學術產出-Theses
Article View/Open
Publication Export
-
題名 影響企業服務創新的因素與服務創新對企業績效表現的影響－以台灣銀行業為例
The determinations of service innovation and how service innovation affect firm’s performance in Taiwan’s bank industry作者 沈哲緒
Shen, Che Hsu貢獻者 簡睿哲
沈哲緒
Shen, Che Hsu關鍵詞 服務創新
企業績效表現
企業策略
組織資源網絡
領導
風險承受
市場導向
資訊科技整合
政府法規
同業模仿
企業形象
客戶忠誠度
Service Innovation
Performance
Company Strategy
Network of organizations
Leadership
Risk Tolerance
Market Orientation
IT Integration
Government Regulation
Competitor Imitate
Company Image
Customer Loyalty日期 2011 上傳時間 1-Mar-2013 09:24:30 (UTC+8) 摘要 創新是否能有助於企業成長與績效提升從過去以來一直是各文獻致力於探討的議題，隨著近年來服務業在各國產值比重有明顯上升的趨勢，許多學者更開始把較無型、較屬於服務業的創新從創新中獨立出來，並稱之為「服務創新」。每家企業的服務創新程度都會隨著企業內部資源與外部環境因素的不同而有所差異，因此本研究將著重在探討企業內外部有哪些因素可能會影響企業發展服務創新，以及在發展服務創新後是否真的能對企業績效表現有著正面的影響。 本研究透過質化的方法對四家台灣的銀行進行深入的訪談，從訪談結果和過去文獻中找出許多影響企業服務創新的因素，這些因素可以被歸納為資源基礎理論所稱的資源，企業透過強化這些內外部的資源將將可在市場上獲得競爭優勢，進而獲得較多的利潤。歸納結果後本研究做出以下論述：就企業內部資源而言（１）企業策略、組織資源與企業網絡、企業風險忍受程度、領導、市場導向皆對企業發展服務創有正面的幫助。（２）資訊科技整合平台應用在銀行業對於服務創新的幫助並不大。（３）就外部因素而言，政府因素、競爭對手模仿創新的能力將不利於企業發展服務創新。（４）企業發展服務創新將可提升整體企業形象與客戶忠誠度，這些都會促使企業績效成長。 最後，本研究根據訪談結果與次級資料發現企業內部因素中的組織資源與企業網絡是目前台灣銀行業要發展服務創新致勝的重要關鍵。此外，就企業外部因素來說，台灣目前銀行業的外部環境是不是很有利於服務創新發展，銀行應與政府主管機關多溝通協調，以改善發展環境。
Whether innovation can affect firm’s performance is an important issue from past literature review. Since service industry become higher share in GDP in many countries, Scholars has departed service innovation from innovation. Every firms have different service innovation level because of different inner and outside resources. Therefore, this research will emphasize on discussing what kind of factors might affect firm to develop service innovation, and whether service innovation can really contribute to firm’s performance. In this research I collect many factors which might affect firms to develop service innovation from deep interviews four banks in Taiwan and past literature review. With those factors, firms can create competitive advantage and earn more profit. And I sort out few proposition as below: (1) If one firm do well at Company Strategy , Network of organizations , Leadership , Risk Tolerance , Market Orientation, then it will develop service innovation better than others firms. (2) IT Integration is not an important factor for developing service innovation in Taiwan’s bank industry. (3) Government Regulation , Competitor Imitate will make disadvantage for developing service innovation. (4) Service innovation will lead better Company Image and Customer Loyalty. Finally, according to the result from interviews and secondary data, I find that Network of organizations is the most important element for bank to get advantage in service innovation. And banks should be more emphasize on reduce disadvantage from external factors.參考文獻 英文文獻Aaker, D. (2007). "Innovation, BRAND IT OR LOSE IT." CALIFORNIA MANAGEMENT REVIEW Vol. 50, NO. 1. Acedo, F. J., C. Barroso, et al. (2006). "The resource‐based theory: dissemination and main trends." Strategic Management Journal Vol.27(7): 621-636. Alina Sorescu , J. S. (2008). "Innovation`s Effect on Firm Value and Risk: Insights from Consumer Packaged Goods." Journal of Marketing Vol. 72: pp. 114-132. Atuahene-Gima, K. (1996). "Market orientation and innovation." Journal of Business Research Vol.35(2): 93–103 Barney, J. (1991). "Firm resources and sustained competitive advantage." Journal of Management Vol.17(1): 99–120. Barney, J., M. Wright, et al. (2001). "The resource-based view of the firm: Ten years after 1991." Journal of Management Vol.27(6): 625-641. Barras, R. (1990). "Interactive innovation in financial and business services: The vanguard of the service revolution." Research Policy Vol.19(3): Pages 215–237. Barton, S. L., Duchon, D. and Dunegan, K.J. (1989). "An empirical test of Staw and Ross’s prescriptions