摘 要 本研究主要目的在藉由服務創新、動態能力、組織學習、顧客價值等觀點,來探討企業因環境變動所採取的應變策略對組織績效的影響,進而論述其理論與實務的價值。 而如何建立這些能力並落實於企業之中,為其本研究的主要方向。藉由本研究架構提供新的理論模型,以服務創新、動態能力、組織學習對顧客價值視角的觀點來加以分析,以建構其相關性。由實證分析結果,研究顯示服務創新、動態能力、組織學習與顧客價值對組織績效有直接正向的影響關係,析言之: 1.動態能力、組織學習對於服務創新績效有顯著正向的效果。 2.服務創新、動態能力及組織學習對於顧客價值有顯著正向的效果。 3.顧客價值對於組織績效則有顯著正向的影響效果。
ABSTRACT This research aims to investigate the impacts response strategies of enterprises in the changing environment of organizational performance. The analysis highlights the theoretical and practical implications upon service innovation, dynamic capabilities, organizational learning and customer value. The focus of this research is how to implement these competencies into the management of these enterprises. The research framework applies a new theoretical framework and aims to analyze the organizational performance from the perspectives of service innovation, customer value, dynamic capabilities and organizational learning and determine the interrelations among them. The empirical results show that service innovation ,dynamic capabilities ,organizational learning and customer value have direct positive impacts are positively associated organizational performance. In summary: 1. Dynamic capabilities and organizational learning have significant positive effects on service innovation 2. Service innovation, dynamic capabilities and organizational learning have significant and positive impacts on customer value. 3. Customer value is positively correlated with organizational performance.