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題名:服飾創作基地服務創新之研究-服務主導邏輯擴展觀點
作者:黃淑惠
作者(外文):HUANG, SHU-HUI
校院名稱:國立臺灣藝術大學
系所名稱:創意產業設計研究所
指導教授:陳俊良
林伯賢
學位類別:博士
出版日期:2019
主題關鍵詞:服務主導邏輯服務創新價值共創服務生態系統Service-Dominant LogicService InnovationValue Co-creationService Ecosystems
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本研究旨為探討服飾創作基地做為行動者的角色,以服務主導邏輯擴展觀點分析服務創新的具體內容,目的在於瞭解如何實踐服務創新。探索行動者網絡的關係與互動,進一步了解價值共創與資源整合的內涵,以及隨著時間的推移,如何發展服務創新的過程,具體而言,本文研究台灣服飾創作基地之行動者網絡關係的互動與發展,提出服務生態系統多層級的整合服務創新模型。
研究方法以單一個案混合研究法進行,研究設計包括質性與量化交錯的多層次混合研究分析,以量化為主的「解釋式混合研究」,設計用於連結量化和質化階段的過程,量化探討個案組織(內部)與組織(外部)多層次設計,並使用Kano二維品質與IPA重要-表現度模式評量,最後服飾創作基地(服務生態系統層級)以服務轉型與歷程之質化資料,交互驗證與深入推展結論,來輔助與互補解釋量化的結果,分析服飾創作基地個案逐步發展服務創新的內容。
研究結果發現,從量化分析部分,本研究建立服飾創作基地發展服務創新的品質構面,分析參與行動者網絡關係之過程,結果顯示服務創新的實踐,網絡系統的行動者角色與任務,包含產業聚落業者、在地居民、地方機關團體、外來投資者、消費者,參與非人類行動者包含時尚流行服飾、產業聚落商業環境、地方特色文化景觀、創新研發基地、主題行銷與活動推廣、產業輔導政策等,共同組成與轉換的連結,是影響構成服務創新參與相關行動者的網絡要素與關係。
服飾創作基地(內部)優先進化服務品質,新增產業知識教育型的新服務技術構面,對服務創新的產生技術性資源為關鍵重要的影響。另外,在個案組織 (外部)資源整合與行動者的關係部分,資源整合相關參與行動者,包含服飾創作基地、服飾商圈促進會、地方團體、法人組織代表、整合行銷單位與在地居民等,整合行動者網絡關係的互動與資源,以促進價值共創的合作作用。
研究依據服務主導邏輯的擴展觀點,分析服飾創作基地「服務創新」的各項內容,服飾創作基地以新服務技術(進化服務品質)、新服務概念(擴大行動參與)、新顧客介面(增加潛在受益者)、新服務傳遞(強化服務互動接觸),超越有形和無形的鴻溝影響服務創新。最後,並建構服務主導邏輯觀點擴展之服務創新模型,包含「進化服務品質」的服務創新、「資源整合」以實踐行動者服務網絡之價值共創、「共享制度」促進實踐「服務生態系統」,實證擴展服務創新實踐的見解。
研究獨創性與價值在以服務主導邏輯擴展觀點,進行價值共創為核心的服務創新策略性思考,同時提出實際應用的作法,研究焦點放大檢視服飾創作基地個案「微觀層面」的服務創新行動,結論重點歸納以服務品質進化的情境脈絡與特徵。同時研究放遠至「中觀層面」(地方產業聚落、服飾商圈社群)、「宏觀層面」的思維進行討論,從服務生態系統的觀點思維,應用焦點可以近觀亦可遠觀切換不同的視角觀察,在微觀、中觀、宏觀多層級之間進行轉換;依據研究結果,建立產業服務生態系統多層級的整合服務模型,提出對學術研究與實務管理的建議,與未來後續研究方向之參考。
Based on the service-dominant logic broadened perspective, explore the specific content of service innovation, and drive the service innovation with the role of the Fashion Institute of Taipei as an actor. The role of the industry innovation base as an actor to drive service innovation, to understand the relationship and interaction of the actor network, value creation and resource integration, the purpose is to understand how to practice service innovation. With the passage of time, the interaction and development of the actor's network relationship in Fashion Institute of Taipei, as well as the development process of service innovation and transformation.
The research method is based on the mixed-methods research of case study, and proposes a multi-level integrated service innovation model of the service ecosystem. Based on the research results, this study establishes the quality elements and facets for the development of service innovation. The internal service resources increase the service quality of the new technology is Industrial knowledge education, and prioritize the evolution of service quality, which is the key to the impact of the technical resources of service innovation. This case integrates the interaction of external resources with the actor network to promote service innovation for actor network relationships and value creation.
Research on originality and value is based on the service-dominant logic to expand the point of view, and carry out value creation as the core of service innovation strategic thinking. Put forward the practical application and practice, and study the action of “micro-level” service innovation in the case, focusing on the context and characteristics of the evolution of service quality. At the same time, the research perspective was enlarged to the “middle level” (local settlement, apparel industry business community), and the discussion of “macro level” (international environmental trends, industrial economic policy) was discussed. From the perspective of the service ecosystem, transform between multi-level service systems, establish a multi-level integrated service model of the industrial service ecosystem as a reference for future academic research and practice management.
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