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題名 人力資源資訊系統對服務創新影響之研究：以跨國HRIS軟體T公司為例
The Impact of Human Resource Management Practices on Service Innovation: A Case Study of a Multinational HRIS Software Company T
作者 謝伊婷
Hsieh, Yi-Ting
貢獻者 吳豐祥
Wu, Feng-Shang
謝伊婷
Hsieh, Yi-Ting
關鍵詞 人力資源資訊系統
人力資源管理措施
人才管理
服務創新
動態服務創新能耐
Human resource information system (HRIS)
Human resource practices
Talent management
Service innovation
Dynamic service innovation capabilities (DCV)
日期 2018
上傳時間 30-Jul-2018 15:02:39 (UTC+8)
摘要 人力資源管理發展至現今21世紀，已從以往傳統的人事管理(Personnel Management)轉化為現今注重人才發展與留用的人才管理(Talent Management)；此外，在這個E化的時代，愈來愈多企業意識到人力資源管理的重要性，因而導入人力資源資訊系統(HRIS)來提升人力資源管理的行政效率，以締造競爭優勢。本研究透過文獻回顧，整理並發現有許多研究顯示出人力資源管理措施與企業績效之間的關聯性，不過針對其與服務創新之間關聯性的文獻仍少。因此本研究針對此缺口，欲了解透過人力資源資訊系統實施之人力資源管理措施對於服務創新的影響性，使用den Hertog (2010)的服務創新六構面整合模型作為服務創新內涵的分析構面，並探討人力資源管理措施、動態服務創新能耐與服務創新內涵構面之間的關係。本研究採取選取台灣一間提供人力資源資訊系統之新創公司T作為研究對象，透過質性研究，深入了解與分析三間採納T公司系統的客戶公司透過人力資源資訊系統所實施之人力資源管理措施對於其服務創新的影響。本研究得到的主要結論，包括：（1）人力資源資訊系統有助於人力資源管理措施中的「訓練與發展」、「績效薪酬」、「員工參與」的實施，並利於服務創新的產生；（2）透過人力資源資訊系統實施之人力資源管理措施能協助企業建立「動態服務創新能耐」；（3）在人力資源資訊系統的採納下，動態服務創新能耐存在相互間的關係；（4）人力資源資訊系統中的人力資源管理措施可能直接或間接透過動態服務創新能耐之建立來影響企業服務創新內涵。並據於此，本論文最後提出四項理論意涵、三項實務建議與後續研究建議供未來相關領域之研究者及業者做為參考。
Human Resource Management has developed from traditional personnel management to the trending talent management which focuses more on talent development and retention in the contemporary 21st Century. Also, with the aid of information technology, more and more enterprises are aware of the importance of human resource management and thus start implementing Human Resource Information System (HRIS) to enhance the efficiency of human resource management practices and to create their own competitive advantage. Through literature review, this research collects and discovers that there are many papers indicating the positive relationship between human resource practices and enterprise performance, however still rarely little is literature related to human resource practices and service innovation. This research adopts the six dimensional model of service innovation of den Hertog (2010) as an analysis model and investigate the relationship between different constructs such as human resource management practices, dynamic service innovation capabilities and service innovation. Also, there are papers showing the relationship between human resource practices and service innovation but lack of quantitative cases as advanced empirical illustration. Hence, an HRIS software company T is selected as the study case. The researcher interviews and analyzes the influence of human resource practices through the adoption of HRIS on service innovation of three of customers of company T. In the end, the main conclusions that this research has come up with includes: (1) Conducting human resource practices such as “training and development, performance and compensation and employee engagement” through the adoption of HRIS facilitates the output of service innovation; (2) Conducting human resource practices through the adoption of HRIS facilitates the formation of “dynamic service innovation capabilities” within enterprises; (3) With the adoption of HRIS, there exists mutual relationship between dynamic service innovation capabilities; (4) Conducting human resource practices through the adoption of HRIS might directly or indirectly influence service innovation dimensions through dynamic service innovation capabilities. Based on the above conclusions, four theoretical meanings, three empirical suggestions and further research suggestions are proposed for future researches.
參考文獻 一、英文部分
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     5.Barras, R. (1986). Towards a Theory of Innovation in Services. Research Policy, 15(4), 161-173.
     6.Barras, R. (1990). Interactive Innovation in Financial and Business Services: The Vanguard of the Service Revolution. Research Policy, 19(3), 215-237.
