服務導向工業實踐模式之探討

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姓名

周峻毅(Chun-Yi Chou) 查詢紙本館藏

畢業系所

企業管理學系

論文名稱

服務導向工業實踐模式之探討
(The Practice of Servitization within Manufacturing)

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摘要(中)

在現在快速變動的環境當中，製造商為提高獲利，開始提供與其生產產品相關的附加服務，而這個過程可以稱作為服務化(Servitization)。服務化代表了從產品銷售到商品和服務整合的商業模式轉變和組織轉型，這種服務導向策略能使製造商發展出新的競爭優勢。在服務化的過程中，企業將提供服務作為與對手產品差異化的機會，以達成更高的顧客滿意度。本研究透過實證分析探討製造業轉化為服務導向工業對生產績效與服務效能間之關係。此外，製造業轉變成服務導向架構讓其產品能夠擁有不同於兢爭對手的附加價值，並透過資訊科技來提升企業績效，因此本研究模型亦透過資訊科技為基礎來探討服務導向企業如何透過實踐服務架構之過程，並同時提升服務效能。
本研究以263研究樣本分析台灣製造業進行服務導向工業之實踐模式。以資訊科技(Information Technology)、服務導向架構(Service-oriented architecture)、生產與服務績效(Performance of Production and Service)等作為服務導向工業實踐模式之構面，並透過路徑分析(Path analysis)及結構方程模型(Structure Equation Modeling, SEM)來探討構面間的檢驗方式。結果顯示在製造業採取服務化策略時，資訊科技對工業創新、敏捷生產會有直接顯著影響，並透過快速且多樣性的方式滿足顧客需求，再進而影響生產績效與服務效能。

摘要(英)

There is growing rapidly and uncertainty in today’s environment. In order to face this change, manufacturers begin to offer services that adding value to their offerings for increasing profit. The term given to a transformation where manufacturers increasingly offer services that are tightly coupled to their products, called “Servitization”. This study explores the relationship between production performance and service performance in manufacturing through empirical analysis. Therefore, this study also explores how service-oriented firms are based on information technology. In addition, the transformation of manufacturing into a service-oriented architecture allows its products to have added value different from competitors and enhance business performance through information technology.
This study conducts the practice of service-oriented by 263 Taiwanese manufacturing companies. The components of the model include information technology, service-oriented architecture, performance of production and service. By using path analysis and structural equation modeling, our finding shows that IT has a direct and obvious impact on industrial innovation and agile production in the manufacturing. It can meet customer needs through the fast and diverse way, which affects performance of production and service.

關鍵字(中)

★ 製造業
★ 服務化
★ 服務導向架構
★ 結構方程式模型分析

關鍵字(英)

★ manufacturing
★ Service
★ Service-oriented architecture
★ Structure Equation Modeling

論文目次

目錄
中文摘要 i
ABSTRACT ii
圖目錄 v
表目錄 vi
第一章　緒論 1
1-1 研究背景與動機 1
1-2 研究目的 2
1-3 論文架構與研究流程 3
第二章　文獻回顧 5
2-1服務 5
2-1-1 服務的定義與特徵 5
2-1-2服務導向定義 6
2-2 資訊科技 7
2-2-1 IT建設(Information Technology Construction) 7
2-2-2 IT同化(Information Technology Assimilation) 8
2-3 服務導向架構 10
2-3-1 工業創新(Industry Innovation) 10
2-3-2 敏捷生產(Agile Production) 11
2-4服務導向工業績效 12
2-4-1 生產績效(Production Performance) 12
2-4-2 服務效能(Service Performance) 13
2-5 小結 14
第三章　研究模型 15
3-1研究模型發展歷程 15
3-1-1透過Liu et al. (2013) 架構模型構面與構面衡量 15
3-1-2透過Baines et al. (2013) 架構模型構面與構面間關聯 16
3-2研究模型與研究假說 18
3-3 研究構面之操作性定義與問卷發展衡量 22
3-3-1影響服務導向工業主要因素之衡量 22
3-3-2 問卷發展 25
3-4 研究方法與研究設計 29
3-4-1尺度衡量選擇 29
3-4-2資料蒐集方式 29
3-5統計方法分析 30
3-5-1敘述統計分析(Descriptive statistics) 30
3-5-2相關分析(Correlation Analysis) 31
3-5-3驗證性因數分析(Confirmatory Factor Analysis, CFA) 31
3-5-4區別效度分析(Discriminant Validity Analysis) 31
3-5-5結構方程模式(Structural Equation Modeling, SEM) 32
3-5-6路徑分析(Path Analysis) 32
3-5-6中介效果分析(Mediator Analysis) 32
3-6 小結 33
第四章　研究分析與結果 34
4-1問卷基本資料分析 34
4-1-1問卷發放方式 34
4-1-2問卷回收概況 34
4-1-3資料選取與基本分析 34
4-2 敘述性統計分析結果 38
4-2-1 資訊科技架構之敘述性統計分析 38
4-2-2 服務導向工業架構之敘述性統計分析 39
4-2-3 生產與服務績效之敘述性統計分析 40
4-3 信度與效度檢驗 41
4-3-1 驗證性因素分析 41
4-3-2 信效度分析 45
4-4 假說檢驗結果 46
4-4-1 服務導向研究模型之檢定結果 46
4-4-2 服務導向工業模型之路徑分析 47
4-4-3 服務導向工業模型之中介效果分析 48
4-5 檢驗結果整理 49
第五章　研究論述與管理意涵 51
5-1研究論述 51
5-1-1 與Baines et al. (2013)製造業服務化的實踐方式的比較 51
5-1-2 與Liu et al. (2013)資訊建設對企業績效的影響比較 52
5-1-3 與Rust and Huang (2014)IT使企業提升服務效能的影響比較 54
5-2 管理意涵 55
第六章結論與後續研究方向 57
6-1 研究結論 57
6-2 研究限制與後續研究方向 58
參考文獻 59
附錄-正式問卷 68

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指導教授

呂俊德(Jun-Der Leu)

審核日期

2017-7-18

推文