許多企業日趨重視研發創新的服務，使其能夠與競爭對手存在可區別度、提供差異化服務並且保有競爭力，如何才能讓顧客及員工對新服務感到滿意，並在有效率的情況下讓新服務順利上市將是一個很重要的課題。 「服務體驗工程方法」(Service Experience Engineering; S.E.E.)提供一套有效的方針和工具在創新應用服務上，透過S.E.E.這套方法，企業可以系統化程序進行創新服務研發，亦有助於企業提升服務研發的成功率。在全球競爭下面對快速變動的經營環境，企業也投注大量心力在創新的研究上，企業利用資源的互補，以動態能力從事創新，利用服務體驗工程方法克服進入障礙，取代了傳統優勢企業的領導地位，從這些現象觀察，創新服務動態能力的確有助於提升企業的競爭力。
本研究欲探討企業之服務體驗工程對於服務創新動態能力的影響，並以相關文獻理論為基礎來加以探討，服務創新動態能力對服務創新績效的影響效果。因此，以天下雜誌2014調查台灣五百大製造業、五百大服務業的行銷部門主管為研究對象，發展適合企業的問卷項目，探討服務體驗工程所具備之能力與動態能力對服務創新績效之間的關係。研究結果顯示：(1)服務體驗工程所具備之「趨勢掌握能力」、「策略定位能力」、「服務驗證能力」皆與「服務創新動態能力」有顯著的正向關係；(2)「服務創新動態能力」與「服務創新績效」亦有顯著的正向關係。因此，本研究認為企業除了要具備基礎能力外，更應保持良好的服務創新動態能力進而提高其服務創新績效，並提升企業的競爭優勢。

Many enterprises increasingly attach importance to the development of innovative services, so that they can provide differentiated services and stay competitive. In the research and development process, how to make the customer and staff are satisfied by the new service, and let a new service be on the market efficiently will be a very important issue. “Service Experience Engineering Method” (S.E.E.) provides an effective tool in innovation policy and application services. Facing the rapid changing business environment, many enterprises have given lots of effort in innovation researches. In order to achieve the resource complementarity, enterprises use Dynamic Capability to engage the innovation. Service Experience Engineering overcomes the entry barriers from these observations, dynamic capability of innovation services enhances the competitiveness.
In this research, we want to discuss the influence of Service Experience engineering on service innovation dynamic capability. We also discuss the influence of service innovation dynamic capabilities on service innovation performance. This empirical study investigates the top 500 manufacturing industry and service industry in Taiwan issued by CommonWealth Magazine in 2014. We provide a questionnaire that suit for enterprise, in order to explore the relationship of service experience engineering capabilities and dynamic capabilities on service innovation performance. The results show: (1) “trend grasping capability”, “strategic positioning capability”, and “service verification capability” have significant effects on service innovation dynamic capability. (2) The service innovation dynamic capability have significant effects on service innovation performance.

Afuah, A., 2003, Innovation management: strategies, implementation and profits.
Agarwal, R., and W. Selen, 2009, Dynamic capability building in service value networks for achieving service innovation: Decision sciences, v. 40, p. 431-475.
Baron, R. M., and D. A. Kenny, 1986, The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations: Journal of personality and social psychology, v. 51, p. 1173.
Baum, S. (1989). Putting quality circles to work: a practical strategy for boosting productivity and profits. New York: McGram-Hill.
Bedford, C., & Lee, A. (2008). Would you like service with that? Design Management Review, 19(1), 39-43.
Berkley, B. J. (1996). Designing services with function analysis. Hospitality Research Journal, 20(1), 73-100.
Berry, L. L., J. T. Parish, S. Cadwallader, V. Shankar, and T. Dotzel, 2006, Creating new markets through service innovation: MIT Sloan Management Review, v. 47, p. 56-63.
Betz, F., 2003, Managing technological innovation: competitive advantage from change, John Wiley & Sons.
Blackwell, Roger D., Paul W. Miniard and James F. Engel, (2001), Consumer Behavior, Ninth Edition, Publisher: Ohio, Mike Roche.
Booz, Allen, and Hamilton, 1982, New products management for the 1980s, Booz, Allen & Hamilton.
Brussels, Study on the potential of the Living Labs approach including its relation to experimental facilities for future Internet‐related technologies，European Commission. 2009.
Bullinger, H.-J., K.-P. Fähnrich, and T. Meiren, 2003, Service engineering—methodical development of new service products: International Journal of Production Economics, v. 85, p. 275-287.
Cepeda, G., and D. Vera, 2007, Dynamic capabilities and operational capabilities: A knowledge management perspective: Journal of Business Research, v. 60, p. 426-437.
