Exploring How Public City and Town Libraries Introduce Service Innovation
| Autor: | Shu-hua Liu, 劉淑華 |
|---|---|
| Rok vydání: | 2011 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 99 Despite service innovation has received much attention, yet research on this issue has focused on business organizations. Less attention has been paid on non-profit organizations, especially the city and town libraries. This study explores how city and town libraries conduct service innovation and further enhance customer value. Based on Hamel‘s model on business model, this study builds three dimensions: business strategy, resource and capabilities, and value network. By interviewing four managers of from four city and town libraries, the results of this comparison study show that service innovation is core strategy for the four cases. In resource and capabilities, these libraries develop different service innovation in terms of their own resource and external environments. In value network, every one has combined external resource to highlight their uniqueness and to increase participation with regional people. Libraries are no more passive and functional organizations but aggressive and multiple purposed organization. The findings of the study also show that value network are differentiation sources for city and town libraries Theoretical and practical implications are discussed. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
| Externí odkaz: |
|