臺灣博碩士論文加值系統

創新被視為是組織生存的血液，對於製造業及服務業都非常的重要，企業唯有不斷的創新，才能夠去適應多變的環境。過去有關創新研究，大部份在探討製造業的創新對其公司績效的影響，較少針對服務業的特性去做實證性的研究。本研究針對服務業的本質去尋找較區別性的變數，最後以新的服務概念、服務傳遞系統以及新的客戶介面來當作是服務業創新的三個構面，並認為服務創新裡顧客知識對於服務業創新的績效可能有一定的影響效果。
本研究針對台灣金融服務業（包含銀行業、壽險業、證券業）進行實證，問卷發放的對象多為公司對外發言人，最後發放347份問卷，回收有效問卷92份。同時運用因素分析及階層迴歸來進行分析，並以員工人數及公司成立的年資來做為控制變項，新的服務概念、新的服務傳遞系統、新的客戶介面為自變項，純益率及營收成長率為依變項，顧客知識做為干擾變項。
研究結果發現，新的服務概念、新的服務傳遞系統及新的客戶介面的推行對於公司經營績效有正向的影響，而顧客知識對於服務創新對績效有部份的干擾效果。

Innovation is regarded as the bloods for organization’s survival, both important in manufacturing and services industry. The company needs to continuely innovate, that helps them adapt to the varied environment. Most of the past innovation are discussed with the manufacturing’s innovation and how its effect a firm’s firm’s performance. Few of studies focus on empirical research. This study aims at the natures of the services to find the distinction variables and use them to do am empirical study. At last, we use the new service concept, service delivery system and client interface. Three variables as the service innovation’s constructs. And we infer the customer knowledge as an important factor which will influence the service innovation’s performance.
This study focuses on the Taiwan banking and insurance industry. We use questionnaire survey procedures and we mail out 347 questionnaires and collect 92 effective questionnaires with 28.82% response rate. We adopt many quantitative methods, including factor analysis, regression analysis to test the hypothses. The control variables are employee numbers and firm ages. The new service concept, new services delivery systems and new client interface are independent variables. The net profit margin rate and sales growth rate are our dependent variables and the customer knowledge as the moderator.
The important result is the new service concept, new delivery system and new client interface all have positive impacts on company’s business performance, and customer knowledge have partial impact on the relationship between new service concept.

摘 要 i
誌 謝 iii
目 錄 iv
表目錄 v
圖目錄 vi
第一章 諸論 01
第一節 研究背景 01
第二節 研究動機及目的 02
第三節 研究問題 03
第四節 研究對象及限制 04
第五節 研究流程 06
第二章 文獻探討 07
第一節 創新理論 08
第二節 服務業創新 11
第三節 服務業創新架構 22
第四節 顧客知識、公司績效 33
第三章 研究設計 38
第一節 研究架構 38
第二節 金融服務業產業分析 40
第三節 研究假說 43
第四節 變數定義及衡量工具 49
第五節 問卷設計及抽樣方法 55
第六節 資料分析方法 57
第四章 實證分析 59
第一節 樣本特性分析 59
第二節 信效度分析與因素分析 62
第三節 相關分析 65
第四節 假設驗證 68
第五章 結論及建議 80
第一節 研究結果 80
第二節 理論意涵 83
第三節 管理意涵 84
第四節 研究限制 86
第五節 後續研究建議 87
參考文獻 88
附　錄 96

一、中文部份
吳萬益，企業研究方法，2006，台北: 華泰書局。
黃營衫、汪志堅編譯，研究方法，2002，台北：華泰書局。
台灣經濟研究院產經資料庫，2009.04.30，企業資料庫，金融保險業。
http://tie.tier.org.tw/tie/index.jsp
中華徵信資料庫網站，2009.04.30，TOP500服務業。
http://www.credit.com.tw
行政院主計處，95工商及服務業查詢系統。
http://ebas1.ebas.gov.tw/icsweb/main.asp

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