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서비스혁신에 있어서 지식서비스기업 및 고객기업간 상호작용성 및 지식유형의 영향에 대한 연구
Reports NRF is supported by Research Projects( 서비스혁신에 있어서 지식서비스기업 및 고객기업간 상호작용성 및 지식유형의 영향에 대한 연구 | 2007 Year | 김용진(서강대학교) ) data is submitted to the NRF Project Results
Researcher who has been awarded a research grant by Humanities and Social Studies Support Program of NRF has to submit an end product within 6 months(* depend on the form of business)
  • Researchers have entered the information directly to the NRF of Korea research support system
Project Number B00181
Year(selected) 2007 Year
the present condition of Project 종료
State of proposition 재단승인
Completion Date 2009년 05월 26일
Year type 결과보고
Year(final report) 2009년
Research Summary
  • Korean
  • 서비스 산업이 발전하면서, 지식집약적인 사업서비스 (KIBS) 기업들이 경제성장에 미치는 영향이 커져가고 있는데, 이는 주로 이들 기업들이 서비스 혁신 프로세스를 촉진하거나, 서비스 혁신의 원천 기술을 고객에게 전파하거나, 또는 그들 자신이 혁신의 원천이 되기 때문이다. 서비스기반 경제에서 혁신의 촉진자로서 KIBS기업들의 역할을 고려할 때, KIBS기업들이 어떻게 스스로를 혁신하고 고객기업들의 혁신을 촉진하는 지를 이해하는 것은 반드시 필요하다. 이 연구는 KIBS기업들의 고객들과 상호작용이 이들 기업들 자신의 혁신에 어떠한 영향을 미치며 그 과정에서 지식의 유형은 상호작용과 혁신의 관계에 어떻게 영향을 미치는 지를 조사할 목적으로 기획되었다.
    본 연구가 제안하는 연구모형과 가설들을 검증하기 위해 서베이 방법을 사용하였는데, 설문지는 기존 연구로부터 가져왔거나 새로 개발된 항목들을 사용하여 만들었다. 설문지는 우편을 통하여 대상 기업들에게 보내졌고 응답융을 높이기 위해 별도로 전화로 독려하였다. 230개의 기업이 응답가능하다고 하였으나, 실제로는 96개 기업이 응답을 하였고 그 중 91개의 응답이 사용가능하였다. 수집된 자료는 구조보형 분석 방법 중위 하나인 PLS방법을 사용하여 분석되었다. 테스트 결과는 상호작용성이 서비스 혁신, 프로세스 혁신, 그리고 조직 혁신에 영향을 미치며 그 중 조직혁신이 가장 큰 영향을 미치는 것으로 나타났다. 또한 지식 유형의 조절 효과는 서비스 혁신의 경우에 만 있는 것으로 나타났다.
  • English
  • As the service industry is advancing, KIBS (Knowledge Intensive Businesses Service) firms play an important role in business growth because they can often facilitate the service innovation process, transfer to the client firms the technology that is the source of service innovations, or becomes the source of a service innovation itself. Considering the role of KIBS firms as an innovation facilitator in the service-based economy, it is necessary to understand how KIBS firms innovate themselves so that they can provide solid sources of innovations to client firms. The purpose of this study is to investigate the effect of the interactivity that KIBS firms have with their customers on various types of innovations in KIBS firms and firm performance. This study also examines the effect of knowledge types (tacit or explicit) on the relationship between interactivity and service innovation.
    To test our research model and hypotheses, we employed the survey method. We developed a survey questionnaire, modifying items from previous studies and if necessary, creating new items. The questionnaire was mailed to a sample of KIBS firm. The company list of IT Service Management Forum(itSMF) was used as the source of sampling. In addition, we directly called KIBS firms to increase the response rate for the survey. Of 230 firms that were contacted for the survey, 96 Firms completed and returned the questionnaires (response rate of 41.7%). 5 out of 96 returned survey questionnaires were dropped due to incomplete answers and 91 usable responses were included in the data analysis. Data analysis was performed using the partial least squares (PLS) method, a structural equation modeling technique that uses a component based approach to estimation.
    The results of the research model test show that interactivity positively affects on service (product) innovation, process innovation, and organization innovation. We also examine the moderating effect of knowledge types (tacit or explicit) on the relationship between interactivity and innovations. According to the test results, the moderating effect of knowledge type on the relationship between interactivity and innovations is effective only in the case of service innovation, not in the cases of process and organization innovation.
Research result report
  • Abstract
  • As the service industry is advancing, KIBS (Knowledge Intensive Businesses Service) firms play an important role in business growth because they can often facilitate the service innovation process, transfer to the client firms the technology that is the source of service innovations, or becomes the source of a service innovation itself. Considering the role of KIBS firms as an innovation facilitator in the service-based economy, it is necessary to understand how KIBS firms innovate themselves so that they can provide solid sources of innovations to client firms. The purpose of this study is to investigate the effect of the interactivity that KIBS firms have with their customers on various types of innovations in KIBS firms and firm performance. This study also examines the effect of knowledge types (tacit or explicit) on the relationship between interactivity and service innovation. The results of the research model test show that interactivity positively affects on service (product) innovation, process innovation, and organization innovation. The test results also indicate that the moderating effect of knowledge type on the relationship between interactivity and innovations is effective only in the case of service innovation, not in the cases of process and organization innovation. Data collection, methodology used and the results of the research model test are further discussed.
  • Research result and Utilization method
  • To test our research model and hypotheses, we employed the survey method. We developed a survey questionnaire, modifying items from previous studies and if necessary, creating new items. The questionnaire was mailed to a sample of KIBS firm. The company list of IT Service Management Forum(itSMF) was used as the source of sampling. In addition, we directly called KIBS firms to increase the response rate for the survey. Of 230 firms that were contacted for the survey, 96 Firms completed and returned the questionnaires (response rate of 41.7%). 5 out of 96 returned survey questionnaires were dropped due to incomplete answers and 91 usable responses were included in the data analysis.
    We explored the role of interactivity in shaping innovations in KIBS firms and subsequent impact on firm performance. The results show that interactivity may be a strong indicator of innovations within KIBS firms. Further, knowledge type has a moderating effect on the relationship between interactivity and innovations. This study provides a basis to further investigate the role of interactivity in determining innovations in KIBS firms, which has been rarely studied despite it importance in the service based economy.
    We will submit this paper to a couple of conferences including Hawaii International conference on Systems Science. After we get the feedback form the conferences, we will further develop the paper and submit high quality international journals including MIS Quarterly or Information Systems Research.
  • Index terms
  • KIBS, interactivity, knowledge type, service innovation, process innovation, organization innovation, firm performance
  • List of digital content of this reports
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