資訊科技在台灣中小型服務業進行服務創新之角色與模式初探

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Please use this identifier to cite or link to this item: https://irlib.pccu.edu.tw/handle/987654321/23845

Title:	資訊科技在台灣中小型服務業進行服務創新之角色與模式初探
Authors:	徐維志
Contributors:	資訊管理研究所碩士在職專班
Keywords:	流通服務 Circulation Services 中小企業 SMEs 創新服務 Service Innovation 科技致能 Information Technology (IT)-enabled
Date:	2012
Issue Date:	2012-12-04 10:09:38 (UTC+8)
Abstract:	服務創新在近期被視為提升經營效率、提升企業競爭力，及誘發產業升級的關鍵。為探究資訊科技(Information Technology, IT)在此議題中所扮演的角色，本研究以「協助服務業創新研究發展計畫(ASSTD)」的流通服務案例為對象，透過內容分析與統計分析等工具，探索下述議題：(1)台灣中小型服務業者近年來的服務創新內涵與特性為何？(2)服務創新策略與作法和目標設定及產生成效間是否存有關連？(3)這些案例背後的成功關鍵是否在於新資訊科技的應用與選擇？以及(4)不同背景的業者其採取的創新應用策略是否有顯著不同？研究結果發現，多數台灣中小企業在流通服務領域進行服務創新時，較在意短期成效的體現，並多反應在提高營收與顧客滿意度之上，有效呼應聚焦於既有客群與現有市場的作為。其次，前述的中小企業仰賴多面向結合的服務創新作法，且其成功關鍵並非技術本位創新，而是客戶為中心(Customer Centric)的策略思維與軟技術應用。最後，在資訊科技與服務創新的連結上，雖然科技選擇確實有與時俱進、為創造差異與利基的加分選項，並且扮演重要驅動或促成者的角色，但是它並非中小企業進行創新的首先課題或主要出發點。 Service innovation is regarded as a recipe for the growth of firms and industries. To explore the role and the importance of information technology (IT) in this issue, this study pays its attention to those SMEs that target on the field of wholesale, retail and franchises and that applied sponsorships successfully from ASSTD program. Content analysis and statistic analysis are applied as research methods, with its focus on the fol-lowing topics: (1) What are the common characteristics identified from service innova-tion taken by those Taiwanese SMEs? (2) What are the relationships among service in-novation strategy, goal setting, and the outcome? (3) Whether the adoption and selection of new IT is key for successful service innovation? And (4) Do SMEs with different features tend to adopt different IT applications and strategies for service innovation? Based on our findings, the following suggestions and conclusions are made. First of all, SMEs tend to apply multi-faceted approach, target on existing customers and markets, and have their focus on the improvement in revenue and customer satisfaction when shaping service innovation projects. Besides, the key for shaping successful ser-vice innovation lies not in IT selection but in customer-centric strategic thinking. Finally, IT selection itself is not the first issue to be dealt with, while it is one of the most im-portant enablers.
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