近年來,文化創意產業已經被視為是最具潛力產業。許多學者開始將文化創意產業視為一個重要的領域並加以研究。然而,文化創意產業雖已經為具有活動力的產業,但對於文化創意產業的相關文獻並不多,而有關此產業經營手法的研究更是相當少。而文化創意產業活動若是要能長久,並且達到一定收益且自體運作的話,建構一套長遠的營運管理模式則為必要之務。因此,本研究為使得文化創意產業能夠執行完整的營運管理,予以建構一套服務營運管理模組。並利用文獻分析方法探討內部項目,歸納分析近年文化創意產業相關文獻探討之議題。 最後,研究結果給予建構一套服務營運管理模組,整個模組分成顧客與供應商關係模組、服務系統建構模組、服務系統營運與績效模組、策略變革管理模組、相關工具與技術模組五個模組。建構一套文化創意產業服務營運管理模組,希望文化創意產業在執行上可以更完整,提供給文化創意產業之業者在服務營運管理上,可應用性與有效性之重要參考範本。並提出我國在文化創意產業上發展困難以及後續研究方向與建議,致學者參考。
The importance and potential of Cultural and Creative Industries have been attracted attention in these years. In order to sustain the Cultural and Creative Industries and further achieve their self-operations, important factors are going to be constructed in this research. A structure of service operations management, which combines both editions of “Service Operations Management, Improving Service Delivery” (Robert Johnston & Graham Clark, 2008) and “Service Management and Operations” (Cengiz Haksever et al., 2000), is proposed to the field of cultural and creative industries for their operations management. By the method of literatures review, there are totally five service operations management modules, including (1) customer and supplier relationship; (2) building the service system; (3) operating the service system & performance management; (4) managing strategic change; and (5) tools and techniques for managing service operations. The modules are expected to provide applicability and effectives of service operations management for the cultural and creative industries in the future. Moreover, difficulties of development on Cultural and Creative Industries and recommendations for future research are also proposed in this thesis.