<p>Being developed for centuries, Hotel Industry has been in its maturity period for a long time. Confronted with fierce competition and the current global economic crisis, it becomes a hot topic in Hotel Industry how to maintain and raise revenues. By shifting focus from ‘Goods-Dominant Logic’ to ‘Service-Dominant Logic’, Service Science presents a new perspective on value creation and service experience. In this new perspective, value is co-created by various roles, experienced and evaluated by customers. However, the problem is how to implement theories in a specific industry. Focusing on hotel industry, this paper aims to illustrate how service evolves with the development of technology and theory based on the case study of InfoQuest, which is an IT company mainly providing SaberKnot. InfoQuest redefines several economic roles (hotels, IT system provider, local businesses and customers) and relationships among them (from a linear model to a netlike model) where it injects Hotel Industry with new vitality. Both competitive advantages and potential problems that might arise from the service innovation are subsequently discussed. At last, a further analysis is made on the China market in order to show the possibility of that business entering into China.</p>

Being developed for centuries, Hotel Industry has been in its maturity period for a long time. Confronted with fierce competition and the current global economic crisis, it becomes a hot topic in Hotel Industry how to maintain and raise revenues. By shifting focus from ‘Goods-Dominant Logic’ to ‘Service-Dominant Logic’, Service Science presents a new perspective on value creation and service experience. In this new perspective, value is co-created by various roles, experienced and evaluated by customers. However, the problem is how to implement theories in a specific industry. Focusing on hotel industry, this paper aims to illustrate how service evolves with the development of technology and theory based on the case study of InfoQuest, which is an IT company mainly providing SaberKnot. InfoQuest redefines several economic roles (hotels, IT system provider, local businesses and customers) and relationships among them (from a linear model to a netlike model) where it injects Hotel Industry with new vitality. Both competitive advantages and potential problems that might arise from the service innovation are subsequently discussed. At last, a further analysis is made on the China market in order to show the possibility of that business entering into China.

Services constitute three quarters of all economic activities worldwide. The growing importance of the service industry cannot be neglected and it is obvious that services can offer colossal opportunities on the way of creating and capturing economic value. The way to prosperity  for companies and economies is in their ability to rethink the existing business with the purpose to innovate. Service innovation is believed to be a source of companies’ competitiveness. Leveraging innovation of services is not an  easy task and requires a new thinking which implies the shift towards service business logic. In order to innovate services effectively, there is a need to develop new business models. A business model is a significant assistant which can help to create viable services by taking into consideration appropriate customer needs and organizational resources. However, the majority of approaches to innovation occurred from product-oriented business models. The growing tendency of services requires changing traditional approaches and developing new service-based business models. The main aim of this thesis is to study the process of transformation (innovation) of a product-oriented business model towards a service-centered one which implies stronger customer focus and to identify the main components that constitute the business model framework in the service context. The empirical data was collected from a single case study of ISS Sweden and analyzed according to the developed framework from literature findings regarding business model innovation in the service context. The most important findings reveal the fact that the business model perspective should be taken into account as more holistic approach which integrates all processes and components within the company. However, some of the components were found missing and it was not supported by the literature findings. During the transformation process the major changes were identified while looking at each component in detail and the most important components of a service business model framework were identified, specifically customer, value proposition and value delivery which comprise the  following key factors: ●   Customer is a co-creator, co-producer and a key partner ●  Employees are the main source of successful value delivery ●  Service innovation is a necessity

In the past, the discussions on the development of service innovation are based on the analyses of manufacturing technology innovation and introduce the concept of manufacturing innovation and the model of product innovation to explore the service innovation of service industry sectors. Also, the past discussions center on the externalities of the service providers, the peripheral factors and new services introduced or provided by the enterprises and fail to focus on the impact of the service innovation on the interaction between customer service representatives and customers. This study will explore the interaction between the service providers (customer service representatives) and service demand (customers) from a microscopic angle and also analyze what roles of service providers and service demand play in the process of service innovation development. The purpose of the study is to understand the interaction roles played by the service representatives and customers, and to analyze the development and the model of service innovation when the representatives provide service to customers. The study will also explore the process of service innovation cycle development and what the driving force is in the formation of service innovation cycle development. The research obtains the qualitative data by the analysis of case study and supplements it with Critical Incident Technique (CIT). With the half structured questionnaire, the interview was conducted with the internal staff of the service providers and customers on the spot. The study tries to find out the reason behind the Critical Incident which prompts the service providers to innovate its service and its content. By analyzing the case study and Critical Incident of the innovation, the study proposes the model of the service innovation cycle and illustrates that the formation of service innovation is enhanced by repetitive evolution of innovation. Through the process of repetition and updated innovation cycle, the service providers can seek the goal of Continuous Service Innovation and outstanding performance. The study also employs Analytic Hierarchy Process (AHP) to analyze the critical driving force of the service innovation during the service process and the meaning each represents.

