An Empirical Study of Constructing Service Innovation Model

• Main Authors: Liang, Miao-Yu, 梁妙瑜
• Other Authors: Guan, Jyh-Liang
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/08669930268372921843

碩士 === 國立宜蘭大學 === 應用經濟與管理學系應用經濟學碩士班 === 101 === As the economic structure transition, the development of service industry has become one of the most important issues of national competitiveness. However, in the pressure of globalized competition, service innovation has become essential for sustainable development in the competition market. So the purpose of this study is to construct a systematic service innovation development model by SEE. In this study, we collect data from 83 firms that engaged in catering industry, whole sale and retail trade industry and hotel industry and use empirical methodology to verify the relation among the complete and systematic degree of service innovation, customer satisfaction and business performance. Results show that the connective degree of service innovation and depth of service innovation have significant positive effect on customer satisfaction and also can increase business performance. Therefore, in order to create differentiated feature and establish competitive advantage, we suggest that the development of service innovation should be systematic and deeply.