|Abstract: ||過去幾年中，台灣的產業經濟已經慢慢轉變為服務經濟，目前服務業產值已經大過於 製造業產值。根據台灣經濟部的資料顯示，在2004 年服務業所創造的利潤為6.9 兆新台幣， 佔了台灣生產毛額(GDP) 的68.6%，促使台灣當年經濟成長5.7%。此產值之百分比高過於 新加坡 (63%)、南韓(55%)和中國(34%)。2005 年服務業之產值已佔了台灣GDP 的73.3%， 服務業人口（五百八十萬）佔台灣總就業人口58.3%。預計至2008 年文化創意產業附加價 值將提升1.5 倍、資訊與研發服務業產值分別達台幣3,000 億元與1,400 億元、IC 設計服 務業產值可達台幣150 億元。 經濟部最近宣佈的「知識創新與生活優質.服務產業政策， 就是為了將國家豐富的創意能量做最有效的利用，將服務產業帶向另一個里程碑。然而, 根 據世界貿易組織（WTO）2006.11.9 統計顯示，台灣服務業出口四年內，從第二十一名逐 漸滑落為二十五名。去年2005 服務業出口為兩百五十六億美元，比2004 年只增加一億美 元，幾乎是「零成長」，從第二十四名，退居為二十五。同年之服務業進口三百一十四億 美元，也是退步一名為第二十一名。 相較於其他鄰國，中國的服務業貿易則位居第九， 香港排名第十，新加坡與南韓分別為第十六與十八。因此可見，台灣服務業之國際競爭力 與產值亟待提升。 綜觀台灣之優勢在於進步的資訊科技與高度的教育水準，應可普遍實施電子化服務 (electronic service or e-service)拓廣服務範疇並提高附加價值。所謂「電子化服務」係指「任 何透過電子化方式來提供服務之活動」。.無論企業的規模大小為何，以此作為價值創造之 活動將可改革企業本身並為企業獲得國際競爭優勢。資訊科技和傳統服務結合的電子化服 務將使台灣的中小企業更可負擔服務成本，故此為企業創造顧客價值和提升利潤的一大利 器。由於電子化服務之附加價值比傳統服務來的高，將可幫助台灣的企業增加出口服務之 產品，提升台灣服務業之國際競爭力與貿易總值。有鑑於此，本計畫參考現有文獻上之電 子化服務相關模式，而建立了一套綜合的「電子化服務與價值創造」之模式。此模式內容 十分豐富並橫跨多種領域，例如資訊管理、電腦通訊、科技管理、組織管理、消費者行為、 作業研究、策略管理與行銷管理等。因此本計畫將整合八個子計畫，依據電子化服務與價 值創造之模式來探討系統導入與應用可能影響之企業重大變數。其研究成果將可幫助企業 認知與順利轉型以達成卓越電子化服務與創造競爭優勢的目標。|
During the last few years, Taiwan industrial economy has gradually transformed itself into service economy. Service output value is now larger than that of manufacturing output value. According to Ministry of Economic Affairs (MOEA) of R.O.C., service revenue in 2004 is NT$6.9 trillion contributes to 68.6% of Gross Domestic Product (GDP) of Taiwan, helping the country to reach 5.7% economic growth in that year. This percentage is higher than Singapore (63%), South Korea (55%), and China (34%). In 2005, the revenue of service industry reaches 73% of GDP and the count of service professionals (5.8 million) reaches 58.3% of Taiwanese working population. It is estimated that by 2008, the added value in cultural and creative industries will increase 1.5 fold, and that total output in information and R&D sectors will reach NT$300 billion and NT$140 billion, respectively. The value of the IC design service sector is anticipated to reach NT$15 billion. Recently, the MOEA has announced its Service Industry Policy for 「Knowledge Innovation and High Quality Life,」 trying to make good use of the nation's abundant creative energy to bring its service industry to the next level. According to the statistics of WTO on November 9, 2006, the export value of Taiwan』s service sector dropped from 21st ranking to 25th during the last four years. In 2005, service export valued at 25.6 billion USD, up 0.1 billion USD from 2004. The growth rate is almost none, its ranking dropped from 24th to 25th. Similarly, service import valued at 31.4 billion USD, dropping one position in ranking to 21st. Comparing to the service sectors in the other neighboring countries, China ranked the 9th, Hong Kong the 10th, Singapore the 16th, and South Korea the 18th. Therefore, it is vital for Taiwan』s service sector to improve global competitiveness and output value. The strength of Taiwan lies in its ICT advances and the high level of education, thus it should be able to promote e-service in order to expand the service scope and increase added value. By e-service, we mean any service act that is provided through electronic means. Regardless of the size of a business, providing e-service as a value-creation activity could be a way to reform the enterprise and gain competitive advantages for the enterprise. While service has received relatively less attention from the industry, it is considered as one major means to create value for customers and increase profit for enterprise. E-service is the synthesis of ICT and traditional service. It could make service more affordable to small and medium enterprises in Taiwan, thus it is an effective means for business to create customer value and improve profitability. Since e-service has much higher added value than traditional service, it could help Taiwanese businesses export more service related products and increase the global competitiveness and trade value of Taiwanese service sector. For this purpose, this project 表C012 共 2 頁 第2 頁 reviews the current literature regarding e-service related models and develops a comprehensive model of 「electronic service and value creation.」 The model is very complex and multidisciplinary. It encompasses information management, computer communication, technology management, organizational management, consumer behavior, operation research, strategic management, and marketing management, among others. Therefore, this project will integrate eight sub-projects to explore business key variable that may be affected by the adoption and application of e-service following the model. The research outcome will help the enterprise to identify and implement a smooth transformation for achieving e-service excellence and creating competitive advantage.