,中原大学企業管理研究所硕士输文。
114.张欣羲,2006,企業導入资料倉储績效郭估举則之探討,大同大学资飘經營学所硕士論文。
115.张泉福,2008,以平衡计分卡建構國軍救炎機制之研究,中華技術学院土木防炎工程研究所硕士输文。
116.张桂输,2008,A combination of BSC and ANP approach for advertising agency key capabilities evaluation'辅仁管理評論,第15卷第1期,137-154页。
117.张鈞,1994,建立中小企業全面辅導體系之研究,台湾中小企業發展输文集,台北,聯經出版事業公司。
118.强啓祥,2007,運用多準則决策於大学校院推魔教育中心績效評估,阴南大学企業舆創業管理学系硕士输文。
119.强智媛,2007,文化創意產業潛力评估之研究-以台中市爲例,朝阳科技大学建築及都市设计研究所硕士論文。
120.强溪铭,2007,平衡計分卡產業應用寅例探讨—以管建業某公司爲例,中正大学企業管理研究所硕士输文。
121.张漢呈,2007,中小企業提昇創新能力闗键影響因素及封產業高值化影響之研究—以资飘服務業爲例,中正大学舍計舆资飘科技研究所硕士输文。
122.黄术美,2007,内部控制風除評估之研究—以台湾高科技彦業爲例,國防管理学院资源管理研究所硕士输文。
123.黄武星,2008,徒策略管理觀點探討平衡計分卡導入责任中心制度之研究-以台電公司爲例,中原大学企業管理研究所硕士输文。
124.黄思芳,2006,私立技專校院經營策略闗键成功因素之探討—以A科技大学爲例,大葉大学事業經管研究所硕士在職專班論文
125.黄益昌,2007,企業實施平衡计分卡問题之研究,束吴大学企業管理研究所硕士输文。
126.黄筠珊,2008,顾客参舆新服務發展模式之建構,世新大学企業管理研究所硕士論文。
127.黄維賓,2002,知識管理、創新策略舆粗織績效之闗保研究—以台湾積體電路裂造業爲例,大菜大学事業經管研究所碩士输文。
128.黄管杉,1995,台湾地區中小企業行銷现代化舆經管策略,台北,中小企業现代之研究。
129.菜铭城,2007,台湾電梯業裂造管理闗键成功因素之研究-以A公司爲例,元智大学管理研究所硕士输文
130.曾彦皓,2008,應用AHP法建置ISP產業專案績效衡量模式-平衡計分卡觀點,南台科技大学资飘管理研究所硕士输文。
131.湯锦文,2008,應用平衡计分卡建構部门績效評估模式-以産物保除公司理赔部门爲例,台北大学企業管理学系硕士在職專班输文。
132.董家成,2005,家具店經管闗键成功因素之研究-以日月光國隙家飾馆内之家具店爲例,大葉大学事業經管研究所硕士在職專班输文。
133.董運美,2008,奍生馆連锁加盟之闗键成功因素分析,束華大学企業管理学系高陪經營管理硕士在職專班输文
134.詹翠英,2009,產桨用舫織品闗键成功因素之研究,台北科技大学商業自勤化舆管理研究所硕士输文。
135.楊育佳,2007,臺湾某軍事臀療機構導入平衡計分卡之研究,元智大学管理研究所硕士論文。
136.楊宗興,2008,應用多準則决策於顾客選择國際觀光旅馆闗键評估因素之研究,開南大学企業舆刽業管理学系硕士输文。
137.楊顺兆,2007,應用平衡计分卡觀點探討管造產業之經營績效—以某管造廠爲例,中華大学科技管理研究所硕士論文。
138.楊惠婷,2008,创新模式舆新產品開發績效闗聯性之研究,大菜大学事業經管研究所硕士输文。
139.楊源肇,2008,航空货物集散站績效评估之研究,開南大学企業舆創業管理学研究所硕士論文。
140.楊麗银,2008,以平衡計分卡探討創新能力舆资本支出封企業績效之影響,大菜大学事業經管研究所硕士输文。
141.經济部中小企業處,2004,2004中小企業白皮害,台北,經济部。
142.經济部中小企業處,2008,2008中小企業白皮害,台北,經济部。
143.經济部商業司,2007,服務原来可以這麽新：服務創新個案專論,台北,經济部。
144.温俊辉,2009,利用平衡计分卡建構资飘部门績效指標-以國内某企業爲例,華梵大学资飘管理学研究所硕士输文。
145.廖利鑫,2007,應用模糊層极程序分析法探讨平衡计分卡在私立大学經管策略之研究,南華大学管理科学研究所硕士输文。
146.廖國芝,2008,高科技廠商知識管理績效評估之研究,亚洲大学國際企業研究所硕士输文。
147.廖偉伶,2003,知識管理在服務創新之應用,成功大学工業管理科学研究所硕士論文。
148.廖經松,2009,资飘不封稻下改善績效評估之研究—平衡计分卡應用,開南大学會计资飘学研究所硕士論文
149.潘玉葉,1994,台湾中小企業問题之探討,台湾中小企業發展输文集,台北,聯經出版事業公司。
150.潘癸伊,2008,以平衡計分卡觀點建構高職教师创新教学衡量指標之研究,彰化师範大学商業教育学研究所硕士输文。
151.蒋金安,2007,公立瞥院尊入平衡计分卡之研究-以行政院衛生署嘉南療飬院爲例,中山大学政治学研究所硕士論文。
152.蒋福宗,2007,營利性质公共部门導入平衡计分卡之研究—以中央造幣廠爲實證個案,中原大学企業管理研究所硕士输文。
153.郑子程,2007,應用资料包络分析法舆平衡计分卡指标评估企業併購績效,中原大学國隙贸易研究所硕士論文。
154.郑炎宏,2007,民用航空器装载管制舆航空站地勤業相互影響之研究,開南大学空運管理学系硕士論文。
155.蔡宜芳,2008,中高陪管理才能評鑑模式之研究—以U公司爲例,中山大擎人力资源管理研究所硕士输文。
156.蔡秉芳,2001,網隙網路環境下服務系统設計概念演燮之研究,清華大学科技管理 研究所硕士输文。
157.蔡桂君,2009,重大公共建殷個别计畫舆配套計畫之比较分析,成功大学都市計割学系硕士論文
158.蔡培轩,2008,建構财富管理银行組織績效之評選模式-網路層級分析法舆平衡計分卡之應用,元培科技大学經管管理研究所硕士输文。
159.蔡啓通,1997,組織因素、粗織成员整體创造性舆組戳新之闗保,台湾大学商学研究所博士输文。
160.到克勇,2007,運用品质機能展開舆平衡計分卡建立績效衡量指標-以台湾笔記型電脑產業爲例,屏東科技大学企業管理研究所碩士論文。
161.到美君,2007,導遊人员精效評估建構之研究-以平衡计分卡爲基礎,高雄餐旅学院旅遊管理研究所在職專班論文。
162.刘昭宜,2007,結合分析網路程序法舆詮释結構模型於晨產物流中心選挥模式,高雄第一科技大学運籌管理所硕士输文。
163.刘晏呈,2007,應用分析網路程序法评比文化资產空間资源再利用方案之研究,朝陽科技大学建築及都市設計研究所硕士論文。
164.到澤賢,2007,架構式商業智慧系统之平衡計分卡建置研究,中山大学资飘管理学研究所硕士输文。
165.黎美珍,2007,臺南縣郷(镇、市)公所組織绩效衡量之研究-以平衡計分卡爲實證,畏榮大学經管管理研究所硕士論文。
166.盧素莲,2000,加入WTO封我國服務業之影響及封策分析,經济部網站资料。
167.(?)煜燦,2008,運用ANP创新軍備镬得政策指尊流程之研究,開南大学资飘管理学研究所硕士输文。
168.魏宽甫,2008,客户層級封银行理财專员工作满意度影響之研究,大葉大学事桨經管研究所硕士在職專班输文。
169.薛盈婷,2009,以企業价值觀點探討平衡计分卡舆經济附加价值之闗聯性—以台湾生物科技業爲例,南台科技大学企業管理研究所硕士論文。
170.薛景超,2008,連镇咖啡馆經營闗键成功因素之研究—以風尙人文咖啡馆爲例,逢甲大学經管管理硕士在職專班論文。
171.鍾名琴,2006,以AHP法探討公立托兒所公辦民管闗键成功因素,中華大学科技管理研究所硕士論文。
172.筒宏展,2007,台湾高鐵服務品質評估模式之研究,高雄第一科技大学運籌管理所硕士論文。
173.筒佩君,2008,建構專業媒體服務公司評選模式—分析網路程序法之應用,元培科技大学經營管理研究所硕士输文。
174.筒慧華,2007,平衡计分卡應用於日本線领除之績效評估,高雄餐旅学院旅遊管理研究所在職專班输文。
175.聶星,2008,银行業寅施平衡計分卡之探討—以某银行國内管業罩位爲例,台北大学會计学研究所硕士输文。
176.羅旭華,2004,全球化超势中服務業競争力之探求,東海大学管理硕士学程在職進修專班論文。
177.羅淑敏,2007,平衡计分卡舆闗键績效指標之研究-以圃内某電子廠商爲例,元智大学管理研究所硕士输文
178.蘇冠铭,2008,以平衡计分卡探讨企業購併之成败因素,大葉大学會计资飘学系硕士输文。
179.蘇昭宏,2008,國民小学捕校績效责任指標之研究,中苹大学經營管理研究所碩士論文。
180.蘇钰勤,2008,構廣告代言人評選模式—分析網路程序法之應用,元培科技大学經管管理研究所硕士論文。
181.蘇黎茹,2007,運用平衡計分卡於非營利特種基金策略績效指標之研究-以國道公路建設管理基金焉例,束吴大学會计研究所硕士输文。
182.行政院主計處網站www.dgbasey.gov.tw。
1. Aaker, D.A. (1984). Developing Business Strategies. New York:Wiley & Sons.
2. Aaker, D.A. (1992). Developing Business Strategies (3rd). New York:John Wiley & Sons.
3. Afuah, A. (2003). Innovation Management:Strategies, Implementation, and Profits. New York:Oxford University Press.
4. Ahadzie, D.K., Proverbs, D.G.,& Olomolaiye, P.O. (2008). Critical success criteria for mass house building projects in developing countries. International Journal of Project Management,26,675-687.
5. Aksorn, T.,& Hadikusumo, B.H.W. (2008). Critical success factors influencing safety program performance in Thai construction projects. Safety Science,46,709-727.
6. Alam, I.,& Perry, C. (2002). A customer-oriented new service development process. Journal of Services Marketing,16(6),515-534.
7. Anand, M., Sahay, B.S.,& Saha, S. (2005). Balanced scorecard in Indian companies. VIKALPA:The Journal for Decision Makers,30(2),11-25.
8. Anderson, W.L.,& Crocca, W.T. (1993). Engineering practice and codevelopment of codevelopment of product prototypes. Communications of the ACM,36(6),49-56.
9. Andrews, K.R. (1971). The Concept of Corporate Strategy. Irwin:Dow Jones.
10. Avlonitis, GJ., 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.
11. Bamberger, I. (1989). Developing competitive advantage in small and medium-size firms. Long Range Planning,22(5),82.
12. Barney, J.B. (1991). Firm resources and sustained competitive advantage. Journal of Management,17(1),99-120.
13. Berry, L.L., Shankar, V., Parish, J.T., Cadwallader, S.,& Dotzel, T. (2006). Creating new markets through service innovation. MIT SLOAN Management Review,47(2), 56-63.
14. Bessant, J.,& Rush, H. (1995). Building bridges for innovation:The role of consultants in technology transfer. Research Policy,24(1),97-114.
15. Betz, F. (1993). Strategic Technology Management. New York:McGraw Hill.
16. Betz, F. (2003). Managing Technological Innovation:Competitive Advantage from Change. New York:Wiley & Sons.
17. Bhagwat, R.,& Sharma, K.M. (2007). Performance measurement of supply chain management:A balanced scorecard approach. Computers & Industrial Engineering,53, 43-62.
18. Bose, S.,& Thomas, K. (2007). Applying the balanced scorecard for better performance of intellectual capital. Journal of Intellectual Capital,8,653-665.
19. Bowers, M.R. (1989). Developing new services improving the process makes it better. Journal of Services Marketing,3(1),15-20.
20. Boynton, A.C.,& Zmud, R.W. (1984). An assessment of critical success factor. Sloan Management Review,54(8),17-27.
21. Bradley, J. (2008). Management based critical success factors in the implementation of Enterprise Resource Planning systems. International Journal of Accounting Information Systems,9,175-200.
22. Bremser, W.G.,& Chung, Q.B. (2005). A framework for performance measurement in the e-business environment. Electronic Commerce Research and Applications,4, 395-412.
23. Brenes, E.R., Mena, M.,& Molina, G.E. (2008). Key success factors for strategy implementation in Latin America. Journal of Business Research,61,590-598.
24. Bruce, M.,& Beimans, W.G. (1995). Product Development:Meeting the Challenge of the Design-Marketing Interface. Chichester:John Wiley.
25. Bryson, J.R.,& Monnoyer, C. (2004). Understanding the relationship between services and innovation:The RESER review of the European service literature on innovation. The Service Industries Journal,24(1),205-222.
26. Buell, V.P. (1984). Marketing Management:A Strategic Planning Approach. New York: McGraw Hill.
27. Chan, Y.C.L. (2006). An analytic hierarchy framework for evaluating balanced scorecards of healthcare organizations. Canadian Journal Administrative Sciences,23, 85-104.
28. Chand, D., Hachey, G., Hunton, J., Owhoso, V.,& Vasudevan, S. (2005). A balanced scorecard based framework for assessing the strategic impacts of ERP systems. Computers in Industry,56,558-572.
29. Chandler, A.D. (1962). Strategy and Structure Chapters in the History of Industrial Enterprise. Mass:M.I.T..
30. Chang, C.W., Wu, C.R., Lin, C.T.,& Lin, H.L. (2007). Evaluating digital video recorder systems using analytic hierarchy and analytic network processes. Information Sciences, 177,3383-3396.
