The Effects of Organizational Innovation in Various Types of Organizational Culture on Customer Relationship Management Performance - A Study of Taiwan Electronic Industry

• Main Authors: CHIU CHENG-CHIEH, 邱政杰
• Other Authors: 榮泰生
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/14683323205341797006

碩士 === 輔仁大學 === 管理學研究所 === 97 === The current trend is to shorten the process and return for report immediately. The implement of e-business is the main way for promoting the competitiveness. Complete and effective information system is the vital of promoting service quality and efficiency of internal affair process. The most important requirement of service-oriented enterprise is to promote service quality, keep customer loyalty, simplify affair process and cost down. Therefore, The purpose of this study is to investigate whether have positive influence among organizational culture, organizational innovation, and customer relationship management performance or not. The survey subjects of this research have been focus on employees of electronic industry. There are 120 of effective questionnaires of the actual recycling. The study adopts the software of SPSS to do the data analysis, including descriptive statistics, reliability analysis, relationship analysis and the structural equation model analysis of AMOS model to examine the structure validity. The hypotheses proposed are examined and we can draw conclusions as follows: 1. There is a part positive influence among organizational innovation and customer relationship management performance. 2. There is a part positive influence among organizational culture through organizational innovation, and customer relationship management performance. Therefore, the electronic industry should focus on customer long-term benefit and standard process for serving customers immediately, and work for complete system, service process, and employees’ trust. It should be changed from internal organization and embody the service spirit to service customer.