| Summary: | 碩士 === 國立中山大學 === 資訊管理學系研究所 === 94 === Over the past decade, the rapid developments and growth of information and communication technology (ICT) have triggered a new wave of customer service. This study utilizes the net-enable business innovation cycle theory with secondary data analysis to analyze the process and outcomes of the implementation of emerging technology, i.e., web-based application and voice over internet protocol (VoIP) for the case company, i.e., A Company. We investigate the characteristics and feature of the emerging technology including the web-based application and VoIP, identify the potential economic opportunity for the A Company, analyze the needed business innovation for its growth, and assess the potential value for its customer. The findings have the potential to contribute to the understanding of impacts occurring in the innovation associated with the implementation of the emerging technology for the A Company and offer rich insights for the company to exploit the economic opportunities, the needed business innovation, and the potential value for the customer. This approach also provides a systematic template that helps an organization to decide whether an emerging technology is worthy to implement.
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