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題名 服務系統實體互動樣式基礎下之服務創新
Service innovation based on interaction patterns of service system entities
作者 許岫天
貢獻者 苑守慈
許岫天
關鍵詞 System Thinking
Service Innovation
Interaction Patterns
Service Dominant Logic
SME
日期 2011
上傳時間 30-Oct-2012 11:21:22 (UTC+8)
摘要 Research to date discovered two gaps restricts the existing service innovation theories from full support for SMEs - who also require good service innovation theory to innovate and to survive in the fast-pacing market - which are: goods-thinking-based service innovation logic and incomprehensible service innovation theory for SMEs. In this research, we share and enhance the vision of system thinking researchers - interaction plays the very basis and important role in service value creating and delivering - as our theory foundation. Founding on this interaction-centric notion, we propose an easy-to-adapt service innovation methodology which suggests that SMEs could do service innovation by adjusting business interactions, and justify it with a comprehensive model evaluated by simulation techniques and a prototype supporting information system mechanism to provide support for SME users. Last but not the least, at the end of this research, we re-examine the system thinking framework with our discoveries, and signaled a possible adjusting direction of the framework for more value-oriented purposes. From the practical view, we identify a way to extend the current system thinking theory to a practical model for real world SME’s service innovation purposes. For the academic research, our interaction-centric service innovation methodology is believed to enhance the to-date system thinking theories. In addition, we also identify several future possibilities for academic researchers in this field to discover.
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Alvarez, S. A., & Barney, J. B. (2001). How entrepreneurial firms can benefit from alliances with large partners. The Academy of Management Executive (1993-2005), 139-148.
Anderson, J. R. (1996). The architecture of cognition (Vol. 5): Lawrence Erlbaum Assoc Inc.
Ariño, A., & Ring, P. S., (2010). The role of fairness in alliance formation. Strategic Management Journal, 31(10), 1054-1087.
Aronson, D. (1997). Applying the Power of Systems Thinking to Innovation. R&D Innovator, 6(2).
Barney, J. (1986). Startegic factor markets: expectations, luck and business strategy. Management Science, 32 (10), 1231-1241.
Barros, A., Dumas, M., & Ter Hofstede, A. H. M. (2005). Service interaction patterns. Business Process Management, 302-318.
Berry, L. L., Shankar, V., Parish, J. T., Cadwallader, S., & Dotzel, T. (2006). Creating new markets through service innovation. MIT Sloan Management Review, 47(2), 56.
Bhattacharya, C., & Bolton, R. N. (2000). Relationship marketing in mass markets. Handbook of relationship marketing, 327-354.
Boly, V., Morel, L., Renaud, J., & Guidat, C. (2000). Innovation in low tech SMBs: evidence of a necessary constructivist approach. Technovation, 20(3), 161-168.
Brown, T. (2008). Design thinking. harvard business review, 86(6), 84.
Chatman, J. A., & Barsade, S. G. (1995). Personality, organizational culture, and cooperation: Evidence from a business simulation. Administrative Science Quarterly, 423-443.
Chi, T. (1994). Trading in strategic resources: Necessary conditions, transaction cost problems, and choice of exchange structure. Strategic management journal, 15(4), 271-290.
Cooper, D. R. & Pamela, S. S. (2008). Business Research Method. McGraw Hill International Edition, New York, USA.
Cowan, R., & Jonard, N. (2008). If the alliance fits...: innovation and network dynamics. Advances in Strategic Management, 25, 427 V455.
DaphneYuan, S.-T. (2011). Service System Design: A Sign-Value-Based Approach. Paper presented at the The Art & Science of Service
Das, T. K., & Teng, B. S. (2001). Trust, control, and risk in strategic alliances: An integrated framework. Organization studies, 22(2), 251.
Demirkan,, H., Spohrer, J. & Krishna, V. (2011) Introduction of the Science of Service Systems. The Science of Service Systems: Springer.
Dickson, P. H., Weaver, K. M., & Hoy, F. (2006). Opportunism in the R&D alliances of SMES: The roles of the institutional environment and SME size. Journal of Business Venturing, 21(4), 487-513.
Djellal, F., Francoz, D., Gallouj, C., Gallouj, F., & Jacquin, Y. (2003). Revising the definition of research and development in the light of the specificities of services. Science and Public Policy, 30(6), 415-429.
