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研究生:曾建榮
研究生(外文):Chien-Lung Tseng
論文名稱:服務創新驅力與創新類型對其績效之影響:服務主導邏輯觀點
論文名稱(外文):The Driving Force of Service Innovation and Innovation Types Affected Innovation Performance : The Perspective of Service Dominant Logic
指導教授:朱國光朱國光引用關係
指導教授(外文):Kuo-Kuang Chu
學位類別:博士
校院名稱:國立高雄第一科技大學
系所名稱:管理學院博士班
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2015
畢業學年度:103
語文別:中文
論文頁數:106
中文關鍵詞:服務主導邏輯服務績效創新類型服務創新驅力
外文關鍵詞:service dominant logicinnovation typesservice innovation driving forceservice performance
相關次數:
  • 被引用被引用:19
  • 點閱點閱:911
  • 評分評分:
  • 下載下載:387
  • 收藏至我的研究室書目清單書目收藏:2
服務主導邏輯的提出,在近十年在學術領域不斷地被討論、檢驗與應用。關於服務創新議題的研究,在行銷領域中更是被廣泛的討論。回顧過去研究發現,相關的服務創新探討仍在有限的理論與正在發展實證研究的領域,且大多以公司角度出發,著墨於服務創新的商業模式或服務績效(銷售量、企業規模成長、市場占有率及財務績效)等指標;鮮少以顧客視角來探討顧客對於服務創新的感受。有鑑於此,為擴大服務創新議題於服務產業的應用,並根植於以服務為主導的研究,延伸對服務接觸、服務品質、顧客滿意和忠誠度、以及客戶體驗的探究,遂引發本研究之動機,將其視為值得深入探討之議題。
研究方法採用問卷調查之實證分析,選擇曾經對零售服務業者具有購買經驗的消費者作為受訪樣本,總計回收有效問卷數共252份。統計分析則採用線性結構模式,再經由測量模式與結構模式來建立本研究之理論模型,深究服務創新驅力與創新類型,如何影響服務績效,並進一步分析模式各構念間的直接效果與間接效果影響。分析結果顯示「漸進式創新」扮演的中介效果,較易突顯”服務創新驅力與服務品質”之間的關係;而「激進式創新」扮演的中介效果,較易突顯”服務創新驅力與顧客滿意”二者之間的關係。
最後,本研究貢獻在於回顧2004-2015關於「服務主導邏輯」的文獻研究,並歸納出三種服務創新驅力-協作能力、動態能力與知識介面。以服務主導邏輯觀點來探討服務創新驅力、服務創新類型與服務績效之研究,並檢測其緊密性與運用之程度,研究結果亦呈現本模型架構具有良好的解釋力。再依據上述研究結果提出對學術理論與實務管理上之建議與後續研究方向,供學、研界與業界之參考。
Proposed service dominant logic, for nearly a decade continue to be discussed in the academic field, testing and application. About service innovation research topics in the field of marketing is being widely discussed. Recalling the past studies have found that service innovation is still limited explore the related theoretical and empirical research in the field is being developed, and most of the company point of view, dwell in service innovation business model or service performance (sales, firm size growth, market share rate and financial performance) and other indicators; rarely customer perspective to explore the customer experience for service innovation. In view of this, the question of the expansion of service innovation applied to the service industry, and service-oriented rooted in research, extension service contact service quality, customer satisfaction and loyalty, as well as exploring the customer experience, and then initiates the research motive, which was deemed worthy of further exploration of the subject.
The research method chose the customers who used to deal with the retail business as samples and using the personnel and the network surveys, total effective questionnaires are 252. The data analysis mainly uses the structural equation modeling (SEM) through measurement model and structural model to establish the theoretical model. Discuss the service innovation, innovation types, innovation performance, and how they affect the level of customer attachment. Furthermore, analyze the direct effect and the indirect influences on the constructs between each construction.The result shows that "incremental innovation" plays an intermediary effect, easier to highlight the relationship between service innovation driving force and service quality. And "radical innovation" plays an intermediary effect, easier to highlight the driving force of service innovation and customer satisfaction the relationship between the two.
In this study, the contribution that the study of literature review 2004-2015 "service dominant logic" and identifies the three service innovation driving force - collaboration, dynamic capability and knowledge interface. Serve the perspective of service dominant logic to discuss the service innovation driving force, the type of service innovation and service performance, and determine the degree of fitness.
目 錄
中文摘要………………………………………………………………i
英文摘要………………………………………………………………ii
誌謝……………………………………………………………………iv
目錄……………………………………………………………………v
表目錄………………………………………………………………vii
圖目錄………………………………………………………………viii
第壹章 緒論…………………………………………………………1
第一節 研究背景與動機……………………………………………1
第二節 研究目的……………………………………………………4
第三節 研究流程……………………………………………………6
第貳章 文獻探討……………………………………………………8
第一節 服務主導邏輯………………………………………………8
第二節 服務創新……………………………………………………14
第三節 服務績效……………………………………………………22
第参章 研究設計……………………………………………………28
第一節 研究架構……………………………………………………28
第二節 研究假設……………………………………………………29
第三節 研究變數操作型定義與衡量………………………………35
第四節 樣本抽樣與問卷設計………………………………………42
第五節 統計分析方法………………………………………………45
第肆章 資料分析與結果……………………………………………48
第一節 樣本敘述性統計分析………………………………………48
第二節 測量模式分析………………………………………………57
第三節 結構模式與假說驗證分析…………………………………61
第伍章 結論與建議 …………………………………………………67
第一節 研究結論……………………………………………………67
第二節 理論與實務管理意涵………………………………………70
第三節 後續及未來研究方向………………………………………73
參考文獻………………………………………………………………74
附錄一:研究問卷……………………………………………………91
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