服務業的重要性在過去的三十年間變得越來越為突出，因為服務幾乎佔據了多數發達經濟體國內生產總值的絶大部分，而傳統上以製造業為主的國家現在也開始在服務行業有突飛猛進的增長。與此同時，服務創新被看作是“下一個重大事件“，但是目前關於創新的研究卻仍集中于製造業的創新，而缺乏對比服務創新和製造業創新並且聚焦于服務創新和新服務開發活動的實證研究。本篇論文致力於消減這樣的不足，以實證的方式通過三個不同的研究探討了若干關於服務創新的研究問題，其資料來源於組織層面686家服務企業及1646家製造企業的資料、專案層面從一個大型多部門的中國服務企業獲得的關於多個新服務開發專案的資料。 / 研究1從服務主導邏輯和資源基礎觀出發，以實證研究方式探討並比較了顧客導向對於服務創新和製造業創新的不同影響。該研究主要涉及兩個研究問題：1）顧客導向是否正向影響服務創新性和產品創新性，而這樣的影響在服務企業和製造企業中有何不同表現？2）供應商合作和技術能力是否作為仲介變數影響了顧客導向和服務/產品創新性之間的關係，而這種影響是否在服務企業和製造企業中表現的不同？通過對於這兩個問題的實證研究，本文對服務創新對比製造業創新、以及服務主導邏輯方面的文獻和理論做出了貢獻，並且也為製造企業和服務企業的決策者提供了一些管理啟示。 / 研究2通過分析來自於中國一家大型移動電訊運營商的70個新服務開發專案，借鑒並擴展了現有服務創新研究。該研究首先試圖證實一個現有的關於服務創新的分類法，接著又通過實證研究的結果延伸了該分類法，最後提出了一些關於不同種類服務創新的假設並初步驗證了這些假設。該研究的結果對於服務創新分類有理論貢獻，也對如何在網路環境下管理新服務開發活動有著啟示。 / 研究3 是建立在研究2基礎上的跟進研究。通過使用多案例研究方法，探討了服務創新如何在大型組織中進行推廣。該研究關注三個問題：1）哪些組織因素影響了服務創新的成功推廣？2）服務創新的種類如何影響其推廣，而不同種類的服務創新又該如何相應地推廣？3）開發和推廣團隊的轉變如何影響服務創新的推廣？本研究從研究2涉及的70個服務創新專案中挑選了10個作為案例，每個均採取了有時間跨度的縱向案例研究。本研究對服務創新推廣相關文獻和理論做出了貢獻，亦為服務企業尤其是具有多個業務部門及分公司的大型服務企業的經理人們提供了管理啟示。 / The importance of service sector has grown significantly over the past three decades as services dominate the majority of GDP in most advanced economies and even countries that historically focused on manufacturing are now growing rapidly in services. Meanwhile, service innovation has been regarded as “the next big thing, but the majority of innovation research still focuses on innovation in manufacturing. There is a scarcity of empirical studies to address the differences between service innovation and manufacturing innovation and to focus on service innovation and new service development activities. This thesis is an effort to remedy that deficiency by empirically addressing several major issues about service innovation with three studies, based on organizational-level data collected from 686 service companies and 1646 manufacturing companies and project-level data of new service development projects collected from a large multi-units service company in China. / In Study 1, the impact of customer orientation on service innovation and manufacturing innovation has been empirically investigated and compared through the theoretical lens of service-dominant logic and resource-based view. This study mainly addresses two research questions: 1) Does customer orientation positively relate to both service and product innovativeness and how does this effect differ between service and manufacturing firms? 2) Do supplier collaboration and technological capability mediate the relationship between customer orientation and service/product innovativeness differently in service firms and manufacturing firms? By empirically addressing these two research questions, this study contributes to the literature on service versus manufacturing innovation and service-dominant logic, and provides some managerial implications for decision makers in both manufacturing firms and service firms. / Study 2 builds on and extends extant service innovation research by investigating 70 new service development (NSD) projects of a large mobile telecom firm in China. This study first seeks to validate an existing taxonomy of service innovation, and then seeks to extend the taxonomy, grounded on the empirical research findings. Finally this study develops propositions concerning service innovation types and provides preliminary empirical investigation. Results from the analyses contribute to the literature on the taxonomy of service innovation and provide insightful implications as how to manage the NSD activities in the network environment. / Study 3 is a follow-up study of the second study. This study uses a multiple-cases research design to study the deployment of service innovations in a large organization. Three important research questions are addressed: 1) what are the organizational factors leading to successful deployment of innovations? 