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題名:建構服務創新衡量模式之研究--以臺灣國際觀光旅館業為例
書刊名:中小企業發展季刊
作者:莊立民劉春初王怡茵
作者(外文):Chuang, Li-minLiu, Chun-chuWang, Yi-ying
出版日期:2009
卷期:14
頁次:頁177-205
主題關鍵詞:國際觀光旅館服務創新內容分析法三角測量法模糊層級分析法International tourist hotelService innovationContent analysisTriangulationFAHP
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(3) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:3
  • 共同引用共同引用:10
  • 點閱點閱:187
隨著經濟投資環境的急劇轉變,服務業在經濟體系內不僅成長快速,在幾個先進 國家中的重要性與角色更是取代了工業。在全球化競爭的時代,服務創新(Service Innovation)逐漸成為服務業的一門新顯學。隨著產業結構的快速變遷,勞力密集的國 際觀光旅館業屬服務業的一環,營運成敗除了受外在環境的景氣影響外,著實受其 『服務創新』之影響甚鉅。 服務創新為當前服務業急於涉入的一個新興領域,特別是以服務為導向的國際觀 光旅館業,但服務創新應用在旅館業之研究,此新興議題仍付之闕如。對於服務創新 的研究其內容與方向常有很大的差異,國、內外的研究成果雖然漸有累積,然而在服 務創新內涵的詮釋與釐清上仍嫌不足,許多研究探索服務與創新之間的績效關係,雖 有許多實證研究進行探討,卻未得到一致的結論。植基於此,本研究在發展量表階 段,運用了文獻探討、專家訪談、內容分析法、三角測量法等方法。在建構衡量模式 階段,提供多元指標,並運用驗證性因素分析、信效度分析、模糊AHP(Fuzzy analytic hierarchy process, FAHP)計算出各構面的權重,並提供了一套嚴謹的計算方 式。綜合上述可知,本研究運用了質化與量化的方法。研究結果顯示,國際觀光旅館 業服務創新以「遞送流程之新穎度」中的「服務態度與旅館體制」最為重要;「服務 修正」中以「顧客資料庫之參考」最為重要;「服務對市場之新穎度」中以「開發創 新服務」最為重要;「服務對公司之新穎度」以「新產品開發條件」最為重要。因 此,除了充分瞭解新科技應用以及新服務的開發對於行銷通路變化之研究,更應該加強培訓國內旅館業專業人才及服務素養,才能正確掌握顧客現在與未來的需求,始至 可以提供國際觀光旅館業發展之新商業模式,並創造新的市場價值。
As the investment and economic environment changed rapidly, the service sector not only grew rapidly in every economic system, but also replaced the role of industry in several modern countries. In the era of globalized competition, service innovation had become a new famous science in service industry. With the rapid transition of industrial structure, and as member of service sector, labor-intensive international tourist hotel was influenced largely by the concept of “service innovation,” rather than the impact from external environment. Service innovation was an emerging field that aroused attentions in service industry, especially the service-oriented international tourist hotels. However, there existed very few researches on such newly emerged topic. The directions and content of research on service innovation usually varied largely, though more and more researches occurred, it was still insufficient to interpret and clarify the connotation of service innovation. Notwithstanding many empirical researches probed into the performance relationship between service and innovation, they failed to achieve a coherent conclusion. Based on this, this research took advantage of literature review, expert interview, content analysis and triangulation to develop scale. In the stage of establishing measuring model, the multiple indices were applied to precisely calculate weights of each direction through confirmatory factor analysis, validity and reliability analysis, fuzzy analytic hierarchy process (FAHP). Comprehensively, this research conducted qualitative and quantitative method. According to the research result, when it came to the service innovation in international tourist hotels, the most significant factors in “novelty of service delivery process” was “service attitude and hotel system,” “reference of customer database” in “service revision,” “develop innovative service” in “novelty of market from service” and “conditions for new product development” in “novelty of company from service.”
