政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/29874

政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/29874

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政大典藏 > College of Commerce > Department of Business Administation > Theses > Item 140.119/29874

Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/29874

Title:	企業推動服務創新專案之研究－以「卓越服務獎」得獎企業為例
Authors:	林盈志
Contributors:	洪順慶林盈志
Keywords:	服務創新新服務卓越服務獎
Date:	2007
Issue Date:	2009-09-11 16:46:27 (UTC+8)
Abstract:	全球化競爭的影響下，製造業與服務業的產業界限日漸模糊，為獲致更長久的競爭優勢，許多製造業者紛紛跨足服務領域，思考以差異化的服務，創造滿足顧客多變需求的附加價值。故推動服務創新，已是企業不得不正視的課題。然而，服務的無形性，使得新服務無法如實體產品般可精確拆解其組成；且新服務通常不涉及複雜的技術或高額的投資，往往推出不久後競爭對手即可輕易模仿，在難有專利權的保護下，企業進行服務創新時，可能比發展產品創新面臨更多艱難險阻。芬蘭國家技術處Tekes認為服務創新含有可複製的元素，可於其他環境或案例中重複被驗證。本研究基於此觀點，首度打破國內企業推動服務創新相關文獻僅專注某產業的研究範疇，將研究的產業別擴及房屋仲介業、餐飲業、金融服務業與資訊服務業，並以《天下雜誌》主辦的「卓越服務獎」得獎企業為個案企業，深入訪談企業進行某特定服務創新專案的開發過程，以探討推動服務創新時的考量因素，企圖解構服務創新的本質。本研究以Hertog and Bilderbeek的服務創新四構面模型為基礎，訪談分屬四個不同產業的個案企業，分析其服務創新專案的建構與執行過程。本研究依服務創新的構思設計、核心知識與系統連結三大主題，將研究結果歸納為13項研究命題，並提出研究發現與實務建議，供業界發展服務創新時參考運用。
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Description:	碩士國立政治大學企業管理研究所 93355034 96
Source URI:	http://thesis.lib.nccu.edu.tw/record/#G0093355034
Data Type:	thesis
Appears in Collections:	[Department of Business Administation] Theses

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