台灣近年因應政府政策以及頻繁的資訊安全事件，多數公私立機構參考國際標準資訊安全管理系統（ISMS）建立組織自身的資安管理架構，期望藉由此管理機制的建立，能夠優化組織資訊管理的完整性並降低資訊安全事件的發生風險。在顧問輔導的過程中，除了顧問本身的專業投入之外，顧客的配合與認同更是專案成功與否的關鍵。
本研究以量化與質性並重的模式，以知識移轉為兩造價值共創的成果表現為基準，先透過問卷調查方式，瞭解提升服務品質的顧問關鍵能力，以及顧客端應當具備的互補資產。再以個案訪談的方式，深度探索在顧問輔導的過程中，所展現與缺乏的關鍵能力，並且觀察與分析顧客的互補資產是否完整到位，並在各階段裡有否產生其資產價值，以及在最後是否讓組織產生效益。
研究發現專業知識與技能是顧問的基礎能力，還必須擁有良好的溝通能力，而其溝通能力有可細分為聽（觀察與認知）與說（闡述與傳遞）的能力，其能力將決定於顧客對於顧問輔導品質與滿意度的關鍵。而在顧客的互補資產中發現，組織策略的整合以及建構的管理系統是否相容於組織營運流程中，將決定本系統成功與否的關鍵。
唯有顧問的專業能力與溝通能力並用，加上顧客端互補資產確實的投入才能在互信的基礎上進行價值共創，並達到完整知識移轉的目標，使顧客能夠善用所得之知識，滿足營運需求，創造營運效益，方能得到正向的顧客服務品質評價。

React to the government policies and frequent information security events, most public and private institutions refer to Information Security Management System (ISMS) to construct itself information security management architecture. The organizations also expect to leverage the information security management architecture to develop the integrity and decrease the risks of information security. In this process, it is important that customers co-produce with the consultant. In addressing this issue, this study attempts to explore it from qualitative and quantitative. First, we conduct the survey by questionnaire attempting to understand how consultant capabilities and organizational complement assets influence co-production behaviors and knowledge transfer. In addition, we also hypothesized that co-production behaviors is positively associated with knowledge transfer. Second, we conduct the interviews by case to explore the consultant capabilities and organizational complement assets. And we attempt to understand how they conduct value co-production to enhance the organizational performance. Our research mentions that professional knowledge and skill are necessary acquisition for consultants. In addition, we also found that consultants must have good competence of communication that can be classified into decoding and encoding. In the other hand, the success of system depends on the strategy integration and system compatibility with operational processes. The study results, based on data collected and interviews, confirmed our hypotheses that the complement assets and consultant competences are critical for co-production behavior. In addition, the critical role of co-production behaviors in knowledge transfer is reaffirmed. It also reveals that better knowledge transfer can enhance more service quality and then increase satisfaction.

第壹章 研究背景、動機、目的 1
第一節 研究背景 1
第二節 研究動機 2
第三節 研究目的 4
第貳章 文獻探討 5
第一節 資訊科技顧問 5
一、 資訊科技顧問產業 5
二、 資訊科技顧問能力 6
第二節 互補性資產理論 8
第三節 知識移轉 10
第四節 價值共創 12
一、 服務導向邏輯 12
二、 價值共創 13
第五節 服務品質與滿意度 17
一、 服務 17
二、 服務品質 17
三、 滿意度 18
第參章 研究方法 22
第一節 研究假說 23
第二節 資料蒐集方法 26
一、 問卷（量化研究）的優點 26
二、 個案調查（質性研究）的優點 27
三、 問卷規劃 27
四、 個案研究訪談規劃 33
第肆章 研究分析 41
第一節 量化分析結果 41
一、 問卷對象資料分析 41
二、 信效度分析 44
三、 量化假說檢驗 53
第二節 質性分析結果 54
一、 訪談個案結果 54
二、 統合表列 75
第三節 研究發現 77
第伍章 結論與建議 79
第一節 研究結論 79
第二節 研究建議 80
參考文獻 82

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