In the service economy, service has dominated economic development. Service industries in the face of the incessant and changing competition, companies not only continuing to create advantages of marketing strategy, but also still need to "service innovation" to create sustainable service advantage. This study aimed to explore the service using innovative services impact study for the Ministry of Economic Affairs premises to promote "innovative service technology projects" The YH-based resorts use the RFID technology creating customer value. From the science service point of view (Service science, management and engineering, SSME), use the latest technology improve service efficiency and customer satisfaction that create greater profits leap. The theoretical development framework Hertog (2000) proposed the "Service Innovation Model" as the main core of this study architecture theory. The results can be observed from the case analysis, YH resort in response to the use of innovative technology, hardware and software for the organizations have done thoroughly improved, but the analysis also pointed that the extent of staff training and attention is relatively scarce, companies only technological innovation is insufficient, and to a management innovation can be technological innovation to achieve the desired efficiency. On the other hand the Empirical results that service innovation and customer satisfaction is positively related to significant, and this can provide that service innovation affect customer satisfaction.

Over the past decade, the ratio of annual official listing in Taiwan between used cars and brand-new cars is 2:1, to show that car users increase the acceptance for used cars, also show that the market of used car in Taiwan will be expect with car dealers. However, there exist an asymmetric information situation in used car market for a long time, and it also the primary concern with consumers. Recently year, local used car dealers provide the certified system with used cars, through over hundred standardized inspections to certify the used car. Used car dealers expect to decrease the purchase risk with the concept of service innovation, and enhance the confidence in the minds of consumers. In this research, service innovation will compare with perceived risk-six dimensions from Peter & Tarpey in 1975. The goals of this research are find the mediator effect within service innovation, perceived risk and purchase intention, and the relationships between service innovation and purchase intention in certified used car market. Samples of 158 collected through questionnaire survey, verified the hypotheses by description statistics and regression analysis. The results showed that have the significant relationship between service innovation, perceived risk and purchase intention in certified used car market, moreover, the three variables did have the partial mediator effect. Base on the results, the suggestion for certified used car dealers as followed: dealers should provide multiple innovative services with customers, to decrease the perceived risk and enhance the purchase intention in the future.

¡@¡@In the early of Taiwan's financial markets are stable and less change. At the time, the State-operated enterprises are indispensable contribution for Taiwan's economic development. But with changing times, the competition in the financial markets started to become intense, general the State-operated enterprises are the overstaffing huge carry on inefficient production. And in recent years, due to the people's sense of autonomy and demand are slowly improve, in regard the public to the traditional post office began to demand more convenience, perfect. In order to response to such changes, based on the internal " innovative products and services ", external " Peer are not the enemy, different industries as a teacher. ", the research will by service innovation, different industries learning and organizational performance as measured by indicators to explore both the impact of for organizational performance, and further examines the relative impact of relationship. ¡@¡@In this study, questionnaire are first through preliminary interviews, construction of the questionnaires basic structure. Second, detection of questionnaires by expert validity. Finally, through item analysis with the reliability and validity analysis, complete a formal questionnaire. In this study, questionnaires to investigate in Chunghwa Post employees. Sampling method to take a quota sampling, use of the mail survey method and send them to the Administration 270 and branch offices 270. In the period, recovered 265 questionnaires, of which 238 valid questionnaires, 27 invalid questionnaires. ¡@¡@In conclusion, staff for the Chunghwa Post implementation of service innovation ¡§Innovative technology options¡¨ and different industries learning ¡§Continuous improvement¡¨ will have a strong positive cognitive, privatization operating performance improvement is helpful. Suggestions for the implications of the research results, provide reference for future operations to Chunghwa Post.

