臺灣博碩士論文加值系統

近年來機械產業的產值成長停滯，過去製造業幫助台灣經濟成長，而近年變為「保一、保二」，而企業還要藉由壓低成本，來保住訂單。因此出現一個新的觀念，提供產業界加速升級的方法，即為「服務創新」，服務創新強調用完整的服務體驗，取代呆板的產品買賣，來獲得更多利潤空間。隨著經濟發展並在國際貿易下，客戶能選擇產品種類越來越多元，企業需思考增加何種新的服務，能使客戶能有更多的價值。對企業而言，實行服務創新的價值何在？本研究目的為探討台灣中部一家中小機械企業B2B服務創新之類別及B2B服務創新之四種類別與感知價值之五種類型的連結。透過B2B服務創新分成四種類別，感知價值分為五種類型，以兩階段質性研究，將B2B服務創新之四種類別與感知價值之五種類型做連結，並透過個案研究方式對台灣中部一家中小機械企業採焦點團體方式並用半結構式問卷搜集研究架構所需的資料。研究內容涵蓋了解個案公司對於採用B2B服務創新之項目、個案公司對於採用B2B服務創新的項目之類別以及個案公司對於採用B2B服務創新之四種類別與感知價值之五種類型的連結。研究結果發現個案公司目前採用B2B服務創新的項目之類別皆為調整或修改現有的服務，未來規劃採用B2B服務創新的項目之類別為全新的服務及正在討論，但已存在市場中的服務，B2B服務創新之類別與感知價值之類型的連結發現，在B2B服務創新中以效率價值、卓越（功能）價值及社會價值為主。

In the last decade, the output value of the machinery industry has been stagnated. In contrast of the prime time when the manufacturing industry drove Taiwan''s economy growth, enterprises lately had to maintain their orders by extremely low profit cost-down strategy. Therefore, a concept that accelerates the enhancement of the industry comes to the surface. “service innovation", which emphasizes a complete service experience, acting as a replacement of normal product sales, in order to earn more profit. With the economic development and the boost of international trade, customers can choose more and more diversified products. This makes companies start to contemplate what kinds of new services they can add on to provide customers with more value, and the purpose of conducting service innovation. This study aims to better understand the categories of B2B service innovation context of a small and medium-sized machinery enterprise in central Taiwan, and the links between the four categories of service innovation and the five types of perceived value through two-stage qualitative research methods. We conducted focus group and semi-structured interviews to collect the information of the research. The research consists of understanding the items and categories of B2B service innovation actions taken by the enterprise, and the links between the four categories of service innovation and the five types of perceived value. The results show that the current categories of B2B service innovation implemented by the enterprise are services created by adapting or modifying an existing service, and the future categories of B2B service innovation will be implemented are completely new services and new services for the company in question, but already on the market. For the links between the categories of B2B service innovation and the types of perceived value, efficiency, social and excellent (functional) aspects of value are the dimensions most cited by the managers.

第一章 緒 論 1
第一節 研究背景與動機. 1
第二節 研究目的. 3
第三節 研究對象與範圍. 3
第四節 研究流程. 4
第二章 文獻探討 6
第一節 服務創新類別之相關研究 6
第二節 服務創新感知價值之相關研究 10
第三章 研究方法 19
第一節 研究架構 19
第二節 B2B服務創新之類別 20
第三節 感知價值之類型 21
第四節 兩階段質性研究 23
第四章 個案研究 25
第一節 個案公司的產品與服務簡介 25
第二節 問卷設計 26
第三節 個案公司B2B服務創新之類別 28
第四節 個案公司B2B服務創新之四種類別與感知價值之五種
類型的連結 33
第五章 結論與建議 37
第一節 研究結論 37
第二節 策略意涵 39
第三節 研究建議 40
參考文獻 41
附錄 52

中文部份
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