透過您的圖書館登入
IP:44.223.5.218
  • 學位論文

建構服務創新衡量模式之研究-以台灣國際觀光旅館業為例

Constructing Service Innovation Measurement Model-Take Taiwan's International Tourist Hotel as example

指導教授 : 莊立民 博士 劉春初 博士

摘要


隨著經濟投資環境的急劇轉變,服務業在經濟體系內不僅成長快速,在幾個先進國家中的重要性與角色更是取代了工業。在全球化競爭的時代,服務創新(Service Innovation)逐漸成為服務業的一門新顯學。隨著產業結構的快速變遷,勞力密集的國際觀光旅館業隸屬服務業的一環,營運成敗除了受外在環境的景氣影響外,著實受其『服務創新』之影響甚鉅。 服務創新為當前服務業急於涉入的一個新興領域,特別是以服務為導向的國際觀光旅館業,但服務創新應用在旅館業之研究,此新興議題仍付之闕如。對於服務創新的研究其內容與方向常有很大的差異,國、內外的研究成果雖然漸有累積,然而在服務創新內涵的詮釋與釐清上仍嫌不足,許多研究探索服務與創新之間的績效關係,雖有許多實證研究進行探討,卻未得到一致的結論。植基於此,本研究在發展量表階段,運用了文獻探討、專家訪談、內容分析法、三角測量法等方法。在建構衡量模式階段,提供多元指標,並運用驗證性因素分析、信效度分析、模糊AHP(Fuzzy analytic hierarchy process, FAHP)計算出各構面的權重,並提供了一套嚴謹的計算方式。綜合上述可知,本研究運用了質化與量化的方法。研究結果顯示,國際觀光旅館業服務創新以「遞送流程之新穎度」中的「服務態度與旅館體制」最為重要;「服務修正」中以「顧客資料庫之參考」最為重要;「服務對市場之新穎度」中以「開發創新服務」最為重要;「服務對公司之新穎度」以「新產品開發條件」最為重要。

並列摘要


As the investment and economic environment changed rapidly, the service sector not only grew rapidly in every economic system, but also replaced the role of industry in several modern countries. In the era of globalized competition, service innovation had become a new famous science in service industry. With the rapid transition of industrial structure, and as member of service sector, labor-intensive international tourist hotel was influenced largely by the concept of “service innovation”, rather than the impact from external environment. Service innovation was an emerging field that aroused attentions in service industry, especially the service-oriented international tourist hotels. However, there existed very few researches on such newly emerged topic. The directions and content of research on service innovation usually varied largely, though more and more researches occurred, it was still insufficient to interpret and clarify the connotation of service innovation. Notwithstanding many empirical researches probed into the performance relationship between service and innovation, they failed to achieve a coherent conclusion. Based on this, this research took advantage of literature review, expert interview, content analysis and triangulation to develop scale. In the stage of establishing measuring model, the multiple indices were applied to precisely calculate weights of each direction through confirmatory factor analysis, validity and reliability analysis, fuzzy analytic hierarchy process (FAHP). Comprehensively, this research conducted qualitative and quantitative method. According to the research result, when it came to the service innovation in international tourist hotels, the most significant factors in “novelty of service delivery process” was “service attitude and hotel system”, “reference of customer database” in “service revision”, “develop innovative service” in “novelty of market from service” and “conditions for new product development” in “novelty of company from service.”

參考文獻


23.廖偉伶(2003)。知識管理在服務創新之應用,國立成功大學企業管理研究所碩士論文,未出版,台南市。
19.陳育甄(2002)。模糊層級分析法應用於城際運具選擇模式之研究。國立成功大學都市計劃研究所,未出版,台南市。
16.莊立民(2002)。組織創新模式建構與實證之研究,未出版,國立成功大學企業管理研究所博士論文,台南市。
4.吳武忠(1992)。現代餐旅從業人員需具備條件之探討,商業職業教育,(49),頁1-4。
87.Voss, C., R. Johnston, R. Silvestro, L. Fitzgerald, & T. Brignall. (1992). “Measurement of innovation and design performance in service,” Design Management Journal, pp.40-46.

被引用紀錄


謝月雲(2011)。我國遺產及贈與稅實質課稅原則行政訴訟結果與問題之研究-以臺北 高等行政法院所轄為例〔碩士論文,淡江大學〕。華藝線上圖書館。https://doi.org/10.6846%2fTKU.2011.01224
吳美智(2011)。觀光醫療產業經營模式之探討與分析以北部醫院為例〔碩士論文,元智大學〕。華藝線上圖書館。https://doi.org/10.6838%2fYZU.2011.00042
李春瑾(2015)。運用服務設計發展醫院服務藍圖〔碩士論文,長榮大學〕。華藝線上圖書館。https://doi.org/10.6833%2fCJCU.2015.00153
王琦豪(2015)。製造業服務化實施障礙之實證研究〔碩士論文,長榮大學〕。華藝線上圖書館。https://doi.org/10.6833%2fCJCU.2015.00141
許閔翔(2015)。中華電信服務中心新服務發展之研究-服務藍圖觀點〔碩士論文,長榮大學〕。華藝線上圖書館。https://doi.org/10.6833%2fCJCU.2015.00054

延伸閱讀