本研究主要目的採用「服務創新」觀點來建構眼鏡零售業服務創新驅動關鍵要素;首先,本研究以眼鏡零售業、服務、創新以及服務創新等相關文獻為理論基礎,其目的係建構眼鏡零售業服務創新驅動關鍵要素之層級結構,共計5個主要構面以及15個次要構面;其次,本研究選擇12位實務專家,並透過層級分析法計算眼鏡零售業服務創新驅動關鍵要素層級結構中主要與次要構面的重要性與優先次序。 最後,茲將本研究結果整理與歸納如下所示: 一、 在眼鏡零售業服務創新驅動關鍵因素之主要構面中,「服務產品缺失」相較於「服務人員缺失」、「服務傳遞缺失」、「服務場所缺失」與「顧客間接抱怨」較為關鍵。 二、 在眼鏡零售業服務創新驅動關鍵因素之次要構面中,「服務傳遞缺失」以「對顧客交辦事項的執行力」最具關鍵。 三、 在眼鏡零售業服務創新驅動關鍵因素之次要構面中,「服務產品缺失」以「服務內容多樣化」最具關鍵。 四、 在眼鏡零售業服務創新驅動關鍵因素之次要構面中,「服務場所缺失」以「服務設施外觀」最具關鍵。 五、 在眼鏡零售業服務創新驅動關鍵因素之次要構面中,「服務人員缺失」以「服務熱忱」最具關鍵。 六、 在眼鏡零售業服務創新驅動關鍵因素之次要構面中,「顧客間接抱怨」以「顧客立場」最具關鍵。
The main purpose of this study applied service innovation viewpoint to construct the driving factors of service innovation in glass retail industry. First of all, this study used literature reviews (include glass retail industry, service, innovation, and service innovation) to extract five main dimensions and fifteen sub-dimensions for AHP hierarchical framework. Secondly, this study selected fourteen experienced professionals and applies analytic hierarchy process (AHP) to compare the important and priority order for main dimensions and sub-dimensions. Finally, the results of this study were as following: 1. Viewing all the dimensions of driving factor from service innovation hierarchical framework in glass retail industry, the most significant dimension was “service product failure” followed by “service provider failure”, “service delivery failure’, “service environment failure’, and “consumer direct complaint”. 2. Viewing all the sub-dimensions of driving factor from service innovation hierarchical framework in glass retail industry, the most significant dimension in “service delivery failure” was “execution ability of awaiting events”. 3. Viewing all the sub-dimensions of driving factor from service innovation hierarchical framework in glass retail industry, the most significant dimension in “service product failure” was “diverse service contexts”. 4. Viewing all the sub-dimensions of driving factor from service innovation hierarchical framework in glass retail industry, the most significant dimension in “service environment failure” was “service facilities’ appearance”. 5. Viewing all the sub-dimensions of driving factor from service innovation hierarchical framework in glass retail industry, the most significant dimension in “service provider failure” was “service enthusiasm”. 6. Viewing all the sub-dimensions of driving factor from service innovation hierarchical framework in glass retail industry, the most significant dimension in “consumer direct complaint” was “customers’ standpoint”.