隨著全球化競爭趨勢,國內製造業者紛紛外移,自1970年代以來,服務業一直占我國產業結構58%以上的比重,目前比重更高達70%以上由於服務業的生產與規模日益成長,以及在先進國家之相關比重皆超出製造業,因而發展其創新活動對於國家經濟成長而言之重要性亦日趨提昇。 目前國內外對於服務創新的研究雖已漸有累積,但針對各不同性質服務業探討創新及績效關聯影響之差異者卻付之闕如。鑑於此,本研究將探究台灣各服務業之創新與績效之間的關係,本研究先以灰關聯分析方法評選出創新服務其主要關鍵因子之排序,以建構台灣各服務業服務創新與績效之關聯影響,再以層級分析法 (AHP) 所排序之台灣整體服務業關鍵成功因子前五名分別為「服務品質」、「顧客關係管理」、「客製化服務」、「專業知識」及「行銷能力」為最重要。 由於服務業均是與顧客密集接觸之行業,理論上其創新績效衡量關鍵成功因子應大致相同,之所以產生以上差異,可能在於飯店餐飲服務業、零售批發服務業及金融銀行服務業各家業者所提供之創新服務較為接近,為維繫客戶留駐率,故均以顧客滿意度為最重要因素。最後,本研究再比較各類服務業其創新服務之關鍵影響之差異性,以期提供後續研究者及各類服務業者於未來在其服務創新相關政策上擬定與參考。
Along with the tendency of global competition, abundance of the domestic manufacturing moves abroad. Since 1970, the service industry continuously has maintained the ratio above 58 percent at industrial structure. Nowadays, the ratio comes up to over 70 percent. Because of the output and scale have grown gradually in the service industry and among developed countries, the ratio of service industry is higher than manufacturing. For a national economy, to develop innovated activities is more and more important. Though, more and more researches accumulated nowadays, there existed very few researches to probe into the difference on the performance and associated factors of service innovation among service industries with different characters. Base on this, this study will make a thorough inquiry between the performance and associated factors of service innovation on the service industries in Taiwan. This research applies 「Grey Relational Analysis」to estimate the order of crucial factors of service innovation, and then constructs the interrelationship between the performance and associated factors of service innovation on the service industries in Taiwan. The order, which is analyzed by AHP, of the top five crucial factors in the Taiwan service industry are 「Service Quality」 、「Customer Relationship Management」、「Customization」、「Expertise」、「Marketing capability」. The service industry is a kind of a profession that interacts with clients frequently. Theoretically, the crucial factor of innovation measurement should be roughly the same. The differences may come from the similar service innovation, which is the most important element, the custom satisfaction, to keep the loyalty, among the catering services, the retail and wholesale services and the financial banking services. In the end, this research compares with the difference of the critical factors of service innovation on the service industry. This research would be the reference to following researcher to draw up the future correlation policy in the service industry.