for the management of escalation of commitment behavior in organizations." Decision Sciences Vol.20 532-544. Becker, G. S. (1964). "Human Capital " new York: Columbia. Berry, L. L., Shankar, V., Parish, J.T., Cadwallader, S. and Dotzel, T. (2006). "Creating new markets through service innovation." MIT Sloan Management Review Vol.47 (2): 56-63.Bolton, M. K. (1993). "Imitation versus innovation lessons to be learned from the Japanese." Organizational Dynamics Vol. 21 No. 3,: pp. 30-46. Bulent Menguc, S. A. (2006). "Creating a Firm-Level Dynamic Capability through Capitalizing on Market Orientation and Innovativeness." Journal of the Academy of Marketing Science January vol. 34 Chandy, R. K. a. T., G.J. (1998). "Organizing for radical product innovation: The overlooked role of willingness to cannibalize." Journal of Marketing Research, Vol.35 (4): 474-487. Claude R. Martin Jr, D. A. H. (1993). "Services Innovation: Successful versus Unsuccessful Firms." International Journal of Service Industry Management Vol. 4(Iss: 1): pp.49 - 65. Crawford, C. M. a. C. A. D. B. (2000). "New Product Management." Boston: McGraw-Hill. Daft, R. L. (1978). "A dual-core model of organizational innovation." Academy of Management Journal Vol.21: 193-210. Dale L. Goodhue, M. D. W. a. L. J. K. (1992). "The Impact of Data Integration on the Costs and Benefits of Information Systems." MIS Quarterly Vol. 16, No. 3 293-311. Damanpour, F. (1991). "Organizational Innovation, A Meta-Analysis of Effects of Determinants and Moderators." The Academy of Management Journal Vol. 34, No. 3: pp. 555-590. Datta, A. (2011). "Corporate Reputation and the Commercialization of Innovation: Does Reputation Match Reality, and Does Innovation Matter?" Technology and Investment Vol.02(04): 256-272. De Jong, J. P. J. and P. A. M. Vermeulen (2003). "Organizing successful new service development: a literature review." Management Decision Vol.41(9): 844-858. Dolphin, R. R. (2004). "Corporate reputation – a value creating strategy." Corporate Governance Vol.4(3): 77-92. Eisenhardt, K. M. (1989). "Building theories from case study research." Academy of Management Review: 532-550. Ferrari, B. P., Bob (2006). "Digging for innovation." Supply Chain Management Review Vol.10(8). Forcada, H. D. a. D. H. M. A. H. (2009). "Innovation in services: present findings, and future pathways." Journal of Service Management Vol. 20 No. 2: pp. 131-155. Frederick F. Reichheld and W. Earl Sasser, J. (1990). "Zero Defections: Quality Comes to Services." Harvard Business Review. Gaia Rubera , A. H. K. (2011). "Firm Innovativeness and Its Performance Outcomes: A Meta-Analytic Review and Theoretical Integration." Journal of Marketing Vol. 76: pp. 130-147. Gioia, D. A., Schultz, M., & Gorley, K.G. (2000). "Organizational identity, image, and adaptive." Academy of Management Review 25(1): 63–81. Goffin, K. a. R. M. (2005). "Innovation management: Strategy and implementation using the pentathlon framework." Macmillan: Palgrave. Gopalakrishnan, S., Bierly, P. and Kessler, E.H. (1999). "A re-examination of product and process innovations using a knowledge-based view." The Journal of High Technology Management Research Vol. 10 No. 1,: pp. 147-166. Grønhaug, K. K., Geir (1988). "Innovation: A cross-disciplinary perspective." Norway: Norwegian University Press. Hage, J. (1980). "Theories of organizations." New York: Wiley. Howell, J. M. A., Bruce J. (1993). "Transformational leadership, transactional leadership, locus of control, and support for innovation: Key predictors of consolidated-business-unit performance." Journal of Applied Psychology Vol 78(6). Hsueh, J.-T., N.