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研究生:翁誠宏
研究生(外文):Weng, Chen-Hung
論文名稱:企業操作性資源對雙元性服務創新之影響-以資訊科技應用經驗為調節變數
論文名稱(外文):The Impact of Operant Resource on Service Innovation Ambidexterity-Information Technology Experience as Moderator
指導教授:嚴秀茹嚴秀茹引用關係
指導教授(外文):Yen, Hsiu-Ju
學位類別:碩士
校院名稱:國立清華大學
系所名稱:服務科學研究所
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2014
畢業學年度:102
語文別:中文
論文頁數:53
中文關鍵詞:服務創新雙元性服務創新服務主導邏輯操作性資源探索式服務創新盡用式服務創新資訊科技應用經驗
外文關鍵詞:service innovationservice innovation ambidexterityservice-dominant logicoperant resourceexploratory service innovationexploitative service innovationIT experience
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創新是企業生存之不二法門,但僅以改善產品和服務之創新方式,已無法保證企業在市場上長期之競爭優勢,為了維持競爭優勢,企業推動雙元性服務創新確有其必要性。本研究以服務主導邏輯的概念出發,探討企業之能力包括顧客參與、企業夥伴參與、員工參與和知識整合機制對雙元性服務創新之影響,以及資訊科技應用經驗對於上述企業能力之強化作用。 本研究針對批發物流業和資通訊服務業企業進行問卷發放,實證研究結果顯示顧客參與、企業夥伴參與、員工參與和知識整合機制對於雙元性服務創新程度皆產生正向之影響,雙元性服務創新之程度也確實為企業帶來競爭優勢。而資訊科技應用經驗不僅調節員工參與、企業夥伴參與對於雙元性服務創新之間的關係,甚至是直接影響雙元性服務創新之程度。
Innovation is the only way for enterprises to survive, but the way to improve products and service for innovation has been unable to ensure that enterprises sustain long-term competitive advantage in the market. In order to sustain competitve advantage, it is necessary to promote service innovation ambidexterity. Based on service-dominant logic,this paper focus on the impact of operant resource(customer involvement, business partner involvement, employee involvement, knowledge integration mechanism) on service innovation ambidexterity inside enterprieses and moderating role of IT experience plays on all the operant resource list above. This study focuses on wholesale and logistics industry and ICT service industry to send questionnaires.Empirical studies found that customer involvement, business partner involvement, employee involvement and knowledge integration mechanism have positive impact on service innovation ambidexterity and service innovation ambidexterity brings competitive advantage for enterprises.
IT experience not only moderates the effect of employee involvement and business partnet involvemen on, but also positively impacts service innovation ambidexterity.

第一章 緒論 1
一、 研究背景與動機 1
二、 研究目的與問題 3
三、 預期成果與貢獻 4
第二章 文獻回顧 5
一、 服務創新 5
1. 同化(Assimilation) 觀點 5
2. 區隔(Demarcation) 觀點 6
3. 綜合(Synthesis) 觀點 6
二、 雙元性創新 7
1. 結構雙元性 8
2. 情境雙元性 9
3. 領導雙元性 9
第三章 理論架構 10
一、 顧客參與 12
二、 企業夥伴參與 13
三、 員工參與 13
四、 知識整合機制 14
五、 資訊科技應用經驗 17
1. 資訊科技應用經驗調節顧客參與 18
2. 資訊科技應用經驗調節企業夥伴參與 18
3. 資訊科技應用經驗調節員工參與 19
4. 資訊科技應用經驗調節知識整合機制 20
六、 雙元性服務創新與企業競爭優勢 20
第四章 研究方法 22
一、 資料蒐集 22
二、 研究變數衡量與操作性定義 22
1. 顧客參與 22
2. 企業夥伴參與 23
3. 員工參與 23
4. 知識整合機制 23
5. 資訊科技應用經驗 24
6. 探索式服務創新 24
7. 盡用式服務創新 24
8. 企業競爭優勢 25
第五章 資料分析 26
一、 敘述性統計 26
二、 因素分析和信度分析 27
三、 平均數、標準差和相關係數分析 30
四、 假設驗證 32
1. 預測變數假設檢測 32
2. 調節變數假設檢測 33
第六章 結論與建議 38
一、 研究結論 38
二、 研究貢獻 39
三、 管理意含 40
四、 研究限制 41
五、 未來研究建議 41
參考文獻 42
附錄一、台灣企業「服務創新整備度」調查問卷 51

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