서비스 혁신과 경쟁역량의 관계에 관한 고찰
A Study on the Influence of Service Innovation Capability on Competitive Capability
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서비스 분야의 혁신은 제조업과는 다른 특성이 있어서 제조업에서 이루어진 연구와 그 이론들을 그대로 적용하는데 상당한 무리가 따른다. 서비스 산업에서는 신제품을 개발하거나 기존 제품 또는 프로세스를 개선하는 데 있어 순수한 기술에만 의지하기보다는 마케팅 요소를 활용하는 경우가 많아, 혁신 프로세스가 부서에만 집중되는 것이 아니라 기업의 기능적 단위들에 분산된다. 또한 서비스 혁신은 지적재산권으로서 보호받기 어려워 쉽게 복제될 수 있고, 서비스의 주요 특징 중 하나인 생산과 소비의 동시성은 제품과 프로세스 혁신의 분리를 방해하여 지속적인 혁신을 가능하게 하는 조직의 역량으로서의 측면이 제조업보다 강조된다. 이러한 관점에서 볼 때, 서비스 혁신은 운영전략의 맥락에서 함께 이해하는 것이 필수적이며, 서비스의 혁신은 제조업과는 다른 관점에서 연구될 필요가 있다. 이에 본 연구는 서비스 혁신역량이 경쟁역량에 미치는 영향을 분석함으로써, 운영전략이 효과적으로 성과를 달성하는 데에 있어 서비스 혁신역량의 역할을 파악하고자 하였다.
Abstract
Innovations in the service sector have different characteristics than those in manufacturing, and there is considerable strain in applying the research and theories made in the manufacturing industry. In the service industry, marketing elements are often used rather than relying solely on pure technology to develop new products or improve existing products or processes, so the innovation process is distributed to the functional units of the entity, not just to the department. In addition, service innovation can be easily replicated as intellectual property rights, and the concurrency of production and consumption, one of the main characteristics of services, is emphasized more than manufacturing in terms of the organization's ability to enable continuous innovation by hindering the separation of product and process innovation. From this perspective, it is essential to understand service innovation together in the context of operational strategies, and innovation in services needs to be studied from a different perspective than in manufacturing. This study was designed to identify the role of service innovation capabilities in achieving results effectively by analyzing the impact of service innovation capabilities on competitive capabilities.
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