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系統識別號 U0026-0107201418024800
論文名稱(中文) 動態能力、服務創新、服務品質與市場績效之關聯性研究
論文名稱(英文) The Influences of Dynamic Capabilities and Service Innovation on Service Quality and Market Performance
校院名稱 成功大學
系所名稱(中) 國際企業研究所
系所名稱(英) Institute of International Business
學年度 102
學期 2
出版年 103
研究生(中文) 余婷婷
研究生(英文) Ting Ting Yu
學號 R66015018
學位類別 碩士
語文別 英文
論文頁數 74頁
口試委員 口試委員-李亭林
口試委員-蔡惠婷
指導教授-劉佳玲
中文關鍵字 動態能力  服務創新  服務品質  市場績效 
英文關鍵字 Dynamic Capabilities  Service Innovation  Service Quality  Market Performance 
學科別分類
中文摘要 近年來,無論是在製造業還是服務業,服務的重要性都在顯著地成長。服務活動的增長和服務品質要求的提升促使企業對服務創新有更迫切的需求。服務創新能夠影響客戶與供應商的互動,改善客戶體驗,並提高組織的能力來創造價值。過往對於服務創新的研究都著重於運用靜態視圖來分析服務本身的性質以及影響服務的一些因素,這些研究主要是從服務本身的結構以及企業本身所擁有的資源來分析服務而忽略了瞬息萬變的市場趨勢。所以為了能夠完全符合不斷變化中的市場和科技技術,企業對於動態能力的需求也越來越大。所謂的動態能力指的是專注於在快速變化的環境中,企業如何隨著時間的推移去獲得、保持和更新資源。
本研究旨在了解動態能力如何影響不同類型的服務創新,從而帶來更好的市場表現和服務品質。本研究使用量化研究方法來收集資料。
研究結果表明:(1)感知能力對於漸進式服務創新有正面的影響。而感知能力對於漸進式服務創新的影響比激進式服務創的影響多。 (2)擷取能力對漸進式和激進式服務創新都有正面的影響。而擷取能力對於漸進式服務創新的影響比激進式服務創的影響多。 (3)重組能力對於激進式服務創新有正面的影響。而重組能力對激進式服務創新的影響比漸進式服務創新影響多。 (4)漸進式和激進式服務創新都對市場績效和服務質量都有正相關。
英文摘要 Services is significantly growing in both manufacturing and service industries. The growth of service activities and the increased demand in service quality have resulted in the emerging need for innovation in service. Service innovation can impact customer-provider interaction, improve customer experience and enhance the capability of organizations to create value. The research up to date in service innovation has been limited to nature of service and the influential factors by using the static view. It mainly analyze the service from the resource and structural point of view. However, for the purpose of perfectly matching the continuous change of market and technology, there is an increased interest in the needs of dynamic capabilities. Dynamic capabilities focuses on obtain, maintain and update the resource over time in respond to rapidly changing environment. This study intends to understand how dynamic capabilities influence different types of service innovation and in turn lead to better market performance and service quality. A qualitative research approach is employed to collect the data.
The results of study show: (1) sensing capabilities have positive influence on incremental service innovation. A sensing capabilities have more influences on incremental service innovation than radical service innovation. (2) Seizing capabilities have positive influence on both incremental and radical service innovation. A seizing capabilities have more influences on incremental service innovation than radical service innovation. (3) Reconfiguring capabilities is positive associated with radical service innovation. And reconfiguring capabilities have more influences on radical service innovation than incremental service innovation. (4) Both incremental and radical service innovation are positive associated with market performance and service quality.
論文目次 CHAPTER ONE INTRODUCTION 1
1.1 Research Background and Motivations 1
1.2 Research Objective 4
1.3 Research Procedures 5
CHAPTER TWO LITERATURE REVIEW 7
2.1 Dynamic Capabilities 7
2.1.1 Sensing Capabilities 10
2.1.2 Seizing capabilities 11
2.1.3 Reconfiguring capabilities 12
2.2 Service Innovation 13
2.2.1 Incremental Service Innovation 14
2.2.2 Radical Service Innovation 16
2.3 Market Performance 17
2.4 Service Quality 18
CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY 21
3.1 Conceptual Framework 21
3.2 Research Hypotheses 22
3.3 Operational Definition and Construct Measurement 27
3.4 Survey Design and Sampling 33
3.5 Data Analysis Procedure and Tools 34
CHAPTER 4 RESULTS OF DATA ANALYSIS 38
4.1 Descriptive Analysis 38
4.1.1 Background and Profile Analysis 38
4.1.2 Measurement Results for Relevant Research Variables 41
4.2 Non-Response Bias 42
4.3 Common Method Bias 43
4.4 Measurement Model Assessment 44
4.4.1 Overall Model Fit 44
4.4.2 Construct Validity 45
4.5 Structural Model Assessment 49
4.5.1 Control Variables 50
4.5.2 Hypothesis Test 51
4.6 Competing Model Assessment 53
CHAPTER 5 CONCLUSIONS AND FUTURE IMPLICATIONS 55
5.1 Conclusions 55
5.2 Theoretical Implications 56
5.3 Managerial Implications 58
5.4 Limitations 59
5.5 Future Suggestions 59
Reference: 61
Appendix 1 Questionnaire 68
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