Chang, S.-C., and M.-S. Lee, 2007, The effects of organizational culture and knowledge management mechanisms on organizational innovation: An
75
empirical study in Taiwan: The Business Review, v. 7, p. 295-301.
Chen, J.-S., and H.-T. Tsou, 2012, Performance effects of IT capability, service process innovation, and the mediating role of customer service: Journal of Engineering and Technology Management, v. 29, p. 71-94.
Chi, L., T. Ravichandran, and G. Andrevski, 2010, Information technology, network structure, and competitive action: Information Systems Research, v. 21, p. 543-570.
Chin, W. W., 1998, The partial least squares approach to structural equation modeling: Modern methods for business research, v. 295, p. 295-336.
Cho, I., H. Park, and J. Choi, 2011, The impact of diversity of innovation channels on innovation performance in service firms: Service Business, v. 5, p. 277-294.
Cohen, W. M., and D. A. Levinthal, 1990, Absorptive capacity: a new perspective on learning and innovation: Administrative science quarterly, p. 128-152.
Congram, C., Epelman, M. (1995). How to describe your service: an invitation to the structured analysis and design technique. International Journal of Service Industry Management, 6(2), 6-23.
Drucker, P. F., and J. L. Noel, 1986, Innovation and Entrepreneurship: practices and principles: The Journal of Continuing Higher Education, v. 34, p. 22-23.
Duffy, J. A. (2000). Service recovery, in New service development: Creating memorable experience. Fitzsimmons, J., Fitzsimmons & Mona J. Fitzsimmons. (Eds.), Thousand Oaks, CA: Sage.
Eisenhardt, K. M., and J. A. Martin, 2000, Dynamic capabilities: what are they?: Strategic management journal, v. 21, p. 1105-1121.
Elsenhardt, K. M., and J. A. Martin, 2000, Dynamic capabilities: What are they: Strategic management journal, v. 21, p. 1105-1121.
Eriksson, M., Niitamo, V.P., and Kulkki, S. State‐of‐the‐art in ulizing Living Labs approach to user centric ICT innovation – a European approach . 2005
Fähnrich, K.-P., Meiren, T., Barth, T., Hertweck, A., Baumeister, M., Demuß, L., Gaiser, B., Zerr, K. (1999). Service engineering. ergebnisse einer empirischen studie zum stand der dienstleistungsentwicklung in Deutschland. Stuttgart: IRB-Verlag.
Feurstein, K., et al., Living Labs: A New Development Strategy, in European Living Labs - A New Approach for Human Centric Regional Innovation, J. Schumacher and V.P. Niitamo, Editors. 2008, Wissenschaftlicher Verlag: Berlin. p. 1-14.
Froehle, C. M., and A. V. Roth, 2007, A Resource‐Process Framework of New Service Development: Production and Operations Management, v. 16, p. 169-188.
76
Fuchs, P. H., K. Miffin, D. Miller, and J. Whitney, 2000, Strategic integration: California Management Review, v. 42, p. 118-129.
Gefen, D., D. W. Straub, and M. C. Boudreau(2000), Structural Equation Modeling Techniques and Regression: Guidelines for Research Practice. CAIS 2000, 4, No.7, pp.1-78.
Grant, R. M., 1996, Toward a Knowledge‐Based Theory of the firm: Strategic management journal, v. 17, p. 109-122.
Griffith, D. A., and M. G. Harvey, 2001, A resource perspective of global dynamic capabilities: Journal of International Business Studies, v. 32, p. 597-606.
Hair, F. J., R. E. Anderson, R. L. Tatham, and W. C. Black (1998), Multivariate data analysis, 5th Edition, New Jersey: Prentice-Hall.
Helfat, C. E., 1997, Know-how and asset complementarity and dynamic capability accumulation: The case of R&D: Strategic Management Journal, v. 18, p. 339-360.
Hipp, C., and H. Grupp, 2005, Innovation in the service sector: The demand for service-specific innovation measurement concepts and typologies: Research policy, v. 34, p. 517-535.
Howard, T., E. Cornuel, and D. J. Teece, 2011, Achieving integration of the business school curriculum using the dynamic capabilities framework: Journal of Management Development, v. 30, p. 499-518.
Hsiao, S. L., & Yang, H. L. (2010). A service experience engineering (SEE) method for developing new services. International Journal of Management,27(3), 437.
Iansiti, M., and K. B. Clark, 1994, Integration and dynamic capability: evidence from product development in automobiles and mainframe computers: Industrial and corporate change, v. 3, p. 557-605.