As economies are increasingly driven by services, the introduction of new services to satisfy customers and improve firm value is becoming a critical issue for managers. In my dissertation, I take a step in improving the understanding of service innovations. In the first essay, I look at the determinants of the number of service innovations introduced by a firm and their interrelationship with customer satisfaction and firm value. Furthermore, I look how these interrelationships vary between Internet-Enabled Service Innovations (IESIs) and Non-Internet-Enabled Service Innovations (NIESIs). I develop a system of equations that link service innovation, customer satisfaction and firm value. I model the determinants of service innovations, using a zero-inflated Poisson model. I estimate the model on a panel data set that I assembled across multiple industries from multiple data sources such as the American Customer Satisfaction Index, Compustat, SDC Platinum, and LexisNexis. My results reveal that IESIs are more strongly influenced by financial resources of the firm and by market growth than are NIESIs. Surprisingly, neither IESIs nor NIESIs have a significant direct effect on customer satisfaction. However, IESIs have a positive and significant effect on firm value. Given the differences between consumer markets and business markets, it is important to understand better the determinants and outcomes of business-to-business service innovations (B2B-SIs). In my second essay, I empirically address this issue. I develop a modeling system that relates service innovation to firm value. I estimate my model on unique panel data of service innovations. Results indicate that B2B-SIs have positive effects on firm value. Furthermore, I find that the number of B2B-SIs introduced by a firm is primarily determined by firm-level factors rather than marketlevel factors Overall, I find that regardless of firm type or market type, the number of service innovations introduced by a firm has a substantial impact on firm value. In particular, IESIs and B2B-SIs increase firm value. In addition, the two essays also show that liquid financial resources are important determinants of service innovations. This is especially true for IESIs and B2B-SIs.

Over the past decade, new approaches to innovation management have become prime drivers of various industries. Considering product quality, product innovation and service innovation in the automotive industry, this study tries to adopt game theory and real option models to analyze competing and consuming behavior among high- quality firms, low-quality firms and rational consumers. With an argument that firms will undertake innovation activities if they produce high-quality products, this study wishes to demonstrate that high quality products will induce both product and service innovations simultaneously. To achieve the research objective, this study divides innovation into product and service innovations, and then, discusses quality¡¦s impacts on product and service innovations separately. Game theory models concerning quality and product innovation indicate that the fixed cost of innovation, the barrier to a firm¡¦s engaging in innovative activities, is overcome only if a firm produces high-quality products. Moreover, another dynamic game also shows the strong relationship between product quality and service innovation. Applying real options models to evaluate service innovations in the automotive industry, including half-price purchase warranty and extended test drive service, also verify that effective service innovations might increase consumer willing-to-buy and enlarge the sales and profits for the innovative firms. Besides quality, this study also reveals that consumer preference to new product or service is another key successful factor for business innovation management. Successful innovation management depends on continuously improving product and service, concerning the status of expected market, and understanding the needs of potential consumers. Even though a general consensus on product and service innovations among different industries remains lacking, this study strongly supports the argument that firms producing high-quality products will be active in innovations. From the broader perspective of process management, total quality management, which increases product quality, undoubtedly supports innovation management.

This study examines whether hope appeal and fear appeal in service advertisements would significantly influence consumers¡¦ perception of innovation characteristics such as relative advantage, compatibility, and perceived risk, thus further influence the consumers¡¦ decision on whether to adopt the innovative service product or not. As to the literature support, the researcher advocate that when consumer perceives a stronger appeal of hope or fear, he/she will generate a selective exposure to the information from the specific advertisement, thus further influence the consumers¡¦ adoption decision. And by experimental design, besides the main effect of hope and fear appeal, the researcher also considered and included the negative reactivity of consumers and also the amount of benefit information within the advertisement to explore their moderating roles in the effects of emotional appeal on the customers¡¦ adaptation of service innovation. The results shows that except perceived risk, other perceived innovative characteristics (compatibility and relative advantages) are significantly affected by the hope and fear appeal. The result also shows that perceived innovative characteristics partially mediate the effect of emotional appeal on the customers¡¦ adaptation of service innovation. But unexpectedly, negative reactivity and the amount of benefits information within the advertisement do not show significant moderating effects on the relationship between emotional appeal and adaptation of service innovation.