建構服務創新衡量模式之研究－以台灣國際觀光旅館業為例

王怡茵

doi:10.6833/CJCU.2008.00170

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建构服务创新衡量模式之研究－以台湾国际观光旅馆业为例

Constructing Service Innovation Measurement Model-Take Taiwan's International Tourist Hotel as example

王怡茵 , 硕士　　导师：庄立民博士;刘春初博士　　

繁体中文 DOI： 10.6833/CJCU.2008.00170

国际观光旅馆；服务创新；内容分析法；三角测量法；模糊层级分析法； International tourist hotel ； service innovation ； content analysis ； triangulation ； FAHP

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As the investment and economic environment changed rapidly, the service sector not only grew rapidly in every economic system, but also replaced the role of industry in several modern countries. In the era of globalized competition, service innovation had become a new famous science in service industry. With the rapid transition of industrial structure, and as member of service sector, labor-intensive international tourist hotel was influenced largely by the concept of “service innovation”, rather than the impact from external environment.

Service innovation was an emerging field that aroused attentions in service industry, especially the service-oriented international tourist hotels. However, there existed very few researches on such newly emerged topic. The directions and content of research on service innovation usually varied largely, though more and more researches occurred, it was still insufficient to interpret and clarify the connotation of service innovation. Notwithstanding many empirical researches probed into the performance relationship between service and innovation, they failed to achieve a coherent conclusion. Based on this, this research took advantage of literature review, expert interview, content analysis and triangulation to develop scale. In the stage of establishing measuring model, the multiple indices were applied to precisely calculate weights of each direction through confirmatory factor analysis, validity and reliability analysis, fuzzy analytic hierarchy process (FAHP). Comprehensively, this research conducted qualitative and quantitative method. According to the research result, when it came to the service innovation in international tourist hotels, the most significant factors in “novelty of service delivery process” was “service attitude and hotel system”, “reference of customer database” in “service revision”, “develop innovative service” in “novelty of market from service” and “conditions for new product development” in “novelty of company from service.”

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DOI可强化引用精确性、增强学术圈连结，并给予使用者跨平台的良好使用经验，目前在全世界已有超过五千万个对象申请DOI。如想对DOI的使用与概念有进一步了解，请参考（）。