2) How does the type of service innovation influence the deployment and how should different types of innovation be deployed accordingly? 3) How does the change of development and/or deployment team influence the deployment of innovations? 10 cases out of the 70 service innovations covered in Study 2 are selected and a longitudinal case-study approach is employed. This study contributes to literature of service innovation deployment and provides managerial implications for managers in service firms, especially those large service firms with multiple units or subsidiaries. / Detailed summary in vernacular field only. / Detailed summary in vernacular field only. / Detailed summary in vernacular field only. / Detailed summary in vernacular field only. / Wang, Qiang. / Thesis (Ph.D.)--Chinese University of Hong Kong, 2013. / Includes bibliographical references (leaves 118-128). / Abstract also in Chinese. / ABSTRACT --- p.I / ABSTRACT (CHINESE) --- p.IV / ACKNOWLEDGEMENTS --- p.VI / TABLE OF CONTENTS --- p.VIII / LIST OF FIGURES --- p.XI / LIST OF TABLES --- p.XII / Chapter CHAPTER 1 --- INTRODUCTION --- p.1 / Chapter 1.1 --- The Definition and Characteristics of Service --- p.2 / Chapter 1.2 --- Service Innovation and New Service Development --- p.3 / Chapter 1.3 --- Structure of the Thesis --- p.4 / Chapter CHAPTER 2 --- LITERATURE REVIEW --- p.7 / Chapter 2.1 --- Service Innovation versus Manufacturing Innovation --- p.7 / Chapter 2.2 --- The Taxonomy of Service Innovation --- p.10 / Chapter 2.3 --- Mainstream Theories Being Used in Service Innovation --- p.15 / Chapter 2.3.1 --- Service-dominant logic (SDL) --- p.15 / Chapter 2.3.2 --- Resource-based view (RBV) --- p.17 / Chapter 2.3.3 --- Dynamic capabilities view (DCV) --- p.18 / Chapter 2.3.4 --- Other theories or perspectives --- p.19 / Chapter CHAPTER 3 --- THE EFFECTS OF CUSTOMER ORIENTATION ON PRODUCT/SERVICE INNOVATIVENESS AND FIRM PERFORMANCE: A COMPARATIVE STUDY OF MANUFACTURING AND SERVICE FIRMS --- p.24 / Chapter 3.1 --- Introduction --- p.24 / Chapter 3.2 --- Theoretical Background and Literature Review --- p.27 / Chapter 3.2.1 --- Service versus manufacturing innovation --- p.27 / Chapter 3.2.2 --- Customer orientation --- p.31 / Chapter 3.2.3 --- Service-dominant logic --- p.34 / Chapter 3.3 --- Research Framework and Hypotheses --- p.35 / Chapter 3.3.1 --- The effect of customer orientation on innovation performance --- p.36 / Chapter 3.3.2 --- A customer-centric model of firm resources --- p.32 / Chapter 3.3.3 --- A comparison of the model in service versus manufacturing firms --- p.42 / Chapter 3.4 --- Research Methodology --- p.45 / Chapter 3.4.1 --- Measures --- p.45 / Chapter 3.4.2 --- Sampling and data collection --- p.49 / Chapter 3.4.3 --- Respondent profile --- p.50 / Chapter 3.5 --- Analysis and Results --- p.52 / Chapter 3.5.1 --- Non-response bias and common method bias --- p.52 / Chapter 3.5.2 --- Reliability and validity --- p.53 / Chapter 3.5.3 --- Hypotheses testing results --- p.55 / Chapter 3.6 --- Discussion and implications --- p.57 / Chapter 3.6.1 --- Theoretical implications --- p.57 / Chapter 3.6.2 --- Managerial implications --- p.60 / Chapter 3.6.3 --- Limitations and avenues for future research --- p.61 / Chapter CHAPTER 4 --- A TAXONOMY OF SERVICE INNOVATION BASED ON ANALYSES OF NEW SERVICE DEVELOPMENT PROJECTS IN A MOBILE TELECOM FIRM --- p.63 / Chapter 4.1 --- Introduction --- p.63 / Chapter 4.2 --- Theoretical Background and Research Propositions --- p.65 / Chapter 4.2.1 --- Service innovation and its typology --- p.65 / Chapter 4.2.2 --- The relationship between different service innovation types --- p.68 / Chapter 4.2.3 --- Service innovation type and collaboration --- p.69 / Chapter 4.3 --- Methodology --- p.70 / Chapter 4.3.1 --- Research design and level of analysis --- p.70 / Chapter 4.3.2 --- Data collection --- p.72 / Chapter 4.3.3 --- Data analysis method --- p.74 / Chapter 4.4 --- Results --- p.77 / Chapter 4.4.1 --- The taxonomy of service innovation --- p.77 / Chapter 4.4.2 --- A refined taxonomy of service innovation --- p.79 / Chapter 4.4.3 --- External collaborations and duration of projects --- p.81 / Chapter 4.5 --- Discussion and Conclusion --- p.83 / Chapter 4.6 --- Limitations and Future Research --- p.86 / Chapter CHAPTER 5 --- THE DEVELOPMENT AND DEPLOYMENT OF SERVICE INNOVATIONS: A LONGITUDINAL CASE STUDY --- p.89 / Chapter 5.1 --- Introduction --- p.89 / Chapter 5.2 --- The Deployment of Service Innovation --- p.90 / Chapter 5.2.1 --- The locus of service innovation --- p.93 / Chapter 5.2.2 --- The deployment of different types of service innovation --- p.94 / Chapter 5.2.3 --- The organization for deployment --- p.96 / Chapter 5.3 --- Research Method --- p.98 / Chapter 5.3.1 --- Empirical case research --- p.98 / Chapter 5.3.2 --- The deployment of service innovations studied --- p.100 / Chapter 5.4 --- Results --- p.102 / Chapter 5.4.1 --- An overview of the deployment outcomes --- p.102 / Chapter 5.4.2 --- The locus of the service innovations --- p.103 / Chapter 5.4.3 --- The three types of service innovation --- p.105 / Chapter 5.4.4 --- The organization for the deployments --- p.106 / Chapter 5.5 --- Discussion and Conclusion --- p.110 / Chapter 5.6 --- Limitations and Future Research --- p.113 / Chapter CHAPTER 6 --- CONCLUSION --- p.115 / Chapter REFERENCES --- p.118 / Chapter APPENDIX A. --- MEASUREMENT ITEMS FOR STUDY 1 --- p.129 / Chapter APPENDIX B. --- THE CASE RESEARCH PROTOCOL FOR STUDY 3 --- p.131
| Identifer | oai:union.ndltd.org:cuhk.edu.hk/oai:cuhk-dr:cuhk_328488 |
| Date | January 2013 |
| Contributors | Wang, Qiang, Chinese University of Hong Kong Graduate School. Division of Business Administration. |
| Source Sets | The Chinese University of Hong Kong |
| Language | English, Chinese |
| Detected Language | English |
| Type | Text, bibliography |
| Format | electronic resource, electronic resource, remote, 1 online resource (xii, 132 leaves) : ill. (some col.) |
| Rights | Use of this resource is governed by the terms and conditions of the Creative Commons “Attribution-NonCommercial-NoDerivatives 4.0 International” License (http://creativecommons.org/licenses/by-nc-nd/4.0/) |
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