服務業跨功能團隊管理關鍵成功因素之研究—以觀光遊樂業創新大型活動為例

Critical SuccessFactors for Cross-functional Teamwork in Taiwan Amusement Park Industry

10.6158/JLTIR.201511_7(2).0003

林尚平(Shang-Ping Lin)；黃振恭(Chen-Kung Huang)；陳鈞坤(June-Kuen Chen)

組織創新管理 ； 跨功能團隊管理成功關鍵因素 ； 觀光遊樂業 ； 事件行銷管理 ； Organizational innovation management ； success factors for cross-functional teamwork ； amusement Park Industry ； event marketing management

休閒暨觀光產業研究

7卷2期（2015 / 11 / 01）

39 - 54

繁體中文

組織創新管理技術中，常使用跨功能團隊來進行創新專案。該技術係指成員來自二個或二個以上部門，由不同背景專家共同執行，優點在於能降低重複多餘不合宜活動，且能降低不同部門間，因知識轉移而導致研發活動斷層現象。此管理制度被廣為採用，而其關鍵成功因素亦成重要研究議題。然回顧相關文獻，其研究對象大多以歐美大型製造業為主，對產出無形服務產品的觀光業跨功能團隊運作研究，則相對稀少，故此研究缺口成為本研究主要探討內容。經個案研究資料結果與文獻資料比較後發現，與傳統跨功能團隊管理關鍵成功因素歸納相符的有「創新活動的文化基礎」、「體驗行銷為產品設計理念」、「重視前線人員的理解與回饋」和「培育未來人力」等，本研究另提出過去文獻未發現之「知識管理─標準作業流程的建立」與「注重安全議題」等二部份進行相關的分析與討論。

The organizational innovation management is often conducted for the project innovation via cross-functional teamwork. The methodology means, the member is from two or more than two sections, and conduct by different experts, the advantage is to reduce the unnecessary activities and make the efficiency in different section when doing the knowledge transfer. This managerial institution is comprehensive to be accepted, the success factors became to an important research issue. Thus, the related literature for the research, mostly focus to the large-scale European and American manufacturing industry, to study the intangible service product of cross-functional teamwork in Amusement Park Enterprises. Thus, the main goal is to fill up the research gap. The result of literature comparative study found, ＂Culture-based＂, ＂experiential marketing thinking＂, ＂pay attention to front-line staff understanding and feedback.＂ and ＂training in team＂ is positive and related as the result of literature. The knowledge management -SOP flow setting and security issue of complement for activities are the success factors are the contribution for this study.

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