31. Chang, K.L. (2007). Selecting the hosts of Taiwan TV-shopping channels by analytic network process. The Journal of Human Resource and Adult Learning,3(1),103-107.
32. Chang, M.Y., Hung, Y.C., Yen, D.C.,& Tseng, P.T.Y. (2009). The research on the critical success factors of knowledge management and classification framework project in the Executive Yuan of Taiwan Government. Expert Systems with Applications,36, 5376-5386.
33. Chatterjee, S., Chakraborty, S., Sarker, S., Sarker, S.,& Lau, F.Y. (2009). Examining the success factors for mobile work in healthcare:A deductive study. Decision Support Systems,46,620-633.
34. Chen, K.M.,& Liu, R.J. (2005). Interface strategies in modular product innovation. Technovation,25(7),771-782.
35. Chen, M.Y., Huang, M.J.,& Cheng, Y.C. (2009). Measuring knowledge management performance using a competitive perspective:An empirical study. Expert Systems with Applications,36,8449-8459.
36. Cheng, E.W.L.,& Li, H. (2007). Application of ANP in process models:An example of strategic partnering. Building and Environment,42,278-287.
37. Chesbrouch, H.,& Spohrer, J. (2006). A research manifest to for services science. Communication of the ACM,49(7),33-40.
38. Chow, T.,& Cao, D.B. (2008). A survey study of critical success factors in agile software projects. The Journal of Systems and Software,81,961-971.
39. Conhaim, W.W. (1994). Linking up to a global network. Link-Up,11 (3),5-31.
40. Coop, C.F. (2006). Balancing the balanced scorecard for a New Zealand mental health service. Australian Health Review,30(2),174-180.
41. Cooper, R.G (1990). Stage-gate systems a new tool for managing new products. Business Horizons,33(3),44-53.
42. Craig, A.,& Hart, S. (1993). Dimensions of success in new product development. In M. J. Baker(ed.). Perspectives on Marketing Management,13(1),207-243, London:Wiley.
43. Daniel, D.R. (1961). Management information crisis. Havard Business Review,39, 111-121.
44. Daniel, E.,& Storey, C. (1997). On-Line banking:Strategic and management challenges. Long Range Planning,30(6),890-898.
45. Dauphinais, G.W., Means, G.,& Price, C. (2000). Wisdom of the CEO-29 Global Leaders Tackle Today's Most Pressing Business Challenges. New York:John Wiley & Sons.
46. Davis, S.,& Albright, T. (2004). An investigation of the effect of balanced scorecard implementation on financial performance. Management Accounting Research,15, 135-153.
47. Davis, M.M.,& Berdrow, I. (2008). Service science:Catalyst for change in business school curricula. IBM System Journal,47(1),29-39.
48. Drucker, P. (1985). Innovation and Entrepreneurship. New York:Harper and Row.
49. Drucker, P. (1994). Innovation and Entrepreneurship. New York:Harper and Row.
50. Easingwood, C.J.,& Percival, J. (1990). Evaluation of new financial services. International Journal of Bank Marketing,18(6),3-8.
51. Edgett, S. (1993). Developing new financial service within UK building societies. International Journal of Bank Marketing,11(3),35-43.
52. Edgett, S., Shipley, D.,& Forbes, G.(1992). Japanese and British companies compared: Contributing factors to success and failure in NPD. Journal of Product Innovation Management,9(1),3-11.
53. Fernandes, K.J., Raja, V.,& Whalley, A. (2006). Lessons from implementing the balanced scorecard in a small and medium size manufacturing. Technovation,26, 623-643.
54. Fitzsimmons, J.A.,& Fitzsimmons, M.J. (2001). Service Management. New York: McGraw Hill.
55. Gadrey, J., Gallouj, F.,& Weinstein, O. (1995). New modes of innovation:How services benefit industry. International Journal of Service Industry Management,6(3),4-16.
56. Gallouj, F. (2002). Innovation in the Service Economy:The New Wealth of Nations. Cheltenham:Edward Elgar.
57. Garcia, R.& Calantone, R. (2002). A critical look at technological innovation typology and innovativeness terminology:A literature review. Journal of Product Innovation Management,19(2),110-132.
58. Gattiker, U.E. (1990). Technology Management in Organization. CA:Sage.
59. Gencer, C.,& Gurpinar, D. (2007). Analytic network process in supplier selection:A case study in an electronic firm. Applied Mathematical Modelling,31,2475-2486.
60. Grant R.M. (1991). The resource-based theory of competitive advantage:Implications for strategy formulation. California Management Review,33(3),114-135.
61. Griffin, A.,& Page, A.L. (1996). PDMA success measurement project:Recommended measures for product development success and failure. Journal of Product Innovation Management,13(6),478-496.
62. Gronroos, C. (1982). Strategic Management and Marketing in Service Sector. MA: Marketing Science Institute.
63. Gustafsson, A.,& Johnson, M. (2003). Competing in a Service Economy:How to Create a Competitive Advantage through Service Development and Innovation. San Francisco: Jossey Bass.
64. Hackney, R.,& Dunn, D. (2000). Business Information Technology Management: Alternative and Adaptive Future. New York:Palagrave.
65. Hafeez, K., Zhang, Y.B.,& Malak, N. (2002a). Determining key capabilities of a firm using analytic hierarchy process. International Journal of Production Economics,76, 39-51.
66. Hafeez, K., Zhang, Y.B.,& Malak, N. (2002b). Core competence for sustainable competitive advantage:A structure methodology for identifying core competence. IEEE Transactions on Engineering Management,49(1),28-35.
67. Hastings, C. (2004). Discussion of performance measures in public service broadcasting. Aslib Proceedings:New Information Perspectives,56,301-307.
68. Henderson, R.M,& Clark, K.B. (1990). Architectural innovation:There configuration of existing product technologies and the failure of established firms. Administrative Science Quarterly,35(1),9-20.
69. Heskett, J.L., Jones, T.O., Lovemen, G.W., Sasser, E.W.,& Schlesinger, L.A. (1994). Putting the service-profit chain to work. Harvard Business Review,72(2),164-174.
70. Hill, T.P. (1977). On goods and services. Review of Income and Wealth,315-338.
71. Hipp, C., Tether, B.,& Miles, I. (2000). The incidence and effects of innovation in services:Evidence from Germany. International Journal of Innovation Management,4(4), 417-453.
72. Ho, Y.C., Chang, O.C.,& Wang, W.B. (2008). An empirical study of key success factors for Six Sigma Green Belt projects at an Asian MRO company. Journal of Air Transport Management,14,263-269.
73. Hofer, C.W.,& Schendel, D.E. (1978). Strategy Formulation:Analytical Concept. New York:West Publishing.
74. Hollenstein, H. (2003). Innovation modes in the Swiss service sector:A cluster analysis based on firm-level data. Research Policy,32(3),845-863.
75. Holt, K. (1988). Product Innovation Management. London:Harper Business.
76. Huse, M., Neubaum, D.O.,& Gabrielsson, J. (2005). Corporate innovation and competitive environment. International Entrepreneurship and Management Journal,1(3), 313-333.
77. Jharkharia, S.,& Shankar, R. (2007). Selection of logistics service provider:An analytic network process (ANP) approach. Omega,35,274-289.
78. Johne, A.,& Storey, C. (1998). New service development:A review of the literature and annotated bibliography. European Journal of Marketing,32(3/4),184-251.
79. Juran, J.M. (1986). The quality trilogy. Quality Progress,19(8),19-24.
80. Kandampully, J. (2002). Innovation as the core competency of a service organization: The role of technology, knowledge and networks. European Journal of Innovation Management,5(1),18-26.
81. Kaplan, R.S.,& Norton, D.P. (1992). The balanced scorecard-measures that drive performance. Harvard Business Review,70(1),71-79.
82. Kaplan, R.S.,& Norton, D.P. (1996). The Balanced Scorecard:Translating Strategy into Action. Massachusetts:Harvard Business School Press.
83. Kaplan, R.S.,& Norton, D.P. (2006). How to implement a new strategy without disrupting your organization. Harvard Business Review,84,100-109.
84. Kazuyoshi Hidaka (2006). Trends in service sciences in Japan and abroad. Quarterly Review,19,35-47.
85. Kelly, D.,& Storey, C. (2000). New service development:Initiation strategy. International Journal of Service Industry Management,11(1),45-62.
86. Kocakiilah, M.C.,& Austill, A.D. (2007). Balanced scorecard application in the health care industry:A case study. Journal of Health Care Finance,34(1),72-99.
87. Kolter, P. (1991). Marketing Management:Analysis, Planning, Implementation and Control. New York:Prentice Hall.
88. Kolter, P. (1992). Marketing Management:Analysis, Planning, Implementation and Control. New York:Prentice Hall.
89. Kotler, P. (2002). Marketing Management. New York:Prentice Hall.
90. Laitinen, E.K. (2005). Microeconomic analysis of the balanced scorecard:A case of Nokia corporation. International Journal of Productivity and Performance Management, 54(5/6),325-339.
91. Landry, R., Amara, N.,& Lamari, M. (2002). Does social capital determine innovation? To what extent? Technological Forecasting and Social Change,69(5),681-701.
92. Lee, A.H.I., Chen, W.C.,& Chang, C.J. (2008). A fuzzy AHP and BSC approach for evaluating performance of IT department in the manufacturing industry in Taiwan. Expert Systems with Applications,34,96-107.
93. Leidecker, J.K.,& Bruno, A.V. (1984). Identifying and using critical success factors. Long Range Planning,17(1),23-32.
94. Leung, L.C., Lam, K.C.,& Cao, D. (2006). Implementing the balanced scorecard using the analytic hierarchy process & the analytic network process. Journal of the Operational Research Society,57,682-691.
95. Liao, S.K.,& Chang, K.L. (2009a). Selecting public relations personnel of hospitals by analytic network process. Journal of Hospital Marketing & Public Relations,19,52-63.
96. Liao, S.K.,& Chang, K.L. (2009b). Select televised sportscasters for Olympic Games by analytic network process. Management Decision,47,14-23.
97. Liao, S.K.,& Chang, K.L. (2009c). Selecting key capabilities of TV-shopping companies applying analytic network process. Asia Pacific Journal of Marketing and Logistics,21,161-173.
98. Lin, C.C. (1995). Production function, factor substitution, and direct foreign investment: a case Study in Taiwan. Asian Economic Journal,9,193-203.
99. Lin, Y.H., Chiu, C.C.,& Tsai, C.H. (2008). The study of applying ANP model to assess dispatching rules for wafer fabrication. Expert Systems with Applications,34, 2148-2163.
100. Little, I.M.D. (1979). Economic Growth and Structural Change in Taiwan:The Postwar Experience of the Republic of China. London:Cornell University Press.
101. Lovelock, C. (1983). Classifying services to gain strategic marketing insight. Journal of Marketing,47,9-20.
102. Lovelock, C. (2001). Services Marketing:People, Technology, Strategy. New Jersey: Prentice Hall.
103. 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.
104. Maglio, P.P., Srinivasan, S., Kreulen, J.T.,& Spohrer, J. (2006). Service system, service scientists, SSME, and innovation. Communication of the ACM,49(7),81-85.
105. Marquis, D.G. (1972). The anatomy of successful innovation. Managing Advancing Technology,11,35-48.
106. Marquis, D.G. (1982). The Anatomy of Successful Innovation. Cambridge:Winthrop Publishers.
107. Martin, C.R.,& Home, D.A. (1995). Level of success inputs for service innovations in the same firm. International Journal of Service Industry Management,6(4),40-56.
108. McGahan, A.M. (2004). How Industries Evolve:Principles for Achieving and Sustaining Superior Performance. Boston:Harvard Business School Press.
109. Mendoza, L.E., Marius, A., Perez, M.,& Griman, A.C. (2007). Critical success factors for a customer relationship management strategy. Information and Software Technology, 49,913-945.
110. Michalska, J. (2005). The usage of the balanced scorecard for the estimation of the enterprise's effectiveness. Journal of Materials Processing Technology,162-163, 751-758.
111. Miles, I. (2008). Patterns of innovation in service industries. IBM System Journal,47(1), 115-128.
112. Milis, K.,& Mercken, R. (2004). The use of the balanced scorecard for the evaluation of information and communication technology projects. International Journal of Project Management,22,87-97.
113. Mulej, M., Kajzer, S., Treven, S.,& Jurse, K. (1997). Sodobna ekonomija med odpori do inovacij in zivljenjem od njih' (Contemporary economy between refusing innovation and living on it). Nase gospodarstvo,43(3/4),339-349.
114. Nathan, K.,& Pelfrey, S. (2004). Strong medicine for failing hospitals:A balanced scorecard approach. Cost Management,18(1),24-30.
115. Ngai, E.W.T., Law, C.C.H.,& Wat, F.K.T. (2008). Examining the critical success factors in the adoption of enterprise resource planning. Computers in Industry,59,548-564.
116. Nonaka, I.,& Takeuchi, H. (1995). The Knowledge-Creating Company. New York: Oxford.
117. Norman, M.E. (1984). Marketing freight transport:The need for customer-orientation. Service Industries Journal,4(3),125-132.
118. Obendhain, A.M.,& Johnson, W.C. (2004). Product and process innovation in service organizations:The influence of organizational culture in higher education institutions. Journal of Applied Management and Entrepreneurship,9(3),91-113.
119. Oh, Y., Suh, E.H., Hong, J.,& Hwang, H. (2009). A feasibility test model for new telecom service development using DCDM method:A case study of video telephone service in Korea. Expert Systems with Applications,36,6375-6388.
120. Pan, M.C.,& Wu, J.T. (2009). KSF of TV shopping industry in cross-straits. International Journal of Information Technology and Decision Making,8(1),169-187.
121.Papalexandris, A., Ioannou, G.,& Prastacos, G.P. (2004). Implementing the balanced scorecard in Greece:A software firm's experience. Long Range Planning,37,351-366.
122. Papalexandris, A., Ioannou, G., Prastacos, G.,& Soderquist, K.E. (2005). An integrated methodology for putting the balanced scorecard into action. European Management Journal,23(2),214-227.
