Service Innovation: A Case Study of Taiwanese Firm

The service sector plays an important role in the modern economies of the developed countries and Taiwan as well. Service innovation has been one of the critical determinants to the success of the business performance and is the essential element to meet the customers' needs and requirements. In this paper, a concept is proposed to depict a leading brand in the kitchen design and appliances industry. Taiwan-based company - Sakura Corporation has developed and plans to implemented a 3D kitchen furniture design and ordering systems as well as new service mode throughout the Kitchen Life Stores across Taiwan starting from 2010. The successful factors for the service innovation project are top management support, technological readiness, knowledge management capabilities, external focus and internal focus. The 3D kitchen furniture design and ordering systems are the crucial and enabling roles to enhance the level of customer satisfaction.