Duysters, G., De Man, A. P., & Wildeman, L. (1999). A network approach to alliance management. European Management Journal, 17(2), 182-187.
El-Ansary, A. I., & Stern, L. W. (1972). . Journal of Marketing research, 47-52.
Fehr, B. (2004). Intimacy Expectations in Same-Sex Friendships: A Prototype Interaction-Pattern Model. Journal of Personality and Social Psychology, 86(2), 265.
Flies, S., & Kleinaltenkamp, M. (2004). Blueprinting the service company Managing service processes efficiently. Journal of Business Research, 57(4), 392-404.
Frear, C. R. & Metcalf ,L. E. (1988). Marketing And Purchasing Of Industrial Goods: A Study Of The U.S. Commercial Aircraft Engine Industry. Paper presented at the Research Developments In International Marketing, University of Manchester Institute of Science and Technology, Manchester, United Kingdom.
Frazier, G.L. (1983). On the measurement of interfirm power in channels of distrubution. Journal of marketing research, 20(2), 158.
Fukunaga, K. (1990). Introduction to statistical pattern recognition: Academic Pr.
Gomes-Casseres, B. (1997). The alliance revolution: the new shape of business rivalry: Harvard University Press.
Gomes-Casseres, B. (2003). Constellation strategy: Managing alliance groups. Ivey Business Journal.
Gravier, M. J., Randall, W. S., & Strutton, D. (2008). Investigating the role of knowledge in alliance performance. Journal of Knowledge Management, 12(4), 117-130.
Gronroos, C. (2008). Service logic revisited: who creates value? And who co-creates?. European Business Review, 20(4), 298-314.
Hadjimanolis, A. (1999). Barriers to innovation for SMEs in a small less developed country (Cyprus). Technovation, 19(9), 561-570.
Hagedoorn, J. (2002). Inter-firm R&D partnerships: an overview of major trends and patterns since 1960. Research Policy, 31(4), 477-492.
Hakansson, H., & David, F., (2002). How should companies interact in business networks?. Journal of Business Research ,55(2), 133-139.
Hakansson, H., & Group, I. P. (1982). International marketing and purchasing of industrial goods: An interaction approach: Wiley Chichester.
Halinen, A. (1997). Relationship marketing in professional services: a study of agency-client dynamics in the advertising sector (Vol. 3): Psychology Press.
Hamel, G. (1991). Competition for competence and interpartner learning within international strategic alliances. Strategic management journal, 12(S1), 83-103.
Hannemann, J., & Kiczales, G. (2002). Design pattern implementation in Java and AspectJ.
Hemelrijk, C. (1990). A matrix partial correlation test used in investigations of reciprocity and other social interaction patterns at group level. Journal of Theoretical Biology, 143(3), 405-420.
Hevner, A. R., March, S. T., Park, J., & Ram, S. (2004). Design science in information systems research. Mis Quarterly, 75-105.
Hewitt-Dundas, N. (2006). Resource and capability constraints to innovation in small and large plants. Small Business Economics, 26(3), 257-277.
Hipp, C., & Grupp, H. (2005). Innovation in the service sector: The demand for service-specific innovation measurement concepts and typologies. Research Policy, 34(4), 517-535.
Hoffman, K., Parejo, M., Bessant, J., & Perren, L. (1998). Small rms, R&D, technology and innovation in the UK: a literature review. Technovation, 18(1), 39-55.
Insight, P. (2007). Seizing the White Space: Innovative Service Concepts in the United States. Technology Review, 205(2007).
Ireland, R. D., Hitt, M. A., & Vaidyanath, D. (2002). Alliance management as a source of competitive advantage. Journal of Management, 28(3), 413.
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Kaufmann, A., & Todtling, F. (2002). How effective is innovation support for SMEs? An analysis of the region of Upper Austria. Technovation, 22(3), 147-159.
Laing, A. W., & Lian, P. C. S. (2005). Inter-organisational relationships in professional services: towards a typology of service relationships. Journal of Services Marketing, 19(2), 114-128.
Leenders, M. A. A. M., & Wierenga, B. (2002). The effectiveness of different mechanisms for integrating marketing and R&D. Journal of Product Innovation Management, 19(4), 305-317.
Linnarsson, H., & Werr, A. (2004). Overcoming the innovation-alliance paradox: a case study of an explorative alliance. European Journal of Innovation Management, 7(1), 45-55.
