服務價值群聚之理論初探

DEVELOPMENT OF “SERVICE VALUE CLUSTER” THEORY : AN EXPLORATORY STUDY

謝碧鳳(Pi-feng Hsieh)

指導教授 ： 陳怡之

元智大學/管理學院/管理研究所/博士(2006年)

摘要

有鑑於產業結構趨勢明顯地傾向服務業發展，加上產業群聚的經濟發展模式在近年來普遍受到重視，而在服務業以群聚作為政策發展工具的過程中，經濟體系在市場的全球化、交易時間與距離的改變、經濟的自由化、產業的解構與重組、顧客期望的提昇、與新科技的發展下，「價值」與「網絡關係」的思維模式逐漸受到重視，基於此，本研究在結合「服務理論 (service theory)」、「群聚理論 (cluster theory)」、與「價值網絡理論 (value network theory)」而發展出「服務價值群聚 (service value cluster, SVC)」的觀點後，以嚴謹的文獻探討，架構出觀察服務價值群聚的七大命題，並經台北市信義計畫區的個案研究 (case study) 後，修正為八大命題，分別為：文化要素 (Culture Element)、科技驅動 (Technology Driven)、資源共享 (Resource Sharing)、關係管理 (Relationship Management)、市場回饋 (Market Feedback)、服務創新 (Service Innovation)、企業策略 (Firm Strategy)、與政府政策 (Governmental Policy)。
服務價值群聚為一策略層級的應用型理論，在與Michael Porter的群聚理論對話後，所發展出的管理意涵與政策意涵，使本研究在理論貢獻外，亦提供企業與政府在規劃服務業發展時一個嶄新的思維模式。

關鍵字

服務價值群聚、服務、群聚、價值網絡、個案研究法、台北市信義計畫區

並列摘要

Though the term “service concept” has been used frequently in relative literatures, little has been researched on the analysis level of “industry”. It is a common view that service element has been infiltrated in to every kind of industries. On the process for industries to transfer their task content, “cluster” provides a good way to allow industries to leverage some service element which is out of their original core competence.
The main purpose of this research is to build a theoretical foundation to analysis the characteristics and element of service cluster. Based on the theoretical background of “cluster”, “value network”, and “service”, this research develops a new theoretical concept, Service Value Cluster (SVC), to provide a clear picture of the service cluster’s environment. The study develops seven propositions for the analysis of SVC. After Case Study developed in Hsinyi District of Taipei City, the propositions are revised to eight perspectives, including “Culture Element”, “Technology Driven”, “Resource Sharing”, “Relationship Management”, “Market Feedback”, “Service Innovation”, “Firm Strategy”.
Since the transform of industrial environment; for instance, industry reorganization and business deconstruction has happened as the coming of the service-based economy, the analysis perspective of service value cluster can be helpful to build up the observation model of service cluster.

並列關鍵字

Service value cluster, Service, Value network, Cluster, Case study, Hsinyi District of Taipei City

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