Using FAHP Method to Analysis the Important Factors of Service Innovation

• Main Authors: HUANG,WAN-YI, 黃琬貽
• Other Authors: CAI,JHENG-HONG
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/00282554348502880878

碩士 === 正修科技大學 === 經營管理研究所 === 102 === Rapid change and intense competition characterize modern business and industrial environments. To survive and achieve excellence, enterprises need to improve their service innovation – one of the most important capabilities for management. Knowing such importance, the present study adopts Fuzzy AHP methods to explore the contents and dimensions of the construct of service innovation. Experts and customers from two different industries (library and coffee shops) were surveyed and we gain the following conclusions from the FAHP analyses. First, the construct of service innovation constitutes four dimensions, including concept innovation, customer interface innovation, service giving innovation, and technological innovation. These four dimensions are composed of 14 indicators. Second, for libraries, the factor importance follows this order: technological innovation, service giving innovation, concept innovation, and then customer interfce innovation. For coffee shops, on the other hand, the factor importance follows this order: service giving innovation, concept innovation, technological innovation, and then customer interface innovation. The results of this study offer practical implications for companies to develop more concise goals and strategies for service innovation, in order to strengthen service performance and satisfaction.