探索植基於IT之主動性資源在服務創新之角色

Exploring the Role of IT-enabled Operant Resources in Service Innovation

王立安(Li-An Wang)

指導教授 ： 許裴舫

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

許多研究探討資訊科技在服務創新上的應用並提升企業競爭優勢，但卻很少研究討論資訊科技在服務導向邏輯中主動性資源的角色，本篇研究目的在於了解主動性資源在新服務開發流程中不同角色的重要性，以及資訊科技參與新服務開發流程對於服務創新程度所產生的躍進式或漸進式創新的影響，並探討同為主動性資源整合資訊科技與服務創新結合的持續服務改善機制，是否會在企業創新程度與競爭優勢與績效中產生中介的效果。本研究計畫針對台灣服務業進行調查，分析其資訊科技於服務創新流程之使用狀況以及其它主動性資源的使用狀況。

關鍵字

服務創新 ； 主動性資源 ； 資訊科技 ； 新服務開發流程

並列摘要

Service innovation can help firms gain competitive advantage in a highly turbulent environment, while operant resources play a critical role that enables service innovation. However, while the concept of operant resource has been extensively discussed, the practices of operant resources are not well understood. Specifically, extant research on the relationship between IT-enabled operant resource and service innovation is scant. This study proposes two IT-enabled operant resources: IT-enabled NSD (new service development) and IT-enabled CSI (continual service improvement), and empirically examines their value on service innovation. We collected data from 247 Taiwanese firms and found (1) IT-enabled NSD can enhance both radical and incremental service innovation practices. However, only radical service innovation can directly contribute to firms’ competitive advantage. (2) Incremental service innovation can indirectly influence competitive advantage through the help of IT-enabled CSI. This phenomenon shows that using IT to collect feedback from customers and first line employees after launching new service innovations are critical for improving new services and for gaining competitive advantage. Our study highlights the role of IT, which enables firms to deal with the iterative nature of NSD (new service development) and CSI (continual service improvement) processes. The proposed research model can assist firms to develop their IT-enabled operant resources, and design service improvement mechanisms toward the cyclic innovation process.

並列關鍵字

service innovation ； operant resource ； information technology ； new service development ； radical innovation ； incremental innovation ； continual service improvement ； competitive advantage

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