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研究生:穆莫德
研究生(外文):Muhammad Farid
論文名稱:汽車服務產業的創新模式之發展
論文名稱(外文):Development of Service Innovation Model for the Automobile Service Industry
指導教授:戴貞德戴貞德引用關係王嘉男王嘉男引用關係
指導教授(外文):Jen-Der DayChia-Nan Wang
口試委員:陳俊益黃上晏蘇明鴻楊富強戴貞德王嘉男
口試委員(外文):Chun-I ChenShang-Yan HuangMing-Hung ShuFu-Chiang YangJen-Der DayChia-Nan Wang
口試日期:2019-06-26
學位類別:博士
校院名稱:國立高雄科技大學
系所名稱:工業工程與管理系
學門:工程學門
學類:工業工程學類
論文種類:學術論文
論文出版年:2019
畢業學年度:107
語文別:英文
論文頁數:74
中文關鍵詞:服務 的創
外文關鍵詞:Service Innovation
ORCID或ResearchGate:orcid.org/0000-0001-9848-3642
IG URL:adhe_farid
Facebook:https://www.facebook.com/muhammadfarid.unm
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本研究的主要目的是為汽車服務業開發服務創新模型。本研究開始進行文獻綜述,以確定相關的服務創新模型。本研究的目的是對服務行業服務創新模型的文獻進行回顧和分析。在一定程度上,我們分析了服務創新概念,基本模型,模型維度,研究方法和行業樣本的研究。使用系統文獻綜述(SLR)方法,我們在2011-2016期間審查了1188篇論文的出版物,然後我們確定了7個主要研究。從我們分析的六個點,說明基本模型成為創建概念模型的參考。除了使用先前從服務創新模型衍生的參考文獻之外,還基於與創新概念相關的理論公式構建。另一方面,它提供了開發模型的信息可以源自其他理論。此外,考慮到每個行業的特點,基於所提供的創新類型,準確衡量服務創新,成為研究樣本的行業需要成為一個關注點。文獻研究的結果,然後成為編制發展服務創新模型概念的一種選擇。第二部分利用結構方程模型開發服務創新模型。概念模型採用den Hertog(2000)和Thakur和Hale(2013)的組合模型。還使用Farid和Wiratmadja(2011)模型根據汽車工業特點開發顯變量。有關行業對服務創新的看法的數據來自台灣高雄的調查問卷。樣本來自61個授權汽車服務中心,85名受訪者參與回答調查問卷。結果表明,客戶需求,競爭和基於知識的網絡作為推動因素與服務創新正相關。此外,新的服務理念,新的客戶界面,新的服務提供系統和新的技術選擇與服務創新正相關。最後,服務創新對公司業績有顯著的積極影響。本研究開發了一種有效的汽車服務業服務創新模式。
The main aim of this study is to develop a service innovation model for the automobile service industry. This study begins conducted a literature review to identify relevant service innovation model. The aim of this study is to provide a review and an analysis of the literature regarding service innovation models for service industries. In certain, we analyzed study about concept of service innovation, basic model, dimension of model, research method, and industries sample. Using a Systematic Literature Review (SLR) method, we have reviewed publication from a population of 1188 papers during 2011-2016 periods, and then we identified 7 primary studies. From the six points we analyzed, illustrates that basic model that became the references to create conceptual model. In addition to using references derived from service innovation model previously, also built based on theoretical formulations relevant to the concept of innovation. The other side, it gives information that develop a model can be sourced from other theories. Furthermore, the industry that became sample of research needs to be a concern given the characteristics of each industries based on the type of innovation offered in order to accurately measure the service innovation. The result of the literature study, then became an option to compile develop the conceptual of service innovation model. The second develop a service innovation model using structural equation model. The conceptual model adopted with a combination model of den Hertog (2000) and Thakur and Hale (2013). Also using model of Farid and Wiratmadja (2011) to develop manifest variable according automobile industry characteristic. Data about the industry’s perception of service innovation are collected from questionnaires in Kaohsiung, Taiwan. Samples were collected from 61 authorized automobile service centers and 85 respondents to participate answer the questionnaire. The results indicate that customer demand, competition, and a knowledge-based network as enabler’s factors are positively correlated to service innovation. Furthermore, a new service concept, new client interface, new service delivery system, and new technology options are positively related to service innovation. Finally, service innovation has a significant positive effect on firm’s performance. This study developed an effective service innovation model of the automobile service industry.
ABSTRACT iiiv
PREFACE v
LIST OF FIGURES ix
LIST OF TABLES x
CHAPTER 1: INTRODUCTION 1
1.1 Background 1
1.2 Objectives 5
1.3 Dissertation Structure 6
CHAPTER 2: LITERATURE REVIEW 7
2.1 Automobile Industry 7
2.2 Service Innovation 9
2.3 Type of Service Innovation 10
2.4 Service Innovation Model 12
2.4.1 Hertog’s Model 12
2.4.2 Thakur and Hale’s Model 13
2.5 Service Quality Model 14
2.6 Model Development Strategy 14
2.7 Structural Equation Model 15
2.7.1 SEM Procedures 16
2.7.2 Confirmatory factor analysis 19
2.7.3 Path Analysis Model 19
2.7.4 Computer Program 20
2.8 R Language 20
CHAPTER 3: METHODOLOGY 21
3.1 Preparation Phase 22
3.1.1 Literature review 22
3.1.2 State of The Art 24
Den Hertog's model (2000) 25
3.2 Model Conceptualization 28
3.2.1 Initial Study 28
3.2.2 Basic Model 28
3.2.3 Development of Model 29
3.2.4 Latent Variables 29
3.2.5 Manifest Variable 33
3.3 Conceptual Model 34
3.4 Structural Model 38
3.5 Measurement Model 41
3.6 Data Collection and Processing 42
3.6.1 Population 42
3.6.2 Sample 43
3.6.3 Preparation of Questionnaires 44
3.6.4 Data Collection 44
3.6.5 Data Processing 45
3.7 Discussion Analysis 45
3.8 Conclusion 45
CHAPTER 4: RESULT 46
4.1 Sample Description 46
4.2 Data Validation 48
4.3 Testing Model Fit 50
4.4 Model Modification 51
4.4.1 The First Modification 51
4.4.2 The Second Modification 52
4.5 Path Analysis and Hypothesis Testing 53
4.6 Discussion 55
CHAPTER 5: CONCLUSION 57
REFERENCES 59
APPENDIX 65
A.1 Permission Letter 67
A.2 Permission Letter (Mandarin Version) 68
A.3 Questionnaire (Mandarin Version) 69
A.4 List of Authorized Automobile Service Center 74
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