-P. Lin, et al. (2010). "The effects of network embeddedness on service innovation performance." The Service Industries Journal Vol.30(10): 1723-1736. Hurtado González, J. M., S. B. Cámara, et al. (2009). "Exploring paths between web adoption and firm performance: The mediating effect of customer satisfaction, corporate image, market expansion and internal efficiency." Total Quality Management & Business Excellence Vol.20(10): 1055-1074. Ivanchenko, V. (2011). "Innovation-Structured Reproduction and the Government." Problems of Economic Transition Vol. 53(Issue 10): p52-65. James M. Carman, E. L. (1980). "Growth strategies for service firms." Strategic Management Journal Vol. 1( Issue 1): pages 7–22. Jaworski, A. K. K. a. B. J. (1990). "Market Orientation: The Construct, Research Propositions, and Managerial Implications." Journal of Marketing Vol.54(2): 1-18. Jean Gadrey, F. G., Olivier Weinstein (1995). "New modes of innovation: How services benefit industry." International Journal of Service Industry Management Vol. 6( Iss 3): pp.4 - 16. Jin K. Han, N. K. a. R. K. S. (1998). "Market Orientation and Organizational Performance: Is Innovation a Missing Link?" Journal of Marketing Vol. 62, No. 4: pp. 30-45. Kerin, R. A., Varadarajan, P.R. and Peterson, R.A (1992). "First-mover advantage a synthesis,conceptual framework, and research propositions." The Journal of Marketing Vol. 56: pp. 33-52. Lukas, B., and Ferrell (2000). "The effect of market orientation on product innovation." Academy of Marketing Science Journal Vol. 28 No. 2: pp. 239-248. Lyons, R. K. a. C., Jennifer A. and Joyce, Caneel K. (2007). "Innovation in services: corporate culture and investment banking " California management review Vol.50: pp. 174-191. Mary Jo Bitner , A. L. O., Felicia N. Morgan (2008). "Service Blueprinting: A PRACTICAL TECHNIQUE FOR SERVICE INNOVATION." CALIFORNIA MANAGEMENT REVIEW Vol.50, NO. 3. Menor, L. J. a. R., A.V. (2007). "New service development competence in retail banking: construct development and measurement validation." Journal of Operations Management Vol. 25: pp. 825-846. Michael L Tushman, D. A. N. (1986). "Organizing for innovation." California Management Review Vol.27(10): 558-561. Neely, A. and J. Hii (1998). "Innovation and business performance: a literature review." The Judge Institute of Management Studies. Nijssen, E. J., Hillebrand, B., and Vermeulen, P. A. M. (2005). "Unraveling willingness to cannibalize: a closer look at the barrier to radical innovation." Technovation, Vol.25(12): 1400-1409 Olusola, O. and A. Ayodeji Akinlolu (2011). "Business Strategy as a Measure of Organizational Performance." International Journal of Business and Management Vol.7(1).Porter, M. E. (1985). "Competitive advantages." Creating and Sustaining Superior Performance. Reilly, F. K., F. T. Griggs, et al. (1983). "Determinants of the aggregate stock market earnings multiple." Journal of Portfolio Management Vol. 10 (Issue 1): p36-45. Reinartz, W., B. Dellaert, et al. (2011). "Retailing Innovations in a Globalizing Retail Market Environment." Journal of Retailing Vol.87: S53-S66. Renu Agarwal, W. S. (2009). "Dynamic Capability Building in Service Value Networks for Achieving Service Innovation." The Author Journal compilation Vol. 40( Issue 3): pages 431–475. Riordan, C. M., R. D. Gatewood, et al. (1997). "Corporate Image Employee Reactions and Implications for Managing Corporate Social Performance." Journal of Business Ethics Vol.16: 401-412. Robert F. Luscha, S. L. V., Matthew O’Brienc (2007). "Competing through service: Insights from service-dominant logic." Journal of Retailing Vol.83,( Issue 1, ): Pages 5–18 Roth, L. J. M. A. V. (2007). "New service development competence in retail banking: Construct development and measurement validation." Journal of Operations Management Vol. 25( Issue 4,): Pages 825–846.Sanders, N. R. (2007). "An empirical study of the impact of e-business