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    题名: 意像為基礎的服務創新：於服務科學中的方法、模型與應用-建構以意像為基礎之服務創新成熟度模型：探索在創新過程中組織能力之演變
    其它题名: Imagery-Based Service Innovation Maturity Framework: Exploring the Evolution of Organizational Capability Within the Innovation Cycle
    作者: 張欣綠;黃國？
    贡献者: 國立政治大學資訊管理學系
    行政院國家科學委員會
    关键词: 意像;服務創新
    small and medium-sized enterprises;cluster;service innovation;organizational capability;customer orientation
    日期: 2011
    上传时间: 2012-08-30 15:49:08 (UTC+8)
    摘要: 本研究旨在建立一個以意像為基礎之服務創新成熟度模型。在主計畫所建立之『以意 像為基礎之服務設計平台』（簡稱為IBSD2）下，中小企業主能夠跟他們所在地的群聚 伙伴一起建立一個顧客所期待之『服務意像』（即具有某特定意像之服務） (Service Imagery)，並且在這個意像之下，提出相對應的服務內容。為了讓IBSD2 能達到預期 的服務創新的目標，中小企業主必須具備特定的資源和能力才能讓『服務意像』這個 概念順利推動。然而，企業能力的建立是一個漸進的過程。應用本研究所建立之服務 創新成熟度模型，中小企業主能循序漸進的改善自己在服務創新上的能力，而最終能 夠從服務意像的角度進行服務創新。中小企業主亦能從此模型中，瞭解自己目前所欠 缺的資源和能力，進而促進群聚內的協同和合作，以截長補短。 本研究提出三個階段的成熟度模型，從低至高為：資源導向 (Resource Orientation)，回 應式顧客導向 (Responsive Customer Orientation)，以及預應式顧客導向 (Proactive Customer Orientation)。第一階段（資源導向）強調中小企業在資源獲取上的能力，以 收集到可以滿足某特定服務意像的資源為目標。第二階段（回應式顧客導向）以如何 快速回應顧客在意像期待上的改變為主要目標能力。第三階段（預應式顧客導向）則 是希望中小企業主能夠預測顧客潛在以及未來的需求，主動建立具創新性的服務意 像，以創造顧客的價值。由於中小企業在缺少資源的情況之下，通常會經過群聚的協 同合作來達到創新的目的。因此，本研究亦會探討，在不同的成熟度下，中小企業的 群聚特性如何創造顧客價值。
    This research aims to develop an Imagery-Based Service Innovation Maturity Model. Empowering by IBSD2 platform (Imagery-Based Service Design & System Development), small and medium-sized enterprises (SMEs) are able to co-create their goal imagery services (i.e., services embodying particular imageries), and then locate appropriate partners within a geographical cluster to provide the service solution featuring the goal imagery desired by the customers. While IBSD2 provides an opportunity for SMEs to conduct service innovation, it requires particular organizational capabilities to make the goal imagery become realized. However, the capability development within SMEs is an incremental process. The maturity framework proposed in this research helps an organization to create a roadmap for the incremental transformation from the basic levels toward the more mature levels of imagery-based service design. In other words, the framework is used to determine which organizational capabilities are desirable in order to attain a new level of maturity. Based on the level of customer value achievable at each stage, three levels of maturity are proposed: resource orientation, responsive customer orientation, and proactive customer orientation. The first level of maturity emphasizes a SME’s capability to acquire all the required resources to fulfill a given goal imagery. The second level of maturity refers to a SME’s capability to reconfigure and adapt its resource base, in a timely fashion, to respond to a goal imagery change incurred by customers. The third level of maturity addresses a SME’s capability to foresee a latent or future customer needs and proactively develop a new imagery service with unique customer value. Since SMEs often work in a cluster to deliver customer value, we are also interested in examining the effects of several clustering factors on customer value.
    關聯: 應用研究
    學術補助
    研究期間:10008~ 10107
    研究經費:584仟元
    数据类型: report
    显示于类别:[資訊管理學系] 國科會研究計畫

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    100-2410-H-004-028-MY3.pdf694KbAdobe PDF2250检视/开启


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