價值共創在服務作為之角色

The Role of Value Co-creative in Service Implementation

10.6495/CIMBM.201806.0016

王俊賢(Chun-Hsien Wang)；張景行(Ching-Hsing Chang)；許淯軫(Yeeh-Tzen Khor)；林柏妗(Po-Jin Lin)

服務導向經濟 ； 服務創新 ； 服務品質 ； 價值共創 ； 需求不確定性 ； Service-oriented economy ； service innovation ； service quality ； demand uncertainty ； co-creation

科際整合管理研討會

2018第20屆（2018 / 08 / 01）

234 - 248

繁體中文

在過去的十年，廠商的經營活動在生產和服務已產生快速的變化，尤其是顧客參與此類活動產生了顯著影響。因此，這種快速發展刺激生產者和消費者兩者進行共創，來提高產品和服務的價值。共創已經被視為廠商在產品和服務生態系統中重要部份，且是供應商與客戶資源整合過程。通過共創過程，參與者在合作活動和互動過程中分享他們的資源和知識，實踐共創價值。本研究發展一個情境架構，來探討服務作為如何驅動共創價值與企業績效。我們採用127個服務導向的廠商為我們的實證樣本作為實證分析之用。研究結果發現，兩項服務實施活動（服務品質與服務創新）對影響價值共創有正面影響。價值共創在服務實施和企業績效間扮演中介作用。

The production and service has rapid change during past decade, which brings significant impacts to customer participating in such activity. This rapid development stimulates producers and customers simultaneously efforts in co-creation process for enhancing value of products and services. Co-creation is recognized as a resource integration process involving firms, suppliers, and customers that are guided business ecosystem. Through co-creation processes, the participators share their resources and knowledge during collaborative activities and interactions, termed co-creation practices. The study develops a contingency framework on how the service implementation drives co-creation in generating firm performance. We employ 127 service-oriented firm as our empirical analysis. Results indicate two service implementation activities (service quality and service innovation) that affect value co-creation. The value co-creation plays mediating role between service implementation and firms performance.