technologies on organizational collaboration and performance." Journal of Operations Management Vol.25: 1332-1347. Schnaars, S. P. (1994). "Managing imitation strategies: How later entrants seize markets from pioneers " Journal of Business Strategy. Shaker A. Zahra, J. G. C. (1993). "Business strategy, technology policy and firm performance." Strategic Management Journal Vol. 14,(Issue 6,): pages 451–478. Sharma, A. W. J. S. (2004). "Customer Knowledge Development: Antecedents and Impact on New Product Performance." Journal of Marketing Vol. 68, No. 4: pp. 47-59. Shelby D. Hunt, R. M. M. (1996). "The Resource-Advantage Theory of Competition: Dynamics, Path Dependencies, and Evolutionary Dimensions." Journal of Marketing Vol. 60, No. 4: pp. 107-114. Shostack, G. L. (1984). "Designing Services that Deliver." Harvard Business Review Vol.62: 133-139 Sirri, E. R., Peter Tufano (1993). "Competition and change in the mutual fund industry." Financial Services, Perspective and Challenge: 181-214. Staelin, W. B. a. R. (1995). "Identifying Generalizable Effects of Strategic Actions on Firm Performance: The Case of Demand-Side Returns to R&D Spending." Marketing Science vol. 14 no. 3. Takada, H. J., Dipak (1991). "Cross National Analysis of Diffusion of Consumer Durable Goods in Pacific Rim Countries." Journal of Marketing Vol.55(2): p48-54. Tomer, J. F. (1987). Organizational capital: The path to higher productivity and well-being, Praeger New York. Vargo, S. L. a. L., R.F (2008). "Service-dominant logic: continuing the evolution " Journal of the Academy of Marketing Science Journal Vol.36 (1)(1-10). Wade, M., and J. Hulland(2004). "Review: The resource-based view and information systems research: Review, extension, and suggestions for future research. " MIS Quarterly Vol.28(1):107-142.Wang, W., H. S. Hsu, et al. (2010). "Developing and Validating Service Innovation Readiness." Pacific Asia Conference on Information Systems (PACIS). Weinsteinb, F. G. O. (1998). "Innovation in services." Research Policy Vol.26(Issues 4–5,): Pages 537–556. williamson, O. (1975). "market and hierarchy." new York: free press. Woratschek, H. and C. Horbel (2006). "Are Variety-Seekers Bad Customers?" Journal of Relationship Marketing Vol.4(3-4): 43-57. Yin, R. K. (2009). Case study research: Design and methods, Sage publications, INC. Yukl, G. (1998). "Leadership in Organization." Prentice-Hall,Upper Saddle River,NJ. Zhou, K. Z. (2006). "Innovation, imitation, and new product performance, the case of China." Industrial Marketing Management Vol. 35 No. 3,: pp. 394-402.中文文獻遠見雜誌2010年1月號刊，PP.252-278遠見雜誌2012年2月號刊，PP.101-122網頁資料行政院主計處：http://www.dgbas.gov.tw/mp.asp?mp=1ECFA兩岸經濟合作架構協議：http://www.ecfa.org.tw/國家政策研究基金會--全球資訊網：http://www.npf.org.tw/中央銀行全球資訊網：http://www.cbc.gov.tw/mp1.html行政院金融監督管理委員會：http://www.fsc.gov.tw/ch/ 描述 碩士
國立政治大學
國際經營與貿易研究所
99351038
100資料來源 http://thesis.lib.nccu.edu.tw/record/#G0099351038 資料類型 thesis dc.contributor.advisor 簡睿哲 zh_TW dc.contributor.author (Authors) 沈哲緒 zh_TW dc.contributor.author (Authors) Shen, Che Hsu en_US dc.creator (作者) 沈哲緒 zh_TW dc.creator (作者) Shen, Che Hsu en_US dc.date (日期) 2011 en_US dc.date.accessioned 1-Mar-2013 09:24:30 (UTC+8) - dc.date.available 1-Mar-2013 09:24:30 (UTC+8) - dc.date.issued (上傳時間) 1-Mar-2013 09:24:30 (UTC+8) - dc.identifier (Other Identifiers) G0099351038 en_US dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/57039 - dc.description (描述) 碩士 zh_TW dc.description (描述) 國立政治大學 zh_TW dc.description (描述) 國際經營與貿易研究所 zh_TW dc.description (描述) 99351038 zh_TW dc.description (描述) 100 zh_TW dc.description.abstract (摘要) 創新是否能有助於企業成長與績效提升從過去以來一直是各文獻致力於探討的議題，隨著近年來服務業在各國產值比重有明顯上升的趨勢，許多學者更開始把較無型、較屬於服務業的創新從創新中獨立出來，並稱之為「服務創新」。每家企業的服務創新程度都會隨著企業內部資源與外部環境因素的不同而有所差異，因此本研究將著重在探討企業內外部有哪些因素可能會影響企業發展服務創新，以及在發展服務創新後是否真的能對企業績效表現有著正面的影響。 