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  • 學位論文

服務創新衡量之研究─以高雄市、縣地政士業為例

A Study of Measurement on Service Innovation─Take Kaohsiung Land Administration Private as An Example

指導教授 : 林傑毓
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摘要


服務創新對服務業而言不是一個新的名詞,但確是一門新的學問。服務業是現代國家整體GDP最大的貢獻者,所以先進國家無一不重視其國內服務業的發展。然「服務」是一種無形的商品,就像有形的產品一般,必須不段的創新才不會被市場淘汰,而如何運用「服務創新」來尋求一個真正能打動人心的服務,並藉該服務維繫企業最重要的資產─顧客,是攸關服務業生死存亡的重要課題。  服務創新為當前服務業必須急於投入的一門管理顯學,以服務為導向的地政士業更是如此,但針對地政士業的研究迄今無人涉獵,更惶論與地政士業生存發展息息相關的服務創新領域。國、內外對服務創新的研究正方興未艾的展開,但就其內涵的詮釋與研究的內容皆大相逕庭,且至今尚未有一致的結論。有鑑於此,本研究在量表發展階段,運用了研究生從業經驗、文獻探討、探索性因素分析等方法。在衡量模式建構階段,則提供多元指標,並運用驗證性因素分析、信效度分析、AHP(Analytic hierarchy process, AHP)計算出各構面的權重值,並提供了一套嚴謹的計算方式。綜上可知,本研究運用了量化與質性的研究方法。研究結果顯示,台灣地政士業服務創新以「服務流程之新穎度」構面中的「態度與文化」最為重要;「服務調整」構面中以「服務調整之考量」最為重要;「服務對消費者的新穎度」構面中以「創新幅度與顧客感受」最為重要;「服務對事務所的新穎度」構面中則以「評估與考量」最為重要。

並列摘要


As for service industry, “Service Innovation” is not only a new noun, but also a new knowledge. Service industry makes the most contribution to the whole GDP of a modern country, hence, those advanced countries put great emphasis on the development of domestic service industry. Service is a shapeless goods, however, just like the visible products, needs to be innovate constantly to meet the market. Therefore, the method of using “Service Innovation” to find a way of touching the heart of the people, and to keep the most valued resource-Customers, is an important subject about service industry’s living period.  “Service Innovation” is the first management subject that service industry must take, especially for service oriented “Land administration private.” Nevertheless, the research towards this professional field haven’t be found yet, let alone the newly industry field which are closely associated with the development of land administration private. Now, international researches as well as domestic ones are beginning to commence, but we can hardly find certain similarities between the contents and logic rules from both researches. In addition, there are no consistent conclusions which have been reached. Due to this, we use working experiences, references consulting, as well as exploring factor-analysis during the period of inventory. Within evaluation and establishment pattern period, we combine multi-index, testing factor-analysis, Cronbach’s algha, AHP( Analytic Hierarchy Process) to calculate the value weight of all aspects, besides, we provide a set of strict calculation pattern. From the above, the research is involved with quantification and value. The research shows that “Attitude and Culture” from “Creative Aspect” of “Service Procedure” is magnificent; the same with “Consideration of Service Adjustment” from “Service Adjustment”, “Innovation Extent and Customers’ Reception” from “Service’s Creative Aspect towards Consumers”, “Evaluation and Consideration” from “Service’s Creative Aspect towards Business Office.”

參考文獻


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