123. Parasuraman, A., Zeithaml, V.A.,& Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing,49(4),41-50.
124. Parker, G.M. (1994). Cross-Functional teams. San Francisco:Jossey-Bass.
125. Parkinson, J., Tsasis, P.,& Porporato, M. (2007). A critical review of financial measures as reported in the Ontario hospital balanced scorecard. Journal of Health Care Finance, 34(2),48-56.
126. Pennings, J.M.& Harianto, F. (1992). The diffusion of technological innovation in the commercial banking industry. Strategic Management Journal,29-46.
127. Penrose, E.T. (1959). The Theory of Growth of the Firm. New York:John Wiley & Sons.
128. Peppers, D.,& Rogers, M. (1997). The $15,000 rug. Marketing Tools,25(May),4-7.
129. Pittaway, L., Robertson, M., Munir, K., Denyer, D.,& Neely, A. (2004). Networking and innovation:A systematic review of the evidence. International Journal of Management Review,5/6(3),137-168.
130. Porter, M.E. (1980). Competitive Strategy:Technique for Analyzing Industries and Competitors. New York:Free Press.
131. Porter, M.E. (1985). Competitive Advantage. New York:Free Press.
132. Porter, M.E. (1991). Toward a dynamic theory of strategy. Strategic Management Journal, 12,95-117.
133. Quaddus, M.,& Achjari, D. (2005). A model for electronic commerce success. Telecommunications Policy,29,127-152.
134. Quelch, J.A.& Klein, L.R. (1996). The internet and international marketing. Sloan Management Review, Spring,60-75.
135. Ray, G., Barney, J.B.,& Muhanna, W.A. (2004). Capabilities, business processes and competitive advantage:Choosing the dependent variable in empirical tests of the resource-based view. Strategic Management Journal,25(1),23-37.
136. Regan, W.J. (1963). The service revolution. Journal of Marketing,27,32-36.
137. Regnier, P. (1993). Spreading Singapore's wings worldwide:A review of traditional and new investment strategies. The Pacific Review,6(4),305-312.
138. Rockart, J. (1979). Chief executives defined their own data needs. Harvard Business Review,20,64-67.
139. Ryans, C.C. (1995). Resource. Journal of Small Business Management,33(2),65-67.
140. Saaty, T.L. (1980). The Analytic Hierarchy Process. New York:McGraw Hill.
141. Saaty, T.L. (1996). Decision Making with Dependence and Feedback:The Analytic Network Process. Pittsburgh:RWS Publication.
142. Sambasivan, M.,& Fei, N.Y. (2008). Evaluation of critical success factor of implementation of ISO 14001 using analytic hierarchy process (AHP):A case study from Malaysia. Journal of Cleaner Production,16,1424-1433.
143. Sampson, S.L. (2004). The Unified Service Theory. New York:Production and Operation Management Society.
144. Sasser, W.E. (1978). Management of Service Operations-Text, Cases and Readings. Boston:Allyn and Bacon.
145. Schmidt, S., Bateman, I., Breinlinger-O'Reilly, J.,& Smith, P. (2006). A management approach that drives actions strategically. International Journal of Health Care Quality Assurance,19,119-135.
146. Schumpter, J. A. (1934). The Theory of Economic Development. Cambridge:Harvard Economic Studies.
147. Schumpeter, J. A. (1942). Capitalism, Socialism and Democracy. New York:Harper & Brothers.
148. Sebora, T.C., Lee, S.M.,& Sukasame, N. (2009). Critical success factors for e-commerce entrepreneurship: An empirical study of Thailand. Small Business Economics,32,303-316.
149. Seheuing, E.E.,& Johnson, E.M. (1989). A proposed model for new service development. Journal of Services Marketing,3(2),25-34.
150. Selim, H.M. (2007). Critical success factors for e-learning acceptance:Confirmatory factor models. Computers & Educations,49,396-413.
151. Shah, M.H.,& Siddiqui, F.A. (2006). Organisational critical success factors in adoption of e-banking at the Woolwich bank. International Journal of Information Management, 26,442-456.
152. Sheth, A., Verma, K.,& Gomadam, K. (2006). Semantics to energize the full services spectrum. Communication of the ACM,49(7),55-61.
153. Snellman, K.,& Vihtkari, T. (2003). Customer complaining behaviour in technology-based service encounters. International Journal of Service Industry Management,14(2),217-231.
154. Soloman, S.D. (1994). Staking a claim on the internet. Technology Supplement,16(13), 87-92.
155. Spohrer, J., Maglio, P.P., Bailey, J.,& Gruhl, D. (2007). Steps toward a science of service systems. IEEE Computer,40(1),71-77.
156. Stanton, W.J. (1975). Fundamentals of Marketing Channels. New York:McGraw Hill.
157. Storey, D.J.(1982). Entrepreneurship and the New Firm. London:Croom Helm.
158. Storey, C.,& Easingwood, C.J. (1999). Types of new product performance:Evidence from the consumer financial sector. Journal of Business Research,46,193-203.
159. Storey, C.,& Kelly, D. (2001). Measuring the performance of new service development activities. The Service Industries Journal,21(2),71-90.
160. Sun, A.Y.T., Yazdani, A.,& Overend, J.D. (2005). Achievement assessment for enterprise resource planning (ERP) system implementations based on critical success factors. International Journal of Production Economics,98,189-203.
161. Syson, F.,& Perks, H. (2004). New service development:A network perspective. Journal of Service Marketing,18(4),255-266.
162. Tadahiko Abe (2005). Research report. The Fujitsu Research Institute Economic Research Center Tokyo,246.
163. Tether, B.S. (2002). Who co-operates for innovation, and why:A empirical analysis. Research Policy,31(4),947-967.
164. Tidd, J., Bessant, J.,& Pavitt, K. (2001). Managing Innovation:Integrating Technological, Market and Organizational Change. New York:John Wiley & Sons.
165. Tushman, N.L.,& Nadler, D.A. (1986). Organizing for innovation. California Management Review,74-92.
166. van der Aa, W.,& Elfring, T. (2002). Realizing innovation in services. Scandinavian Journal of Management,18(2),155-171.
167. Vargo, S.L.,& Lush, R.F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing,68(1),1-17.
168. Van de Ven (1986). Central problems in the management of innovation. Management science,32,590-607.
169. Voss, C., Johnston, R., Silvestro, R., Fitzgerald, L.,& Brignall, T. (1992). Measurement of innovation and design performance in service. Design Management Journal,40-46.
170. Walker, K.B.,& Dunn, L.M. (2006). Improving hospital performance and productivity with the balanced scorecard. Academy of Health Care Management Journal,2,85-110.
171. Watt, D.J., Kayis, B.,& Willey, K. (2009). Identifying key factors in the evaluation of tenders for projects and services. International Journal of Project Management,27, 250-260.
172. Weissenberger-Eibl, M.,& Koch, D.J. (2007). Importance of industrial services and service innovations. Journal of Management & Organization,13(2),88-101.
173. Wernerfelt, B. (1984). A resource-based view of the firm. Strategic Management Journal, 16(3),171-174.
174. Wicks, A.M., Clair, L.S.,& Kinney, C.S. (2007). Competing values in healthcare: Balancing the (Un) balanced scorecard. Journal of Healthcare Management,52(5), 309-324.
175. Wu, W.W.,& Lee, Y.T. (2007). Selecting knowledge management strategies by using the analytic network process. Expert Systems with Applications,32,841-847.
176. Wu, W.Y., Shih, H.A.,& Chan, H.C. (2009). The analytic network process for partner selection criteria in strategic alliances. Expert Systems with Applications,36, 4646-4653.
177. Yazgan, H.R., Boran, S.,& Goztepe, K. (2009). An ERP software selection process with using artificial neural network based on nanalytic network process approach. Expert Systems with Applications,36,9214-9222.
178. Yoon, J.,& Chae, M. (2009). Varying criticality of key success factors of national e-strategy along the status of economic development of nations. Government Information Quarterly,26,25-34.
179. Yuksel, I.,& Dagdeviren, M. (2007). Using the analytic network process (ANP) in a SWOT analysis-A case study for a textile firm. Information Sciences,177,3364-3382.
180. Zeithaml, V.A.,& Bitner, M.J. (1996). Service Marketing. New York:McGraw Hill.
181. Zhao, J.L., Tanniru, M.,& Zhang, L.J. (2007). Services computing as the foundation of enterprise agility:Overview of resent advances and introduction to the special issue. Information System Frontiers,9(1),1-8.
2廖偉伶,2003,知識管理在服務創新之應用,成功大学工業管理科学研究所硕士論文
3 Porter, M.E. (1985). Competitive Advantage. New York:Free Press.
4 Storey, C.,& Easingwood, C.J. (1999). Types of new product performance:Evidence from the consumer financial sector. Journal of Business Research,46,193-203.
5 Drucker, P. (1994). Innovation and Entrepreneurship. New York:Harper and Row.
6 Huse, M., Neubaum, D.O.,& Gabrielsson, J. (2005). Corporate innovation and competitive environment. International Entrepreneurship and Management Journal,1(3),313-333.
7經济部中小企業處,2008,2008中小企業白皮书,台北,經济部
8經济部中小企業處,2008,2008中小企業白皮书,台北,經济部
9吴松龄、陳俊碩、楊金源,2004,中小企業管理舆诊断實務,台北,揚智文化
10經济部中小企業處,2008,2008中小企業白皮书,台北,經济部
11胡名雯,1998,民国八十年台湾裂造業中小企業市場估有率成畏之决定因素,淡江大学產業經济学研究所硕士输文
12吴秉恩,1999,分享式人力资源管理,台北,翰盧圖书出版有限公司
13 Regnier, P. (1993). Spreading Singapore's wings worldwide:A review of traditional and new investment strategies. The Pacific Review,6(4),305-312
14 Storey, D.J.(1982). Entrepreneurship and the New Firm. London:Croom Helm.
15胡名雯,1998,民國八十年台湾裂造業中小企業市場估有率成畏之决定因素,淡江大学產業經济学研究所硕士論文
16吴秉恩,1999,分享式人力资源管理,台北,翰虐圖害出版有限公司
17 Little, I.M.D. (1979). Economic Growth and Structural Change in Taiwan:The Postwar Experience of the Republic of China. London:Cornell University Press.
18 Lin, C.C. (1995). Production function, factor substitution, and direct foreign investment:A case Study in Taiwan. Asian Economic Journal,9,193-203.
19吴秉恩,1999,分享式人力资源管理,台北,翰盧圖书出版有限公司
20經济部中小企業處,2004,2004中小企業白皮书,台北,經济部
21张鈞,1994,建立中小企業全面辅導體系之研究,台湾中小企業發展論文集,台北,聯經出版事業公司
22高孔廉、王約成,1994,台湾中小企業合作經營可行性之研究,台湾中小企業發展論文集,台北,聯經出版事業公司
23强鈞,1994,建立中小企業全面輔導體系之研究,台湾中小企業發展論文集,台北,聯經出版事業公司
24潘玉葉,1994,台湾中小企業問题之探讨,台湾中小企業發展論文集,台北,聯經出版事業公司
25許文志,1995,邁向21世紀臺湾中小企業經管策略,台北,揚智文化
26张漢呈,2007,中小企業提异创新能力闗键影響因素及封產業高值化影響之研究—以资飘服務業爲例,中正大学會計舆資飘科技研究所硕士論文
27黄管杉,1995,台湾地區中小企業行销现代化舆經營策略,台北,中小企業现代之研究
28 Soloman, S.D. (1994). Staking a claim on the internet. Technology Supplement,16(13),87-92.
29 Ryans, C.C. (1995). Resource. Journal of Small Business Management,33(2),65-67.
30 Conhaim, W.W. (1994). Linking up to a global network. Link-Up,11(3),5-31.
31 Quelch, J.A.& Klein, L.R. (1996). The internet and international marketing. Sloan Management Review, Spring,60-75.
32 Lovelock, C. (1983). Classifying services to gain strategic marketing insight. Journal of Marketing,47,9-20.
33 Stanton, W.J. (1975). Fundamentals of Marketing Channels. New York:McGraw Hill.
34 Hill, T.P. (1977). On goods and services. Review of Income and Wealth,315-338.
35 Juran, J.M. (1986). The quality trilogy. Quality Progress,19(8),19-24.
36 Kotler, P. (2002). Marketing Management. New York:Prentice Hall.
37羅旭華,2004,全球化趋势中服務業競争力之探求,束海大学管理硕士学程在職進修專班論文
38羅旭華,2004,全球化趋势中服務業競争力之探求,東海大学管理硕士学程在職進修專班論文
39盧素蓮,2000,加入WTO封我國服務業之影響及封策分析,經济部網站资料
40 Regan, W.J. (1963). The service revolution. Journal of Marketing,27,32-36.
41 Lovelock, C. (2001). Services Marketing:People, Technology, Strategy. New Jersey:Prentice Hall.
42蔡秉芳,2001,網際網路環境下服務系统设计概念演燮之研究,清華大学科技管理研究所硕士論文
43 Snellman, K.,& Vihtkari, T. (2003). Customer complaining behaviour in technology-based service encounters. International Journal of Service Industry Management,14(2),217-231.
44蔡秉芳,2001,網際網路瑕境下服務系统设计概念演燮之研究,清苹大学科技管理研究所硕士論文
45蔡秉芳,2001,網際網路環境下服務系统设计概念演燮之研究,清華大学科技管理研究所硕士論文
46蔡秉芳,2001,網隙網路瑕境下服務系统设計概念演燮之研究,清華大学科技管理研究所硕士論文
47蔡秉芳,2001,網際網路瑕境下服務系统设计概念演變之研究,清華大学科技管理研究所碩士論文
48 Sampson, S.L. (2004). The Unified Service Theory. New York:Production and Operation Management Society.
49 Porter, M.E. (1985). Competitive Advantage. New York:Free Press.
50許书铭,2000,產業國際競争力之發展及其影響因素分析-國家競争力觀點,台湾大学商学研究所博士論文。
51許害铭,2000,崖業國際競争力之發展及其影響因素分析-国家競争力靓點,台湾大学商学研究所博士输文。
52許害铭,2000,產業圃際競争力之發展及其影響因素分析-國家競争力觀點,台湾大学商学研究所博士論文
53 Porter, M.E. (1985). Competitive Advantage. New York:Free Press.
54 Porter, M.E. (1985). Competitive Advantage. New York:Free Press.
55許书铭,2000,產業國隙競争力之發展及其影響因素分析-國家競争力颧點,台湾大学商学研究所博士論文
56羅旭華,2004,全球化趋势中服務業競争力之探求,東海大学管理硕士学程在職進修專班論文
57 Heskett, J.L., Jones, T.O., Lovemen, G.W., Sasser, E.W.,& Schlesinger, L.A. (1994). Putting the service-profit chain to work. Harvard Business Review,72(2),164-174.
