台湾服务业“关键成功因素”的实证研究：以“江浙学派”实践取向进行之
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摘要
本研究在方法论上，是援用「江浙学派」实学取向的实践精神为主要之研究精神，以台湾的服务业作为研究对象，研究的主题为「关键成功因素」，在第二章的文献探讨中，对既有的32篇研究文献进行了「元分析」，发现多数的研究多是引用西方的理论架构，其结果与研究者本身的实践经验有所不同，尤其在「领导者」这个影响因素上，似乎没有得到足够的认同；于是本研究提出了质疑：所引用的理论架构可能已经决定了研究结果?因此，本研究决定采用更贴近实践取向的方法论来进行。
第三章是本研究的「方法论」，文中介绍了南宋以来「江浙学派」的兴革，并采用典籍文本再呈现与西方学术对话的方式。其中引用了东西方、古今之文献，包括：亚里士多德的实践智能(phronesis)、当代实践取向的诠释学、行动科学与行动研究、英国洛克古典经验主义传统的行动学习；来论述「江浙学派」实学取向的实践精神，以及其「本体论与知识论」之立场；并提出以「融会中西、贯穿古今、通经致用」为概念的「实践的实证主义」方法论。
在「实践取向」的方法论之下，第四章先采用以「实践专家」(十年经验或经理／店长级以上)为主的一连串「主位取向」深度访谈、焦点团体之质性探索研究。最后提出：「领导者」、「市场商机」、「人才团队」、「行销策略」、「产品价值」及「顾客满意」这六个服务业关键成功因素，以及「内、外在因素」、「六力因素」两种理论模型，以及六因素的「简化模型」。
在「先质性探索、后量化验证」的研究典范下，第五章是以353份实践专家的有效问卷，进行「结构方程模式」(SEM)之验证型因素分析及路径模型检验，证实了先前的质性探索之「初始模型」完全可以成立；同时再根据理论的「数据模型」进行「模型优化」，在因素越少越关键的考量下，排除了「市场商机」，最后提出：「领导者」、「人才团队」、「行销策略」、「产品价值」及「顾客满意」这五个服务业关键成功因素，以及经过验证的「台湾服务业KSF五力模型」。最后，研究者将继续秉持实践取向的精神，持续不断的进行「实践」与「研究」。
The practical approach of "Jiang-Zhe School" is using by this research. The research target is Taiwan's service industry to discover the "Key Success Factors". This thesis is started by the Meta-analysis for 32 secondary papers in chapter II. The result is different from researcher's practical experience. Especially, the factor of "Leader" is not emphasized enough. The enquiry is that: Maybe the result had been decided by the applying theory framework from Western? Therefore, this research decides to do by the different practical approach.
The research methodology and the evolution history of "Jiang-Zhe School" from the Southern-Sueng Dynasty are described in chapter III by using the Classical Narrative Analysis and dialogue with the western academics. The "Phronesis" of Aristotle, the modern practical approach of Hermeneutics, Action Science, Action Research and Action Learning form the Classical Practicalism by Loch's tradition of Britain. And then, enhance the "Practical Empirical Study" of "Understanding the Eastern and Western, Classic and Modern, and all for Practice".
The practical qualitative research is performed in chapter IV by using the deeply interviews and focused groups of "practical experts" who are more than 10 years' experience or upper than the manager level. Finally, the 6 KSFs of "Leader", "Market Opportunity", "Talent Team", "Marketing Strategy", "Product Value", "Customer Satisfied", 2 theory models and the "Simply Model" are enhanced.
Under the research paradigm of "Qualitative Explotary before Quantitative Empiric", the chapter 5 is performed by SEM of 353 questionnaires to confirm the previous "primary model" from qualitative explotary. Considering the KSFs are as few as important to modify it by the "number model" and cancel the "Market Opportunity". Finally, the 5 KSFs of "Leader", "Talent Team", "Marketing Strategy", "Product Value", "Customer Satisfied" are enhanced. And the "5 Factors Model for Taiwan's Service Industry" is approved.
第三章是本研究的「方法论」，文中介绍了南宋以来「江浙学派」的兴革，并采用典籍文本再呈现与西方学术对话的方式。其中引用了东西方、古今之文献，包括：亚里士多德的实践智能(phronesis)、当代实践取向的诠释学、行动科学与行动研究、英国洛克古典经验主义传统的行动学习；来论述「江浙学派」实学取向的实践精神，以及其「本体论与知识论」之立场；并提出以「融会中西、贯穿古今、通经致用」为概念的「实践的实证主义」方法论。
在「实践取向」的方法论之下，第四章先采用以「实践专家」(十年经验或经理／店长级以上)为主的一连串「主位取向」深度访谈、焦点团体之质性探索研究。最后提出：「领导者」、「市场商机」、「人才团队」、「行销策略」、「产品价值」及「顾客满意」这六个服务业关键成功因素，以及「内、外在因素」、「六力因素」两种理论模型，以及六因素的「简化模型」。
在「先质性探索、后量化验证」的研究典范下，第五章是以353份实践专家的有效问卷，进行「结构方程模式」(SEM)之验证型因素分析及路径模型检验，证实了先前的质性探索之「初始模型」完全可以成立；同时再根据理论的「数据模型」进行「模型优化」，在因素越少越关键的考量下，排除了「市场商机」，最后提出：「领导者」、「人才团队」、「行销策略」、「产品价值」及「顾客满意」这五个服务业关键成功因素，以及经过验证的「台湾服务业KSF五力模型」。最后，研究者将继续秉持实践取向的精神，持续不断的进行「实践」与「研究」。
The practical approach of "Jiang-Zhe School" is using by this research. The research target is Taiwan's service industry to discover the "Key Success Factors". This thesis is started by the Meta-analysis for 32 secondary papers in chapter II. The result is different from researcher's practical experience. Especially, the factor of "Leader" is not emphasized enough. The enquiry is that: Maybe the result had been decided by the applying theory framework from Western? Therefore, this research decides to do by the different practical approach.
The research methodology and the evolution history of "Jiang-Zhe School" from the Southern-Sueng Dynasty are described in chapter III by using the Classical Narrative Analysis and dialogue with the western academics. The "Phronesis" of Aristotle, the modern practical approach of Hermeneutics, Action Science, Action Research and Action Learning form the Classical Practicalism by Loch's tradition of Britain. And then, enhance the "Practical Empirical Study" of "Understanding the Eastern and Western, Classic and Modern, and all for Practice".
The practical qualitative research is performed in chapter IV by using the deeply interviews and focused groups of "practical experts" who are more than 10 years' experience or upper than the manager level. Finally, the 6 KSFs of "Leader", "Market Opportunity", "Talent Team", "Marketing Strategy", "Product Value", "Customer Satisfied", 2 theory models and the "Simply Model" are enhanced.
Under the research paradigm of "Qualitative Explotary before Quantitative Empiric", the chapter 5 is performed by SEM of 353 questionnaires to confirm the previous "primary model" from qualitative explotary. Considering the KSFs are as few as important to modify it by the "number model" and cancel the "Market Opportunity". Finally, the 5 KSFs of "Leader", "Talent Team", "Marketing Strategy", "Product Value", "Customer Satisfied" are enhanced. And the "5 Factors Model for Taiwan's Service Industry" is approved.
引文
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