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第六章 研究限制與未來研究方向
本研究的結果仍受到一些因素的限制。首先因為時間與資源的限制，本研究 只有對四家台灣銀行業進行訪談，因此所得到影響服務創新的企業內外部因素比 較有限，可能仍有許多影響服務創新的因素未被發現，未來可以繼續從本研究架 構模型來延伸尋找更多其他影響的因素。此外，本研究主要只要探討前項因素對 服務創新直接的影響，並沒有考量到企業內外部因素之間可能會存在交叉影響，
未來的研究也可以透過尋找交叉影響的因子來新增變數，進而更準確的找到影響 企業服務創新的因素。最後，本研究在服務創新與企業績效表現的部分，採取的 企業績效衡量基礎是採用較無行、策略面的指標，如企業形象與客戶忠誠度，未 來研究若有找到運用實體財務指標來衡量服務創新更好更準確的方法，將可以從 不同的角度來觀察服務創新對企業績效的影響。本研究也由於研究方法與時間限 制之故，無法親自調查台灣各家銀行的無行或策略面的指標，僅能先使用遠見雜 誌調查好的次級資料進行輔助，若未來資源許可，也可運用問卷等自行調查。
在樣本選擇上，本研究是鎖定台灣地區的本土銀行業進行訪談，但台灣銀行 產業裡也存在許多外商銀行，而這些外商銀行不管是在組織文化、整體資源以及 創新程度上都與本土銀行有所不同，未來若要擴充訪談樣本，增加在台灣的外商 銀行將會是不錯的考量。另外，本研究模型在一般化上存在一些問題，因為本研 究主要鎖定銀行業來進行調查，銀行業本身屬於服務業，而服務業所進行的服務 創新可能會與製造業、科技業或是其他產業所推行的服務創新有所不同，不但在 服務創新的定義上可能就需要重新調整外，影響服務創新的因素可能也會依產業 別而有所不同。因此本研究只有比較適合套用在台灣服務業上的服務創新，較無 法一般化到所有產業。
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網頁資料
行政院主計處：http://www.dgbas.gov.tw/mp.asp?mp=1 ECFA 兩岸經濟合作架構協議：http://www.ecfa.org.tw/
國家政策研究基金會--全球資訊網：http://www.npf.org.tw/
中央銀行全球資訊網：http://www.cbc.gov.tw/mp1.html 行政院金融監督管理委員會：http://www.fsc.gov.tw/ch/
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附件-訪談大綱
一. 服務創新相關問題
1. 貴公司認為什麼是服務創新？為何要進行服務創新？它重要嗎？
2. 貴公司曾進行過哪些服務創新內容？請舉例
3. 請問貴公司之於其他競爭對手服務創新的發展狀況大致上如何？
二. 服務創新與組織因素
1. 企業策略 （貴公司是否有專門負責進行「服務創新」活動的部門，若 有，這些負責部門是否能定期獲得公司資源進行創新？貴公司是否鼓有 建立勵員工參與創新所給予的獎酬制度？）
2. 市場導向 （貴公司是否具有系統化的方式掌握顧客需求變動以提供新 的服務？那對於市場上的主要競爭對手呢？）
3. 市場導向企業風險忍受程度 （貴公司組織內的各分行是否能快速的調 整配合總行的創新機制？之於市場上的競爭對手，貴公司對於創新的接 受程度）
4. 領導 （貴公司高階管理階層是否對創新持有較積極的態度？貴公司的 員工是否能獲得管理階層抽出時間與內部資源協助其進行服務創新的 活動？）
5. 科技應用 （貴公司是否有透過跨部門的資訊整合平台，分享部門間的 創新知識想法？）
6. 組織學習與企業網絡（貴公司是否各事業單位間資源能夠有效共享，如 定期組織間的知識交流時間？）
三. 服務創新與績效表現
1. 貴公司在實行服務創新後，客戶滿意度與忠誠度是否有明顯的提升？
2. 在實行服務創新後，財務績效是否有顯著成長(如營收、ROE 等)？