企業操作性資源對雙元性服務創新之影響-以資訊科技應用經驗為調節變數

The Impact of Operant Resource on Service Innovation Ambidexterity-Information Technology Experience as Moderator

翁誠宏(Chen-Hung Weng)

指導教授 ： 嚴秀茹

國立清華大學/科技管理學院/服務科學研究所/碩士(2014年)

摘要

創新是企業生存之不二法門，但僅以改善產品和服務之創新方式，已無法保證企業在市場上長期之競爭優勢，為了維持競爭優勢，企業推動雙元性服務創新確有其必要性。本研究以服務主導邏輯的概念出發，探討企業之能力包括顧客參與、企業夥伴參與、員工參與和知識整合機制對雙元性服務創新之影響，以及資訊科技應用經驗對於上述企業能力之強化作用。 本研究針對批發物流業和資通訊服務業企業進行問卷發放，實證研究結果顯示顧客參與、企業夥伴參與、員工參與和知識整合機制對於雙元性服務創新程度皆產生正向之影響，雙元性服務創新之程度也確實為企業帶來競爭優勢。而資訊科技應用經驗不僅調節員工參與、企業夥伴參與對於雙元性服務創新之間的關係，甚至是直接影響雙元性服務創新之程度。

關鍵字

服務創新 ； 雙元性服務創新 ； 服務主導邏輯 ； 操作性資源 ； 探索式服務創新 ； 盡用式服務創新 ； 資訊科技應用經驗

並列摘要

Innovation is the only way for enterprises to survive, but the way to improve products and service for innovation has been unable to ensure that enterprises sustain long-term competitive advantage in the market. In order to sustain competitve advantage, it is necessary to promote service innovation ambidexterity. Based on service-dominant logic,this paper focus on the impact of operant resource(customer involvement, business partner involvement, employee involvement, knowledge integration mechanism) on service innovation ambidexterity inside enterprieses and moderating role of IT experience plays on all the operant resource list above. This study focuses on wholesale and logistics industry and ICT service industry to send questionnaires.Empirical studies found that customer involvement, business partner involvement, employee involvement and knowledge integration mechanism have positive impact on service innovation ambidexterity and service innovation ambidexterity brings competitive advantage for enterprises.
IT experience not only moderates the effect of employee involvement and business partnet involvemen on, but also positively impacts service innovation ambidexterity.

並列關鍵字

service innovation ； service innovation ambidexterity ； service-dominant logic ； operant resource ； exploratory service innovation ； exploitative service innovation ； IT experience

參考文獻

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