服務創新管理關鍵成功因素之研究-以岡山區農會為例

Critical Success Factors in Service Innovation Management - Taking Gangshan Farmers' Association as an Example

黃泰儒(Tai-Ju Huang)

指導教授 ： 謝介仁

長榮大學/管理學院/高階管理碩士在職專班(EMBA)/碩士(2013年)

https://doi.org/10.6833/CJCU.2013.00010

摘要

摘 要
1980年代以來，世界各國歷經全球化與知識經濟潮流的洗禮，在此之下，「創新」無論對於政府組織或私人企業而言，皆已成為提升其服務績效與延續組織生存的重要基礎。然而，本研究在檢閱相關文獻後發現，過去關於服務創新管理議題的研究，多以企業為主體；儘管近年來學界漸有少數研究探討行政機關之服務創新管理，但多僅針對單一創新案例作深入探討。
本研究採用層級分析法（AHP）評價服務創新管理的關鍵成功因素。層級分析法（AHP）是用於確定各評價因素的水準。第一階層是服務創新管理關鍵成功因素，在第二階層有四個評價構面和第三階層的十三個評價標準。
可以看出，在第二階層的四個評價構面裡，參與創新的成員其權重達到39.1%，而組織制度28.3%，競爭分析17.6%與週邊的環境15.0%相差不大。基於第二階層，研究產生的13個評價標準為第三階層。其中第三層評估要素之重要性程度排序，即(一)專案服務創新主管的溝通能力15.37% (二)與顧客互動13.46% (三)顧客意見回饋的管道12.72% (四)市場分析10.69% (五)專案服務創新部門主管能制定優先順序9.02%。

關鍵字：服務創新管理、關鍵成功因素、層級分析法

關鍵字

服務創新管理 ； 關鍵成功因素 ； 層級分析法

並列摘要

Abstract
Since the 1980s, the world experienced the trend of globalization and the knowledge economy baptism, under "innovation" "Innovation" for government organizations or private enterprises have switched to enhance performance and extend its services an important foundation for organizational survival. However, this study found after reviewing the relevant literature on service innovation management issues in the past, many enterprises as the mainstay; academia in recent years are beginning to have a small number of study administrative organs of the service innovation management, but it is only for a single innovation of cases study.
In this study, the critical success factors of the Analytic Hierarchy Process (AHP) evaluation service innovation management. Analytic Hierarchy Process (AHP) is used to determine the level of the evaluation factors. First class service innovation management is the key success factors, the second class have four assessment dimensions and the third class of thirteen evaluation criteria
The results, in the second class of four evaluation dimensions, the participating members of its weight innovation reached 39.1%, 28.3% of the organizational system ,there are not difference for 17.6% in competitive analysis and 15.0% in the surrounding environment. Study produced 13 evaluation criteria for the third class. The second class produced 13 evaluation criteria for the third class, namely (1) Head of Project Services Innovation is for the communication15.37% (2) Interaction with customers 13.46% 13.46% (3) customer feedback pipeline 12.72% (4) Marketing Analysis 10.69% (5) the head of service innovation department developed priorityn 9.02%.
Keywords: service innovation management, critical success factors, level of analysis

並列關鍵字

service innovation management ； critical success factors ； level of analysis

參考文獻

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