隨著資訊科技與科技新思維的快速發展，讓訊息的傳遞、媒介、累積越來快速，也讓整個產業、企業邁入了知識經濟的新時代，不僅產業結構的發展趨勢逐步地由製造業、傳統服務業，延伸至知識密集型服務業，知識與資訊更成為企業創新、提高價值的重要來源之一。

既然知識與創新是企業保有其長期競爭優勢的來源之一，尤其，資訊科技的快速發展，讓知識的流動更加快速，在創新與知識保護上就更顯得重要，然而過去的知識保護與創新保護均著重在製造業與傳統服務業的保護模式上，不僅缺乏知識密集型服務業或特定產業的實證性研究，也鮮少透過知識觀點、種類來探討保護方式。故本研究延伸知識的觀點，將知識分為商品知識、管理知識、顧客知識與其他知識四類，並透過探索式研究的實務驗證方式，來找出不同知識種類所對應的正式與非正式保護機制，藉以提供知識密集型服務業新的保護模式觀點與實務建議。

本研究所建立的知識密集型服務業的創新保護模式，有一部分與過去文獻所提出的創新保護方式相符，其中最大差異之處，在於過去文獻在保護機制上並無探討到顧客端的知識保護，但是從服務提供的觀點裡，顧客知識也是重要的創新來源之一。因此，在本研究發現中，除了商品與管理知識的保護外，顧客知識的保護更是影響企業長期競爭優勢的關鍵。

With the rapid development of technology and trend, not only let deliver and accumulation of information and knowledge become faster and faster, but also help industry, companies enter a new era of knowledge economy. When industrial structure gradually changes from manufacturing, traditional service to the knowledge-intensive business service (KIBS), knowledge and information have become the source of innovation and company’s competitive advantage.

With the rapid development in information technology industry, knowledge flows more quickly and hard to preserve. Therefore, it’s very more important to protect innovation and knowledge. However, in previous studies, knowledge protection and innovation protection are focused on manufacturing and traditional service. These protection patterns and way in previous not only lack empirical research or specific industry in KIBS industry but also seldomly dicuss knowledge view and knowledge type. So, this research expands the perspective of knowledge and classifites knowledge into product knowledge, management knowledge, customer knowledge and other knowledge. This research try to find formal and informal protection mechanisms with different types of knowledge by exploratory research to provide knowledge-intensive business service a new perspectives and practical prorection patterns.

We found that this prorection patterns have same opinion in literature, however, one of the biggest difference is we discuss the protection of customer knowledge, that’s rarely mentioned before. Especially, in the perspective of services, customer knowledge is very important source of innovation. Therefore, we found that beside the protection of product knowledge and management knowledge, protection of customer knowledge is the key if company wants to sustain its long-term impact competitive advantage.

摘要 I
Abstract II
致謝詞 III
目錄 IV
表目錄 VI
圖目錄 VII
第一章 緒論 1
第一節 研究背景 1
第二節 研究動機 3
第三節 研究目的 4
第四節 研究流程 4
第二章 文獻探討 6
第一節 知識密集型服務業 6
壹、 知識密集型服務業定義 6
貳、 知識密集型服務業的產業分類 7
第二節 知識密集型服務業的服務創新 13
壹、 服務創新 13
第三節 知識密集型服務業的創新保護模式 18
壹、 知識分類與知識儲存 18
貳、 知識的保護模式 21
參、 創新的保護模式 27
肆、 概念性保護模式 30
第三章 研究方法 31
第一節 研究方法選擇 31
第二節 研究個案選擇 32
第三節 訪談對象選擇 36
第四節 資料分析 36
第四章 個案研究 38
第一節 精誠資訊股份有限公司 38
壹、 公司簡介 38
貳、 營運概況 40
參、 創新服務 43
肆、 創新來源 44
伍、 創新保護 45
第二節 訊連科技股份有限公司 55
壹、 公司簡介 55
貳、 營運概況 57
參、 創新服務 58
肆、 創新來源 58
伍、 創新保護 59
第三節 趨勢科技股份有限公司 62
壹、 公司簡介 63
貳、 營運概況 65
參、 創新服務 66
肆、 創新來源 66
伍、 創新保護 67
第五章 個案分析與發現 74
第一節 個案彙整 74
第二節 研究命題 84
第六章 研究結論與建議 87
第一節 研究結論 87
第二節 研究建議 88
壹、 對實務上的建議 88
貳、 後續研究的建議 89
參考文獻 91

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