物流服務業者導入服務創新模式之研究

Logistics Service Providers Introduce Service Innovation Model

梁尹薰(Yin-Hsun Liang)

指導教授 ： 湯玲郎

元智大學/管理學院/經營管理碩士班(企業管理與服務科學學程)/碩士(2012年)

摘要

物流有助於增進其他產業營運效率，也大幅降低非專業與非本業所引發之成本，其是影響企業甚至供應鏈體系成敗之關鍵因素。在2009年台灣已將「物流服務」列為十大重點服務業發展項目。有鑑於此，物流服務業者在商業環境中日趨重要。然而隨著全球化競爭激烈、環境變動快速、業態與業種不斷突破以及消費者需求多元化等趨勢下，物流服務業者思考如何降低成本之餘，「創新」是突破傳統物流模式、提升產業競爭力，進一步使企業永續經營發展之重要引擎。
本研究旨在探討物流服務業者導入服務創新之模式以及其對於營運模式之影響。首先參考國內外學者提出服務創新、網絡關係、知識管理、科技以及企業營運模式相關文獻，推導出本研究之研究架構以及設計出個案訪談問卷題目，進一步深入訪談國內物流業之標竿企業，並且藉由次級資料的輔助，進行深入了解與剖析國內物流服務業者發展服務創新之現況。
經研究分析後，發現物流服務業者導入服務創新對於該企業營運效益的提升，確實有實質效益上之佐證；此外，本研究也藉由個案研究中發展出物流服務業者導入服務創新之六項命題，以及提出物流服務業者發展服務創新過程中必須著重於關鍵因素的結合與應用-網絡關係、知識以及科技三者，進一步發展出國內物流業者導入服務創新之模式。

關鍵字

物流服務業 ； 服務創新 ； 網絡關係 ； 知識管理 ； 科技 ； 營運模式

並列摘要

Logistics help not only other industries enhance the efficiency of operation, but also reduce the cost from non-professional and non-industry. Besides, it is the key factor whether company and even supplies chain system succeeds or not. In 2009, Logistics Service has been listed in ten most important development items in Taiwan. According to this, logistics service providers are getting more important in the business environment. Due to the fiercer competitiveness in global, the rapider changes of business type, and the more diversified demands from customer demands, innovation has become the core to break through traditional logistics service model, to promote competition ability of industrial and to make sustainable management of enterprises.
In this research, effect of service innovation introduced by logistics service providers on business model was investigated. Firstly, the literature about service innovation, network, knowledge management, technology and operation model of business were referred to design the framework of research and interview questionnaire which were used to interview domestic logistics industries thoroughly. By the assisting of secondary data, the status of service innovation developed by logistics service providers was analyzed and comprehended.
By results of this research, it has been proved that logistics service innovation has positive impact on business model. In addition, by our research, six propositions had been proposed. Moreover, combining and applying of three factors which were network, knowledge management and technology had been proved to be important to focus on during logistics service providers developing service innovation. Service innovation model of the domestic logistics service had been further developed.

並列關鍵字

Knowledge Management ； Technology ； Business Model ； Logistics Service ； Service Innovation ； Network

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