     7.Berardine, T. (1997). Human Resources Information Systems. Canadian Manager, 22(4), 17.
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     18.den Hertog, P., Wietze van, d. A., & de Jong, M.,W. (2010). Capabilities for Managing Service Innovation: Towards a Conceptual Framework. Journal of Service Management, 21(4).
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     27.Ibarra, H. (1993). Network Centrality, Power, and Innovation Involvement: Determinants of Technical and Administrative Roles. The Academy of Management Journal, 36(3), 471-501.
     28.Jeong, M., & Oh, H. (1998). Quality Function Deployment: An Extended Framework for Service Quality and Customer Satisfaction in the Hospitality Industry. International Journal of Hospitality Management, 17(4), 375-390.
     29.Kalleberg, A. L., Marsden, P. V., Reynolds, J., & Knoke, D. (2006) Beyond Profit? Sectoral Differences in High-performance Work Practice. Work and Occupation, 33(2), 271-302.
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     31.Kavanagh, M.J., Hal G. Gueutal, & Scott I. Tannenbaum. (1990). Human Resource Information Systems: Development and Application. Boston, Massachusetts: PWS-KENT Publishing Company.
     32.Khatri, N. (2000). Managing Human Resource for Competitive Advantage: a Study of Companies in Singapore. International Journal of Human Resource Management, 11(2), 336-365.
     33.Laursen, K., & Foss, N. J. (2003). New Human Resource Management Practices, Complementarities and the Impact on Innovation Performance. Cambridge Journal of Economics, 27(2), 243-263.
     34.Locke, E. A., Frederick, E., Lee, C., & Bobko, P. (1984). Effect of Self-efficacy, Goals, and Task Strategies on Task Performance. Journal Of Applied Psychology, 69(2), 241-251.
     35.Luecke, R. (2003). Harvard Business Essentials: Managing Innovation and Creativity. Harvard Business Press.
      
     36.Matthew B. Miles, A. M. H. (1994). Qualitative Data Analysis : An Expanded Sourcebook (2nd ed.): Thousand Oaks : Sage
     37.Mayfield, M., Mayfield, J., & Lunce, S. (2003). Human Resource Information Systems: A Review and Model Development. Advances in Competitiveness Research, 11(1), 139-152.
     38.Menor, L. J., & Roth, A. V. (2007). New Service Development Competence in Retail Banking: Construct Development and Measurement Validation. Journal of Operations Management, 25(4), 825-846.
     39.Michie, J., & Sheehan, M. (1999). HRM Practices, R&D Expenditure and Innovative Investment: Evidence from the UK`s 1990 Workplace Industrial Relations Survey (WIRS). Industrial & Corporate Change, 8(2), 211.
     40.Miles, I., Macaulay, L. A., Wilby, J., Tan, Y. L., Zhao, L. & Theodoulidis, B. (2012). Case Studies in Service Innovation: Springer Science Business Media New York.
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     47.Storey, C., & Kelley, D. (2001). Measuring the Performance of New Service Development Activities. Service Industries Journal, 21(2), 71-90.
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     50.Sundbo, J. F. G. (1998). Innovation in Services. SI4S Synthesis Papers, S2.
     51.Tax, S. S., & Stuart, I. (1997). Designing and Implementing New Services: The Challenges of Integrating Service Systems. Journal of Retailing, 73(1), 105-134.
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     二、中文部分
     1.王春勝、婁季春（2014）。人力資源管理。台北：元華文創。
     2.何永福、楊國安（1993）。人力資源策略管理。台北：三民書局。
     3.吳美連（2005）。人力資源管理 理論與實務。智勝文化。
     4.吳萬益、鍾振輝、江正信（1999）。企業文化組織運作, 製造策略與經營績效之關係研究。中華管理評論，第二卷第一期，1-22頁。
     5.吳豐祥、金雅蘭、顏永森、劉憶蓁（2015）。知識管理與社群媒體對服務創新的影響之研究。科技管理學刊，第二十卷第二期，25-70頁。
     6.林孟克（1993）。中小企業以電腦化提昇績效之探討。台北市：經濟部中小企業處。
     7.林欽榮（2002）。人力資源管理。台北：揚智文化。
     8.金周英、任林（2004），《服務創新與社會資源》，中國財政經濟出版社。.
