探索台灣服務業服務創新內涵與發展歷程：顧客價值觀點

ASIAIR > College of Management > Department of Business Administration > Ministry of Science and Technology Research Project > Item 310904400/26223

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Title:	探索台灣服務業服務創新內涵與發展歷程：顧客價值觀點
Authors:	邱文宏
Contributors:	管理學院;經營管理學系
Keywords:	服務創新;醫學倫理;顧客價值;價值創造;價值演進;service innovation;medical ethics;customer value;value creation;value evolution
Date:	2011
Issue Date:	2013-07-18 07:51:42 (UTC+0)
Abstract:	現今大部分已開發國家擁有70%以上的服務業就業人口，因此服務創新為一相當重要之議題，而理想的顧客價值管理可創造忠誠顧客，進而建立競爭優勢，故服務業必須進一步思維以顧客為中心提供創新服務，以塑造非價格優勢進而維持企業的存續。然而，參酌以往有關服務創新之研究文獻，少有研究著重於以顧客價值觀點，進而探討整體服務業之服務創新內涵與發展歷程。本計畫目的為：1. 架構於顧客價值觀點，探討我國服務業實施之服務創新事件概況，進而歸納服務創新之創新類型與經營核心價值，並驗證產業服務創新之關鍵成功因素；2. 探討我國服務業服務創新演化歷程與發展，以瞭解未來趨勢； 3. 進行產業比較分析，以瞭解產業服務創新差異性。本計畫屬於產業個案導向式之質性研究，透過理論抽樣挑選六種服務業，資料收集包括次級資料收集與專家深度訪談，資料分析為依循類型比對、解釋建構、時間序列分析與程序邏輯模式等四種分析模式。本計畫規劃為三年期之研究計畫：一、第一年計畫為先針對上述六種服務業選定其七類子產業，並由各子產業挑選較具代表性之個案，透過蒐集個案公司之次級資料與第一階段專家深度訪談確認資料完整性與飽和度，本年度預計完成此七類子產業之服務創新事件資料庫。二、第二年計畫為針對上年度建置之服務創新事件資料庫持續補充最新資料，逐件進行事件資料判讀與分析，以瞭解整體產業服務創新概況，並進而歸納服務創新之內涵與服務創新演化發展歷程，最後依分析之關鍵議題，進行第二階段專家深度訪談。三、第三年計畫進度為進行各子產業之比較分析，以瞭解理論抽樣之產業樣本差異性；最後依據質性探索結果，進行問卷設計與調查，以驗證產業服務創新之關鍵因素。 Service innovation especially has become a critical issue as in most developed countries services account for about 70% of employment. The effective management of customer value can promote loyalty of customers and hence competitive advantages. Therefore, service providers should further focus on customer-oriented service innovations. However, past studies pay little attention to exploring implications and development of innovations in services based on a perspective of customer value. The objectives of this project are: 1) to explore the recent overview of innovation in services, further to induce conceptual dimensions and core value of business administration in service sectors, and finally to statistically test the key successful factors of service innovations; 2) to explore evolution models of service innovations to predict innovation trend; 3) to carry out the cross-sector comparisons to understand the difference of service innovations. This project adopts a case-oriented qualitative research in service industries. Six sectors are selected according to a theoretical sampling. The methods of data collection include collection of secondary data and in-depth interviews. The collected data is analyzed using pattern-matching, explanation-building, time-series and program logic model. The objectives of this 3-year project are briefly described in each year. 1. In the first year, the selected service sectors are narrowed to seven sub-sectors. Then some representative institutes in these sectors are selected as research cases. In this year, we will construct the database of service innovations in these addressed cases through collecting secondary data and in-depth interviews. 2. In the second year, we will analyze each innovation event in the database to understand the recent overview of innovation in services. Furthermore, we will induce conceptual dimensions and evolution models of service innovations. Finally, we will invite practitioners and scholars to discuss the derived findings. 3. In the third year, we will compare the outcomes in the selected sub-sectors to understand the difference of innovations in the distinct sectors. Finally, we will test the service innovation model induced by the qualitative research in the second year.
Appears in Collections:	[Department of Business Administration] Ministry of Science and Technology Research Project

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