The Study of Service Innovation on Manufacturing servitization- A case of Y Company

• Main Authors: Chun-Yu Lai, 賴君瑜
• Other Authors: Shu-Chiung Lin
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/17491370014998791994

碩士 === 大同大學 === 資訊經營學系(所) === 101 === Traditionally, when manufacturers want to create their competitive advantage, they often concentrate their effort in quality of products and maintain stable price. As long as they keep the products in good quality, they will retain the customers. However, since the emergence of information technology and Internet leads to serious market competition, the manufacturers reduce profit and improve quality of products for gaining new customers and retaining old ones. But this competitive situation is a vicious sequence and need be changed to gain a new growth opportunity. Therefore, the perspective of manufacturing servitization is proposed to provide a new service concept for manufacturers and assist them implementing service-orient marketing strategy. Meanwhile, it is a critical issue that the manufacturers enhance competitive advantage through service innovation to create blue ocean market in the service economic age. The purpose of this study based on the service-oriented concept with service innovation model build a framework of service innovation to explore customer retention rate and examine the innovation process of manufacturing industry. In addition, this study adopts qualitative research method, case study, to conduct exploratory research and construct a research framework through literature reviews. The Y Company that is a 3C manufacturing vender is this study’s single research case and we interview the executive about 2.5 hours with visiting the manufacturing process. The finding shows the service innovation model can help Y Company examine customer retaining problem and improve service process. The results provide specific recommendations to manufacturers and research directions in the future.