Ireland, R. D., M. A. Hitt, S. M. Camp, and D. L. Sexton, 2001, Integrating entrepreneurship and strategic management actions to create firm wealth: The Academy of Management Executive, v. 15, p. 49-63.
Jöreskog, K. G., and Sörbom, D. LISREL V : analysis of linear structural relationships by maximum likelihood and least squares methods National Educational Resources : Distributed by International Education Services, Chicago, 1981.
Johnson, M. D., A. Herrmann, and F. Huber, 2006, The evolution of loyalty intentions: Journal of marketing, v. 70, p. 122-132.
Johnson, S. P., L. J. Menor, A. V. Roth, and R. B. Chase, 2000, A critical evaluation of the new service development process: New service development, p. 1-32.
Johnson, Simon, McMillan, John and Woodruff, Christopher, (1999), "Property Rights and Finance" Unpublished working paper, Massachusetts Institute of Technology and University of California, SanDiego
77
Kapitsaki, G. M., Prezerakos, G. N., Tselikas, N. D., & Venieris, I. S. (2009). Context-aware service engineering: A survey. The Journal of Systems and Software , pp. 1285–1297.
Kale, P., and H. Singh, 2007, Building firm capabilities through learning: the role of the alliance learning process in alliance capability and firm‐level alliance success: Strategic Management Journal, v. 28, p. 981-1000.
Kim, W. C., and R. Mauborgne, 1999, Strategy, value innovation, and the knowledge economy: Sloan management review, v. 40, p. 41-54.
K. Kimita, T. Hara, Y. Shimomura and T. Arai, (2009), Cost Evaluation Method for Service Design Based on Activity Based Costing, Proceedings of the 1st CIRP IPS2, 224-229.
Kline, R. B. (1998), Principles and practice of structural equation modeling. New York:Guilford.
Kogut, B., and U. Zander, 1992, Knowledge of the firm, combinative capabilities, and the replication of technology: Organization science, v. 3, p. 383-397.
Kuder, G. F., & Richardson, M. W. (1937), The theory of the estimation of test reliability. Psychometrika, 2(3), 151–160.
Lawson, B., and D. Samson, 2001, Developing innovation capability in organisations: a dynamic capabilities approach: International journal of innovation management, v. 5, p. 377-400.
Luo, Y., 2001, Dynamic capabilities in international expansion: Journal of World Business, v. 35, p. 355-378.
Mathews, J. A., 2006, Strategizing, disequilibrium, and profit, Stanford University Press.
Mattila, A. S., and C. A. Enz, 2002, The role of emotions in service encounters: Journal of Service Research, v. 4, p. 268-277.
Menor, L. J., and A. V. Roth, 2007, New service development competence in retail banking: construct development and measurement validation: Journal of Operations Management, v. 25, p. 825-846.
Monica Hu, M.-L., J.-S. Horng, and Y.-H. Christine Sun, 2009, Hospitality teams: knowledge sharing and service innovation performance: Tourism Management, v. 30, p. 41-50.
Nambisan, S., 2002, Designing virtual customer environments for new product development: Toward a theory: Academy of Management Review, v. 27, p. 392-413.
Ogulin, R., and W. Selen, 2004, Capability Leverage in informally networked supply chains: a conceptual model: 10 th Annual Asia-Pacific Decision Sciences Institute Conference, p. 1-11.
78
Oke, A., 2007, Innovation types and innovation management practices in service companies: International Journal of Operations & Production Management, v. 27, p. 564-587.
Ostrom, A. L., M. J. Bitner, S. W. Brown, K. A. Burkhard, M. Goul, V. Smith-Daniels, H. Demirkan, and E. Rabinovich, 2010, Moving forward and making a difference: research priorities for the science of service: Journal of Service Research.
Pallot, M, B. Trousse, B. Senach, S. Richir, B. de Ruyter, W. Prinz, O. Rerolle, B. Katzy , Living Lab Research, ECOSPACE Newsletter Special Issue on Living Labs, Published by the ECOSPACE Consortium. 2008
Pavlou, P. A., 2004, IT-enabled dynamic capabilities in new product development: building a competitive advantage in turbulent environments, University of Southern California.
Pavlou, P. A., and O. A. El Sawy, 2006, From IT leveraging competence to competitive advantage in turbulent environments: The case of new product development: Information Systems Research, v. 17, p. 198-227.
Podsakoff, P. M., S. B. MacKenzie, J.-Y. Lee, and N. P. Podsakoff, 2003, Common method biases in behavioral research: a critical review of the literature and recommended remedies: Journal of applied psychology, v. 88, p. 879.
Ringle, C. M., S. Wende, and A. Will, 2005, SmartPLS 2.0 (beta), Hamburg.