58 Kaplan, R.S.,& Norton, D.P. (1996). The Balanced Scorecard:Translating Strategy into Action. Massachusetts:Harvard Business School Press.
59 Heskett, J.L., Jones, T.O., Lovemen, G.W., Sasser, E.W.,& Schlesinger, L.A. (1994). Putting the service-profit chain to work. Harvard Business Review,72(2),164-174.
60 Miles, I. (2008). Patterns of innovation in service industries. IBM System Journal,47(1),115-128.
61 Maglio, P.P., Srinivasan, S., Kreulen, J.T.,& Spohrer, J. (2006). Service system, service scientists, SSME, and innovation. Communication of the ACM,49(7),81-85.
62 Schumpter, J. A. (1934). The Theory of Economic Development. Cambridge:Harvard Economic Studies.
63 Afuah, A. (2003). Innovation Management:Strategies, Implementation, and Profits. New York:Oxford University Press.
64 Drucker, P. (1985). Innovation and Entrepreneurship. New York:Harper and Row.
65 Betz, F. (1993). Strategic Technology Management. New York:McGraw Hill.
66 Tidd, J., Bessant, J.,& Pavitt, K. (2001). Managing Innovation:Integrating Technological, Market and Organizational Change. New York:John Wiley & Sons.
67 Afuah, A. (2003). Innovation Management:Strategies, Implementation, and Profits. New York:Oxford University Press.
68荘立民,2002,組織創新模式建構舆實證之研究,成功大学企業管理研究所博士論文
69李大偉,2007,企業組織因素封組織創新氣候舆組織創新影響之研究,臺湾师範大学工業科技教育学研究所博士論文
70 Marquis, D.G. (1982). The Anatomy of Successful Innovation. Cambridge:Winthrop Publishers
71 Henderson, R.M,& Clark, K.B. (1990). Architectural innovation:There configuration of existing product technologies and the failure of established firms. Administrative Science Quarterly,35(1),9-20.
72 Landry, R., Amara, N.,& Lamari, M. (2002). Does social capital determine innovation? To what extent?. Technological Forecasting and Social Change,69(5),681-701.
73 Landry, R., Amara, N.,& Lamari, M. (2002). Does social capital determine innovation? To what extent?. Technological Forecasting and Social Change,69(5),681-701.
74 Bryson, J.R.,& Monnoyer, C. (2004). Understanding the relationship between services and innovation:The RESER review of the European service literature on innovation. The Service Industries Journal,24(1), 205-222.
75 Mulej, M., Kajzer, S., Treven, S.,& Jurse, K. (1997). Sodobna ekonomija med odpori do inovacij in zivljenjem od njih'(Contemporary economy between refusing innovation and living on it). Nase gospodarstvo,43(3/4),339-349.
76 Hipp, C., Tether, B.,& Miles, I. (2000). The Incidence and effects of innovation in services:Evidence from Germany. International Journal of Innovation Management,4(4),417-453.
77 Betz, F. (1993). Strategic Technology Management New York:McGraw Hill.
Weissenberger-Eibl, M.,& Koch, D.J. (2007). Importance of industrial services and service innovations. Journal of Management & Organization,13(2),88-101.
79 Zhao, J.L., Tanniru, M.,& Zhang, L.J. (2007). Services computing as the foundation of enterprise agility: Overview of resent advances and introduction to the special issue. Information System Frontiers,9(1),1-8.
80 Obendhain, A.M.,& Johnson, W.C. (2004). Product and process innovation in service organizations:The influence of organizational culture in higher education institutions. Journal of Applied Management and Entrepreneurship,9(3),91-113.
81 Berry, L.L., Shankar, V., Parish, J.T., Cadwallader, S.,& Dotzel, T. (2006). Creating new markets through service innovation. MIT SLOAN Management Review,47(2),56-63.
82 Voss, C., Johnston, R., Silvestro, R., Fitzgerald, L.,& Brignall, T. (1992). Measurement of innovation and design performance in service. Design Management Journal,40-46.
83 Sheth, A., Verma, K.,& Gomadam, K. (2006). Semantics to energize the full services spectrum. Communication of the ACM,49(7),55-61.
84 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.
85许英僳、黄慧玲,2006,零售管理：賣場规割,台北,普林斯頓國際有限公司
87 Nonaka, I.,& Takeuchi, H. (1995). The Knowledge Creating Company. New York:Oxford.
88 Kandampully, J. (2002). Innovation as the core competency of a service organization:The role of technology, knowledge and networks. European Journal of Innovation Management,5(1),18-26.
89 Peppers, D.,& Rogers, M. (1997). The $15,000 rug. Marketing Tools,25(May),4-7.
90 Syson, F.,& Perks, H. (2004). New service development:A network perspective. Journal of Service Marketing,18(4),255-266.
91 Parker, G.M. (1994). Cross-Functional Teams. San Francisco:Jossey-Bass.
92 Bruce, M.,& Beimans, W.G. (1995). Product Development:Meeting the Challenge of the Design-Marketing Interface. Chichester:John Wiley.
93 Tether, B.S. (2002). Who co-operates for innovation, and why:A empirical analysis. Research Policy,31(4), 947-967.
94 Tether, B.S. (2002). Who co-operates for innovation, and why:A empirical analysis. Research Policy,31(4), 947-967.
95 Pittaway, L., Robertson, M., Munir, K., Denyer, D.,& Neely, A. (2004). Networking and innovation:A systematic review of the evidence. International Journal of Management Review,5/6(3),137-168.
96 Pittaway, L., Robertson, M., Munir, K., Denyer, D.,& Neely, A. (2004). Networking and innovation:A systematic review of the evidence. International Journal of Management Review,5/6(3),137-168.
97 Gallouj, F. (2002). Innovation in the Service Economy:The New Wealth of Nations. Cheltenham:Edward Elgar.
Hollenstein, H. (2003). Innovation modes in the Swiss service sector:A cluster analysis based on firm-level data. Research Policy,32(3),845-863.
99 Tether, B.S. (2002). Who co-operates for innovation, and why:A empirical analysis. Research Policy,31(4), 947-967.
100 Tether, B.S. (2002). Who co-operates for innovation, and why:A empirical analysis. Research Policy,31(4), 947-967.
101 Bessant, J.,& Rush, H. (1995). Building bridges for innovation:The role of consultants in technology transfer. Research Policy,24(1),97-114.
102 Pittaway, L., Robertson, M., Munir, K., Denyer, D.,& Neely, A. (2004). Networking and innovation:A systematic review of the evidence. International Journal of Management Review,5/6(3),137-168.
103 Bowers, M.R. (1989). Developing new services improving the process makes it better. Journal of Services Marketing,3(1),15-20.
104 Seheuing, E.E.,& Johnson, E.M. (1989). A proposed model for new service development. Journal of Services Marketing,3(2),25-34.
105黄筠珊,2008,顧客参與新服務發展模式之建構,世新大学企業管理研究所硕士論文
106 Martin, C.R.,& Home, D.A. (1995). Level of success inputs for service innovations in the same firm. International Journal of Service Industry Management,6(4),40-56.
107 Anderson, W.L.,& Crocca, W.T. (1993). Engineering practice and codevelopment of codevelopment of product prototypes. Communications of the ACM,36(6),49-56.
108 Alam, I.,& Perry, C. (2002). A customer-oriented new service development process. Journal of Services Marketing,16(6),515-534.
109 Cooper, R.G.(1990). Stage-gate systems a new tool for managing new products. Business Horizons,33(3), 44-53.
110 Alam, I.,& Perry, C. (2002). A customer-oriented new service development process. Journal of Services Marketing,16(6),515-534.
111 Voss, Johnston, Silvestro, Fitzgerald,& Brignall (1992). Measurement of innovation and design performance in services. Design Management Journal,20(Winter),40-46.
112 Storey, C.,& Kelly, D. (2001). Measuring the performance of new service development activities. The Service Industries Journal,21(2),71-90.
113 van der Aa, W.,& Elfring, T. (2002). Realizing innovation in services. Scandinavian Journal of Management, 18(2),155-171.
114 Gadrey, J., Gallouj, F.,& Weinstein, O. (1995). New modes of innovation:How services benefit industry. International Journal of Service Industry Management,6(3),4-16.
115 Edgett, S. (1993). Developing new financial service within UK building societies. International Journal of Bank Marketing,11(3),35-43.
116 Johne, A.,& Storey, C. (1998). New service development:A review of the literature and annotated bibliography. European Journal of Marketing,32(3/4),184-251.
117 Edgett, S., Shipley, D.,& Forbes, G (1992). Japanese and British companies compared:Contributing factors to success and failure in NPD. Journal of Product Innovation Management,9(1),3-11.
118 Easingwood, C. J.,& Percival, J. (1990). Evaluation of new financial services. International Journal of Bank Marketing,18(6),3-8.
119 Daniel, E.,& Storey, C. (1997). On-line banking:Strategic and management challenges. Long Range Planning,30(6),890-898.
120 Griffin, A.,& Page, A.L. (1996). PDMA success measurement project:Recommended measures for product development success and failure. Journal of Product Innovation Management,13(6),478-496.
121 Storey, C.,& Kelly, D. (2001). Measuring the performance of new service development activities. The Service Industries Journal,21(2),71-90.
122 Craig, A.,& Hart, S. (1993). Dimensions of success in new product development. In M.J. Baker(ed.). Perspectives on Marketing Management,13(1),207-243, London:Wiley.
123 Kaplan, R.S.,& Norton, D.P. (1992). The balanced scorecard-measures that drive performance. Harvard Business Review,70(1),71-79.
124 Johne, A.,& Storey, C. (1998). New service development:A review of the literature and annotated bibliography. European Journal of Marketing,32(3/4),184-251.
125 Storey, C.,& Kelly, D. (2001). Measuring the performance of new service development activities. The Service Industries Journal,21(2),71-90.
126 Porter, M.E. (1985). Competitive Advantage. New York:Free Press.
127黄維賓,2002,知識管理、創新策略舆組織績效之闗保研究-以台湾積體電路裂造業焉例,大葉大学事業經營研究所硕士論文
128黄維賓,2002,知識管理、創新策略舆組織績效之闗保研究-以台湾積鳢電路裂造業焉例,大葉大学事業經管研究所碩士論文
129 Kaplan, R.S.,& Norton, D.P. (1992). The balanced scorecard-measures that drive performance. Harvard Business Review,70(1),71-79.
130 Kaplan, R.S.,& Norton, D.P. (1996). The Balanced Scorecard:Translating Strategy into Action. Massachusetts:Harvard Business School Press.
131 Kaplan, R.S.,& Norton, D.P. (1996). The Balanced Scorecard:Translating Strategy into Action. Massachusetts:Harvard Business School Press.
132 Kaplan, R.S.,& Norton, D.P. (1996). The Balanced Scorecard:Translating Strategy into Action. Massachusetts:Harvard Business School Press.
133 Chandler, A.D. (1962). Strategy and Structure Chapters in the History of Industrial Enterprise. Mass:M.I.T.
134 Hofer, C.W.,& Schendel, D.E. (1978). Strategy Formulation:Analytical Concept. New York:West Publishing.
135 Porter, M.E. (1980). Competitive Strategy:Technique for Analyzing Industries and Competitors. New York: Free Press.
136司徒達賢,1995,策略管理,台北,速流出版社
137吴思華,1996,策略九説,台北,麥田
138 Porter,M.E.(1980).Competitive Strategy:Technique for Analyzing Industries and Competitors.New York: Free Press.
139 Andrews, K.R. (1971). The Concept of Corporate Strategy. Irwin:Dow Jones.
140 Porter, M.E. (1985). Competitive Advantage. New York:Free Press.
141 Porter, M.E. (1985). Competitive Advantage. New York:Free Press.
142 Porter, M.E. (1991). Toward a dynamic theory of strategy. Strategic Management Journal,12,95-117
143 Porter, M.E. (1985). Competitive Advantage. New York:Free Press.
144 Porter, M.E. (1985). Competitive Advantage. New York:Free Press.
145 Wernerfelt, B. (1984). A resource-based view of the firm. Strategic Management Journal,16(3),171-174.
146 Ray, G., Barney, J.B.,& Muhanna, W.A. (2004). Capabilities, business processes and competitive advantage: Choosing the dependent variable in empirical tests of the resource-based view. Strategic Management Journal,25(1),23-37.
147 Penrose, E.T. (1959). The Theory of Growth of the Firm. New York:John Wiley & Sons.
148 Barney, J.B. (1991). Firm resources and sustained competitive advantage. Journal of Management,17(1), 99-120.
149吴思華,1988,產業政策舆企業策略,台北,華泰文化事業公司
150吴思華,1996,策略九説,台北,麥田
151 Grant R.M. (1991). The resource-based theory of competitive advantage:Implications for strategy formulation. California Management Review,33(3),114-135.
152 Hafeez, K., Zhang, Y.B.,& Malak, N. (2002a). Determining key capabilities of a firm using analytic hierarchy process. International Journal of Production Economics,76,39-51.
153 Hafeez, K., Zhang, Y.B.,& Malak, N. (2002a). Determining key capabilities of a firm using analytic hierarchy process. International Journal of Production Economics,76,39-51.
154 Hafeez, K., Zhang, Y.B.,& Malak, N. (2002b). Core competence for sustainable competitive advantage:A structure methodology for identifying core competence. IEEE Transactions on Engineering Management, 49(1),28-35.
