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題名 企業發展服務創新的組織方式之研究
An Empirical Study of Organizing for Service Innovation
作者 宋彥儒
Song, Yan Ru
貢獻者 吳豐祥
Wu, Feng Shang
宋彥儒
Song, Yan Ru
關鍵詞 服務創新
組織設計
人力資源
跨部門連結
外部連結
知識取得
Service innovation
Organizing
Human resources management
Interdepartment connection
External links
Knowledge acquisition
日期 2013
上傳時間 1-Sep-2014 13:56:35 (UTC+8)
摘要 製造業一直是台灣產業的強者，但隨著全球經濟發展，台灣製造業所獲毛利逐漸縮減以及服務業角色愈加重要之下，或許服務業所發展的「服務創新」，是拯救台灣低價值循環的一道解藥。過往國內外有關服務創新的研究，大都偏向於專案層次的探討，對於組織層級的著墨很少，其中有關「組織方式（Organizing）」的研究又更少。本研究認為組織方式的研究成果，可以使企業於發展服務創新的過程中，更知道如何有效地建構組織創新平台，以達到建立核心優勢與提升績效的目標。本研究以「組織設計」、「創新研發人力資源管理」、「新服務商品開發」與「外部知識取得」等四大構面為主軸，並針對國內在服務創新與服務力上表現優異的兩家企業－全家便利商店與王品集團，進行深入的個案研究。初步得到了以下的結論：

(1)發展服務創新的企業，在組織設計上除了具有正式化的組織外，也會強調系統化的非正式組織，前者適合有形服務商品的開發，後者適合無形服務的發展。此外，因為服務的無形性，也會強調跨部門之間的互動與合作。
(2)發展服務創新的企業，在創新人力資源管理上，會特別著重於與接觸第一線顧客的員工之互動。在創新人力績效衡量方面，則會將顧客滿意度納入評核項目。
(3)發展服務創新的企業，在外部連結與知識取得上，會以開放式創新的概念積極向外獲取所需之技術知識與市場知識，並且讓顧客參與新服務的開發過程。

最後，本研究並提出實務上與後續研究上的建議。
Taiwan`s manufacturing industry has always been strong, but its gained profit margin has been gradually decreasing as the globlal competitition becomes fierce. On the other hand, the service industry plays a more important role than before in the economic development, and “service innovations” might become one of the key solutions to enhance the industrial added values and welfares. Most of the past researches related to service innovations are focused on the “project” level and very few studies are conducted at the “corporate” level, particulary concerning the issue of organizing. We believe the research results of organizing for service innovations can help enterprises set up a better organizational innovation platform in order to build core competence and to enhance performance. This study establishes a research framework with four major constructs: organizing, innovative human resources management, new service development process and external sourcing of knowledge and selects two innovative companies: the FamilyMart and WowPrime Group, for the case study in depth. Three major preliminary conclusions obtained from this study are as follows:

(1)As far as organizaing for service innovation is concerned, the firm may use both formal and informal organization. The former one fits better for the tangible service products; and the latter one for intangible service products. Furthermore, the firm will emphasize the interdepartmental connection as the service itself is somewhat intangible per se.

(2)As far as organizaing for service innovation is concerned, the firm will emphasize the interaction with the employees who have direct contacts with customers. Furthermore, the firm will include the customer satisfaction as one of the key performance indeices (KPI).

(3)As far as organizaing for service innovation is concerned, the firm will actively acquire both of technical knowledge and market knowledge and will invite customers to participate in the development process of new services.

Finally, this study draws some recommendations for both practititioners and follow-up researchers.
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描述 碩士
國立政治大學
科技管理與智慧財產研究所
101359026
102
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0101359026
資料類型 thesis
dc.contributor.advisor 吳豐祥zh_TW
dc.contributor.advisor Wu, Feng Shangen_US
dc.contributor.author (Authors) 宋彥儒zh_TW
dc.contributor.author (Authors) Song, Yan Ruen_US
dc.creator (作者) 宋彥儒zh_TW
dc.creator (作者) Song, Yan Ruen_US
dc.date (日期) 2013en_US
dc.date.accessioned 1-Sep-2014 13:56:35 (UTC+8)-
dc.date.available 1-Sep-2014 13:56:35 (UTC+8)-
dc.date.issued (上傳時間) 1-Sep-2014 13:56:35 (UTC+8)-
dc.identifier (Other Identifiers) G0101359026en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/69496-
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) 101359026zh_TW
dc.description (描述) 102zh_TW
dc.description.abstract (摘要) 製造業一直是台灣產業的強者，但隨著全球經濟發展，台灣製造業所獲毛利逐漸縮減以及服務業角色愈加重要之下，或許服務業所發展的「服務創新」，是拯救台灣低價值循環的一道解藥。過往國內外有關服務創新的研究，大都偏向於專案層次的探討，對於組織層級的著墨很少，其中有關「組織方式（Organizing）」的研究又更少。本研究認為組織方式的研究成果，可以使企業於發展服務創新的過程中，更知道如何有效地建構組織創新平台，以達到建立核心優勢與提升績效的目標。本研究以「組織設計」、「創新研發人力資源管理」、「新服務商品開發」與「外部知識取得」等四大構面為主軸，並針對國內在服務創新與服務力上表現優異的兩家企業－全家便利商店與王品集團，進行深入的個案研究。初步得到了以下的結論：