Robbins, S., T. A. Judge, B. Millett, and M. Boyle, 2013, Organisational behaviour, Pearson Higher Education AU.
Sakao, T., & Shimomura, Y. (2007). Service Engineering: a novel engineering discipline for producers to increase value combining service and product. Journal of Cleaner Production , p. 590-604.
Sambamurthy, V., A. Bharadwaj, and V. Grover, 2003, Shaping agility through digital options: Reconceptualizing the role of information technology in contemporary firms: MIS quarterly, p. 237-263.
Schneider, J., & Stickdorn, M. (2011). This is service design thinking: Basics, tools, cases. Amsterdam, The Netherlands: BIS Publishers.
Schumpeter, J. A., 1934, The theory of economic development: An inquiry into profits, capital, credit, interest, and the business cycle, v. 55, Transaction publishers.
Sivadas, E., and F. R. Dwyer, 2000, An examination of organizational factors influencing new product success in internal and alliance-based processes: Journal of marketing, v. 64, p. 31-49.
Stamm, G. (1992). Flowing customer demanded quality from service planning to service design. Transactions of the Fourth Symposium on Quality Function Development.
79
Teece, D. J., G. Pisano, and A. Shuen, 1997, Dynamic capabilities and strategic management.
Teo, H. H., Wei, K.K. and Benbasat, I.(2003). Predicting intention to adopt interorganizational perspective. MIS Quarty, 27(1), pp.19-49
Toivonen， M.， & Tuominen， T.，Emergence of innovations in services： theoretical discussion and two case studies. Presentation in International ProACT Conference Innovation Pressure–Rethinking Competitiveness， Policy and the Society in a Globalised Economy， 15-17 Tampere， Finland， 2006.
Tushman, M. L., and P. Anderson, 1986, Technological discontinuities and organizational environments: Administrative science quarterly, p. 439-465.
Van der Aa, W., and T. Elfring, 2002, Realizing innovation in services: Scandinavian Journal of Management, v. 18, p. 155-171.
Vang, J., and C. Zellner, 2005, Introduction: innovation in services: Industry & Innovation, v. 12, p. 147-152.
Voss, C. A., 1992, Measurement of INNOVATION and DesignPerformance IN SERVICES: Design Management Journal (Former Series), v. 3, p. 40-46.
Wang, C. L., & Ahmed, P. K. (2007). Dynamic capabilities: A review and research agenda. International Journal of Management Reviews, 9(1), 31-51.
Yen, H. R., W. Wang, C.-P. Wei, H.-Y. Hsu, and H.-C. Chiu, 2012a, Service innovation readiness: Dimensions and performance outcome: Decision Support Systems.
Yen, H. R., W. Wang, C.-P. Wei, S. H.-Y. Hsu, and H.-C. Chiu, 2012b, Service innovation readiness: Dimensions and performance outcome: Decision Support Systems, v. 53, p. 813-824.
Zahra, S. A., and G. George, 2002, The net-enabled business innovation cycle and the evolution of dynamic capabilities: Information Systems Research, v. 13, p. 147-150.
Zollo, M., and S. G. Winter, 2002, Deliberate learning and the evolution of dynamic capabilities: Organization science, v. 13, p. 339-351.
Zott, C., 2003, Dynamic capabilities and the emergence of intraindustry differential firm performance: insights from a simulation study: Strategic management journal, v. 24, p. 97-125.
邱世寬, and 陳玥謹, 2008, 新產品開發之組織間控制機制設計與開發績效關係之實證研究: 創新與管理, v. 5, p. 1-31.
侯嘉政, 2008, 企業動態能力與創業管理之研究: 創業管理研究 Journal of Entrepreneurship Research, v. 3, p. 1-28.
80
陳怡伶, 2014, 導入 Qualicert (服務驗證) 動機及關鍵成功因素對中華電信組織績效之影響: 淡江大學企業管理學系碩士在職專班學位論文, p. 1-149.
彭台光, 高月慈, and 林鉦棽, 2006, 管理研究中的共同方法變異: 問題本質, 影響, 測試和補救: 管理學報, v. 23, p. 77-98.
資策會, 2008, 服務體驗工程方法指引-研究篇: 台北: 經濟部技術處. Institute for Information Industry (2008). SEE, service experience engineering-Research part. Taipei: Ministry of Economic Affairs.[in Chinese, semantic translation].
廖偉伶, 2003, 知識管理在服務創新之應用: 成功大學工業管理科學系學位論文, p. 1-104.
財團法人資訊工業策進會, 2011。服務體驗工程方法-藍圖。工具。案例。臺北市:經濟部技術處。