物流服務業導入服務創新對營運績效之影響

The Impact of Service Innovation on Business Performance of Logistics Service Providers

物流管理是影響企業供應鏈體系成敗的關鍵因素。在激烈競爭的環境下，物流業者思考如何降低成本、提升效率以及服務品質之際，創新服務是企業能否永續經營的一個重要項目之一。本文採用質化研究方法，深入訪談六家不同的物流個案公司，以跨個案比較剖析個案公司的經營策略與服務創新。經過研究整理與分析後，發現物流服務業的服務創新有四種類型，包括：服務延伸、彈性應變能力、資訊系統整合與價值鏈的延伸。最後，從個案研究中發展出物流服務業導入服務創新的四項命題與四種服務創新類型。所以物流業者導入服務創新，有助於提升企業營運效益。 Logistic management is one of the key success factors of a supply chain system. Logistic service providers (LSPs) consider how to decline the cost, improve the efficiency and service quality under fierce competition. Besides, innovation is also a critical factor for sustainable development. Referring to related literature of logistics, business model and service innovation, we develop the research framework and design the questionnaire. Using the designed questionnaire, six firms were interviewed for business strategy/service innovation data gathering and comparison. After data reorganized and analyzed, we categorize the service innovation into four types: service extension, flexible ability, information system integration, and the extension of value chain. Finally, this paper develops four propositions and four types of service innovation for LSPs. If LSPs intend to promote their competitiveness, they may emphasis on service innovation.