製造業轉型為服務導向企業之研究：以服務科學的觀點

The Study of Transforming Manufacturing Firms into Service-oriented Business: An SSME Perspective

10.6378/JTM.200906.0059

林玉惠(Yu-Hui Lin)；萬鍾汶(Jong-Wen Wann)；陸大榮(Ta-Jung Lu)

服務科學 ； 服務創新 ； 企業轉型 ； 服務導向 ； 製造業服務化 ； Service Science, Management and Engineering SSME ； Service Innovation ； Business Transformation ； Service-oriented ； Servitization

科技管理學刊

14卷2期（2009 / 06 / 01）

59 - 96

繁體中文

本研究旨在探討過去以製造能力見長的台灣企業於服務經濟來臨時，透過服務創新發展加值型服務來提升自身的競爭優勢與獲利能力之課題。應用「服務科學、管理學與工程學(SSME)」跨領域整合的觀點，分析製造業服務化的過程中管理者如何應用創新的營運方式，協助企業成功轉型為服務導向的企業。本研究推論出6個研究假說，發展4個線性結構關係的理論模型，共計發放360家轉型中或轉型後的製造商，回收有效問卷130份（回覆率36%）。利用AMOS軟體作實證的推估與驗證，由結果獲得二項重要發現：(1)資訊科技能力對顧客介面、傳遞系統和服務概念之服務創新構面有正向且顯著的關係；(2)顧客介面、傳遞系統和服務概念之服務創新構面對企業流程再設計、企業網絡再設計和企業範疇再定義之轉型層次有正向且顯著的關係。根據調查結果，本研究認為現有的製造業者已體認自身同時也是服務的提供者，懂得利用資訊科技建構服務的平台，由生產導向逐漸轉變為服務導向，故而實質上符合服務科學的精神。

The purpose of this study is to explore how Taiwanese manufacturing firms develop competitive advantages via providing value-added innovative services and how they transform themselves into service-oriented businesses. This study utilized a cross-disciplined Service Science, Management and Engineering (SSME) perspective to examine how managers using novel business model to successfully assist companies in the ＜||＞servitization＜||＞ process. Our framework of the relationship between service innovation and business transformation was built on Hertog, Venkatraman, and Rouse's studies of service innovation, business transformation and information technology (IT) capability. Six hypotheses and four linear structural relationships model were developed. A total of 360 questionnaires were dispatched to manufacturing companies which have gone through or are in the process of transforming into service-oriented firms in Taiwan and 130 valid questionnaires were obtained. The data was analyzed by AMOS to reveal the following two points: (1) IT capability has positive effects on the client interface, delivery system and service concept of a service innovation. (2) The client interface, delivery system and service concept of a service innovation have positive effects on the business process redesign, business network redesign and business scope redefinition of business transformation. Our results indicated that the manufacturing companies in Taiwan have realized that they are also service providers and are capable of utilizing IT technology to build the service platform to transform themselves into service-oriented businesses which is inline with SSME.

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