本研究透過質化的方法對四家台灣的銀行進行深入的訪談，從訪談結果和過去文獻中找出許多影響企業服務創新的因素，這些因素可以被歸納為資源基礎理論所稱的資源，企業透過強化這些內外部的資源將將可在市場上獲得競爭優勢，進而獲得較多的利潤。歸納結果後本研究做出以下論述：就企業內部資源而言（１）企業策略、組織資源與企業網絡、企業風險忍受程度、領導、市場導向皆對企業發展服務創有正面的幫助。（２）資訊科技整合平台應用在銀行業對於服務創新的幫助並不大。（３）就外部因素而言，政府因素、競爭對手模仿創新的能力將不利於企業發展服務創新。（４）企業發展服務創新將可提升整體企業形象與客戶忠誠度，這些都會促使企業績效成長。 最後，本研究根據訪談結果與次級資料發現企業內部因素中的組織資源與企業網絡是目前台灣銀行業要發展服務創新致勝的重要關鍵。此外，就企業外部因素來說，台灣目前銀行業的外部環境是不是很有利於服務創新發展，銀行應與政府主管機關多溝通協調，以改善發展環境。 zh_TW dc.description.abstract (摘要) Whether innovation can affect firm’s performance is an important issue from past literature review. Since service industry become higher share in GDP in many countries, Scholars has departed service innovation from innovation. Every firms have different service innovation level because of different inner and outside resources. Therefore, this research will emphasize on discussing what kind of factors might affect firm to develop service innovation, and whether service innovation can really contribute to firm’s performance. In this research I collect many factors which might affect firms to develop service innovation from deep interviews four banks in Taiwan and past literature review. With those factors, firms can create competitive advantage and earn more profit. And I sort out few proposition as below: (1) If one firm do well at Company Strategy , Network of organizations , Leadership , Risk Tolerance , Market Orientation, then it will develop service innovation better than others firms. (2) IT Integration is not an important factor for developing service innovation in Taiwan’s bank industry. (3) Government Regulation , Competitor Imitate will make disadvantage for developing service innovation. (4) Service innovation will lead better Company Image and Customer Loyalty. Finally, according to the result from interviews and secondary data, I find that Network of organizations is the most important element for bank to get advantage in service innovation. And banks should be more emphasize on reduce disadvantage from external factors. en_US dc.description.tableofcontents 第一章 緒論 1第一節 研究背景與動機 1第二節 研究議題 2第三節 研究範圍－台灣的銀行業 2第二章 文獻回顧 3第一節 服務 3第二節 創新 4第三節 服務創新 6第四節 金融業 10第五節 服務創新與績效表現間的關係 13第六節 本研究引用之架構模型 15第七節 服務創新與資源基礎理論 16第三章 方法論 18第一節 研究方法 18第二節 資料蒐集 19第四章 整合模型架構與論述 23第一節 服務創新的定義 23第二節 服務創新在銀行業的重要性 25第三節 受訪銀行的服務創新內容 27第四節 銀行業服務創新的前項影響因素 29第五節 企業績效表現之定義與衡量指標 51第六節 服務創新與績效表現間的關連度 53第七節 本研究之整合模型架構 59第八節 受訪銀行整體服務創新程度排名 61第九節 服務創新對於績效表現影響之探討 65第十節 企業外部因素對於服務創新影響之探討 68第五章 研究發現與貢獻 72第一節 研究結果與研究貢獻 72第二節 本研究特殊發現之整理與總結 76第六章 研究限制與未來研究方向 78參考資料 79附件-訪談大綱 86 zh_TW dc.language.iso en_US - dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0099351038 en_US dc.subject (關鍵詞) 服務創新 zh_TW dc.subject (關鍵詞) 企業績效表現 zh_TW dc.subject (關鍵詞) 企業策略 zh_TW dc.subject (關鍵詞) 組織資源網絡 zh_TW dc.subject (關鍵詞) 領導 zh_TW dc.subject (關鍵詞) 風險承受 zh_TW dc.subject (關鍵詞) 市場導向 zh_TW dc.subject (關鍵詞) 資訊科技整合 zh_TW dc.subject (關鍵詞) 政府法規 zh_TW dc.subject (關鍵詞) 同業模仿 zh_TW dc.subject (關鍵詞) 企業形象 zh_TW dc.subject (關鍵詞) 客戶忠誠度 zh_TW dc.subject (關鍵詞) Service Innovation en_US dc.subject (關鍵詞) Performance en_US dc.subject (關鍵詞) Company Strategy en_US dc.subject (關鍵詞) Network of organizations en_US dc.subject (關鍵詞) Leadership en_US dc.subject (關鍵詞) Risk Tolerance en_US dc.subject (關鍵詞) Market Orientation en_US dc.subject (關鍵詞) IT Integration en_US dc.subject (關鍵詞) Government Regulation en_US dc.subject (關鍵詞) Competitor Imitate en_US dc.subject (關鍵詞) Company Image en_US dc.subject (關鍵詞) Customer Loyalty en_US dc.title (題名) 影響企業服務創新的因素與服務創新對企業績效表現的影響－以台灣銀行業為例 zh_TW dc.title (題名) The determinations of service innovation and how service innovation affect firm’s performance in Taiwan’s bank industry en_US dc.type (資料類型) thesis en dc.relation.reference (參考文獻) 英文文獻Aaker, D. (2007). "Innovation, BRAND IT OR LOSE IT." CALIFORNIA MANAGEMENT