| 摘要: | 在全球倡議服務科學(Service science)及亞洲各國政府(如日、韓、台)大力推動科技化服務(IT-enabled services)的潮流下，科技致能的服務創新已被業者與學界視為重要議題。但是，即便創新已被多數企業視為新競爭利器，研究發現，基於企業規模與產業屬性等差異，業者在創新動因、作法、策略，及目標設定上，仍有顯著差異；而且，較少被探究的低技術密度中小規模服務業，被視為動機相對最弱的類型。尤為甚者，經濟景氣等外部因素的影響，更讓中小型企業在善用服務科技化的創新思維、進行企業價值創造一事上不夠積極與系統化。為對此議題作出理論與實務貢獻，本研究擬鎖定近期對此議題進行嘗試的台灣中小型服務業者進行40家以上的個案訪談(抽樣架構設計說明於計畫內容)，並以服務創新架構與策略調校模型(Strategic alignment model)為基，輔以內容分析法，探究業者槓桿資訊應用進行創新的需求、作法與成效，找出影響服務業者對相關議題的認知與作法異同之關鍵。在預期貢獻上，除解析台灣中小企業對科技化服務的創新動因、模式與成效，本研究更擬進一步和國外創新研究發現進行比對，並檢視策略調校模型的適用性，期藉此作為科技化服務分析架構的理論基礎，提出研究命題與建議，並依此提出科技化服務創新的導入模式與推動策略。
Thanks for the strong promotion by IBM and governments in Asia (including Taiwan), the issue of information technology-enabled services (ITeS) has been regarded as one of the hottest topics for service industry. Both the academy and the business regard ITeS as key drivers for the success in service innovation and value-add. However, according to recent studies, even if innovation is widely taken as new weapon for competition, firms may perform significantly different in terms of motivations, practices and strategies of innovation. And, for those firms that belong to SMEs, service sectors and less-technology intensive, is expected to be poorly performed in this regard. Meanwhile, recent survey data reveals similar patterns, which is in particularly true in case of Taiwan. They report that the strategies and applications of IT-enabled innovation are still vague and passive implemented in service sectors, in particular for those SMEs. As a result, this study is interested in exploring the behaviors of those Taiwanese service SMEs that have been invested in ITeS innovations. In particular, this study aims to: (1) have further understanding how Taiwan SEM service firms regard the treat IT-enabled innovation for their business; and (2) indentify key factors that may affect the adoption of IT-enabled innovation. All interviews will follow the framework of four dimensions of service innovation and that of strategic alignment model. At least 40 SMEs will be interviewed during this study, according to the designed sample frame. Meanwhile, techniques of content analysis will be applied then. Finally, with regard to the final outcome, this study will pay more attention to identifying key drivers and patterns of Taiwanese service SMEs, thus proposing the corresponding propositions and strategies with regard to the implementation of ITeS for SMEs in service sectors. Meanwhile, this study will try to illustrate all the findings by applying the strategic alignment model |