155 Porter, M.E. (1991). Toward a dynamic theory of strategy. Strategic Management Journal,12,95-117.
156 Daniel, D.R. (1961). Management information crisis. Havard Business Review,39,111-121.
157 Hofer, C.W.,& Schendel, D.E. (1978). Strategy Formulation:Analytical Concept. New York:West Publishing.
158 Rockart, J. (1979). Chief executives defined their own data needs. Harvard Business Review,20,64-67.
159 Aaker, D.A. (1984). Developing Business Strategies. New York:Wiley & Sons.
160 Boynton, A.C.,& Zmud, R.W. (1984). An assessment of critical success factor. Sloan Management Review, 54(8),17-27.
161 Leidecker, J.K.,& Bruno, A.V. (1984). Identifying and using critical success factors. Long Range Planning, 17(1),23-32.
162吴思華,1988,產業政策舆企業策略,台北,華泰文化事業公司
163 Bamberger, I. (1989). Developing competitive advantage in small and medium-size firms. Long Range Planning,22(5),82.
164 Aaker, D.A. (1992). Developing Business Strategies (3rd). New York:John Wilev & Sons.
165 Hackney, R.,& Dunn, D. (2000). Business Information Technology Management:Alternative and Adaptive Future. New York:Palagrave.
166 Rockart, J. (1979). Chief executives defined their own data needs. Harvard Business Review,20,64-67.
167 Leidecker, J.K.,& Bruno, A.V. (1984). Identifying and using critical success factors. Long Range Planning, 17(1),23-32.
168大前研一,1987,策略家的智慧,台北,長河出版社
169許福松,2007,旅行業導入服務創新之勤機舆闗键成功因素,中國文化大学觀光休閒事業管理研究所硕士输文
170隙聰僳,2008,導入科技化服務之闗鍵成功因素之探討,台北科技大学商業自勤化舆管理研究所硕士論文
171 Saaty, T.L. (1980). The Analytic Hierarchy Process. New York:McGraw Hill.
172 Saaty, T.L. (1996). Decision Making with Dependence and Feedback:The Analytic Network Process. Pittsburgh:RWS Publication.
173 Saaty,T.L.(1980).The Analytic Hierarchy Process.New York:McGraw Hill.
174許福松,2007,旅行業導入服務創新之動機舆闗鍵成功因素,中國文化大学觀光休閒事業管理研究所硕士論文
175陳聰傈,2008,導入科技化服務之闗鍵成功因素之探讨,台北科技大学商業自動化舆管理研究所硕士論文
176 Leung, L.C., Lam, K.C.,& Cao, D. (2006). Implementing the balanced scorecard using the analytic hierarchy process & the analytic network process. Journal of the Operational Research Society,57, 682-691.
177許福松,2007,旅行業導入服務創新之勤機舆闗键成功因素,中國文化大学觀光休閒事業管理研究所碩士論文
178陳聰傑,2008,導入科技化服務之闗键成功因素之探討,台北科技大学商業自勤化舆管理研究所硕士输文
179經济清部商業司,2007,服務原来可以這麼新：服務創新個案專論,台北,經清部
180静福松,2007,旅行業導入服務創新之動機舆闗键成功因素,中国文化大学觀光休閒事業管理研究所硕士論文
181隙聰傑,2008,尊入科技化服務之阴键成功因素之探討,台北科技大学商業自動化舆管理研究所硕士输文
182 Leung, L.C., Lam, K.C.,& Cao, D. (2006). Implementing the balanced scorecard using the analytic hierarchy process & the analytic network process. Journal of the Operational Research Society,57, 682-691.
183經济部商業司,2007,服務原来可以這麼新：服務創新個案專論,台北,經济部
1. 大前研一,1987,策略家的智慧,台北,長河出版社。
2. 中國生產力中心,2006,94年協助商業研究發展辅導計畫-業者刽新研發計畫補助結案成果统计,台北,經济部商業司委託研究計畫。
3. 尤智鸿,2008,壽險業組織燮革精效管理之研究—以安泰人壽焉例,亚洲大学經管管理研究所硕士输文。
4. 王注凯,2008,探用平衡计分卡觀點建構非營利組織研貨專案績效評估之研究—以C研發機構爲例,中原大学资飘管理研究所硕士输文。
5. 王柔蘋,2008,通用设计理念尊入於產品永續設计阴發之策略研究-以手工具產品爲例,大葉大学設计研究所硕士输文。
6. 王羲傑,2007,台湾颊比IC設計公司闗键成功因素探討,元智大学管理研究所硕士論文。
7. 司徒達賢,1995,策略管理,台北,速流出版社。
8. 白鸿誼,2008,新產品擴散舆新產品上市策略之闗聯性研究,大葉大学事業經管研究所硕士論文
9. 石馥瑜,2007,本國银行業購併之績效研究—结合平衡计分卡舆资料包络分析法,屏束科技大学财務金融研究所硕士输文。
10.朱崇仁,2007,導入平衡计分卡之研究-以半導體記憶體公司成品测試部爲例,中華大学經營管理研究所硕士論文。
11.吕安玉,2008,手機裂造業探購循環績效評估模式建構之研究,辅仁大学管理学研究所硕士論文。
12.吕章蒨,2007,運用平衡计分卡强化学校内部控制機制之研究—以私立大学院校爲例,元智大学管理研究所硕士输文。
13.吕振益,2007,资料庫行銷之闗键成功因素分析,大葉大学事業經管研究所硕士在職專班输文。
14.李大偉,2007,企業組織因素封組織创新氣候舆組織创新影響之研究,臺湾师範大学工業科技教育学研究所博士論文。
15.李令爱,2007,以平衡计分卡觀點探討公部門事業罩位员工封組織绩效评估制度的 認知-以中央健康保除局某分局爲例,中原大学會计研究所硕士論文。
16.李金美,2007,以系统勤力学方法探討醫療横構尊入平衡計分卡之研究—以某區域醫院爲例,中山大学资飘管理学研究所硕士論文。
17.李佳芳,2007,椽色供應鏈中供應商評選之研究,政治大学资飘管理研究所硕士論文。
18.李异達,2009,運用AHP探封電子零件通路商之闗键成功因素,大菜大学事業經管研究所硕士在職專班論文
19.李英傑,2008,台南一中游泳池ROT管運闗键成功因素之研究,屏束教育大学體育学系硕士論文。
20.李俊賢,2006,企業導入商業智慧系统後封企業績效指標的影響研究,中原大学资訊管理研究所硕士输文。
21.李政翰,2008,應用QFD於保险經紀人公司服務品质改進之研究,中華大罩资飘管理学系硕士論文。
22.李素娥,2007,平衡计分卡應用於学校經營之研究—以某職業学校爲例,南華大学管理科学研究所硕士输文。
23.李敏華,2008,醫院人员知識管理的绩效評估—以某地區醫院爲例,元培科技大学經管管理研究所硕士输文。
24.李國樑,2000,技术策略技術创新能力舆创新管理之闗保研究-以台湾生物科技產業爲例,畏榮大学經營管理研究所硕士输文。
25.李登旭,2007,企業管運穗部績效評估模式之建構—以某鞋業裂造集圑爲例,中正大学會計舆资飘科技研究所输文。
26.李健盟,2007,台湾盟崖業文化景觀资源評估之研究,朝踢科技大学建築及都市殷计研究所硕士输文。
27.李慧菁,2005,资飘科技產業產品研發專案阴键成功因素之研究——AHP方法之應用,大同大学事業經管学系硕士論文。
28.李寶珍,2006,國隙商品認證機構闗键成功因素之研究,中原大学企業管理研究所硕士論文。
29.沈团良,2008,建構工程公務機闗之策略地圖-以交通部鐵路改建工程局爲例,中華大学行政管理研究所硕士論文。
30.林子雲,2008,運用品质機能展開结合分析網路程序法於新產品開發,虎尾科技大 学工業工程舆管理研究所硕士論文。
31.林巧婷,2008,平衡計分卡理論封表演藝術圑體之適用性研究,臺北藝術大学藝術行政舆管理研究所硕士输文。
32.林余福,2008,幼教事業闗键成功因素之研究,台北科技大学商業自勤化舆管理研究所硕士論文。
33.林宏原,2006,平衡计分卡應用於交通警察績效評估之研究,大葉大学事業經管研究所硕士在職專班输文。
34.林志勤,2005,連锁藥局經管闗键成功因素之研究—以大台北爲例,中國文化大学國际企桨管理研究所硕士論文。
35.林怡伶,2007,雨岸包機經營策略之研究,阴南大学空運管理学系硕士输文。
36.林羿君,2007,運用分析網路程序法構建预防醫療纠粉評選模式,元培科技大学經管管理研究所硕士論文。
37.林俊岳,2008,建構半導體產業導入供應鏈系统之精效評估模式,元培科技大学經管管理研究所硕士論文
38.林益生,2007,平衡计分卡運用在企業总部及策略事業单位間之綜效研究—以C電信公司焉例,中山大学企業管理学研究所硕士論文。
39.林國志,2008,應用模糊多元語意於资飘部门績效評量之研究,大葉大学资飘管理学研究所硕士在職專班输文
40.林勤偷,2005,企業購供之财務績效研究,大葉大学事業經營研究所硕士输文
41.邱丰曼,2007,以平衡计分卡做爲策略管理機制之探討—以某晨藥化学企業爲例,中具大学高陪經理人硕士在職專班输文
42.邱林濠,2007,分析網路程序法結合资料探勘技術於顧客价值之研究-以航空業爲例,铭傅大学管理学研究所硕士输文
43.邱淑惠,2008,台湾公寓大厦管理服務業崖業闗键成功因素之研討,中國文化大学國際企業管理研究所硕士在職專班输文
44.吴月瑛,2007,國籍航空公司培訓機师甄選要素之研究,淡江大学運输管理学系硕士班输文
45.吴立旋,2008,能源基金绩效評估之研究—應用分析網路程序法,元培科技大学經管管理研究所硕士输文
46.吴旭倚,2006,法催公司導入平衡计分卡制度之探討—以個案公司爲例,大葉大学 事業經營研究所硕士在職專班输文。
47.吴思華,1988,產業政策舆企業策略,台北,華泰文化事業公司。
48.吴思華,1996,策略九説,台北,麥田。
49.吴松龄、隙俊硕、楊金源,2004,中小企業管理舆诊断實務,台北,揚智文化。
50.吴秉恩,1999,分享式人力资源管理,台北,翰盧圖书出版有限公司。
51.吴惠信,2007,應用平衡计分卡探討影響台湾地区汽车路腺货運業者經營绩效之研究以A公司爲例,交通大学管理学院高陪主管管理硕士学程输文。
52.吴锦松,2008,以平衡计分卡觀點探討國民小学訓導處組織績效之研究-以高雄市爲例,臺南大学教育管理研究所学校經管舆管理教学硕士输文。
53.青含國,2008,以知識管理舆平衡计分卡提升企業策略品赁—以有機EL顯示器產業爲例,台北大学企業管理擎系硕士在職專班输文。
54.卓宏儒,2008,金属材料業供應鏈管理績效之探討-平衡计分卡觀點,成功大学高陪管理硕士在職專班输文。
55.胥速鸣,2007,以知識管理觀點建立非管利粗織平衡计分卡績效評估制度之研究—以屏束縣各地政事務所爲例,屏束科技大学企業管理研究所硕士输文
56.柯立恒,2008,自助加油站之選點分析舆顾客接受度探討-以中油公司台中處爲例,静宜大学管理硕士在職專班输文。
57.柯清松,2008,台湾某藥廠评選國外委託代工生產藥品之程序,静宜大学管理硕士在職專班硕士输文。
58.姜银燕,2007,企業成畏的闗键成功因素—以新银行爲例,中央大学管理学院高陪主管企管硕士班输文。
59.胡名雯,1998,民國八十年台湾裂造業中小企業市場估有率成畏之决定因素,淡江大学產業經济学研究所硕士論文。
60.胡釗慈,2007,地下街空間规割評估準则之研究-以台北市站前及束區地下街爲例,政治大学地政研究所硕士输文。
61.侯文田,2005,企業運用創新創造价值以提升競争力之研究,中山大学企業管理研究所硕士論文。
62.施志忠,2008,顧客服務中心封組織績效之影响—以银行業爲例,大葉大学事業經管研究所硕士输文。
63.施昭顯,2007,公益社圑應用平衡計分卡之研究—以中華民國公益圑體服務協會爲 例,中國文化大学政治研究所博士输文
64.施学誠,2005,以平衡计分卡评估私立大学經管绩效之個案研究—以大葉大罩爲例,大葉大学事業經管研究所硕士在職專班論文
65.施婉婷,2007,平衡計分卡之研究-以新竹市瑕境保護局爲例,中華大学行政管理研究所硕士输文。
66.俞成才,2007,應用平衡計分卡衡量國軍主计单位績效之探討—以空軍司令部爲例,中華大学科技管理研究所硕士論文。
67.徐铭敏,2007,商業智慧舆平衡计分卡整合之實務研究-以A公司爲例,世新大学资飘管理学研究所硕士输文。
68.徐瑞玲,2007,企業社会责任决策及成本郭估之整合方法舆其在服務業之應用,中央大学企業管理研究所博士論文。
69.高孔廉、王約成,1994,台湾中小企業合作經管可行性之研究,台湾中小企業發展输文集,台北,聯經出版事業公司。
70.高莉蓉,2008,專案績效評估模式之研究—以金融资訊软體服務業爲例,世新大学资飘管理学研究所硕士論文。
71.高福泉,2008,敷位互勤電视發展暨闗键成功因素之研究-以中華電信MOD爲例,阴南大学企業舆创業管理学研究所碩士输文。
72.高慧君,2007,台湾工研院三個价值尊向管理的创新,交通大学科技管理研究所博士論文。
73.唐惠英,2007,應用平衡计分卡之觀點探讨志願役軍官精效之評估,大葉大学事業經管研究所硕士在職尊班输文。
