Effects of Co-production and Service Innovation on Customer Value and Performance

• Main Authors: Ming-Tsang Lu, 盧明滄
• Other Authors: 湯玲郎
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/85650563370999037724

博士 === 元智大學 === 管理學院博士班 === 100 === Service innovation issue is a very critical factor in a competitive environment. In the past few years, the service’s development and needs is noticed by the change and transformation in each industry. Based on the concept of Service Dominant Logic, we found that the co-production and service innovation are more attention in service value chain. How to combine the releationships of co-production and service innovation is an important issue. Therefore, we use customer invelement, market orientation, and supplier section to test the releationship with co-production and service innovation. Through the concept service system, we established a "service innovation model" for company thinking when they improve their service quality or service innovation. In this study, mail surveys were received from 201 and 193 senior executives in Taiwan financial service industry and electronics industry. The results of study support the hypothesized reletionships that co-production will affect financial performance in the financial service industry; co-production will affect the service innovation in the electronics industry. However, the co-production had not direct impact service innovation in the financial service industry; the service innovation had not direct impact financial performance in the electronics industry.