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描述 碩士
國立政治大學
資訊管理研究所
99356018
100
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0099356018
資料類型 thesis
dc.contributor.advisor 苑守慈zh_TW
dc.contributor.author (Authors) 許岫天zh_TW
dc.creator (作者) 許岫天zh_TW
dc.date (日期) 2011en_US
dc.date.accessioned 30-Oct-2012 11:21:22 (UTC+8)-
dc.date.available 30-Oct-2012 11:21:22 (UTC+8)-
dc.date.issued (上傳時間) 30-Oct-2012 11:21:22 (UTC+8)-
dc.identifier (Other Identifiers) G0099356018en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/54568-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 資訊管理研究所zh_TW
dc.description (描述) 99356018zh_TW
dc.description (描述) 100zh_TW
dc.description.abstract (摘要) Research to date discovered two gaps restricts the existing service innovation theories from full support for SMEs - who also require good service innovation theory to innovate and to survive in the fast-pacing market - which are: goods-thinking-based service innovation logic and incomprehensible service innovation theory for SMEs. In this research, we share and enhance the vision of system thinking researchers - interaction plays the very basis and important role in service value creating and delivering - as our theory foundation. Founding on this interaction-centric notion, we propose an easy-to-adapt service innovation methodology which suggests that SMEs could do service innovation by adjusting business interactions, and justify it with a comprehensive model evaluated by simulation techniques and a prototype supporting information system mechanism to provide support for SME users. Last but not the least, at the end of this research, we re-examine the system thinking framework with our discoveries, and signaled a possible adjusting direction of the framework for more value-oriented purposes. From the practical view, we identify a way to extend the current system thinking theory to a practical model for real world SME’s service innovation purposes. For the academic research, our interaction-centric service innovation methodology is believed to enhance the to-date system thinking theories. In addition, we also identify several future possibilities for academic researchers in this field to discover.zh_TW
dc.description.tableofcontents CHAPTER 1. INTRODUCTION 1
1.1. Background and Motivations 1
1.2. Research Question & Objectives 3
1.3. Research Methods 6
1.4. Purpose and Contributions 8
1.5. Content Organizations 8
CHAPTER 2.LITERATURE REVIEW 11
2.1 Service Innovation in SME Sector 11
2.2 Alliance 15
2.3 Interaction 18
CHAPTER 3. MOTIVATION APPLICATION 30
3.1 Service System Design: A Sign-Value-Based Approach 30
3.2 ImageCons Project 31
3.3 ImageCons System Architecture 33
CHAPTER 4. INTERACTION PATTERN BASED INNOVATION RECOMMENDATION MECHANISM 36
4.1 Conceptual Framework 36
4.2 System Architecture 40
4.3 Data Collection Module 43
4.4 Interaction Pattern Recognizing Module 52
4.5 Interaction Pattern Adjusting Module 61
4.6 Alliance Adjustment Guidance Module 68
4.7 Annotation Module 72
CHAPTER 5. Evaluation 76
5.1 Propositions 77
5.2 Experiment Details for Proposition 1 79
5.3 Experiment Details for Proposition 2 89
5.4 Experiment details for proposition 3 100
5.5 Discussion of Findings 113
CHAPTER 6. Conclusion 117
6.1 Contributions 117
6.2 Managerial Implications 119
6.3 Limitations and Future Works 120
6.4 Discussion 122
6.5 Conclusions 125		zh_TW
dc.language.iso en_US-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0099356018en_US
dc.subject (關鍵詞) System Thinkingzh_TW
dc.subject (關鍵詞) Service Innovationzh_TW
dc.subject (關鍵詞) Interaction Patternszh_TW
dc.subject (關鍵詞) Service Dominant Logiczh_TW
dc.subject (關鍵詞) SMEzh_TW
dc.title (題名) 服務系統實體互動樣式基礎下之服務創新zh_TW
dc.title (題名) Service innovation based on interaction patterns of service system entitiesen_US
dc.type (資料類型) thesisen
dc.relation.reference (參考文獻) Altshuller, G., & Rodman, S. (1999). The innovation algorithm: TRIZ, systematic innovation and technical creativity: Technical Innovation Ctr.
Alvarez, S. A., & Barney, J. B. (2001). How entrepreneurial firms can benefit from alliances with large partners. The Academy of Management Executive (1993-2005), 139-148.