74.许文志,1995,邁向21世紀臺湾中小企業經管策略,台北,揚智文化。
75.许英傑、黄慧玲,2006,零售管理：賣場规割,台北,普林斯顿國隙有限公司。
76.扦害铭,2000,產業国隙競争力之發展及其影響因素分析-國家競争力觀點,台湾大学商学研究所博士输文。
77.許福松,2007,旅行業尊入服務创新之勤機舆闗键成功因素,中國文化大学觀光休閒事業管理研究所硕士論文。
78.静隆昌,2006,台湾IC基板崖業闗鍵成功因素之研究,成功大学高陪管理硕士在職專班输文
79.莊士毅,2007,任意汽卓保除經營績效之研究—结合分析網路程序法舆平衡计分卡 之運用,淡江大学保除学系保險經管硕士班输文。
80.莊立民,2002,組織创新模式建構舆實證之研究,成功大学企業管理研究所博士输文。
81.莊坤山,2006,網路電話服務業闗键成功因素之研究,中華大学科技管理研究所硕士输文。
82.莊秉芬,2007,應用分析網路程序法建構劳资争議稠解委员職能评選模式之研究,中山大学人力资源管理研究所硕士输文。
83.隙又新,2005,地方政府炎害應燮中心運作的闗键成功因素之研究,中央警察大学消防科学研究所硕士输文。
84.陳文欽,2007,平衡计分卡應用於績效管理之研究—以M银行探贎部门爲例,元智大学管理研究所硕士論文
85.隙世榮,2009,平价迷你笔記型電脑之闗键成功因素,台北科技大学商業自勤化舆管理研究所硕士論文。
86.隙永辉,2007,即時物流追蹤监控方案評選模式之建構—以尊入新具科技爲例,高雄第一科技大学運籌管理所硕士输文
87.陳怡良,2005,以平衡計分卡探討鸿海精密闗键成功因素,中原大学工業工程研究所硕士输文。
88.隙怡利,2007,企業導入平衡计分卡学习成长構面之研究—以民營化後的中苹电信公司爲例,中華大学行政管理研究所硕士論文
89.隙昆廷,2008,分析网路程序法結合GPS/GIS應用於南投地区邊坡崩塌潛感區域之评估劃定,屏束科技大学土木工程系硕士输文
90.陳明宜,2009,台電公司訓練所導入平衡計分卡之研究,台北大学公共行政暨政策罩系硕士在職專班输文。
91.陳忠勇,2007,應用分析網路程序法及折衷排序法於外包廠商評選之研究-以某偏光板廠商爲例,開南大学企業舆创業管理学系硕士論文。
92.陳秀琴,2007,運用品质機能展開舆平衡計分卡建構非營利粗織績效評估-以早期療育機構爲例,屏東科技大学高陪經營管理硕士在職專班論文
93.隙郁文,2007,金属家具產業績效管理之研究以A公司爲例,大葉大学事業經營研究所硕士在職專班論文。
94.隙彦宏,2003,連鎖企業直營舆加盟經營闗键成功因素之研究比较—以星巴克咖啡 舆真鍋珈琲馆爲例,大葉大学工業闗保学研究所硕士論文。
95.隙俊南,2008,以平衡计分卡觀點探讨我國税務機闗绩效評估之研究,大葉大学事業經營研究所硕士在職專班输文。
96.隙建智,2007,量贩店區位選择之研究—以大桃園爲例,阴南大学企業舆创業管理学系硕士論文。
97.隙信雄,2005,中小企業在平衡計分卡推勤實務之研究,大葉大学事業經營研究所硕士在職專班输文。
98.隙圃忠,2007,商業银行平衡計分卡實證分析,畏庚大学企業管理研究所硕士输文。
99.隙國财,2007,應用平衡計分卡分析台湾租賃產業的未来走向—以C公司爲例,中央大学财務金融学系硕士在職專班输文。
100.隙湘妮,2007,醫療彦業應用平衡计分卡之研究-以某區域醫院爲例,束吴大学會計研究所硕士論文。
101.隙福熒,2005,台湾银行業赴中國大陸投资進入策略之闗键成功因素—以ESSP觀點分析,中原大学企業管理研究所碩士输文。
102.隙瑞鸿,2007,频率元件產業外包管理的闗键成功因素之探討,元智大学管理研究所硕士输文。
103.隙趙棕,2007,平衡计分卡规劃舆殷设计之研究-以海罩後勤支援指挥部修護工廠爲例,中央大学工業管理研究所硕士在職專班输文
104.隙聰傑,2008,導入科技化服務之闗键成功因素之探討,台北科技大学商業自勤化舆管理研究所硕士输文。
105.隙锦憲,2007,以平衡计分卡做爲策略规割工具之研究—以H公司爲例,交通大学管理学院硕士在職專班科技管理組输文。
106.郭玉霞,2008,企業應收帳款控管舆零呆帳策略之研究,開南大学企業舆創巢管理学系硕士输文。
107.郭茂己,2005,幼兒教育事業闗键成功因素分析-以大村鄕焉例,大葉大学事業經管研究所硕士在職專班論文。
108.郭俐佳,2008,無腺感测網路結合分析網路程序法應用於邊坡炎害预测舆监控系统之殷计舆實作,屏東科技大学资飘管理系所硕士输文。
109.梁海,2003,連锁加盟闗键成功因素之研究—以移勤式贩賣爲例,大葉大学事業經營研究所硕士输文。
110.梁賢明,2007,平衡计分卡評估經營績效之企業個案研究,佛光大学經济学研究所硕士输文。
111.連海珊,2008,運用平衡计分卡發展績效評估模式-以電子零組件通路商爲例,台北大学企業管理学系硕士在職專班输文。
112.张忠壑,2008,建構平衡计分卡孰行組織策略-以一外商公司爲例,臺湾大学國際企業学研究所硕士输文。
113.张金能,2004,建(?)跨國管理资飘系闗键成功因素之研究—以電子裂造業爲例,中原大学企業管理研究所硕士输文。
114.张欣羲,2006,企業導入资料倉储績效郭估举則之探討,大同大学资飘經營学所硕士論文。
115.张泉福,2008,以平衡计分卡建構國軍救炎機制之研究,中華技術学院土木防炎工程研究所硕士输文。
116.张桂输,2008,A combination of BSC and ANP approach for advertising agency key capabilities evaluation'辅仁管理評論,第15卷第1期,137-154页。
117.张鈞,1994,建立中小企業全面辅導體系之研究,台湾中小企業發展输文集,台北,聯經出版事業公司。
118.强啓祥,2007,運用多準則决策於大学校院推魔教育中心績效評估,阴南大学企業舆創業管理学系硕士输文。
119.强智媛,2007,文化創意產業潛力评估之研究-以台中市爲例,朝阳科技大学建築及都市设计研究所硕士論文。
120.强溪铭,2007,平衡計分卡產業應用寅例探讨—以管建業某公司爲例,中正大学企業管理研究所硕士输文。
121.张漢呈,2007,中小企業提昇創新能力闗键影響因素及封產業高值化影響之研究—以资飘服務業爲例,中正大学舍計舆资飘科技研究所硕士输文。
122.黄术美,2007,内部控制風除評估之研究—以台湾高科技彦業爲例,國防管理学院资源管理研究所硕士输文。
123.黄武星,2008,徒策略管理觀點探討平衡計分卡導入责任中心制度之研究-以台電公司爲例,中原大学企業管理研究所硕士输文。
124.黄思芳,2006,私立技專校院經營策略闗键成功因素之探討—以A科技大学爲例,大葉大学事業經管研究所硕士在職專班論文
125.黄益昌,2007,企業實施平衡计分卡問题之研究,束吴大学企業管理研究所硕士输文。
126.黄筠珊,2008,顾客参舆新服務發展模式之建構,世新大学企業管理研究所硕士論文。
127.黄維賓,2002,知識管理、創新策略舆粗織績效之闗保研究—以台湾積體電路裂造業爲例,大菜大学事業經管研究所碩士输文。
128.黄管杉,1995,台湾地區中小企業行銷现代化舆經管策略,台北,中小企業现代之研究。
129.菜铭城,2007,台湾電梯業裂造管理闗键成功因素之研究-以A公司爲例,元智大学管理研究所硕士输文
130.曾彦皓,2008,應用AHP法建置ISP產業專案績效衡量模式-平衡計分卡觀點,南台科技大学资飘管理研究所硕士输文。
131.湯锦文,2008,應用平衡计分卡建構部门績效評估模式-以産物保除公司理赔部门爲例,台北大学企業管理学系硕士在職專班输文。
132.董家成,2005,家具店經管闗键成功因素之研究-以日月光國隙家飾馆内之家具店爲例,大葉大学事業經管研究所硕士在職專班输文。
133.董運美,2008,奍生馆連锁加盟之闗键成功因素分析,束華大学企業管理学系高陪經營管理硕士在職專班输文
134.詹翠英,2009,產桨用舫織品闗键成功因素之研究,台北科技大学商業自勤化舆管理研究所硕士输文。
135.楊育佳,2007,臺湾某軍事臀療機構導入平衡計分卡之研究,元智大学管理研究所硕士論文。
136.楊宗興,2008,應用多準則决策於顾客選择國際觀光旅馆闗键評估因素之研究,開南大学企業舆刽業管理学系硕士输文。
137.楊顺兆,2007,應用平衡计分卡觀點探討管造產業之經營績效—以某管造廠爲例,中華大学科技管理研究所硕士論文。
138.楊惠婷,2008,创新模式舆新產品開發績效闗聯性之研究,大菜大学事業經管研究所硕士输文。
139.楊源肇,2008,航空货物集散站績效评估之研究,開南大学企業舆創業管理学研究所硕士論文。
140.楊麗银,2008,以平衡計分卡探討創新能力舆资本支出封企業績效之影響,大菜大学事業經管研究所硕士输文。
141.經济部中小企業處,2004,2004中小企業白皮害,台北,經济部。
142.經济部中小企業處,2008,2008中小企業白皮害,台北,經济部。
143.經济部商業司,2007,服務原来可以這麽新：服務創新個案專論,台北,經济部。
144.温俊辉,2009,利用平衡计分卡建構资飘部门績效指標-以國内某企業爲例,華梵大学资飘管理学研究所硕士输文。
145.廖利鑫,2007,應用模糊層极程序分析法探讨平衡计分卡在私立大学經管策略之研究,南華大学管理科学研究所硕士输文。
146.廖國芝,2008,高科技廠商知識管理績效評估之研究,亚洲大学國際企業研究所硕士输文。
147.廖偉伶,2003,知識管理在服務創新之應用,成功大学工業管理科学研究所硕士論文。
148.廖經松,2009,资飘不封稻下改善績效評估之研究—平衡计分卡應用,開南大学會计资飘学研究所硕士論文
149.潘玉葉,1994,台湾中小企業問题之探討,台湾中小企業發展输文集,台北,聯經出版事業公司。
150.潘癸伊,2008,以平衡計分卡觀點建構高職教师创新教学衡量指標之研究,彰化师範大学商業教育学研究所硕士输文。
151.蒋金安,2007,公立瞥院尊入平衡计分卡之研究-以行政院衛生署嘉南療飬院爲例,中山大学政治学研究所硕士論文。
152.蒋福宗,2007,營利性质公共部门導入平衡计分卡之研究—以中央造幣廠爲實證個案,中原大学企業管理研究所硕士输文。
153.郑子程,2007,應用资料包络分析法舆平衡计分卡指标评估企業併購績效,中原大学國隙贸易研究所硕士論文。
154.郑炎宏,2007,民用航空器装载管制舆航空站地勤業相互影響之研究,開南大学空運管理学系硕士論文。
155.蔡宜芳,2008,中高陪管理才能評鑑模式之研究—以U公司爲例,中山大擎人力资源管理研究所硕士输文。
156.蔡秉芳,2001,網隙網路環境下服務系统設計概念演燮之研究,清華大学科技管理 研究所硕士输文。
157.蔡桂君,2009,重大公共建殷個别计畫舆配套計畫之比较分析,成功大学都市計割学系硕士論文
158.蔡培轩,2008,建構财富管理银行組織績效之評選模式-網路層級分析法舆平衡計分卡之應用,元培科技大学經管管理研究所硕士输文。
159.蔡啓通,1997,組織因素、粗織成员整體创造性舆組戳新之闗保,台湾大学商学研究所博士输文。
160.到克勇,2007,運用品质機能展開舆平衡計分卡建立績效衡量指標-以台湾笔記型電脑產業爲例,屏東科技大学企業管理研究所碩士論文。
161.到美君,2007,導遊人员精效評估建構之研究-以平衡计分卡爲基礎,高雄餐旅学院旅遊管理研究所在職專班論文。
162.刘昭宜,2007,結合分析網路程序法舆詮释結構模型於晨產物流中心選挥模式,高雄第一科技大学運籌管理所硕士输文。
163.刘晏呈,2007,應用分析網路程序法评比文化资產空間资源再利用方案之研究,朝陽科技大学建築及都市設計研究所硕士論文。
164.到澤賢,2007,架構式商業智慧系统之平衡計分卡建置研究,中山大学资飘管理学研究所硕士输文。
165.黎美珍,2007,臺南縣郷(镇、市)公所組織绩效衡量之研究-以平衡計分卡爲實證,畏榮大学經管管理研究所硕士論文。
166.盧素莲,2000,加入WTO封我國服務業之影響及封策分析,經济部網站资料。
167.(?)煜燦,2008,運用ANP创新軍備镬得政策指尊流程之研究,開南大学资飘管理学研究所硕士输文。
168.魏宽甫,2008,客户層級封银行理财專员工作满意度影響之研究,大葉大学事桨經管研究所硕士在職專班输文。
169.薛盈婷,2009,以企業价值觀點探討平衡计分卡舆經济附加价值之闗聯性—以台湾生物科技業爲例,南台科技大学企業管理研究所硕士論文。
170.薛景超,2008,連镇咖啡馆經營闗键成功因素之研究—以風尙人文咖啡馆爲例,逢甲大学經管管理硕士在職專班論文。
171.鍾名琴,2006,以AHP法探討公立托兒所公辦民管闗键成功因素,中華大学科技管理研究所硕士論文。
172.筒宏展,2007,台湾高鐵服務品質評估模式之研究,高雄第一科技大学運籌管理所硕士論文。
173.筒佩君,2008,建構專業媒體服務公司評選模式—分析網路程序法之應用,元培科技大学經營管理研究所硕士输文。
174.筒慧華,2007,平衡计分卡應用於日本線领除之績效評估,高雄餐旅学院旅遊管理研究所在職專班输文。
175.聶星,2008,银行業寅施平衡計分卡之探討—以某银行國内管業罩位爲例,台北大学會计学研究所硕士输文。
176.羅旭華,2004,全球化超势中服務業競争力之探求,東海大学管理硕士学程在職進修專班論文。
177.羅淑敏,2007,平衡计分卡舆闗键績效指標之研究-以圃内某電子廠商爲例,元智大学管理研究所硕士输文
178.蘇冠铭,2008,以平衡计分卡探讨企業購併之成败因素,大葉大学會计资飘学系硕士输文。
179.蘇昭宏,2008,國民小学捕校績效责任指標之研究,中苹大学經營管理研究所碩士論文。
180.蘇钰勤,2008,構廣告代言人評選模式—分析網路程序法之應用,元培科技大学經管管理研究所硕士論文。
181.蘇黎茹,2007,運用平衡計分卡於非營利特種基金策略績效指標之研究-以國道公路建設管理基金焉例,束吴大学會计研究所硕士输文。
182.行政院主計處網站www.dgbasey.gov.tw。
1. Aaker, D.A. (1984). Developing Business Strategies. New York:Wiley & Sons.
2. Aaker, D.A. (1992). Developing Business Strategies (3rd). New York:John Wiley & Sons.
3. Afuah, A. (2003). Innovation Management:Strategies, Implementation, and Profits. New York:Oxford University Press.
4. Ahadzie, D.K., Proverbs, D.G.,& Olomolaiye, P.O. (2008). Critical success criteria for mass house building projects in developing countries. International Journal of Project Management,26,675-687.