REVIEW Vol. 50, NO. 1. Acedo, F. J., C. Barroso, et al. (2006). "The resource‐based theory: dissemination and main trends." Strategic Management Journal Vol.27(7): 621-636. Alina Sorescu , J. S. (2008). "Innovation`s Effect on Firm Value and Risk: Insights from Consumer Packaged Goods." Journal of Marketing Vol. 72: pp. 114-132. Atuahene-Gima, K. (1996). "Market orientation and innovation." Journal of Business Research Vol.35(2): 93–103 Barney, J. (1991). "Firm resources and sustained competitive advantage." Journal of Management Vol.17(1): 99–120. Barney, J., M. Wright, et al. (2001). "The resource-based view of the firm: Ten years after 1991." Journal of Management Vol.27(6): 625-641. Barras, R. (1990). "Interactive innovation in financial and business services: The vanguard of the service revolution." Research Policy Vol.19(3): Pages 215–237. Barton, S. L., Duchon, D. and Dunegan, K.J. (1989). "An empirical test of Staw and Ross’s prescriptions for the management of escalation of commitment behavior in organizations." Decision Sciences Vol.20 532-544. Becker, G. S. (1964). "Human Capital " new York: Columbia. Berry, L. L., Shankar, V., Parish, J.T., Cadwallader, S. and Dotzel, T. (2006). "Creating new markets through service innovation." MIT Sloan Management Review Vol.47 (2): 56-63.Bolton, M. K. (1993). "Imitation versus innovation lessons to be learned from the Japanese." Organizational Dynamics Vol. 21 No. 3,: pp. 30-46. Bulent Menguc, S. A. (2006). "Creating a Firm-Level Dynamic Capability through Capitalizing on Market Orientation and Innovativeness." Journal of the Academy of Marketing Science January vol. 34 Chandy, R. K. a. T., G.J. (1998). "Organizing for radical product innovation: The overlooked role of willingness to cannibalize." Journal of Marketing Research, Vol.35 (4): 474-487. Claude R. Martin Jr, D. A. H. (1993). "Services Innovation: Successful versus Unsuccessful Firms." International Journal of Service Industry Management Vol. 4(Iss: 1): pp.49 - 65. Crawford, C. M. a. C. A. D. B. (2000). "New Product Management." Boston: McGraw-Hill. Daft, R. L. (1978). "A dual-core model of organizational innovation." Academy of Management Journal Vol.21: 193-210. Dale L. Goodhue, M. D. W. a. L. J. K. (1992). "The Impact of Data Integration on the Costs and Benefits of Information Systems." MIS Quarterly Vol. 16, No. 3 293-311. Damanpour, F. (1991). "Organizational Innovation, A Meta-Analysis of Effects of Determinants and Moderators." The Academy of Management Journal Vol. 34, No. 3: pp. 555-590. Datta, A. (2011). "Corporate Reputation and the Commercialization of Innovation: Does Reputation Match Reality, and Does Innovation Matter?" Technology and Investment Vol.02(04): 256-272. De Jong, J. P. J. and P. A. M. Vermeulen (2003). "Organizing successful new service development: a literature review." Management Decision Vol.41(9): 844-858. Dolphin, R. R. (2004). "Corporate reputation – a value creating strategy." Corporate Governance Vol.4(3): 77-92. Eisenhardt, K. M. (1989). "Building theories from case study research." Academy of Management Review: 532-550. Ferrari, B. P., Bob (2006). "Digging for innovation." Supply Chain Management Review Vol.10(8). Forcada, H. D. a. D. H. M. A. H. (2009). "Innovation in services: present findings, and future pathways." Journal of Service Management Vol. 20 No. 2: pp. 131-155. Frederick F. Reichheld and W. Earl Sasser, J. (1990). "Zero Defections: Quality Comes to Services." Harvard Business Review. Gaia Rubera , A. H. K. (2011). "Firm Innovativeness and Its Performance Outcomes: A Meta-Analytic Review and Theoretical Integration." Journal of Marketing Vol. 76: pp. 130-147. Gioia, D. A., Schultz, M., & Gorley, K.G. (2000). "Organizational identity, image, and adaptive." Academy of