| Summary: | 碩士 === 元智大學 === 經營管理碩士班(企業管理與服務科學學程) === 101 === With the emergence of knowledge-based economy, intellectual capital has been a critical factor to assist companies to obtain competitive advantage in this fierce environment. This study adopted the knowledge-based theory and resource-based view to explore and propose the influences of intellectual capital on B2C e-service innovation and further examines the mediating effects of cross-functional integration and external collaborative competency on intellectual capital and e-service innovation. This study wanted to compare the differences between the two industries, so an empirical study based on a survey of IT managers and marketing managers from financial and hotel businesses in Taiwan. Final, there are 252 questionnaires were collected from 126 companies whose two departments both replied the questionnaires (66 from financial firms, 60 from hotel firms). Due to the small sample size and the response between financial and hotel industry was no significant different, we combined financial and hotel data. This study adopted SPSS and Smart PLS 2.0 to analyze the data in this study. The research findings indicated that intellectual capital can promote firms to develop e-service innovation. Furthermore, cross-functional integration played a mediating role between intellectual capital and e-service innovation.
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