5. Aksorn, T.,& Hadikusumo, B.H.W. (2008). Critical success factors influencing safety program performance in Thai construction projects. Safety Science,46,709-727.
6. Alam, I.,& Perry, C. (2002). A customer-oriented new service development process. Journal of Services Marketing,16(6),515-534.
7. Anand, M., Sahay, B.S.,& Saha, S. (2005). Balanced scorecard in Indian companies. VIKALPA:The Journal for Decision Makers,30(2),11-25.
8. Anderson, W.L.,& Crocca, W.T. (1993). Engineering practice and codevelopment of codevelopment of product prototypes. Communications of the ACM,36(6),49-56.
9. Andrews, K.R. (1971). The Concept of Corporate Strategy. Irwin:Dow Jones.
10. Avlonitis, GJ., 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.
11. Bamberger, I. (1989). Developing competitive advantage in small and medium-size firms. Long Range Planning,22(5),82.
12. Barney, J.B. (1991). Firm resources and sustained competitive advantage. Journal of Management,17(1),99-120.
13. Berry, L.L., Shankar, V., Parish, J.T., Cadwallader, S.,& Dotzel, T. (2006). Creating new markets through service innovation. MIT SLOAN Management Review,47(2), 56-63.
14. Bessant, J.,& Rush, H. (1995). Building bridges for innovation:The role of consultants in technology transfer. Research Policy,24(1),97-114.
15. Betz, F. (1993). Strategic Technology Management. New York:McGraw Hill.
16. Betz, F. (2003). Managing Technological Innovation:Competitive Advantage from Change. New York:Wiley & Sons.
17. Bhagwat, R.,& Sharma, K.M. (2007). Performance measurement of supply chain management:A balanced scorecard approach. Computers & Industrial Engineering,53, 43-62.
18. Bose, S.,& Thomas, K. (2007). Applying the balanced scorecard for better performance of intellectual capital. Journal of Intellectual Capital,8,653-665.
19. Bowers, M.R. (1989). Developing new services improving the process makes it better. Journal of Services Marketing,3(1),15-20.
20. Boynton, A.C.,& Zmud, R.W. (1984). An assessment of critical success factor. Sloan Management Review,54(8),17-27.
21. Bradley, J. (2008). Management based critical success factors in the implementation of Enterprise Resource Planning systems. International Journal of Accounting Information Systems,9,175-200.
22. Bremser, W.G.,& Chung, Q.B. (2005). A framework for performance measurement in the e-business environment. Electronic Commerce Research and Applications,4, 395-412.
23. Brenes, E.R., Mena, M.,& Molina, G.E. (2008). Key success factors for strategy implementation in Latin America. Journal of Business Research,61,590-598.
24. Bruce, M.,& Beimans, W.G. (1995). Product Development:Meeting the Challenge of the Design-Marketing Interface. Chichester:John Wiley.
25. Bryson, J.R.,& Monnoyer, C. (2004). Understanding the relationship between services and innovation:The RESER review of the European service literature on innovation. The Service Industries Journal,24(1),205-222.
26. Buell, V.P. (1984). Marketing Management:A Strategic Planning Approach. New York: McGraw Hill.
27. Chan, Y.C.L. (2006). An analytic hierarchy framework for evaluating balanced scorecards of healthcare organizations. Canadian Journal Administrative Sciences,23, 85-104.
28. Chand, D., Hachey, G., Hunton, J., Owhoso, V.,& Vasudevan, S. (2005). A balanced scorecard based framework for assessing the strategic impacts of ERP systems. Computers in Industry,56,558-572.
29. Chandler, A.D. (1962). Strategy and Structure Chapters in the History of Industrial Enterprise. Mass:M.I.T..
30. Chang, C.W., Wu, C.R., Lin, C.T.,& Lin, H.L. (2007). Evaluating digital video recorder systems using analytic hierarchy and analytic network processes. Information Sciences, 177,3383-3396.
31. Chang, K.L. (2007). Selecting the hosts of Taiwan TV-shopping channels by analytic network process. The Journal of Human Resource and Adult Learning,3(1),103-107.
32. Chang, M.Y., Hung, Y.C., Yen, D.C.,& Tseng, P.T.Y. (2009). The research on the critical success factors of knowledge management and classification framework project in the Executive Yuan of Taiwan Government. Expert Systems with Applications,36, 5376-5386.
33. Chatterjee, S., Chakraborty, S., Sarker, S., Sarker, S.,& Lau, F.Y. (2009). Examining the success factors for mobile work in healthcare:A deductive study. Decision Support Systems,46,620-633.
34. Chen, K.M.,& Liu, R.J. (2005). Interface strategies in modular product innovation. Technovation,25(7),771-782.
35. Chen, M.Y., Huang, M.J.,& Cheng, Y.C. (2009). Measuring knowledge management performance using a competitive perspective:An empirical study. Expert Systems with Applications,36,8449-8459.
36. Cheng, E.W.L.,& Li, H. (2007). Application of ANP in process models:An example of strategic partnering. Building and Environment,42,278-287.
37. Chesbrouch, H.,& Spohrer, J. (2006). A research manifest to for services science. Communication of the ACM,49(7),33-40.
38. Chow, T.,& Cao, D.B. (2008). A survey study of critical success factors in agile software projects. The Journal of Systems and Software,81,961-971.
39. Conhaim, W.W. (1994). Linking up to a global network. Link-Up,11 (3),5-31.
40. Coop, C.F. (2006). Balancing the balanced scorecard for a New Zealand mental health service. Australian Health Review,30(2),174-180.
41. Cooper, R.G (1990). Stage-gate systems a new tool for managing new products. Business Horizons,33(3),44-53.
42. Craig, A.,& Hart, S. (1993). Dimensions of success in new product development. In M. J. Baker(ed.). Perspectives on Marketing Management,13(1),207-243, London:Wiley.
43. Daniel, D.R. (1961). Management information crisis. Havard Business Review,39, 111-121.
44. Daniel, E.,& Storey, C. (1997). On-Line banking:Strategic and management challenges. Long Range Planning,30(6),890-898.
45. Dauphinais, G.W., Means, G.,& Price, C. (2000). Wisdom of the CEO-29 Global Leaders Tackle Today's Most Pressing Business Challenges. New York:John Wiley & Sons.
46. Davis, S.,& Albright, T. (2004). An investigation of the effect of balanced scorecard implementation on financial performance. Management Accounting Research,15, 135-153.
47. Davis, M.M.,& Berdrow, I. (2008). Service science:Catalyst for change in business school curricula. IBM System Journal,47(1),29-39.
48. Drucker, P. (1985). Innovation and Entrepreneurship. New York:Harper and Row.
49. Drucker, P. (1994). Innovation and Entrepreneurship. New York:Harper and Row.
50. Easingwood, C.J.,& Percival, J. (1990). Evaluation of new financial services. International Journal of Bank Marketing,18(6),3-8.
51. Edgett, S. (1993). Developing new financial service within UK building societies. International Journal of Bank Marketing,11(3),35-43.
52. Edgett, S., Shipley, D.,& Forbes, G.(1992). Japanese and British companies compared: Contributing factors to success and failure in NPD. Journal of Product Innovation Management,9(1),3-11.
53. Fernandes, K.J., Raja, V.,& Whalley, A. (2006). Lessons from implementing the balanced scorecard in a small and medium size manufacturing. Technovation,26, 623-643.
54. Fitzsimmons, J.A.,& Fitzsimmons, M.J. (2001). Service Management. New York: McGraw Hill.
55. Gadrey, J., Gallouj, F.,& Weinstein, O. (1995). New modes of innovation:How services benefit industry. International Journal of Service Industry Management,6(3),4-16.
56. Gallouj, F. (2002). Innovation in the Service Economy:The New Wealth of Nations. Cheltenham:Edward Elgar.
57. Garcia, R.& Calantone, R. (2002). A critical look at technological innovation typology and innovativeness terminology:A literature review. Journal of Product Innovation Management,19(2),110-132.
58. Gattiker, U.E. (1990). Technology Management in Organization. CA:Sage.
59. Gencer, C.,& Gurpinar, D. (2007). Analytic network process in supplier selection:A case study in an electronic firm. Applied Mathematical Modelling,31,2475-2486.
60. Grant R.M. (1991). The resource-based theory of competitive advantage:Implications for strategy formulation. California Management Review,33(3),114-135.
61. Griffin, A.,& Page, A.L. (1996). PDMA success measurement project:Recommended measures for product development success and failure. Journal of Product Innovation Management,13(6),478-496.
62. Gronroos, C. (1982). Strategic Management and Marketing in Service Sector. MA: Marketing Science Institute.
63. Gustafsson, A.,& Johnson, M. (2003). Competing in a Service Economy:How to Create a Competitive Advantage through Service Development and Innovation. San Francisco: Jossey Bass.
64. Hackney, R.,& Dunn, D. (2000). Business Information Technology Management: Alternative and Adaptive Future. New York:Palagrave.
65. Hafeez, K., Zhang, Y.B.,& Malak, N. (2002a). Determining key capabilities of a firm using analytic hierarchy process. International Journal of Production Economics,76, 39-51.
66. Hafeez, K., Zhang, Y.B.,& Malak, N. (2002b). Core competence for sustainable competitive advantage:A structure methodology for identifying core competence. IEEE Transactions on Engineering Management,49(1),28-35.
67. Hastings, C. (2004). Discussion of performance measures in public service broadcasting. Aslib Proceedings:New Information Perspectives,56,301-307.
68. Henderson, R.M,& Clark, K.B. (1990). Architectural innovation:There configuration of existing product technologies and the failure of established firms. Administrative Science Quarterly,35(1),9-20.
69. Heskett, J.L., Jones, T.O., Lovemen, G.W., Sasser, E.W.,& Schlesinger, L.A. (1994). Putting the service-profit chain to work. Harvard Business Review,72(2),164-174.
70. Hill, T.P. (1977). On goods and services. Review of Income and Wealth,315-338.
71. Hipp, C., Tether, B.,& Miles, I. (2000). The incidence and effects of innovation in services:Evidence from Germany. International Journal of Innovation Management,4(4), 417-453.
72. Ho, Y.C., Chang, O.C.,& Wang, W.B. (2008). An empirical study of key success factors for Six Sigma Green Belt projects at an Asian MRO company. Journal of Air Transport Management,14,263-269.
73. Hofer, C.W.,& Schendel, D.E. (1978). Strategy Formulation:Analytical Concept. New York:West Publishing.
74. Hollenstein, H. (2003). Innovation modes in the Swiss service sector:A cluster analysis based on firm-level data. Research Policy,32(3),845-863.
75. Holt, K. (1988). Product Innovation Management. London:Harper Business.
76. Huse, M., Neubaum, D.O.,& Gabrielsson, J. (2005). Corporate innovation and competitive environment. International Entrepreneurship and Management Journal,1(3), 313-333.
77. Jharkharia, S.,& Shankar, R. (2007). Selection of logistics service provider:An analytic network process (ANP) approach. Omega,35,274-289.
78. Johne, A.,& Storey, C. (1998). New service development:A review of the literature and annotated bibliography. European Journal of Marketing,32(3/4),184-251.
79. Juran, J.M. (1986). The quality trilogy. Quality Progress,19(8),19-24.
80. Kandampully, J. (2002). Innovation as the core competency of a service organization: The role of technology, knowledge and networks. European Journal of Innovation Management,5(1),18-26.
81. Kaplan, R.S.,& Norton, D.P. (1992). The balanced scorecard-measures that drive performance. Harvard Business Review,70(1),71-79.
82. Kaplan, R.S.,& Norton, D.P. (1996). The Balanced Scorecard:Translating Strategy into Action. Massachusetts:Harvard Business School Press.
83. Kaplan, R.S.,& Norton, D.P. (2006). How to implement a new strategy without disrupting your organization. Harvard Business Review,84,100-109.
84. Kazuyoshi Hidaka (2006). Trends in service sciences in Japan and abroad. Quarterly Review,19,35-47.
85. Kelly, D.,& Storey, C. (2000). New service development:Initiation strategy. International Journal of Service Industry Management,11(1),45-62.
86. Kocakiilah, M.C.,& Austill, A.D. (2007). Balanced scorecard application in the health care industry:A case study. Journal of Health Care Finance,34(1),72-99.
