探討共創行動服務的前置因子及其對創新績效之影響

Mobile Service Co-innovation: Antecedents and the Impacts on Innovation Performance

陳怡君(Yi-Chun Chen)

指導教授 ： 陳家祥

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(2011年)

摘要

今天，經濟環境已經從製造業轉向服務業。於2004年，學者Vargo 和Lusch提出服務主導邏輯觀點說明現今行銷領域的轉變已由有形商品交易轉變至以服務為主的交易。此外，廠商使用無線通訊技術提供服務已經成為越來越普遍的情況。而企業需要透過合作，提供行動服務。因此，我們選擇共創行動服務為此研究的核心。
此研究探討共創行動服務的前置因子包含創新導向、技術準備和聯盟管理能力對共創行動服務的影響為何? 而公司提供行動服務是否會影響其創新績效的表現。建立在服務主導上，我們建一個概念模型，並在醫療，金融相關產業，軟體和物流產業等進行實證研究。我們採用問卷調查方法。每一間公司發送到業務部門和資訊部門。由於成對樣本數量太少，總計五十五份。故資料分析主要採用業務部門為主，並比較資訊部門與業務部門的回覆有無差異。結果顯示兩部門並無顯著不同。總體而言，此研究的樣本主要使用四個產業中收到的164份業務部門資料。
研究結果顯示，共創行動服務對促進公司的創新績效表現，有顯著的影響力。此外，這項研究發現前置因子中的聯盟管理能力和資訊科技準備度對共創行動服務具有影響，尤其以聯盟管理能力最為顯著。我們建議，企業可以培養聯盟管理能力，以利其發展行動服務的相關應用。

關鍵字

共創行動服務 ； 服務主導邏輯 ； 可操作性資源

並列摘要

Today, economy environment has been shifted from manufacturing industry to service industry. Executive Yuan, directorate-general of Budget, Accounting and Statistic indicated that the service sector contributed to GDP has increased about 70% and 59% people are engaged in service industry in 2009 in Taiwan. Service dominant logic (SDL) proposed by Vargo and Lusch suggested a shift in marketing field from the exchange of manufacturing good (tangible good) to the exchange of service (intangible, specialized skills and knowledge) in 2004. In addition, telecommunication technology has become increasing common in service. And firms need to cooperate to provide mobile service. Therefore, we choose mobile service co-innovation as the core of this study.
We investigate the antecedent role of innovation orientation, technology readiness ,and alliance management capability on mobile service co-innovation. And then, explore whether a firm that provides mobile service can influence its innovation performance in the different industries. We conducted an empirical research within medical, financial-relating, software and logistic industry. We adopted self-administered questionnaires and sent to two departments including IT department and sales department in each firm. Due to small paired sample sizes, we only compared IT department with sales department to ensure no difference between them. Overall, the study analyzes the data we received from 164 sales department responses in four industries.
The research findings indicated that a firm with the high level of mobile service co-innovation can promote innovation performance in those industries. Furthermore, this study revealed the crucial role to influence mobile service co-innovation, especially in alliance management capability. We suggested that firm can develop alliance management capability to provide mobile service
co-innovation effectively.

並列關鍵字

mobile service ； co-innovation ； service dominant logic ； operant resource

參考文獻

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