     9.侯勝宗、樊學良（2013）。服務業人員之組織歸屬感、心流經驗與正向行為之關係：瘦身美容業實證研究。管理評論，第三十二卷第三期，49-72頁。
     10.陳遠敦、陳全明（1995）。人力資源開發與管理。中國統計出版社。
     11.黃昌意（1994）。資訊系統之效益評估與經營管理，資策會。
     12.葉靜輝（2014）。服務業人力資源管理措施與服務創新關聯之研究。創新與管理，第十一卷第二期，67-89頁。
     13.戴國良（2004）。人力資源管理—企業實務導向與本土個案實例。台北：鼎茂圖書。
     
     三、網路部分及其他
     1.I公司官網，最後上網日期107年6月25日。
     2.J公司官網，最後上網日期107年6月26日。
     3.K公司官網，最後上網日期107年6月20日。
     4.K公司2016年報
描述 碩士
國立政治大學
科技管理與智慧財產研究所
105364127
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0105364127
資料類型 thesis
dc.contributor.advisor 吳豐祥zh_TW
dc.contributor.advisor Wu, Feng-Shangen_US
dc.contributor.author (Authors) 謝伊婷zh_TW
dc.contributor.author (Authors) Hsieh, Yi-Tingen_US
dc.creator (作者) 謝伊婷zh_TW
dc.creator (作者) Hsieh, Yi-Tingen_US
dc.date (日期) 2018en_US
dc.date.accessioned 30-Jul-2018 15:02:39 (UTC+8)-
dc.date.available 30-Jul-2018 15:02:39 (UTC+8)-
dc.date.issued (上傳時間) 30-Jul-2018 15:02:39 (UTC+8)-
dc.identifier (Other Identifiers) G0105364127en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/119058-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 科技管理與智慧財產研究所zh_TW
dc.description (描述) 105364127zh_TW
dc.description.abstract (摘要) 人力資源管理發展至現今21世紀，已從以往傳統的人事管理(Personnel Management)轉化為現今注重人才發展與留用的人才管理(Talent Management)；此外，在這個E化的時代，愈來愈多企業意識到人力資源管理的重要性，因而導入人力資源資訊系統(HRIS)來提升人力資源管理的行政效率，以締造競爭優勢。本研究透過文獻回顧，整理並發現有許多研究顯示出人力資源管理措施與企業績效之間的關聯性，不過針對其與服務創新之間關聯性的文獻仍少。因此本研究針對此缺口，欲了解透過人力資源資訊系統實施之人力資源管理措施對於服務創新的影響性，使用den Hertog (2010)的服務創新六構面整合模型作為服務創新內涵的分析構面，並探討人力資源管理措施、動態服務創新能耐與服務創新內涵構面之間的關係。本研究採取選取台灣一間提供人力資源資訊系統之新創公司T作為研究對象，透過質性研究，深入了解與分析三間採納T公司系統的客戶公司透過人力資源資訊系統所實施之人力資源管理措施對於其服務創新的影響。本研究得到的主要結論，包括：（1）人力資源資訊系統有助於人力資源管理措施中的「訓練與發展」、「績效薪酬」、「員工參與」的實施，並利於服務創新的產生；（2）透過人力資源資訊系統實施之人力資源管理措施能協助企業建立「動態服務創新能耐」；（3）在人力資源資訊系統的採納下，動態服務創新能耐存在相互間的關係；（4）人力資源資訊系統中的人力資源管理措施可能直接或間接透過動態服務創新能耐之建立來影響企業服務創新內涵。並據於此，本論文最後提出四項理論意涵、三項實務建議與後續研究建議供未來相關領域之研究者及業者做為參考。zh_TW
dc.description.abstract (摘要) Human Resource Management has developed from traditional personnel management to the trending talent management which focuses more on talent development and retention in the contemporary 21st Century. Also, with the aid of information technology, more and more enterprises are aware of the importance of human resource management and thus start implementing Human Resource Information System (HRIS) to enhance the efficiency of human resource management practices and to create their own competitive advantage. Through literature review, this research collects and discovers that there are many papers indicating the positive relationship between human resource practices and enterprise performance, however still rarely little is literature related to human resource practices and service innovation. This research adopts the six dimensional model of service innovation of den Hertog (2010) as an analysis model and investigate the relationship between different constructs such as human resource management practices, dynamic service innovation capabilities and service innovation. Also, there are papers showing the relationship between human resource practices and service innovation but lack of quantitative cases as advanced empirical illustration. Hence, an HRIS software company T is selected as the study case. The researcher interviews and analyzes the influence of human