87. Kolter, P. (1991). Marketing Management:Analysis, Planning, Implementation and Control. New York:Prentice Hall.
88. Kolter, P. (1992). Marketing Management:Analysis, Planning, Implementation and Control. New York:Prentice Hall.
89. Kotler, P. (2002). Marketing Management. New York:Prentice Hall.
90. Laitinen, E.K. (2005). Microeconomic analysis of the balanced scorecard:A case of Nokia corporation. International Journal of Productivity and Performance Management, 54(5/6),325-339.
91. Landry, R., Amara, N.,& Lamari, M. (2002). Does social capital determine innovation? To what extent? Technological Forecasting and Social Change,69(5),681-701.
92. Lee, A.H.I., Chen, W.C.,& Chang, C.J. (2008). A fuzzy AHP and BSC approach for evaluating performance of IT department in the manufacturing industry in Taiwan. Expert Systems with Applications,34,96-107.
93. Leidecker, J.K.,& Bruno, A.V. (1984). Identifying and using critical success factors. Long Range Planning,17(1),23-32.
94. Leung, L.C., Lam, K.C.,& Cao, D. (2006). Implementing the balanced scorecard using the analytic hierarchy process & the analytic network process. Journal of the Operational Research Society,57,682-691.
95. Liao, S.K.,& Chang, K.L. (2009a). Selecting public relations personnel of hospitals by analytic network process. Journal of Hospital Marketing & Public Relations,19,52-63.
96. Liao, S.K.,& Chang, K.L. (2009b). Select televised sportscasters for Olympic Games by analytic network process. Management Decision,47,14-23.
97. Liao, S.K.,& Chang, K.L. (2009c). Selecting key capabilities of TV-shopping companies applying analytic network process. Asia Pacific Journal of Marketing and Logistics,21,161-173.
98. Lin, C.C. (1995). Production function, factor substitution, and direct foreign investment: a case Study in Taiwan. Asian Economic Journal,9,193-203.
99. Lin, Y.H., Chiu, C.C.,& Tsai, C.H. (2008). The study of applying ANP model to assess dispatching rules for wafer fabrication. Expert Systems with Applications,34, 2148-2163.
100. Little, I.M.D. (1979). Economic Growth and Structural Change in Taiwan:The Postwar Experience of the Republic of China. London:Cornell University Press.
101. Lovelock, C. (1983). Classifying services to gain strategic marketing insight. Journal of Marketing,47,9-20.
102. Lovelock, C. (2001). Services Marketing:People, Technology, Strategy. New Jersey: Prentice Hall.
103. 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.
104. Maglio, P.P., Srinivasan, S., Kreulen, J.T.,& Spohrer, J. (2006). Service system, service scientists, SSME, and innovation. Communication of the ACM,49(7),81-85.
105. Marquis, D.G. (1972). The anatomy of successful innovation. Managing Advancing Technology,11,35-48.
106. Marquis, D.G. (1982). The Anatomy of Successful Innovation. Cambridge:Winthrop Publishers.
107. Martin, C.R.,& Home, D.A. (1995). Level of success inputs for service innovations in the same firm. International Journal of Service Industry Management,6(4),40-56.
108. McGahan, A.M. (2004). How Industries Evolve:Principles for Achieving and Sustaining Superior Performance. Boston:Harvard Business School Press.
109. Mendoza, L.E., Marius, A., Perez, M.,& Griman, A.C. (2007). Critical success factors for a customer relationship management strategy. Information and Software Technology, 49,913-945.
110. Michalska, J. (2005). The usage of the balanced scorecard for the estimation of the enterprise's effectiveness. Journal of Materials Processing Technology,162-163, 751-758.
111. Miles, I. (2008). Patterns of innovation in service industries. IBM System Journal,47(1), 115-128.
112. Milis, K.,& Mercken, R. (2004). The use of the balanced scorecard for the evaluation of information and communication technology projects. International Journal of Project Management,22,87-97.
113. Mulej, M., Kajzer, S., Treven, S.,& Jurse, K. (1997). Sodobna ekonomija med odpori do inovacij in zivljenjem od njih' (Contemporary economy between refusing innovation and living on it). Nase gospodarstvo,43(3/4),339-349.
114. Nathan, K.,& Pelfrey, S. (2004). Strong medicine for failing hospitals:A balanced scorecard approach. Cost Management,18(1),24-30.
115. Ngai, E.W.T., Law, C.C.H.,& Wat, F.K.T. (2008). Examining the critical success factors in the adoption of enterprise resource planning. Computers in Industry,59,548-564.
116. Nonaka, I.,& Takeuchi, H. (1995). The Knowledge-Creating Company. New York: Oxford.
117. Norman, M.E. (1984). Marketing freight transport:The need for customer-orientation. Service Industries Journal,4(3),125-132.
118. Obendhain, A.M.,& Johnson, W.C. (2004). Product and process innovation in service organizations:The influence of organizational culture in higher education institutions. Journal of Applied Management and Entrepreneurship,9(3),91-113.
119. Oh, Y., Suh, E.H., Hong, J.,& Hwang, H. (2009). A feasibility test model for new telecom service development using DCDM method:A case study of video telephone service in Korea. Expert Systems with Applications,36,6375-6388.
120. Pan, M.C.,& Wu, J.T. (2009). KSF of TV shopping industry in cross-straits. International Journal of Information Technology and Decision Making,8(1),169-187.
121.Papalexandris, A., Ioannou, G.,& Prastacos, G.P. (2004). Implementing the balanced scorecard in Greece:A software firm's experience. Long Range Planning,37,351-366.
122. Papalexandris, A., Ioannou, G., Prastacos, G.,& Soderquist, K.E. (2005). An integrated methodology for putting the balanced scorecard into action. European Management Journal,23(2),214-227.
123. Parasuraman, A., Zeithaml, V.A.,& Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing,49(4),41-50.
124. Parker, G.M. (1994). Cross-Functional teams. San Francisco:Jossey-Bass.
125. Parkinson, J., Tsasis, P.,& Porporato, M. (2007). A critical review of financial measures as reported in the Ontario hospital balanced scorecard. Journal of Health Care Finance, 34(2),48-56.
126. Pennings, J.M.& Harianto, F. (1992). The diffusion of technological innovation in the commercial banking industry. Strategic Management Journal,29-46.
127. Penrose, E.T. (1959). The Theory of Growth of the Firm. New York:John Wiley & Sons.
128. Peppers, D.,& Rogers, M. (1997). The $15,000 rug. Marketing Tools,25(May),4-7.
129. Pittaway, L., Robertson, M., Munir, K., Denyer, D.,& Neely, A. (2004). Networking and innovation:A systematic review of the evidence. International Journal of Management Review,5/6(3),137-168.
130. Porter, M.E. (1980). Competitive Strategy:Technique for Analyzing Industries and Competitors. New York:Free Press.
131. Porter, M.E. (1985). Competitive Advantage. New York:Free Press.
132. Porter, M.E. (1991). Toward a dynamic theory of strategy. Strategic Management Journal, 12,95-117.
133. Quaddus, M.,& Achjari, D. (2005). A model for electronic commerce success. Telecommunications Policy,29,127-152.
134. Quelch, J.A.& Klein, L.R. (1996). The internet and international marketing. Sloan Management Review, Spring,60-75.
135. Ray, G., Barney, J.B.,& Muhanna, W.A. (2004). Capabilities, business processes and competitive advantage:Choosing the dependent variable in empirical tests of the resource-based view. Strategic Management Journal,25(1),23-37.
136. Regan, W.J. (1963). The service revolution. Journal of Marketing,27,32-36.
137. Regnier, P. (1993). Spreading Singapore's wings worldwide:A review of traditional and new investment strategies. The Pacific Review,6(4),305-312.
138. Rockart, J. (1979). Chief executives defined their own data needs. Harvard Business Review,20,64-67.
139. Ryans, C.C. (1995). Resource. Journal of Small Business Management,33(2),65-67.
140. Saaty, T.L. (1980). The Analytic Hierarchy Process. New York:McGraw Hill.
141. Saaty, T.L. (1996). Decision Making with Dependence and Feedback:The Analytic Network Process. Pittsburgh:RWS Publication.
142. Sambasivan, M.,& Fei, N.Y. (2008). Evaluation of critical success factor of implementation of ISO 14001 using analytic hierarchy process (AHP):A case study from Malaysia. Journal of Cleaner Production,16,1424-1433.
143. Sampson, S.L. (2004). The Unified Service Theory. New York:Production and Operation Management Society.
144. Sasser, W.E. (1978). Management of Service Operations-Text, Cases and Readings. Boston:Allyn and Bacon.
145. Schmidt, S., Bateman, I., Breinlinger-O'Reilly, J.,& Smith, P. (2006). A management approach that drives actions strategically. International Journal of Health Care Quality Assurance,19,119-135.
146. Schumpter, J. A. (1934). The Theory of Economic Development. Cambridge:Harvard Economic Studies.
147. Schumpeter, J. A. (1942). Capitalism, Socialism and Democracy. New York:Harper & Brothers.
148. Sebora, T.C., Lee, S.M.,& Sukasame, N. (2009). Critical success factors for e-commerce entrepreneurship: An empirical study of Thailand. Small Business Economics,32,303-316.
149. Seheuing, E.E.,& Johnson, E.M. (1989). A proposed model for new service development. Journal of Services Marketing,3(2),25-34.
150. Selim, H.M. (2007). Critical success factors for e-learning acceptance:Confirmatory factor models. Computers & Educations,49,396-413.
151. Shah, M.H.,& Siddiqui, F.A. (2006). Organisational critical success factors in adoption of e-banking at the Woolwich bank. International Journal of Information Management, 26,442-456.
152. Sheth, A., Verma, K.,& Gomadam, K. (2006). Semantics to energize the full services spectrum. Communication of the ACM,49(7),55-61.
153. Snellman, K.,& Vihtkari, T. (2003). Customer complaining behaviour in technology-based service encounters. International Journal of Service Industry Management,14(2),217-231.
154. Soloman, S.D. (1994). Staking a claim on the internet. Technology Supplement,16(13), 87-92.
155. Spohrer, J., Maglio, P.P., Bailey, J.,& Gruhl, D. (2007). Steps toward a science of service systems. IEEE Computer,40(1),71-77.
156. Stanton, W.J. (1975). Fundamentals of Marketing Channels. New York:McGraw Hill.
157. Storey, D.J.(1982). Entrepreneurship and the New Firm. London:Croom Helm.
158. Storey, C.,& Easingwood, C.J. (1999). Types of new product performance:Evidence from the consumer financial sector. Journal of Business Research,46,193-203.
159. Storey, C.,& Kelly, D. (2001). Measuring the performance of new service development activities. The Service Industries Journal,21(2),71-90.
160. Sun, A.Y.T., Yazdani, A.,& Overend, J.D. (2005). Achievement assessment for enterprise resource planning (ERP) system implementations based on critical success factors. International Journal of Production Economics,98,189-203.
161. Syson, F.,& Perks, H. (2004). New service development:A network perspective. Journal of Service Marketing,18(4),255-266.
162. Tadahiko Abe (2005). Research report. The Fujitsu Research Institute Economic Research Center Tokyo,246.
163. Tether, B.S. (2002). Who co-operates for innovation, and why:A empirical analysis. Research Policy,31(4),947-967.
164. Tidd, J., Bessant, J.,& Pavitt, K. (2001). Managing Innovation:Integrating Technological, Market and Organizational Change. New York:John Wiley & Sons.
165. Tushman, N.L.,& Nadler, D.A. (1986). Organizing for innovation. California Management Review,74-92.
166. van der Aa, W.,& Elfring, T. (2002). Realizing innovation in services. Scandinavian Journal of Management,18(2),155-171.
167. Vargo, S.L.,& Lush, R.F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing,68(1),1-17.
168. Van de Ven (1986). Central problems in the management of innovation. Management science,32,590-607.
169. Voss, C., Johnston, R., Silvestro, R., Fitzgerald, L.,& Brignall, T. (1992). Measurement of innovation and design performance in service. Design Management Journal,40-46.
170. Walker, K.B.,& Dunn, L.M. (2006). Improving hospital performance and productivity with the balanced scorecard. Academy of Health Care Management Journal,2,85-110.
171. Watt, D.J., Kayis, B.,& Willey, K. (2009). Identifying key factors in the evaluation of tenders for projects and services. International Journal of Project Management,27, 250-260.
172. Weissenberger-Eibl, M.,& Koch, D.J. (2007). Importance of industrial services and service innovations. Journal of Management & Organization,13(2),88-101.
173. Wernerfelt, B. (1984). A resource-based view of the firm. Strategic Management Journal, 16(3),171-174.
174. Wicks, A.M., Clair, L.S.,& Kinney, C.S. (2007). Competing values in healthcare: Balancing the (Un) balanced scorecard. Journal of Healthcare Management,52(5), 309-324.
175. Wu, W.W.,& Lee, Y.T. (2007). Selecting knowledge management strategies by using the analytic network process. Expert Systems with Applications,32,841-847.
176. Wu, W.Y., Shih, H.A.,& Chan, H.C. (2009). The analytic network process for partner selection criteria in strategic alliances. Expert Systems with Applications,36, 4646-4653.
177. Yazgan, H.R., Boran, S.,& Goztepe, K. (2009). An ERP software selection process with using artificial neural network based on nanalytic network process approach. Expert Systems with Applications,36,9214-9222.
178. Yoon, J.,& Chae, M. (2009). Varying criticality of key success factors of national e-strategy along the status of economic development of nations. Government Information Quarterly,26,25-34.
179. Yuksel, I.,& Dagdeviren, M. (2007). Using the analytic network process (ANP) in a SWOT analysis-A case study for a textile firm. Information Sciences,177,3364-3382.
180. Zeithaml, V.A.,& Bitner, M.J. (1996). Service Marketing. New York:McGraw Hill.
181. Zhao, J.L., Tanniru, M.,& Zhang, L.J. (2007). Services computing as the foundation of enterprise agility:Overview of resent advances and introduction to the special issue. Information System Frontiers,9(1),1-8.