隨著國內廠商生產線的外移，許多產業已發展至成熟的階段，各種企業經營都越來越倚重以服務為基礎的商業運作，服務業的生產與規模日益成長，大部分服務性質的工作已囊括在各類經濟活動中，根據主計處統計2013年台灣服務業占GDP比重約68.29%，顯見發展服務創新活動對於國家經濟成長而言之重要性，服務創新已成為當前相關服務業者重要投入的新興領域。
由於服務創新角色與地位重要性日趨提昇，相關的服務與創新活動不斷的推陳出新加上科技的進步，醫療水準的提高，使得人類的壽命能不斷地延長，人口老化已成為全球皆關注的現象。然面對於科技發達，高齡者越來越長壽，老年人口增加的情況下，卻少有人探討有關服務創新之議題，且又以銀髮族研究在服務創新上仍有待釐清。
當前各個國家都同時面臨了人口老化與服務業成長幅度快速的攀升，對於銀髮族服務廠商而言需要不斷的學習與調整以創造競爭力，其中服務創新「測試階段」雖然在服務業服務創新流程中扮演著重要的角色，但目前在服務業中服務測試階段的研究，不論是新產品開發流程亦或是新服務開發流程，對於測試階段的構面與內容都是相較於其他階段的研究較為缺乏。
鑑於此，本研究方法上採取個案研究法，並以中國銀髮族服務業者進行深入的個案研究，本研究採取「理論取樣」方法，選取中國人口老齡化程度最高的地區之一北京市銀髮族人口密集度最高作為主要的研究場域，針對銀髮族服務業者在服務創新測試階段之流程以及測試過程中的組織學習與調整為核心的敘事研究，並就服務創新測試階段、組織學習及銀髮族服務創新進行相關學理文獻的彙整及個案的訪談進行研究。
本研究得到的主要結論，包含：(1)銀髮族服務業者服務創新測試的過程依序分為四個階段，包含：形成期、風暴期、規範期、穩定期，並在服務創新測試不同的階段中展現不同的摸索特徵、內容與過程；(2)服務業者在服務創新測試階段的組織學習上，除了會考量服務本身的學習與調整之外，也會考量服務創新流程方面的學習與調整；(3)銀髮族服務業者在服務創新測試的不同階段中，不同的服務人力涉入程度之服務業者會採不同的學習方式，以提升測試中服務的績效；(4) 銀髮族服務業者在服務創新測試階段的過程中，會考量服務人力涉入需求的不同，而選擇不同專精程度的團隊組成與服務內容；(5)銀髮族服務業者在服務創新的測試過程中，會在不同的測試階段中設置不同的關卡類型；(6)銀髮族服務業者在服務創新測試的不同階段中，會透過不同的傳遞方式來提供服務，以提升測試服務過程中的組織學習效果；(7)在服務創新的測試過程中，銀髮族服務業者會就不同的服務內容與特性(顧客化程度與資訊化程度)，選擇不同的溝通方式，以提升測試服務過程中的組織學習效果；(8)在服務創新測試階段中，銀髮族服務業者會就不同的銀髮族群特性(社會化程度、互動化程度)，採取不同的溝通方式，以提升測試服務過程中的組織學習效果。
本研究在學術上的主要貢獻，包括：(1)本研究特別就服務創新的測試來探討，彌補了服務創新領域相關研究上的不足；(2)本研究特別針對銀髮族服務業者來探討，彌補了服務創新領域相關研究上的不足；(3)本研究特別從組織學習的理論切入，彌補了過往服務創新研究在此議題上的不足；(4)本研究提出組織學習機制的概念作為銀髮族服務創新的切入點。
本研究最後並提出服務創新測試階段的組織學習機制相關的實務意涵及後續研究建議，進一步地提出服務創新測試四階段模式、服務創新測試作為、組織學習機制，提供服務創新測試階段組織學習過程的影響因素做為服務業者進行服務創新測試管理與提升測試階段的學習成效時的參考依據。而對於未來有意願投入或開發銀髮族服務業相關服務的創新團隊，本研究亦提供銀髮族服務創新測試階段之組織學習機制的整體性架構的空間。 / With the continuous development of service industries, many industries have bundled with service roles to improve their business and economic activities. The industry for senior service has grown rapidly and has become a market target industry due to the increase in prolonged lives and a healthy aging population. This service industry has become a phenomenon worldwide, and Taiwan currently ranks second in aging populations among Asian countries.