(1)發展服務創新的企業，在組織設計上除了具有正式化的組織外，也會強調系統化的非正式組織，前者適合有形服務商品的開發，後者適合無形服務的發展。此外，因為服務的無形性，也會強調跨部門之間的互動與合作。
(2)發展服務創新的企業，在創新人力資源管理上，會特別著重於與接觸第一線顧客的員工之互動。在創新人力績效衡量方面，則會將顧客滿意度納入評核項目。
(3)發展服務創新的企業，在外部連結與知識取得上，會以開放式創新的概念積極向外獲取所需之技術知識與市場知識，並且讓顧客參與新服務的開發過程。

最後，本研究並提出實務上與後續研究上的建議。		zh_TW
dc.description.abstract (摘要) Taiwan`s manufacturing industry has always been strong, but its gained profit margin has been gradually decreasing as the globlal competitition becomes fierce. On the other hand, the service industry plays a more important role than before in the economic development, and “service innovations” might become one of the key solutions to enhance the industrial added values and welfares. Most of the past researches related to service innovations are focused on the “project” level and very few studies are conducted at the “corporate” level, particulary concerning the issue of organizing. We believe the research results of organizing for service innovations can help enterprises set up a better organizational innovation platform in order to build core competence and to enhance performance. This study establishes a research framework with four major constructs: organizing, innovative human resources management, new service development process and external sourcing of knowledge and selects two innovative companies: the FamilyMart and WowPrime Group, for the case study in depth. Three major preliminary conclusions obtained from this study are as follows:

(1)As far as organizaing for service innovation is concerned, the firm may use both formal and informal organization. The former one fits better for the tangible service products; and the latter one for intangible service products. Furthermore, the firm will emphasize the interdepartmental connection as the service itself is somewhat intangible per se.

(2)As far as organizaing for service innovation is concerned, the firm will emphasize the interaction with the employees who have direct contacts with customers. Furthermore, the firm will include the customer satisfaction as one of the key performance indeices (KPI).

(3)As far as organizaing for service innovation is concerned, the firm will actively acquire both of technical knowledge and market knowledge and will invite customers to participate in the development process of new services.

Finally, this study draws some recommendations for both practititioners and follow-up researchers.		en_US
dc.description.tableofcontents 誌謝 II
摘要 III
目次 V
表目錄 VI
圖目錄 VII
第一章 緒論 1
第一節 研究背景 1
第二節 研究動機與問題 2
第三節 論文架構 3
第二章 文獻探討 4
第一節 組織設計之相關研究 4
第二節 服務創新之相關研究 10
第三節 創新研發人力資源管理之相關研究 31
第四節 外部連結與知識取得之相關研究 34
第五節 小結 46
第三章 研究方法 47
第一節 研究架構 47
第二節 研究變項定義 48
第三節 研究設計 54
第四章 個案研究 66
第一節 全家便利商店個案 66
第二節 王品餐飲個案 87
第五章 命題與討論 111
第六章 結論與建議 120
第一節 研究結論 120
第二節 實務上的建議 121
第三節 後續研究建議 122
參考文獻 124		zh_TW
dc.format.extent 1565467 bytes-
dc.format.mimetype application/pdf-
dc.language.iso en_US-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0101359026en_US
dc.subject (關鍵詞) 服務創新zh_TW
dc.subject (關鍵詞) 組織設計zh_TW
dc.subject (關鍵詞) 人力資源zh_TW
dc.subject (關鍵詞) 跨部門連結zh_TW
dc.subject (關鍵詞) 外部連結zh_TW
dc.subject (關鍵詞) 知識取得zh_TW
dc.subject (關鍵詞) Service innovationen_US
dc.subject (關鍵詞) Organizingen_US
dc.subject (關鍵詞) Human resources managementen_US
dc.subject (關鍵詞) Interdepartment connectionen_US
dc.subject (關鍵詞) External linksen_US
dc.subject (關鍵詞) Knowledge acquisitionen_US
dc.title (題名) 企業發展服務創新的組織方式之研究zh_TW
dc.title (題名) An Empirical Study of Organizing for Service Innovationen_US
dc.type (資料類型) thesisen
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