近幾年來，服務創新已成為企業經營方面最重要的課題之一，許多企業設立研發部門與實驗室進行服務的研究，這些企業設法結合工程、技術、管理、顧客等而產生創新的服務，以滿足顧客需求，驅動獲利成長。處於目前企業競爭如此激烈的環境下，企業必須努力創造新服務或差異化的服務，才能維持競爭優勢。
本研究之目的是要探討高雄捷運公司服務創新與績效之關係，找出哪些因素會影響服務創新，進而驗證服務創新對企業績效的影響。本研究之研究模型結合Hansen and Birkinshaw (2007)提出的創新價值鏈結構及其主要指標和高雄捷運公司特徵而建構6個影響服務創新的變數：人力資源管理、研究發展、經營模式、先進科技獲取與開發、夥伴選擇、顧客互動，以這些變數來探討高雄捷運公司服務創新及企業績效。
本研究實證結果發現高雄捷運公司人力資源管理、研究發展、先進科技獲取與開發、夥伴選擇對服務創新有正向顯著關係；高雄捷運公司經營模式、顧客互動對服務創新有正向關係，但不顯著；高雄捷運公司服務創新對企業績效有正向顯著關係。本研究結果可做為都市捷運經營者的參考，幫助他們開發新服務，提升企業績效。最後，提出管理意涵及未來研究建議供經營者及研究者參考。

Service innovation has become one of the most important issues of business management in recent years. A lot of businesses have set up R&D sections and laboratories to engage in service research. These businesses try to combine engineering, technology, management, customers, etc. to produce innovative service in order to meet the customers’ needs and drive the profitability growth. Under the circumstance of keen competition nowadays, a business should make efforts to create new or differentiated services and keep the competitive advantages.
This study aims to explore the relationship between service innovation and performance of Kaohsiung Rapid Transit Corporation(KRTC), finds out which factors will affect the service innovation and then examines the impact of service innovation on business performance. The research model of this study combines the innovation value chain structure with its key indicators put forth by Hansen and Birkinshaw(2007) and KRTC’s characteristics to construct 6 variables that may affect the service innovation：human resource management, R&D, business model, advanced technological acquisition & development, partner choice , and customer interaction , using the 6 variables to explore KRTC’s service innovation and business performance.
The empirical results of this study find that KRTC’s human resource management, R&D, advanced technological acquisition & development, and partner choice have prominent positive impact on service innovation；KRTC’s business model and customer interaction have positive impact on service innovation , but not prominent； KRTC’s service innovation has prominent positive impact on business performance. The results can be for managers’ reference, who work for the urban rapid transit, helping them develop new services and promote the business performance. Finally, this study proposes managerial implications and future research suggestions for managers and researchers.

摘 要 I
Abstract II
致 謝 IV
目 錄 V
表目錄 IIX
圖目錄 X
第一章 緒論 1
1.1 研究背景 1
1.2 研究動機 2
1.3 研究目的 3
1.4 研究流程與論文結構 4
第二章 文獻探討 6
2.1 創新價值鏈結構與主要指標 6
2.2 人力資源管理與服務創新之關係 7
2.3 研究發展與服務創新之關係 9
2.4 經營模式與服務創新之關係 10
2.5 先進科技獲取與開發與服務創新之關係 11
2.6 夥伴選擇與服務創新之關係 13
2.7 顧客互動與服務創新之關係 14
2.8 服務創新與企業績效之關係 15
第三章 研究方法 18
3.1 研究架構與研究假設 18
3.1.1 研究架構 18
3.1.2 研究假設 19
3.2 變數操作性定義 20
3.2.1 人力資源管理 20
3.2.2 研究發展 21
3.2.3 經營模式 22
3.2.4 先進科技獲取與開發 23
3.2.5 夥伴選擇 24
3.2.6 顧客互動 25
3.2.7 服務創新 26
3.2.8 企業績效 27
3.3 研究設計 27
3.3.1 問卷設計 27
3.3.2 研究範圍 28
3.3.3 研究限制 28
3.3.4 研究流程 28
3.4 統計分析方法 29
3.4.1 敘述性統計分析 29
3.4.2 變項操作與衡量 29
3.4.3 複迴歸分析 31
第四章 研究結果分析 32
4.1 敘述性統計 32
4.2 因素分析結果 34
4.2.1 人力資源管理因素分析結果 35
4.2.2 研究發展因素分析結果 36
4.2.3 經營模式因素分析結果 37
4.2.4 先進科技獲取與開發因素分析結果 38
4.2.5 夥伴選擇因素分析結果 39
4.2.6 顧客互動因素分析結果 40
4.2.7 服務創新因素分析結果 41
4.2.8 企業績效因素分析結果 42
4.3 內部一致性分析結果 43
4.3.1 信度分析結果 43
4.3.2 效度分析結果 48
4.4 複迴歸分析分析結果 49
4.5 實證結果 50
第五章 結論與建議 52
5.1 研究結論及管理意涵 52
5.1.1 高雄捷運公司人力資源管理對服務創新之影響 52
5.1.2 高雄捷運公司研究發展對服務創新之影響 53
5.1.3 高雄捷運公司經營模式對服務創新之影響 54
5.1.4 高雄捷運公司先進科技獲取與開發對服務創新之影響 55
5.1.5 高雄捷運公司夥伴選擇對服務創新之影響 56
5.1.6 高雄捷運公司顧客互動對服務創新之影響 57
5.1.7 高雄捷運公司服務創新對企業績效之影響 58
5.2 研究貢獻 60
5.3 未來研究建議 60
參考文獻 61
附錄 67

表目錄
表3-2-1 人力資源管理變數操作定義 20
表3-2-2 研究發展變數操作定義 21
表3-2-3 經營模式變數操作定義 22
表3-2-4 先進科技獲取與開發變數操作定義 23
表3-2-5 夥伴選擇變數操作定義 24
表3-2-6 顧客互動變數操作定義 25
表3-2-7 服務創新變數操作定義 26
表3-2-8 服務創新變數操作定義 27
表4-1-1 樣本基本資料分佈表 33
表4-1-2 相關係數矩陣表 34
表4-2-1 人力資源管理之因素分析表 35
表4-2-2 研究發展之因素分析表 36
表4-2-3 經營模式之因素分析表 37
表4-2-4 先進科技獲取與開發之因素分析表 38
表4-2-5 夥伴選擇之因素分析表 39
表4-2-6 顧客互動之因素分析表 40
表4-2-7 服務創新之因素分析表 41
表4-2-8 企業績效之因素分析表 42
表4-3-1 人力資源管理之信度分析表 44
表4-3-2 研究發展之信度分析表 44
表4-3-3 經營模式之信度分析表 45
表4-3-4 先進科技獲取與開發之信度分析表 45
表4-3-5 夥伴選擇之信度分析表 46
表4-3-6 顧客互動之信度分析表 46
表4-3-7 服務創新之信度分析表 47
表4-3-8 企業績效之信度分析表 47
表4-3-9 信度分析整理表 48
表4-4-1 研究變數對服務創新之複迴歸分析表 49
表4-4-2 服務創新對企業績效之複迴歸分析表 49
表4-5-1 本研究假設驗證之結果表 50

圖目錄
圖1-4-1 本研究之研究流程圖 5
圖2-1-1 創新價值鏈結構與主要指標 7
圖2-2-2 人力資源管理與組織核心能力 8
圖3-1-1 本研究模型 19
圖4-5-1 本研究假設驗證之結果圖 51

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