resource practices through the adoption of HRIS on service innovation of three of customers of company T. In the end, the main conclusions that this research has come up with includes: (1) Conducting human resource practices such as “training and development, performance and compensation and employee engagement” through the adoption of HRIS facilitates the output of service innovation; (2) Conducting human resource practices through the adoption of HRIS facilitates the formation of “dynamic service innovation capabilities” within enterprises; (3) With the adoption of HRIS, there exists mutual relationship between dynamic service innovation capabilities; (4) Conducting human resource practices through the adoption of HRIS might directly or indirectly influence service innovation dimensions through dynamic service innovation capabilities. Based on the above conclusions, four theoretical meanings, three empirical suggestions and further research suggestions are proposed for future researches.en_US
dc.description.tableofcontents 目次
     第一章 緒論 1
     第一節 研究背景 1
     第二節 研究動機 3
     第三節 研究目的與問題 3
     第四節 研究流程與論文架構 5
     第二章 文獻回顧 6
     第一節　人力資源管理 6
     第二節　服務創新 16
     第三節　人力資源管理與服務創新 29
     第四節　文獻小結 30
     第三章 研究方法與設計 32
     第一節 研究架構 32
     第二節 研究變項說明 33
     第三節 研究設計 37
     第四章 個案研究 42
     第一節 個案背景 42
     第二節 採納客戶I公司個案 47
     第三節 採納客戶J公司個案 54
     第四節 採納客戶K公司個案 61
     第五節 個案整理 68
     第五章 研究發現與討論 71
     第六章 研究結論與建議 80
     第一節 研究結論 80
     第二節 理論貢獻與意涵 82
     第三節 實務建議 83
     第四節 後續研究建議 85
     第五節 研究限制 87
     參考文獻 88
     附錄 96		zh_TW
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0105364127en_US
dc.subject (關鍵詞) 人力資源資訊系統zh_TW
dc.subject (關鍵詞) 人力資源管理措施zh_TW
dc.subject (關鍵詞) 人才管理zh_TW
dc.subject (關鍵詞) 服務創新zh_TW
dc.subject (關鍵詞) 動態服務創新能耐zh_TW
dc.subject (關鍵詞) Human resource information system (HRIS)en_US
dc.subject (關鍵詞) Human resource practicesen_US
dc.subject (關鍵詞) Talent managementen_US
dc.subject (關鍵詞) Service innovationen_US
dc.subject (關鍵詞) Dynamic service innovation capabilities (DCV)en_US
dc.title (題名) 人力資源資訊系統對服務創新影響之研究：以跨國HRIS軟體T公司為例zh_TW
dc.title (題名) The Impact of Human Resource Management Practices on Service Innovation: A Case Study of a Multinational HRIS Software Company Ten_US
dc.type (資料類型) thesisen_US
dc.relation.reference (參考文獻) 一、英文部分
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     二、中文部分
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     2.何永福、楊國安（1993）。人力資源策略管理。台北：三民書局。
     3.吳美連（2005）。人力資源管理 理論與實務。智勝文化。
     4.吳萬益、鍾振輝、江正信（1999）。企業文化組織運作, 製造策略與經營績效之關係研究。中華管理評論，第二卷第一期，1-22頁。
     5.吳豐祥、金雅蘭、顏永森、劉憶蓁（2015）。知識管理與社群媒體對服務創新的影響之研究。科技管理學刊，第二十卷第二期，25-70頁。
     6.林孟克（1993）。中小企業以電腦化提昇績效之探討。台北市：經濟部中小企業處。
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     8.金周英、任林（2004），《服務創新與社會資源》，中國財政經濟出版社。.
     9.侯勝宗、樊學良（2013）。服務業人員之組織歸屬感、心流經驗與正向行為之關係：瘦身美容業實證研究。管理評論，第三十二卷第三期，49-72頁。
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     11.黃昌意（1994）。資訊系統之效益評估與經營管理，資策會。
     12.葉靜輝（2014）。服務業人力資源管理措施與服務創新關聯之研究。創新與管理，第十一卷第二期，67-89頁。
     13.戴國良（2004）。人力資源管理—企業實務導向與本土個案實例。台北：鼎茂圖書。
     
     三、網路部分及其他
     1.I公司官網，最後上網日期107年6月25日。
     2.J公司官網，最後上網日期107年6月26日。
     3.K公司官網，最後上網日期107年6月20日。
     4.K公司2016年報		zh_TW
dc.identifier.doi (DOI) 10.6814/THE.NCCU.TIIPM.008.2018.F08-