有鑑於服務創新的議題日益重要,因此須如何發展服務創新成為一個非常重要之課題。本研究之主要目的係從服務創新的觀點,建構一個服務創新績效衡量模式,探討企業如何執行與應用創新主體暨組織管理的觀點,以此兩觀點透過不同的關鍵因素加以探究,創新主體之關鍵因素分別為顧客導向、競爭者導向、成本導向、技術導向。另外,組織管理之關鍵因素分別為管理者的支持、跨功能的合作機制、組織多樣化、企業聲譽、組織的溝通協調、組織學習、員工參與。 有鑑於此,本研究以服務創新的實際案例來運用該研究架構,而此研究架構為創新主體的觀點與組織管理的觀點,讓企業運用服務創新績效衡量模式,進而提升企業服務創新的績效。另外,本研究以命題來進行此研究架構的更進一步討論,並以實際案例來加以驗證。上述有關整合模式之運用及案例與命題,在本文中有詳細之說明。
Given an increasingly important service innovation issues, developing service innovation should be a very important topic. The main purpose of this study we used the service innovation, to construct a service innovation performance measurement model. Implementation and application exploration enterprises of innovation subject and organization management was performed. As the two key factors point to be through the exploration of different. The key factors of innovation subject are the customer-oriented, competitor-oriented, cost oriented, technology-oriented. In addition, the organization management were the key factors that management support, cross-functional cooperation mechanisms, organizational diversity, corporate reputation, organizational communication, organizational learning, employee participation. In view of this, in this study the actual case of service innovation to apply the research framework. The research framework of this innovation subject and the organization management point of view, allows enterprises to use service innovation performance measurement model, and promote enterprise the performance of service innovation. In addition, the research propositions for further discussion of this research framework, and to verify the actual case. Above for the Integration of application, case and proposition in this article are detailed.