Management Review 25(1): 63–81. Goffin, K. a. R. M. (2005). "Innovation management: Strategy and implementation using the pentathlon framework." Macmillan: Palgrave. Gopalakrishnan, S., Bierly, P. and Kessler, E.H. (1999). "A re-examination of product and process innovations using a knowledge-based view." The Journal of High Technology Management Research Vol. 10 No. 1,: pp. 147-166. Grønhaug, K. K., Geir (1988). "Innovation: A cross-disciplinary perspective." Norway: Norwegian University Press. Hage, J. (1980). "Theories of organizations." New York: Wiley. Howell, J. M. A., Bruce J. (1993). "Transformational leadership, transactional leadership, locus of control, and support for innovation: Key predictors of consolidated-business-unit performance." Journal of Applied Psychology Vol 78(6). Hsueh, J.-T., N.-P. Lin, et al. (2010). "The effects of network embeddedness on service innovation performance." The Service Industries Journal Vol.30(10): 1723-1736. Hurtado González, J. M., S. B. Cámara, et al. (2009). "Exploring paths between web adoption and firm performance: The mediating effect of customer satisfaction, corporate image, market expansion and internal efficiency." Total Quality Management & Business Excellence Vol.20(10): 1055-1074. Ivanchenko, V. (2011). "Innovation-Structured Reproduction and the Government." Problems of Economic Transition Vol. 53(Issue 10): p52-65. James M. Carman, E. L. (1980). "Growth strategies for service firms." Strategic Management Journal Vol. 1( Issue 1): pages 7–22. Jaworski, A. K. K. a. B. J. (1990). "Market Orientation: The Construct, Research Propositions, and Managerial Implications." Journal of Marketing Vol.54(2): 1-18. Jean Gadrey, F. G., Olivier Weinstein (1995). "New modes of innovation: How services benefit industry." International Journal of Service Industry Management Vol. 6( Iss 3): pp.4 - 16. Jin K. Han, N. K. a. R. K. S. (1998). "Market Orientation and Organizational Performance: Is Innovation a Missing Link?" Journal of Marketing Vol. 62, No. 4: pp. 30-45. Kerin, R. A., Varadarajan, P.R. and Peterson, R.A (1992). "First-mover advantage a synthesis,conceptual framework, and research propositions." The Journal of Marketing Vol. 56: pp. 33-52. Lukas, B., and Ferrell (2000). "The effect of market orientation on product innovation." Academy of Marketing Science Journal Vol. 28 No. 2: pp. 239-248. Lyons, R. K. a. C., Jennifer A. and Joyce, Caneel K. (2007). "Innovation in services: corporate culture and investment banking " California management review Vol.50: pp. 174-191. Mary Jo Bitner , A. L. O., Felicia N. Morgan (2008). "Service Blueprinting: A PRACTICAL TECHNIQUE FOR SERVICE INNOVATION." CALIFORNIA MANAGEMENT REVIEW Vol.50, NO. 3. Menor, L. J. a. R., A.V. (2007). "New service development competence in retail banking: construct development and measurement validation." Journal of Operations Management Vol. 25: pp. 825-846. Michael L Tushman, D. A. N. (1986). "Organizing for innovation." California Management Review Vol.27(10): 558-561. Neely, A. and J. Hii (1998). "Innovation and business performance: a literature review." The Judge Institute of Management Studies. Nijssen, E. J., Hillebrand, B., and Vermeulen, P. A. M. (2005). "Unraveling willingness to cannibalize: a closer look at the barrier to radical innovation." Technovation, Vol.25(12): 1400-1409 Olusola, O. and A. Ayodeji Akinlolu (2011). "Business Strategy as a Measure of Organizational Performance." International Journal of Business and Management Vol.7(1).Porter, M. E. (1985). "Competitive advantages." Creating and Sustaining Superior Performance. Reilly, F. K., F. T. Griggs, et al. (1983). "Determinants of the aggregate stock market earnings multiple." Journal of Portfolio Management Vol. 10 (Issue 