| Summary: | 碩士 === 國立成功大學 === 企業管理學系碩博士班 === 97 === Innovation is regarded as the bloods for organization’s survival, both important in manufacturing and services industry. The company needs to continuely innovate, that helps them adapt to the varied environment. Most of the past innovation are discussed with the manufacturing’s innovation and how its effect a firm’s firm’s performance. Few of studies focus on empirical research. This study aims at the natures of the services to find the distinction variables and use them to do am empirical study. At last, we use the new service concept, service delivery system and client interface. Three variables as the service innovation’s constructs. And we infer the customer knowledge as an important factor which will influence the service innovation’s performance.
This study focuses on the Taiwan banking and insurance industry. We use questionnaire survey procedures and we mail out 347 questionnaires and collect 92 effective questionnaires with 28.82% response rate. We adopt many quantitative methods, including factor analysis, regression analysis to test the hypothses. The control variables are employee numbers and firm ages. The new service concept, new services delivery systems and new client interface are independent variables. The net profit margin rate and sales growth rate are our dependent variables and the customer knowledge as the moderator.
The important result is the new service concept, new delivery system and new client interface all have positive impacts on company’s business performance, and customer knowledge have partial impact on the relationship between new service concept.
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