臺灣博碩士論文加值系統

產業經過競爭激烈且邁向產品多功能整合導向後，跨產業的服務活動成長成為當今趨勢，服務體系的快速成長更在現代經濟價值創造中佔了很大一部份，使得業者服務創新（Service Innovation）活動更受到重視。由於商用軟體公司的發展往往面臨高度的不確定性，且較其他產業具不同特性，使得軟體公司具有既快且高的獲利機會，也同時造成快速的產業變化。因此以質化研究方式，針對商用軟體業者如何因應多元服務需求的環境變化提供服務創新，首先探討服務創新、服務創新模式與服務創新模式構面等文獻理論，再歸納並提出服務、流程、定位、服務創新與典範等五大構面的概念化研究架構；接著經由訪談三家個案公司，進行跨個案比較分析，並對研究雛形與假設作適當的修正，以作為研究模式的最後驗證與確認。經由個案分析後，發現商用軟體業的服務創新有三種類型，包括服務的延伸、彈性的應變能力與價值鏈活動的模式；並從個案研究中，發展出商用軟體業導入服務創新的四項命題。當企業提供強化價值服務模式給顧客，導入服務創新有利於同業競爭差異化，且服務創新可做為新事業的發展。

The rapid growth of service system development has significant impact on value creation in the modern economy, enabling industries’ innovative activities to be taken into consideration critically. Since the developments of software industry often encounters high-level of uncertainty, the related software company may gain faster and high-profit opportunities in terms of industry characteristics which lead to rapid industry change. This paper uses qualitative research methodology to examine how the software industry provides service innovation in response to dynamic changes of the business environment. First, this study explores related literatures of service innovation, service innovation model and the related dimensions of service innovation. Moreover, this work also proposes a conceptual framework examining five major dimensions including service provision, service process, value and the position, service innovation and paradigm possibility. In comparison of multiple-case studies and in-depth interview, the result shows that three major dimensions of service innovation may include the service provision extension, flexible quick response ability and combined model with value chain activities. The results of this research develop four propositions of service innovation for software industry. That is, when an enterprise provides an enhanced value-added service model for customers, it imports service innovation which leads to intra-industry differentiation and gain competitive advantage in entering new business development.

中文摘要 i
英文摘要 ii
誌謝 iii
目錄 iv
表目錄 vi
圖目錄 vii
壹、 緒論 1
第一節 研究動機 1
第二節 研究目的 2
第三節 研究範圍與對象 2
第四節 研究章節與流程 3
貳、 文獻探討 4
第一節 服務創新 4
第二節 服務創新模式 7
第三節 服務創新模式構面 14
參、 研究方法 24
第一節 概念化研究架構與假設命題 24
第二節 研究方法 28
第三節 個案選擇原則 29
第四節 資料蒐集 29
第五節 資料分析 30
第六節 受訪者規劃 30
肆、 個案分析 31
第一節 商用軟體業分析 31
第二節 服務構面比較 38
第三節 定位構面比較 41
第四節 流程構面比較 45
第五節 服務創新構面與典範構面比較 50
第六節 商用軟體業服務創新的命題修正 55
伍、 結論與建議 58
第一節 結論 58
第二節 研究限制 60
第三節 後續研究建議 61
參考文獻 62
附錄 69
附錄一：2009年資策會（MIC）資訊軟體產業範圍 69
附錄二：個案訪談問題項目 70
附錄三：個案X公司訪談紀錄 71
附錄四：個案Y公司訪談紀錄 79
附錄五：個案Z公司訪談紀錄 85

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