郭瑞祥臺灣大學:商學研究所柯冠州Ko, Kuan-ChouKuan-ChouKo2010-06-012018-06-292010-06-012018-06-292009U0001-2608200914572000http://ntur.lib.ntu.edu.tw//handle/246246/184571Innovation has been studied in manufacturing industries, and it is on this basis that theories of innovation have been developed. Nowadays, we are in the midst of a service-driven business revolution. In many developed countries, service industry provides more contribution to GDP than manufacture industry. In addition, service is not only provided by traditional service firm, but also by any sector (e.g., OEM service).tudies of services innovation become an important issue.his thesis develops two tools, which provide firms to identify its threat and opportunity of industry environment. It also suggests firms how to implement appropriate service innovation strategy.irst, this thesis offers two critical dimensions, which are based on life cycle theory and disruptive innovation concept: the type of innovation and the type of service.ccording to these dimensions, we build a 2×2 matrix and classify service innovation into four cells: (1) Emerging Services, (2) Disruptive Engine, (3) Value-added Business,4) Efficient Factory. Second, this thesis develops a framework, including four constructs: strategy, organization, knowledge management and client interaction. By using the framework, we can analyze and measure performance of these four service innovation types inerms of the four different constructs. We also choose four corporations as typical cases to test and explain these tools.謝辭 Ⅰ文摘要 Ⅱ文摘要 Ⅲ錄 Ⅳ表目錄 Ⅴ一章 緒論 1.1 研究動機 1.2 研究目的 3二章 文獻探討 4.1 服務創新與服務特性 4.2 相關理論 8.3 過去研究方向和觀點 20三章 研究架構與方法 30.1 研究架構 30.2 變數衡量 32.3 資料收集 38.4 個案廠商簡介 38四章 個案分析 43.1 新興服務：利豐集團 43.2 破壞引擎：台灣積體電路公司 47.3 加值事業：國際商業機器公司(IBM) 51.4 效率工廠：匯豐銀行(HSBC) 56.5 綜合分析 60五章 結論 63.1 研究結果 63.2 學術貢獻 64.3 管理意涵與應用 65.4 研究限制與未來研究方向 66考文獻 67目錄2. 1 破壞性創新模型 102. 2 破壞性創新模型三度空間圖 102. 3 產品結構與整合 132. 4 A-U模型 152. 5 知識創造模式 182. 6 帶來新市場的四種服務創新模式 232. 7 服務創新4D模型 243. 1 服務創新策略分類維度 303. 2 服務創新策略矩陣 313. 3 利豐集團提供的完全供應鏈服務 39目錄2. 1 創新事業的三種策略 122. 2 產品生命週期目標與產品策略 142. 3 A-U模型三個發展階段 162. 4 逆向生命週期 162. 5 依產業技術進行的服務創新分類 212. 6 過去研究服務創新相關構面 293. 1 服務創新策略分析架構 374. 1 利豐集團服務創新構面分析 474. 2 台積電服務創新構面分析 514. 3 IBM服務創新構面分析 554. 4 匯豐銀行服務創新構面分析 604. 5 服務創新個案綜合分析結果 62application/pdf3995119 bytesapplication/pdfen-US服務創新生命週期破壞性創新知識管理客戶互動Service InnovationLife CycleDisruptive InnovationKnowledge ManagementClient interactionthesishttp://ntur.lib.ntu.edu.tw/bitstream/246246/184571/1/ntu-98-R96741047-1.pdf