Anderson, J. R. (1996). The architecture of cognition (Vol. 5): Lawrence Erlbaum Assoc Inc.
Ariño, A., & Ring, P. S., (2010). The role of fairness in alliance formation. Strategic Management Journal, 31(10), 1054-1087.
Aronson, D. (1997). Applying the Power of Systems Thinking to Innovation. R&D Innovator, 6(2).
Barney, J. (1986). Startegic factor markets: expectations, luck and business strategy. Management Science, 32 (10), 1231-1241.
Barros, A., Dumas, M., & Ter Hofstede, A. H. M. (2005). Service interaction patterns. Business Process Management, 302-318.
Berry, L. L., Shankar, V., Parish, J. T., Cadwallader, S., & Dotzel, T. (2006). Creating new markets through service innovation. MIT Sloan Management Review, 47(2), 56.
Bhattacharya, C., & Bolton, R. N. (2000). Relationship marketing in mass markets. Handbook of relationship marketing, 327-354.
Boly, V., Morel, L., Renaud, J., & Guidat, C. (2000). Innovation in low tech SMBs: evidence of a necessary constructivist approach. Technovation, 20(3), 161-168.
Brown, T. (2008). Design thinking. harvard business review, 86(6), 84.
Chatman, J. A., & Barsade, S. G. (1995). Personality, organizational culture, and cooperation: Evidence from a business simulation. Administrative Science Quarterly, 423-443.
Chi, T. (1994). Trading in strategic resources: Necessary conditions, transaction cost problems, and choice of exchange structure. Strategic management journal, 15(4), 271-290.
Cooper, D. R. & Pamela, S. S. (2008). Business Research Method. McGraw Hill International Edition, New York, USA.
Cowan, R., & Jonard, N. (2008). If the alliance fits...: innovation and network dynamics. Advances in Strategic Management, 25, 427 V455.
DaphneYuan, S.-T. (2011). Service System Design: A Sign-Value-Based Approach. Paper presented at the The Art & Science of Service
Das, T. K., & Teng, B. S. (2001). Trust, control, and risk in strategic alliances: An integrated framework. Organization studies, 22(2), 251.
Demirkan,, H., Spohrer, J. & Krishna, V. (2011) Introduction of the Science of Service Systems. The Science of Service Systems: Springer.
Dickson, P. H., Weaver, K. M., & Hoy, F. (2006). Opportunism in the R&D alliances of SMES: The roles of the institutional environment and SME size. Journal of Business Venturing, 21(4), 487-513.
Djellal, F., Francoz, D., Gallouj, C., Gallouj, F., & Jacquin, Y. (2003). Revising the definition of research and development in the light of the specificities of services. Science and Public Policy, 30(6), 415-429.
Duysters, G., De Man, A. P., & Wildeman, L. (1999). A network approach to alliance management. European Management Journal, 17(2), 182-187.
El-Ansary, A. I., & Stern, L. W. (1972). . Journal of Marketing research, 47-52.
Fehr, B. (2004). Intimacy Expectations in Same-Sex Friendships: A Prototype Interaction-Pattern Model. Journal of Personality and Social Psychology, 86(2), 265.
Flies, S., & Kleinaltenkamp, M. (2004). Blueprinting the service company Managing service processes efficiently. Journal of Business Research, 57(4), 392-404.
Frear, C. R. & Metcalf ,L. E. (1988). Marketing And Purchasing Of Industrial Goods: A Study Of The U.S. Commercial Aircraft Engine Industry. Paper presented at the Research Developments In International Marketing, University of Manchester Institute of Science and Technology, Manchester, United Kingdom.
Frazier, G.L. (1983). On the measurement of interfirm power in channels of distrubution. Journal of marketing research, 20(2), 158.
Fukunaga, K. (1990). Introduction to statistical pattern recognition: Academic Pr.
Gomes-Casseres, B. (1997). The alliance revolution: the new shape of business rivalry: Harvard University Press.
Gomes-Casseres, B. (2003). Constellation strategy: Managing alliance groups. Ivey Business Journal.
Gravier, M. J., Randall, W. S., & Strutton, D. (2008). Investigating the role of knowledge in alliance performance. Journal of Knowledge Management, 12(4), 117-130.
Gronroos, C. (2008). Service logic revisited: who creates value? And who co-creates?. European Business Review, 20(4), 298-314.
Hadjimanolis, A. (1999). Barriers to innovation for SMEs in a small less developed country (Cyprus). Technovation, 19(9), 561-570.