1): p36-45. Reinartz, W., B. Dellaert, et al. (2011). "Retailing Innovations in a Globalizing Retail Market Environment." Journal of Retailing Vol.87: S53-S66. Renu Agarwal, W. S. (2009). "Dynamic Capability Building in Service Value Networks for Achieving Service Innovation." The Author Journal compilation Vol. 40( Issue 3): pages 431–475. Riordan, C. M., R. D. Gatewood, et al. (1997). "Corporate Image Employee Reactions and Implications for Managing Corporate Social Performance." Journal of Business Ethics Vol.16: 401-412. Robert F. Luscha, S. L. V., Matthew O’Brienc (2007). "Competing through service: Insights from service-dominant logic." Journal of Retailing Vol.83,( Issue 1, ): Pages 5–18 Roth, L. J. M. A. V. (2007). "New service development competence in retail banking: Construct development and measurement validation." Journal of Operations Management Vol. 25( Issue 4,): Pages 825–846.Sanders, N. R. (2007). "An empirical study of the impact of e-business technologies on organizational collaboration and performance." Journal of Operations Management Vol.25: 1332-1347. Schnaars, S. P. (1994). "Managing imitation strategies: How later entrants seize markets from pioneers " Journal of Business Strategy. Shaker A. Zahra, J. G. C. (1993). "Business strategy, technology policy and firm performance." Strategic Management Journal Vol. 14,(Issue 6,): pages 451–478. Sharma, A. W. J. S. (2004). "Customer Knowledge Development: Antecedents and Impact on New Product Performance." Journal of Marketing Vol. 68, No. 4: pp. 47-59. Shelby D. Hunt, R. M. M. (1996). "The Resource-Advantage Theory of Competition: Dynamics, Path Dependencies, and Evolutionary Dimensions." Journal of Marketing Vol. 60, No. 4: pp. 107-114. Shostack, G. L. (1984). "Designing Services that Deliver." Harvard Business Review Vol.62: 133-139 Sirri, E. R., Peter Tufano (1993). "Competition and change in the mutual fund industry." Financial Services, Perspective and Challenge: 181-214. Staelin, W. B. a. R. (1995). "Identifying Generalizable Effects of Strategic Actions on Firm Performance: The Case of Demand-Side Returns to R&D Spending." Marketing Science vol. 14 no. 3. Takada, H. J., Dipak (1991). "Cross National Analysis of Diffusion of Consumer Durable Goods in Pacific Rim Countries." Journal of Marketing Vol.55(2): p48-54. Tomer, J. F. (1987). Organizational capital: The path to higher productivity and well-being, Praeger New York. Vargo, S. L. a. L., R.F (2008). "Service-dominant logic: continuing the evolution " Journal of the Academy of Marketing Science Journal Vol.36 (1)(1-10). Wade, M., and J. Hulland(2004). "Review: The resource-based view and information systems research: Review, extension, and suggestions for future research. " MIS Quarterly Vol.28(1):107-142.Wang, W., H. S. Hsu, et al. (2010). "Developing and Validating Service Innovation Readiness." Pacific Asia Conference on Information Systems (PACIS). Weinsteinb, F. G. O. (1998). "Innovation in services." Research Policy Vol.26(Issues 4–5,): Pages 537–556. williamson, O. (1975). "market and hierarchy." new York: free press. Woratschek, H. and C. Horbel (2006). "Are Variety-Seekers Bad Customers?" Journal of Relationship Marketing Vol.4(3-4): 43-57. Yin, R. K. (2009). Case study research: Design and methods, Sage publications, INC. Yukl, G. (1998). "Leadership in Organization." Prentice-Hall,Upper Saddle River,NJ. Zhou, K. Z. (2006). "Innovation, imitation, and new product performance, the case of China." Industrial Marketing Management Vol. 35 No. 3,: pp. 394-402.中文文獻遠見雜誌2010年1月號刊，PP.252-278遠見雜誌2012年2月號刊，PP.101-122網頁資料行政院主計處：http://www.dgbas.gov.tw/mp.asp?mp=1ECFA兩岸經濟合作架構協議：http://www.ecfa.org.tw/國家政策研究基金會--全球資訊網：http://www.npf.org.tw/中央銀行全球資訊網：http://www.cbc.gov.tw/mp1.html行政院金融監督管理委員會：http://www.fsc.gov.tw/ch/ zh_TW
