休閒產業以經營策略的觀點來探討服務創新對顧客價值的影響之研究

The Leisure Industry from the Viewpoint of Business Strategies to Discuss the Effects of Service Innovation on Customer Value

10.3966/102596272019090443002

江宛儒(Wan-Ju Chiang)；鍾任琴(Jen-Chin Chung)；簡雯媛(Wen-Yuan Chien)

休閒產業 ； 經營策略 ； 服務創新 ； 顧客價值 ； 企業競爭力 ； Leisure industry ； Business strategy ； Service innovation ； Customer value ； Firm competitiveness

企業管理學報

44卷3期（2019 / 09 / 01）

33 - 57

繁體中文

近年來工作已不再是佔據人類生活的全部區塊，隨著周休二日的實施，對於從事休閒生活的態度也隨著假日增多而改變。當個人所得提升，扣減必要家庭支出與個人支出後，消費者會轉向尋求重視家庭化或個人化休閒方式，使整體生活品質提升。有鑑於此，本研究，針對在臺灣北中南各地區休閒產業業者為對象，本研究以休閒產業員工為發放問卷對象，採取隨機抽樣方式，進行實地面對面問卷，本研究發出問卷300份，回收有效問卷264份，問卷回收率88%。本研究成果：瞭解目前休閒產業的整體環境，以及休閒產業發展之脈絡，進一步掌握休閒產業的經營模式、經營策略與發展特性。實證分析之結果可供休閒產業，在於未來擬定經營策略之精進作為參據。

Work does not occupy the entire human life any more. Along with the practice of two-day weekends, the attitudes towards leisure life are changing with increasing holidays. When the income is enhanced, consumers, after deducting essential household and personal expenses, would turn to seek for family or individual emphasized leisure in order to enhance the overall quality of life. Accordingly, employees in leisure industry in northern, central, and southern Taiwan are randomly sampled. Total 300 copies of questionnaire are distributed on-site, and 264 valid copies are retrieved, with the retrieval rate 88%. The research results could help understand the overall environment in current leisure industry and the development trend of leisure industry to further grasp the business model, business strategies, and development characteristics. The empirical analyses could provide leisure industry with reference for improving future business strategies.