Hagedoorn, J. (2002). Inter-firm R&D partnerships: an overview of major trends and patterns since 1960. Research Policy, 31(4), 477-492.
Hakansson, H., & David, F., (2002). How should companies interact in business networks?. Journal of Business Research ,55(2), 133-139.
Hakansson, H., & Group, I. P. (1982). International marketing and purchasing of industrial goods: An interaction approach: Wiley Chichester.
Halinen, A. (1997). Relationship marketing in professional services: a study of agency-client dynamics in the advertising sector (Vol. 3): Psychology Press.
Hamel, G. (1991). Competition for competence and interpartner learning within international strategic alliances. Strategic management journal, 12(S1), 83-103.
Hannemann, J., & Kiczales, G. (2002). Design pattern implementation in Java and AspectJ.
Hemelrijk, C. (1990). A matrix partial correlation test used in investigations of reciprocity and other social interaction patterns at group level. Journal of Theoretical Biology, 143(3), 405-420.
Hevner, A. R., March, S. T., Park, J., & Ram, S. (2004). Design science in information systems research. Mis Quarterly, 75-105.
Hewitt-Dundas, N. (2006). Resource and capability constraints to innovation in small and large plants. Small Business Economics, 26(3), 257-277.
Hipp, C., & Grupp, H. (2005). Innovation in the service sector: The demand for service-specific innovation measurement concepts and typologies. Research Policy, 34(4), 517-535.
Hoffman, K., Parejo, M., Bessant, J., & Perren, L. (1998). Small rms, R&D, technology and innovation in the UK: a literature review. Technovation, 18(1), 39-55.
Insight, P. (2007). Seizing the White Space: Innovative Service Concepts in the United States. Technology Review, 205(2007).
Ireland, R. D., Hitt, M. A., & Vaidyanath, D. (2002). Alliance management as a source of competitive advantage. Journal of Management, 28(3), 413.
Johnson, J. L., Cullen, J. B., Sakano, T., & Takenouchi, H. (1996). Setting the stage for trust and strategic integration in Japanese-US cooperative alliances. Journal of International Business Studies, 981-1004.
Johnson, S. P., Menor, L. J., Roth, A. V., & Chase, R. B. (2000). A critical evaluation of the new service development process: Thousand Oaks, CA: Sage.
Juttner, U., Christopher, M., & Baker, S. (2007). Demand chain management-integrating marketing and supply chain management. Industrial Marketing Management, 36(3), 377-392.
Kaufmann, A., & Todtling, F. (2002). How effective is innovation support for SMEs? An analysis of the region of Upper Austria. Technovation, 22(3), 147-159.
Laing, A. W., & Lian, P. C. S. (2005). Inter-organisational relationships in professional services: towards a typology of service relationships. Journal of Services Marketing, 19(2), 114-128.
Leenders, M. A. A. M., & Wierenga, B. (2002). The effectiveness of different mechanisms for integrating marketing and R&D. Journal of Product Innovation Management, 19(4), 305-317.
Linnarsson, H., & Werr, A. (2004). Overcoming the innovation-alliance paradox: a case study of an explorative alliance. European Journal of Innovation Management, 7(1), 45-55.
Matlin, M. (2002). Cognition (5th). USA: Thomson Learning.
Maria, A. (1997). Introduction to modelling and simulation. In Proceedings of the 1997 Winter Simulation Conference, p. 7-13, renaissance Waverly hotel Aatlanta, Georgia
Metcalf, L. E., Frear, C. R., & Krishnan, R. (1992). Buyer-seller relationships: an application of the IMP interaction model. European Journal of Marketing, 26(2), 27-46.
Michael, S. C., & Palandjian, T. P. (2004). Organizational learning and new product introductions. Journal of Product Innovation Management, 21(4), 268-276.
Miles, G., Preece, S. B., & Baetz, M. C. (1999). Dangers of dependence: the impact of strategic alliance use by small technology-based firms. Journal of Small Business Management, 37, 20-29.
O`Farrell, P. N., & Moffat, L. A. R. (1991). An interaction model of business service production and consumption. British Journal of Management, 2(4), 205-221.
Parasuraman, A., Zeithaml A., & Berry, L. L., (1998). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
Naude, P. , Turnbell, P. W. (1998). Network Dynamics in International Marketing: Pergamon Press
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