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  • 學位論文

資訊科技在服務創新過程之重要性

How does Information Technology matter in Service Innovation Process?

指導教授 : 許裴舫

摘要


Information technology (IT) is increasingly applied to develop new services, being a crucial role in innovation. Using IT has many benefits such as enhanced work efficiency and increased productivity. However, as IT is becoming a commodity, most companies cannot create a unique advantage through using IT alone. More importantly, some characteristics of IT (e.g., automation, standardization) may restrict creativity in innovation processes. Therefore, a disputed issue for researchers and practitioners is whether IT is a stepping stone or a stumbling block in developing innovative services. To illuminate whether IT matters or not in service innovation, this study divides IT resources into two parts: operand resources (i.e. IT infrastructure and human IT resource) and operant resources (i.e. process of utilizing IT to develop innovative services), to examine IT’s dual roles in service innovation. Our study proposes that innovation-oriented HR system is a key role which enables firms to transform IT operand resources to operant resources. Using a sample of 245 firms in service industry to test our model, we found that (1) IT’s role as operand resource indeed cannot directly affect innovation outcome, but IT’s role as operant resource can. (2) Through innovation-oriented HR system, firms can convert IT operand resources to IT operant resources. The results provide managerial insights that IT is still necessary and important in service innovation, but companies need an innovation-oriented HR system to trigger employees within and outside IT department to effectively use IT in service innovation processes, though which, firms receive competitive advantage.

並列摘要


參考文獻


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被引用紀錄


陳慈珍(2011)。國中生的英語課堂活動與英語學習焦慮之相關研究〔碩士論文,國立屏東科技大學〕。華藝線上圖書館。https://doi.org/10.6346%2fNPUST.2011.00064

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