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標題: 探討驅動服務創新績效之因素:顧客知識促進觀點
What factors drive service innovation performance: A customer knowledge enabling perspective
作者: 游堉鈞
Yu, Yu-Chun
關鍵字: CKEI;CKEI;創造力;顧客導向;服務創新績效;Creativity;Customer Orientation;service innovation performance
出版社: 科技管理研究所
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和過去相比,消費者知識在組織中越來越重要,組織可藉由使用消費者知識來獲取新的想法和創意,進而產生創新與績效的改善。此研究主要是討論消費者驅動創新(Customer knowledge enabled innovation , CKEI)的能力在服務產業中是否會影響第一線員工的創造力、顧客導向以及服務創新績效。CKEI主要有三項能力:整合能力、結構能力以及內部管理能力。此研究經由實證方式並收集153份問卷進行研究,問卷對象主要為第一線接觸顧客之員工,研究結果發現CKEI確實會影響創造力及顧客導向,而創造力與顧客導向也會影響服務創新績效。本次研究顯示了消費者知識對於創新與績效是相當重要的資源,除此之外也是組織接收外部資訊與市場趨勢的關鍵。

In organization, customer knowledge has become more important than before. By using customer knowledge, organization can get some new ideas and creative thinking, and then become an innovation and improve performance. This research discusses that in service industry weather Customer Knowledge Enabled Innovation (CKEI) capability, which has integrative capacity, structural capacity and internal management capacity, can influence creativity, customer orientation, and service innovation performance for employees who need to contact with customers. The model was tested through an empirical survey, and the data are collected from total of 153 respondents who are employees and need to contact with customers. By using PLS analysis, the result shows that CKEI has positive effect to creativity and customer orientation; creativity and customer orientation have positive effect to service innovation performance. This investigation shows that customer knowledge becomes an important resource for innovation and performance in service industry.
其他識別: U0005-0107201314591500
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