第五章 結論與建議
第二節 研究限制與建議
雖然本研究在進行之過程中力求客觀嚴謹，而研究的資料也力求完 整，其來源包括二大部分。第一部份是已公開發表之次級資料，其來源 涵蓋：1. 國內外相關領域之期刊雜誌；2. 國內博碩士論文；3. 資訊科技 及客戶關係管理相關之公開發表的研究，此資料來源均由具公信力之官 方學術單位或市場知名研究機構提供，其可靠性並無疑慮；4. 與研究議 題相關之書籍、研討會刊物、論文集等；5. 電子媒體、雜誌、報紙、網 站刊登之資訊科技、及時訊息與客戶關係管理相關文章。
第二部分是問卷訪談資料，但是由於「及時訊息系統」與客戶關係管 理仍是一個研究中的議題，目前仍缺乏可依循的理論基礎與前人研究。
雖然本研究從 2009 年 6 月底開始進行及時訊息系統的應用領域相關文獻 之資料搜集，但對於在及時訊息系統的應用領域之學術研究真正具代表 性的參考文獻卻相當有限，因此本研究雖然在研究架構之發展、訪談對 象的選取以及資料蒐集方面儘可能力求客觀完整，訪談對象的選擇可能 過於主觀。本研究雖然經過盡可能嚴謹的文獻探討及問卷訪談檢討，但 是由於某些研究架構中之構面範圍過於廣泛，例如企業內外部對客戶資 訊處理認知不同等因素，無法完全排除主觀選擇之情形。由於本研究主 要目的在提出此一新的方向與系統架構，供個案公司使用研究，並未針 對特定產業進行更深入的研究。因此也並未能對其他產業取得足夠之問 卷樣本資料進行研究，建議未來後續研究應可繼續對各產業的相同研究 進行更深入之比較分析，或進行後端的進階「及時訊息系統」應用，連 結其他系統如報價系統、成長預估系統、庫存系統等的整合研究探討。
及時的客戶資訊是有用的，利用資料探勘的資訊科技加上相關領域的 技術整合應用，可以找出隱藏的關聯性以及法則。本研究期望能夠對於 個案公司未來應用及時訊息系統的設置預先做研究，藉以利用取得的結 果來提供給相關的管理決策者，期望替個案公司對於無論是客戶保留、
客戶開發或者是產品設計、策略選擇方面提供更務實的參考資訊，進而
提高市場的競爭力與利潤，贏得商機。長期以來，資訊科技處理機制的 總擁有成本 (total cost of ownership, TCO) 為大家所忽略，所謂總擁有成 本是指實際的投入資源在整個企業生命週期中所耗費的總成本，包括硬 體取得、軟體取得、安裝、教育訓練、支援、維護、應用及擴展等，通 常大家思考的多集中在前幾項，越往後越為人們所忽略。但是資訊科技 處理機制複雜度越高，其帶來的可實現經營價值也越高，企業對於及時 訊息處理能力持續的加強，反應在現實的商業環境裡，就是資訊科技系 統不斷地建置與更新。整體而言，隨著有效率資訊科技系統的建置，企 業的價值會因而提高，再規劃下一波的資訊科技處理能力的提升，才能 再次提升企業的價值。
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