| Summary: | 碩士 === 元智大學 === 企業管理學系 === 97 === In the dynamic environment, firms create and maintain the competitive advantage through considering the issue of service innovation and customers. Service delivery innovation plays a critical role in shortening the gaps between customers and firms. However, previous researches lack for discussing the practice of service delivery innovation. This study examines that a firm can practice service delivery innovation when a firm acquires innovative competence. Therefore, we propose a model to empirically demonstrate the antecedents and impacts of innovative competence.
We explore the effect of exploitative and exploratory innovative competence on service delivery innovation. Furthermore, we examine the antecedent roles of responsive market orientation, proactive market orientation and technology orientation.
Furthermore, we develop the conceptual framework and an empirical research which has been conducted within Taiwan information technology industry. Owning to solve the bias of the common method, the self-administered questionnaires were developed into two different parties. Respondents were those who worked in the same company, some are sales managers and the others are marketing and planning managers. Finally, 148 firms took part in the study, providing 148 paired questionnaires (total 298 questionnaires) from two departments.
As a result, the demonstration of the research shows that exploitative innovative competence contributes to service delivery innovation. Exploratory innovative competence cannot directly affect service delivery innovation because firm need to figure out business situation by acquiring market acuity. All the antecedents have positive effect on innovative competence. Specifically, technology orientation is critical driver to affect innovative competence. Moreover, responsive market orientation has greater effect on exploratory innovative competence, and proactive market orientation has greater impact on exploitative innovative competence. The implication for managers from information technology industry suggests that firms need to allocate resources to acquire innovative competence based on its orientation. Furthermore, firms can both carry out service delivery innovation and get competitive advantage when they possess innovative competence.
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