1. 王文英,李佳玲(2008)。策略、智慧資本觀點下之價值鏈活動與財務績效關連性－台灣資訊電子業之實證研究。會計評論，47，89-121。
   連結：
2. 陳筱琪,陳文良,謝靜如(2015)。探討數位化時代台灣出版業所採取的成長策略：服務流程再造與服務創新模式之觀點。科技管理學刊，20(3)，35-68。
   連結：
3. 蔡秉宏,陳方元,曾家洋(2012)。台鐵創新服務之探討。中華民國運輸學會 101 年學術論文研討會
   連結：
4. Andrews, K.(1965).The Concept of Corporate Strategy.Homewood:R.D. Irwin Inc..
5. Bagozzi, R.,Y. Yi(1988).On the Evaluation of Structural Equation Models.Journal of the Academy of Marketing Sciences,16(1),74-94.
6. Brettel, M.,Chomik, C.,Flatten, T. C.(2015).How organizational culture influences innovativeness, proactiveness, and risk-taking: Fostering entrepreneurial orientation in SMEs.Journal of Small Business Management,53(4),868-885.
7. Butz, H.E., Jr.,Goodstein, L.D.(1996).Measuring Customer Value: Gaining the Strategic Advantage.Organizational Dynamics,24(3),63-77.
8. Chen,Wang,Huang,Shene(2016).Service innovation and new product performance: The influence of market-linking capabilities and market turbulence.International Journal of production Econcmic,172,54-64.
9. Drucker, P. F.(1986).Innovation and Entrepreneurship: Practice and Principles.London:Heinemann.
10. Dwivedi, A.(2015).A higher-order model of consumer brand engagement and its impact on loyalty intentions.Journal of Retailing and Consumer Services,24,100-109.
11. Flint, D. J.,Woodruff, R. B.,Gardial, S. F.(1997).Customer Value Change in Industrial Marketing Relationships: A Call for New Strategies and Research.Industrial Marketing Management,26(2),163-175.
12. Fornell, C. R.,Larcker, F. F.(1981).Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics.Journal of Marketing Research,18(3),382-388.
13. Franklin, M.,Searle, N.,Stoyanova, D.,Townley, B.(2013).Innovation in the application of digital tools for managing uncertainty: The case of UK independent film.Creativity and Innovation Managemen,22(3),320-334.
14. Gallouj, F.(2002).Innovation in the Service Economy: The New Wealth of Nations.Cheltenham:Edward Elgar.
15. Geoffrey, A. M.(2011).Escape Velocity: Free Your Company's Future from the Pull of the Past.New York:Harperbusiness.
16. Hair, J. F.,Anderson, R. E.,Tatham, R. L.,Black, W. C.(1998).Multivariate Data Analysis.Upper Saddle River, NJ:Practice Hall.
17. Heinonen, K.,Strandvik, T.,Voima, P.(2013).Customer dominant value formation in service.European Business Review,25(2),104-123.
18. Hertog, P. den,Bilderbeek, R.(1999).Conceptualising service innovation and service innovation patterns.framework of the SIID Project,Dialogic, Utrecht:
19. Hill, C. W. L.,Jones, G. R.,Schilling, M. A.(2016).Strategic Management Theory.Boston:Cengage Learning.
20. Hope, J.,Hope, T.(1997).Competing in the Third Wave.Harvard Business: School Press.
21. Huber, F.,Herrmann, A.,Morgan, R. E.(2001).Gaining Competitive Advantage through Customer Value Oriented Management.Journal of Consumer Marketing,18(1),41-53.
22. Kim, W. C.,Mauborgne, R.(2005).Blue Ocean Strategy: How to Create Uncontested Market Space and Make the Competition Irrelevant.Boston, MA:Harvard Business School.
23. Kunttu, A.,Torkkeli, L.(2015).Service innovation and internationalization in SMEs: implications for growth and performance.Management Revue,26(2),83-100.
24. Lussier, B.,Hartmann, N. N.(2017).How psychological resourcefulness increases salespersons sales performance and the satisfaction of their customers: Exploring the mediating role of customer-oriented behaviors.Industrial Marketing Management,62,160-170.
25. Mintzberg(1979).The structuring of organizations: a synthesis of the research.Prentice-Hall.
26. Mintzberg(1994).Rise and Fall of Strategic Planning.New York:Simon and Schuster.
27. Olcer, F.,Florescu, M.(2015).Mediating effect of job satisfaction in the relationship between psychological empowerment and job performance.Business Excellence and Management,5(1),5-32.
28. Porter, M.E.(1985).Technology and Competitive Advantage.Journal of Business Strategy,5(3),60-78.
29. Porter, M.E.(1980).Competitive Strategy: Techniques for Analyzing Industries and Competitors.New York:The Free Press.
30. Rintamaki, T.,Kanto, A.,Kuusela, H.,Spence, M. T.(2006).Decomposing the value of department store shopping into utilitarian, hedonic and social dimensions.International Journal of Retail and Distribution Management,34(1),6-24.
31. Sweeney, J. C.,Soutar, G. N.(2001).Consumer perceived value: the development of a multiple item scale.Journal of Retailing,77(2),203-220.
32. Tallon, p. p.(2010).A Service Science Perspective on Strategic Choice, IT, and Performance in U.S. Banking.Journal of Management Information Systems,26(4),219-252.
33. Tam, J. L. M.(2004).Customer satisfaction, service quality and perceived value: an integrative model.Journal of Marketing Management,20(7-8),897-917.
34. Tax, S. S.,Stuart, I.(1997).Designing and Implementing New Services: The Challenges of Integrating Service Systems.Journal of Retailing,73(1),105-134.
35. Tidd(2003).wood products export report. december, data processing sectionwood products export report. december, data processing section,Takoradi Ghana:.
36. Treacy, M.,Wiersema, F.(1995).The discipline of market leaders: Choose your customers, narrow focus, dominate your market.MA:Addison-Wesley.
37. Venkateswarlu, P.,Ranga, Vivek,Sreedhar, A.(2015).Antecedents of customer loyalty in hospitals.The IUP Journal of Marketing Management,14(4),7-19.
38. Weerawardena, J.(2003).Exploring the role of market learning capability in competitive strategy.European Journal of Marketing,37(3/4),407-429.
39. Yi, M. Y.,Jackson, J. D.,Park, J. S.,Probst, J. C.(2006).Understanding information technology acceptance by individual professionals: Toward an integrative view.Information & Management,43(3),350-363.
40. Zeithaml, V. A.(1988).Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence.Journal of Marketing,52(3),2-22.
41. Zhang, C. Y.,Tan, R. H.,Cao, G. Z.(2014).Research on Product Design Process Driven by Customer Value Theory.In Applied Mechanics and Materials,532,623-628.
42. 大前研一,黃宏義（譯）(1989).策略家的智慧.臺北市:長河.
43. 王虹雅(2013)。中國文化大學觀光事業學系。
44. 司徒達賢(2001).策略管理新論－觀念架構與分析方法.臺北市:智勝文化事業出版.
45. 林豐瑞,刁儷雅,王姿惠,郭于壬(2014)。服務品質、知覺價值、遊憩體驗影響滿意度與忠誠度之研究－以屏東萬巒沿山休閒農業區為例。台灣農學會報，15(2)，164-194。
46. 高海英(2015)。公共圖書館服務創新的實踐與思考。圖書館學刊，12，89-91。
47. 莊立民,段起祥(2006)。臺灣服務業組織創新量表發展之研究。產業論壇，8(2)，65-83。
48. 陳金足,陳春富(2017)。國際運動賽事對觀光吸引力、涉入程度、知覺價值、行為意圖與運動觀光發展態度之研究。北商學報，31，55-82。
49. 陳振宜(2013)。宜蘭大學應用經濟與管理學系經營管理碩士班。
50. 陳鈺壬(2013)。南台科技大學碩士班。

1. 蔡玲瓏(2020)。服務創新與節慶意象對遊客重遊意願之影響－以臺灣燈會為例。休閒產業管理學刊，13(1)，1-26。