Taiwan’s senior service industry is an emerging industry, the majority of which is supported by smaller companies. Therefore, little researching has been done on the innovative services handling this quickly growing aging population. Furthermore, service innovation remains immature within senior sectors. This opportunity continues to be an interesting topic for all business sectors, but little research has scrutinized the relationship and meaning in service innovations for seniors.
Currently, countries around the world are facing the rapid rise of aging populations and service industry growth, which requires constant learning and adjustment in order to create competitive power. While the “testing stage” of service innovation plays an important role in the service innovation process, the research on service testing stage, whether about the new product development process or the service development process, for the testing stage of the structure and content compared to other stages is scarce.
Therefore, in this research, we adopt the case study method and recruit people from the Chinese elderly service industry to carry out a thorough case study. In particular, this study adopts the “theoretical sampling” method to determine one of the most aging areas in China, with the highest population density in Beijing being the main research field. In this study, we focus on the service innovation test stage’s process in the senior citizen industry, as well as the organization study and narrative research in the testing process, the core of which involves organizational learning and adjustment. Such organizational learning and service innovation for the elderly are both examined in this study through relevant academic literature and case interviews.
The main conclusions of this study are as follows: 1. The process of service innovation testing of the senior citizen industry is divided into four stages: formation period, storm period, normative period, and stable period, all of which have different characteristics, content, and processes; 2. In the service innovation testing stage of organizational learning, in addition to considering the study and adjustment of the service itself, the study and adjustment of the service innovation process shall also be considered; 3. In the different stages of service innovation testing, the service providers adopt different ways of learning to improve the performance of the service being tested; 4. In the process of service innovation testing, the senior-citizen service providers will consider the manpower requirements involved in different service patterns and choose different team compositions and service contents accordingly; 5. In the process of service innovation testing, different types of tasks are established at different test stages; 6. In the different stages of service innovation testing, services are provided through different communication methods to enhance the organizational learning effect in the testing service process; 7. In the process of testing service innovation, the service provider acts according to the differences in the service content and characteristics (customizing degree and information level) and chooses different methods of communication to improve the effectiveness of organizational learning; 8. In the service innovation testing stage, senior citizen service providers adopt different communication methods to improve the organizational learning effect in the process of testing services for the different characteristics of the senior citizen group (socialization degree and interactivity degree).
This study aims to make the following contributions in the academic field: 1. This study discusses specifically the testing of service innovation, which complements the lack of relevant research in the field of service innovation; 2. Focus on the service providers for senior citizens also makes up for deficiencies in the field of services innovation; 3. Use of organizational learning theory as the leverage point supplements the insufficient research on service innovation in the past; 4. This study proposes the concept of organizational learning mechanism as an entry point for senior-citizen service innovation.
Based on this study’s results, we propose some practical implications of the organizational learning mechanism in the service innovation testing stage, as well as some follow-up research suggestions. Furthermore, we put forward the four-stage model of service innovation testing and the organizational learning mechanism and provide the influential factors of the organizational learning process as a reference for service providers to innovate test management and improve the learning effectiveness of the testing stage. In the future, the industry will have to invest in or develop services related to the service of the innovative team. This study also provides the family service innovation testing stage of the organizational learning mechanism for the overall framework of space.
| Identifer | oai:union.ndltd.org:CHENGCHI/G0098359504 |
| Creators | 金雅蘭, Chin,Ya-Lan |
| Publisher | 國立政治大學 |
| Source Sets | National Chengchi University Libraries |
| Language | 中文 |
| Detected Language | English |
| Type | text |
| Rights | Copyright © nccu library on behalf of the copyright holders |
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