物流服務業導入創新服務對營運績效之影響

THE IMPACT OF INNOVATIVE SERVICE IMPLEMENTATION ON BUSINESS PERFORMANCE IN LOGISTICS INDUSTRY

王盈超(Ying-Chao Wang)

指導教授 ： 湯玲郎

元智大學/管理學院/企業管理學系/碩士(2006年)

https://doi.org/10.6838/YZU.2006.00088

摘要

隨著全球化競爭的日益高漲，企業必須專注於自身的核心競爭力(core competence)，並發展出競爭者無法輕易取代的能力，否則在自由競爭的過程中，很容易就會被淘汰。Prahalad & Hamel(1990)則認為核心競爭力是組織內多種技術的整合、不是實體的資產，而是一種可以「創造顧客核心價值」、「與競爭者差異性」、「進入新市場」的能力。核心競爭力是與競爭者有所差異且優於競爭者的能力，也是進入新市場的契機。因此，企業逐漸傾向將不屬於自身的核心競爭力外包(outsourcing)，運用有限的資源傾全心發展本業。物流服務業的興起，不僅增進了其他產業的營運效率，也大幅減低了非專業或非本業所引發的成本效應。而物流(logistics)管理更是影響企業甚至供應鏈體系成敗的關鍵因素，因為它所涵蓋的範疇有配送、儲存、營運、輸出配送、行銷與銷售、售後服務等主要活動，其中仍包括接單及訂單履行(order fulfillment)等次要活動。
物流產業在商業環境中愈趨重要，相對地，在物流產業的競爭也愈趨激烈。物流業者思考如何將低成本、提升效率以及服務品質之餘，「創新」也是一個企業是否能永續經營的最大推手。本研究旨在探討物流服務業導入創新服務對營運績效之影響，本研究首先參考國內、外學者提出關於物流服務業、營運模式、創新服務與創新績效等的相關文獻，推導出本研究的研究架構以及設計出個案訪談的問卷題目。並藉由物流服務業個案公司深入訪談的方式，針對國內物流產業內不同屬性的個案公司，做深入的了解與剖析。
經研究分析後，發現物流服務業導入創新服務對於該企業營運效益的提升，確實有實質上效益的佐證。此外，本研究也由個案研究中發展出物流服務業導入創新服務的五項命題，以及欲提升國內物流產業的競爭力，則必須著重於「導入創新服務應具有的思維」與「導入創新服務的可行方案與類型」兩項重點項目的結論。

關鍵字

物流服務業；創新服務；營運模式；營運績效

並列摘要

The global competition is growing in logistics industry. Companies have to focus on their core competence that it not easier to be replaced. Otherwise, companies will lose the game. A company's core competence is things that a firm can do well and that meet the following three conditions specified by Hamel and Prahalad (1990). 1. It provides customer benefits, 2. It is hard for competitors to imitate, and 3. It can be leveraged widely too many products and market. Outsourcing is often defined as the delegation of non-core operations or jobs from internal production within a business to an external entity (such as a subcontractor) that specializes in that operation. Outsourcing is a business decision that is often made to lower costs or focus on competencies. Today, many companies outsource their transportation and logistics activities to logistics service providers. When the competition grows up in business, logistics industry is more and more important. Innovative service means more than just the industry’s leading, it means value-added services customers really want.
In our research, we have found some evidences that innovative service implementation on business performance in logistics industry have positive effects. We also have found three propositions and five types of innovative services about impacts of innovative service in logistics industry. If logistics providers want to enhance their competition abilities, in our research, companies must have “thinking of innovative service implementation” and “ideas of innovative service types what they can provide to their customer.”

並列關鍵字

Logistics industry； innovative service；business model；business performance

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