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研究生:廖文萱
研究生(外文):Wen-Hsuan Liao
論文名稱:InnovativeCompetence:AntecedentsandImpactsonServiceDeliveryInnovation
論文名稱(外文):Innovative Competence: Antecedents and Impacts on Service Delivery Innovation
指導教授:陳家祥陳家祥引用關係李有仁李有仁引用關係嚴秀茹嚴秀茹引用關係鄭啟均鄭啟均引用關係
學位類別:碩士
校院名稱:元智大學
系所名稱:企業管理學系
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:2009
畢業學年度:97
語文別:英文
論文頁數:92
中文關鍵詞:Service delivery innovationResponsive Market orientationProactive Market OrientationTechnology orientationExploratory Innovative competenceExploratory Innovative competenceMarket acuity
外文關鍵詞:Service delivery innovationResponsive Market orientationProactive Market OrientationTechnology orientationExploratory Innovative competenceExploratory Innovative competenceMarket acuity
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In the dynamic environment, firms create and maintain the competitive advantage through considering the issue of service innovation and customers. Service delivery innovation plays a critical role in shortening the gaps between customers and firms. However, previous researches lack for discussing the practice of service delivery innovation. This study examines that a firm can practice service delivery innovation when a firm acquires innovative competence. Therefore, we propose a model to empirically demonstrate the antecedents and impacts of innovative competence.
We explore the effect of exploitative and exploratory innovative competence on service delivery innovation. Furthermore, we examine the antecedent roles of responsive market orientation, proactive market orientation and technology orientation.
Furthermore, we develop the conceptual framework and an empirical research which has been conducted within Taiwan information technology industry. Owning to solve the bias of the common method, the self-administered questionnaires were developed into two different parties. Respondents were those who worked in the same company, some are sales managers and the others are marketing and planning managers. Finally, 148 firms took part in the study, providing 148 paired questionnaires (total 298 questionnaires) from two departments.
As a result, the demonstration of the research shows that exploitative innovative competence contributes to service delivery innovation. Exploratory innovative competence cannot directly affect service delivery innovation because firm need to figure out business situation by acquiring market acuity. All the antecedents have positive effect on innovative competence. Specifically, technology orientation is critical driver to affect innovative competence. Moreover, responsive market orientation has greater effect on exploratory innovative competence, and proactive market orientation has greater impact on exploitative innovative competence. The implication for managers from information technology industry suggests that firms need to allocate resources to acquire innovative competence based on its orientation. Furthermore, firms can both carry out service delivery innovation and get competitive advantage when they possess innovative competence.
In the dynamic environment, firms create and maintain the competitive advantage through considering the issue of service innovation and customers. Service delivery innovation plays a critical role in shortening the gaps between customers and firms. However, previous researches lack for discussing the practice of service delivery innovation. This study examines that a firm can practice service delivery innovation when a firm acquires innovative competence. Therefore, we propose a model to empirically demonstrate the antecedents and impacts of innovative competence.
We explore the effect of exploitative and exploratory innovative competence on service delivery innovation. Furthermore, we examine the antecedent roles of responsive market orientation, proactive market orientation and technology orientation.
Furthermore, we develop the conceptual framework and an empirical research which has been conducted within Taiwan information technology industry. Owning to solve the bias of the common method, the self-administered questionnaires were developed into two different parties. Respondents were those who worked in the same company, some are sales managers and the others are marketing and planning managers. Finally, 148 firms took part in the study, providing 148 paired questionnaires (total 298 questionnaires) from two departments.
As a result, the demonstration of the research shows that exploitative innovative competence contributes to service delivery innovation. Exploratory innovative competence cannot directly affect service delivery innovation because firm need to figure out business situation by acquiring market acuity. All the antecedents have positive effect on innovative competence. Specifically, technology orientation is critical driver to affect innovative competence. Moreover, responsive market orientation has greater effect on exploratory innovative competence, and proactive market orientation has greater impact on exploitative innovative competence. The implication for managers from information technology industry suggests that firms need to allocate resources to acquire innovative competence based on its orientation. Furthermore, firms can both carry out service delivery innovation and get competitive advantage when they possess innovative competence.
ABSTRACT I
ACKNOWLEDGEMENT III
CONTENTS IV
LIST OF TABLES VI
LIST OF FIGURES VII
CHAPTER 1 INTRODUCTION 1
1.1 RESEARCH BACKGROUND AND MOTIVATIONS 1
1.2 RESEARCH OBJECTIVE 4
CHAPTER 2 LITERATURE REVIEW 5
2.1 SERVICE AND SERVICES 7
2.2 SERVICE DELIVERY INNOVATION 8
2.2.1 Service Delivery 8
2.2.2 Service Delivery Innovation 21
2.2.3 Research Framework 24
2.3 EXPLOITATIVE AND EXPLORATORY INNOVATIVE COMPETENCE 24
2.4 RESPONSIVE AND PROACTIVE MARKET ORIENTATION 28
2.5 TECHNOLOGY ORIENTATION 32
2.6 MARKET ACUITY 34
CHAPTER 3 RESEARCH METHODOLOGY 36
3.1 INSTRUMENT DESIGN 36
3.2 SAMPLING 37
3.3 DATA COLLECTION 38
3.4 OPERATIONALIZATION OF CONSTRUCTS 42
CHAPTER 4 DATA ANALYSIS AND RESULT 47
4.1 SAMPLE DEMOGRAPHICS 47
4.2 MEASUREMENT PROPERTIES 49
4.2.1 Exploratory Factor Analysis 49
4.2.2 The Measurement Model 50
4.2.3 The Structural Model 53
4.3 HYPOTHESES TESTING 54
4.3.1 Results for the Model Effects 55
4.3.2 Results for the Moderating Effects 57
CHAPTER 5 DISCUSSION AND CONCLUSION 60
5.1 DISCUSSION 61
5.1.1 Antecedents of Innovative Competence 61
5.1.2 Innovative Competence and Service Delivery Innovation 65
5.1.3 The moderating Effect of Market Acuity 67
5.2 MANAGERIAL IMPLICATIONS 69
5.3 IMITATION AND FUTURE RESEARCH 71
REFERENCE 74
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