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系統識別號 U0026-0403201714190500
論文名稱(中文) 網絡能力、隨創能力與服務導向對服務內容與服務創新績效之影響:以客戶參與度為調節變數
論文名稱(英文) The Influence of Network Capability, Bricolage Capability and Service Orientation on Service Offering and Service Innovation 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 104
學期 2
出版年 105
研究生(中文) 林滙汝
研究生(英文) Hui-Ju Lin
學號 R66034101
學位類別 碩士
語文別 中文
論文頁數 72頁
口試委員 指導教授-劉佳玲
口試委員-蔡惠婷
口試委員-李亭林
中文關鍵字 製造服務化  產品輔助型服務  客戶整合型服務  服務創新績效 
英文關鍵字 Servitization  SSP  SSC  Service innovation performance 
學科別分類
中文摘要 製造服務化是近年來歐美製造業大廠面對全球化競爭下所提出的策略,希望透過跳脫過去傳統以產品導向的營運思維,轉而成為服務的提供者,並開創新的收入來源。如以產品輔助型服務提升自家產品的使用價值,或以客戶業務整合型服務提供全方位客製化的解決方案,依靠原有對產品知識的專業,加上服務導入藉此與競爭對手做出差異化優勢。而台灣政府也於民國102年的產業結構優化政策中表示將跟上這波趨勢,未來政府將致力於提倡並給予企業在這方面轉型所需要的協助。

然而對於製造業公司而言,過往以產品為中心的思維根深蒂固,在轉型之時不僅需考慮時間與金錢上的成本投入,也需衡量組織是否具備發展服務業務的能力,以避免反而造成經營上的危機與風險。因此,本研究將著墨於探討對於發展服務內容所需要的關鍵組織能力,以作為決策時之參考。此外,透過發展服務內容與服務創新績效間之關係,說明企業如何從轉型中獲益。最後,同時討論客戶參與度對於具備網絡能力的企業在發展服務內容時是否能產生調節之作用。

本研究採用SPSS 22.0及AMOS 21.0兩項統計分析軟體,並透過敘述性統計、信度與效度分析、路徑分析等方法進行結構模型分析與研究假說的檢定。研究結果發現(1)網絡能力對於發展產品輔助型服務與客戶業務整合型服務皆有正向影響; (2)隨創能力對於發展產品輔助型服務有正向影響; (3)服務導向對於發展客戶業務整合型服務有正向影響 (4)發展服務內容對於企業的服務創新績效有正向影響。
英文摘要 Servitization has become a hot topic in the manufacturing industry in western countries due to the intensive global competition. Companies like IBM, Siemens and HP have been striving to transform from a product manufacturer to a service provider. By providing services, in our research, we mean specifically the Service in Support (SSP) and the Service in Support clients’ action (SSC). Besides, the Taiwanese government also officially announced their support in promoting the concept of sertivization and promised to provide further assistance with official resources.

Most manufacturing companies in Taiwan were deeply embedded with a product-centric mindset in running their business. Nevertheless, to successfully become a service provider, the companies need to possess the capabilities for a service business and as well as to adjust their corporate value. In our research, we aim to identify the key organization capabilities for developing the service offering and the relationship between service offering and service innovation performance. Lastly, this study will also discuss the moderating effect of customer participation on the relationship between network capability and service innovation performance.

The results of the research are as following: (1) Network capability has a positive influence on both SSP and SSC; (2) Bricolage capability has a positive influence on SSP; (3) Service orientation has a positive influence on SSC (4) Both SSP and SSC have positive influence on service innovation performance.
論文目次 第一章 緒論 1
第一節 研究背景及動機 1
第二節 研究目的 3
第三節 研究流程 5
第四節 章節架構 6
第二章 文獻探討 7
第一節 網絡能力 (Network Capability) 7
第二節 隨創能力 (Bricolage Capability) 8
第三節 服務導向 (Service Orientation) 9
第四節 服務內容 (Service Offering) 10
第五節 服務創新績效 (Service Innovation Performance) 12
第六節 客戶參與度 (Customer Participation) 13
第三章 研究方法 14
第一節 研究架構 14
第二節 研究假說 15
第三節 變數操作性定義與衡量 22
第四節 問卷設計與抽樣方法 27
第五節 資料分析方法與工具 30
第四章 研究結果與分析 33
第一節 敘述統計分析 33
壹、 樣本基本資料分佈 33
貳、 研究問項資料分析 36
參、 無回覆偏誤(Non-response Bias) 38
肆、 共同方法偏誤(Common Method Bias) 39
第二節 信效度分析 39
壹、 信度分析 40
貳、 效度分析 42
第三節 結構模型分析 47
壹、 結構模型的配適度 47
貳、 假說驗證 48
參、 控制變數對結構方程模型分析之影響 49
肆、 調節變數之驗證 50
第五章 結論與建議 52
第一節 研究結論與發現 52
第二節 理論與實務意涵 55
第三節 研究限制 59
第四節 後續研究之建議 60
參考文獻 62
附錄 (問卷) 68


表目錄
表3-1 假設檢定彙整表 21
表3-2各變數操作型定義 22
表3-3網絡能力問項與出處 23
表3-4隨創能力問項與出處 24
表3-5服務導向問項與出處 24
表3-6產品輔助型服務問項與出處 25
表3-7客戶業務整合型服務問項與出處 26
表3-8服務創新績效問項與出處 26
表3-9服務創新績效問項與出處 27
表3-10問卷回收狀況表 30
表4-1 樣本企業之產業別分佈表 33
表4-2樣本企業之填答者職位分佈表 34
表4-3樣本企業之員工人數分佈表 35
表4-4樣本企業之成立年限分佈表 35
表4-5樣本企業之資本額分佈表 36
表4-6樣本企業之年營收額分佈表 36
表4-7各變數之敘述統計量(n=176) 37
表4-8樣本回收時間與各變數之t檢定 38
表4-10 各變數之組合信度 40
表4-11收斂效度驗証性因素分析 44
表4-12各變數之相關係數與平均萃取變異量平方根 46
表4-13結構方程模型之配適度 47
表4-13結構方程模型之假說驗證 48
表4-14控制變數之效果 50
表4-15 調節變數之驗證 51
表5-1 假說驗證彙整表 52

圖目錄
圖1-1 本研究之研究流程圖 5
圖3-1本論文之研究架構圖 14
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