期刊論文
1.Gallouj, F.、Weinstein, O.(1997)。Innovation in Services。Research Policy,26(4/5),537-556。  new window
2.Brentani, U. D.(2001)。Innovative versus incremental new business service: Different keys for achieving success。The Journal of Product Innovation Management,18(3),169-187。  new window
3.Kassarjian, H. H.(1977)。Content Analysis in Customer Research。Journal of Consumer Research,4(1),8-18。  new window
4.陳嵩(20040600)。新金融商品開發活動之執行品質與績效--臺灣銀行業及保險業之研究。臺大管理論叢,14(2),49-77。new window  延伸查詢new window
5.Khalil, E. M.、Harcar, T. D.(1999)。Relationship Marketing and Data Quality Management。Advanced Management Journal,9,26-33。  new window
6.Avlonitis, G. J.、Papastathopoulou, P. G.、Gounaris, S. P.(2001)。An empirically-based typology of product innovativeness for new financial services: success and failure scenarios。Journal of Product Innovation Management,18(5),324-342。  new window
7.Edvardsson, B.、Olsson, J.(1996)。Key concepts for new service development。Service Industries Journal,16(2),140-164。  new window
8.Edvardsson, B.(1997)。Quality in new service development: Key concepts and a frame of reference。International Journal of Production Economics,52,31-46。  new window
9.Kaiser, Henry F.(1974)。An index of factorial simplicity。Psychometrika,39(1),31-36。  new window
10.Chin, Wynne W.、Todd, Peter A.(1995)。On the use, usefulness, and ease of use of structural equation modeling in MIS research: a note of caution。MIS Quarterly,19(2),237-246。  new window
11.Van Laarhoven, P. J. M.、Pedrycz, W.(1983)。A Fuzzy Extension of Saaty's Priority Theory。Fuzzy Sets and Systems,11(1-3),229-241。  new window
12.Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science,16(1),74-94。  new window
13.Regan, William J.(1963)。The Service Revolution。Journal of Marketing,27(3),57-62。  new window
14.Zadeh, Lotfi Asker(1965)。Fuzzy sets。Information and Control,8(3),338-353。  new window
15.(2005)。先發展「服務」台灣服務業才有發展。商業週刊。  延伸查詢new window
16.吳武忠(1992)。現代餐旅從業人員需具備條件之探討。商業職業教育,49,1-4。  延伸查詢new window
17.(2007)。第911期500大服務業行業別排名。天下雜誌,371,318。  延伸查詢new window
18.Miles, I.(2000)。Services Innovation: Coming of Age in the Knowledge Based Economy。International Journal of Innovation Management,4(4),371–389。  new window
19.Sheehan, J.(2006)。Understanding Service Sector Innovation。Communications of the ACM,49(7),43-47。  new window
會議論文
1.衛南陽(2001)。服務業與製造業真的不一樣。  延伸查詢new window
2.Toivonen M.、Tuominen, T.(2006)。Emergence of Innovations in Services: Theoretical Discussions and Two Case Studies。Tampere, Finland。  new window
學位論文
1.陳育甄(2002)。模糊層級分析法應用於城際運具選擇模式之研究(碩士論文)。國立成功大學。  延伸查詢new window
2.劉儒俊(2002)。行銷資源最適配置模式--Fuzzy AHP之應用(碩士論文)。國立中正大學。  延伸查詢new window
3.李宏文(2002)。結合層級分析法、模糊理論與灰色系統理論建構供應商評選模式之研究(碩士論文)。國立臺北科技大學,臺北市。  延伸查詢new window
4.葉俊偉(2007)。企業組織因素對組織創新氣候與組織創新影響之研究(博士論文)。國立臺灣師範大學,臺北市。new window  延伸查詢new window
圖書
1.Murdick, R. G.、Render, B.、Russell, R. S.(1990)。Service Operation Management。Boston, MA:Allyn and Bacon Inc。  new window
2.Saaty, T. L.(1998)。The Analytic Hierarchy Process: Planning, Priority Setting, Resource Allocation。New York:McGraw-Hill International Book Co.。  new window
3.Drucker, P. F.(1985)。Innovation and Entrepreneurship: Practice and Principles。London:William Heinemann。  new window
4.Marguish, D. G.(1982)。The anatomy of successful innovation。Winthrop Publishes。  new window
5.Stake, Robert E.(1995)。The Art of Case Study Research。Sage Publications。  new window
6.Schumpeter, J. A.、Opie, Redvers(1934)。The Theory of Economic Development: An Inquiry into Profits, Capital, Credit, Interest and the Business Cycle。Cambridge, Mass.:Harvard University Press。  new window
7.林震岩(2006)。多變量分析:SPSS的操作與應用。臺北:智勝文化事業有限公司。  延伸查詢new window
8.王石番(1992)。傳播內容分析法--理論與實證。台北:幼獅。  延伸查詢new window
9.吳萬益、林清河(2001)。企業研究方法。臺北:華泰圖書出版公司。  延伸查詢new window
10.黃俊英(2000)。多變量分析。台北:中國經濟企業研究所。  延伸查詢new window
11.Lovelock, Christopher H.、Wirtz, Jochen(2004)。Service Marketing: People, Technology, Strategy。Upper Saddle River, NJ:Pearson Prentice Hall。  new window
12.Kotler, Philip(2002)。Marketing Management。Prentice-Hall。  new window
13.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
14.王文科、王智弘(2006)。教育研究方法。台北市。  延伸查詢new window
15.Budd, R. W.、Thorp, R. K.、Donohew, L.(1967)。Content Analysis of Communication。New York:The Macmillan Co。  new window
16.Crawford and Benedetto(2000)。New Products Management。NY。  new window
17.Ark B van, Broersma L.、Hertog P den.(2003)。Service Innovation, Performance and Policy: A Review, Synthesis Report in the Framework of the Project Structural Information Provision on Innovation in Service (SIID)。Directorate General for Innovation of the Ministry of Economics Affairs in the Netherlands。  new window
18.American Marketing Association(1960)。Committee on Definition。Marketing Definitions: A Glossary of Marketing Terms。  new window
其他
1.劉常勇(1999)。創新管理,http://cm.nsysu.edu.tw/~cyliu/。  延伸查詢new window
2.行政院主計處(2006)。九十五年第七次修定我國行業標準分類,http://www.dgbas.gov.tw/mp.asp?mp=1。  延伸查詢new window
3.World Economic Forum(2007)。Travel and Tourism Competitiveness Report 2007,http://www.weforum.org/en/initiatives/gcp/TravelandTourismReport/index.htm。  new window
4.交通部觀光局行政資訊系統(2007)。九十五年觀光旅館建築及設備標準及九十六年七月底止台灣地區觀光旅館家數及房間數統計表,http://www.taiwan.net.tw/lan/cht/search/index.asp。  延伸查詢new window
 
 
 
 
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