- 學位論文
服務創新與組織績效之關連性研究－社會互動觀點
Service Innovation, Social Interaction and Organizational Performance
摘要
在現今經濟體系之中，「服務」的概念與發展越趨廣泛成熟，其已跨越傳統的產業界線，各企業無不試圖提供具價值性的服務給予顧客，以藉此提昇競爭力，因此「服務」實扮演著舉足輕重的角色。然而直到九０年代服務創新領域的研究始快速發展，其間也充斥著各種不同的理論與觀點。此外過去有為數不少的研究認為，服務提供者與顧客之間的互動，在組織進行服務創新的過程中是一項重要的影響因素，互動內涵的質與量與服務創新的成效，兩者之間的關係密不可分。 本研究的主要目的在於，從社會互動的觀點出發，來審視服務創新對於組織績效的影響。採用實證研究方法，透過問卷的設計與發放進行資料蒐集，以2009年中華徵信所發行之「台灣地區五千大企業」為母體進行分層抽樣，收回共113份有效問卷，並使用階層迴歸的方法進行社會互動之中介效果的分析。 研究結果顯示，服務創新與社會互動之間確是存在正向關連性，而社會互動對組織績效也有正向效果。此外，社會互動在服務創新與組織績效兩者之間則是扮演著中介作用的角色。即服務創新對於組織績效的正向影響是透過社會互動之中介效果的發揮而達成。此研究點出組織與顧客互動的價值性與重要度，對於實務界經理人在進行服務創新活動時，可給予一個指引與提醒；在學術上則補足了過去相關文獻中所缺乏從社會互動觀點出發探討服務創新之實證性研究，並提供對此議題的另一種思考方向。
並列摘要
Services are of growing importance and play a key role in developed economies. Moreover, Services are being undertaken, and are equally crucial in all sectors, making the economy become more and more service-oriented. Only by providing distinctive and value-added services to customers will firms gain long-term competitive advantages. However, services have received relatively little attention from scholars of innovation until the early 1990’s and still in its infancy, there exist different approaches in service innovation field. Besides, owning to the characteristics of service, interaction with customer is a vital factor for service delivering and service innovation activity. Therefore, the main purpose of this study is to examine the effects of service innovation on organizational performance from social interaction perspective. Employing a questionnaire approach to collect data, regression analysis was used to test the hypotheses in a sample of 113 companies, which is drawn from Top 5000 Taiwanese firms listed in the year book published by the China Credit Information Service Incorporation in 2009. The results indicate that service innovation is positively related to social interaction, which in turn, has a positive effect on organizational performance. Also, our results support process-oriented view and provide evidences that social interaction plays a mediating role between service innovation and organizational performance. The empirical evidences of this study fill the gap in the literature that is lack of empirical examination of the role of social interaction in service innovation context. Managerial implication and future research directions are also discussed.