我國資訊服務業者長期以來大多以專案承接的單一商業模式經營，獲利普遍不佳，存在著規模偏小、資金不足、市場受限及市場重疊等問題。如何以創新的商業經營模式突破現況，進而掌握相關成功關鍵因素，獲取眾多客戶的再購買，使企業得以永續經營乃是值得去加以探究的問題。

本研究以國內某資訊服務廠商為研究對象，主要目的在探討我國資訊服務業者對創新商業經營模式提供看法，透過人力資源管理的關鍵因素的掌握，以了解人力派遣創新商業模式與人力資源管理之關連。

透過訪談與文獻探討後發現，我國資訊服務業在人力派遣服務業務上會受到人力資源控管、產業知識取得、技術品質要求及彈性運作所影響。本研究再根據受訪廠商對人力派遣看法進行分析推論，由企業營運環境、服務金三角模式、創新服務模式、資訊服務架構、目標市場設定、員工職涯規劃、智慧資本及資訊服務業的服務金三角等，建構出一個人力派遣的創新商業經營模式，這創新的新商業經營模式包含了三種子運作模式，缺一不可，必須同時存在運作，相輔相成，其人力資源的分工且合作管理模式為成功關鍵要素。

The Information service industry in Taiwan had has disadvantages for a long time in terms of small scale market, capital shortage, restricted market, overlapping markets, and etc. Most of the companies run business based on a single business model. In general, they are not profitable. How to make a breakthrough from status quo to upgrading the business model, to grasp the key success factors, to attract customers’ repurchasing, and then to obtain the sustainable competitive advantage are worthy of exploration.
	This research was gathered from the information service industry in Taiwan. I expected to investigate the perspective of Taiwan’s information service industry to innovate the business model, after to the acquisition of the human resource management key factors, The main goals of this research is to investigate manpower and to dispatch innovate business model key factors of information service industry in Taiwan.
	Firstly, after the interview of industry and literature survey, it can be found that manpower dispatching service models of information service industry in Taiwan may be affected by human resource control, knowledge from industry know-how, technique quality needs, and the changing operations. Moreover, this research was analyzed and inferred according to the interviewed enterprise in information service industry. It indicated that with there are factors that influence viewpoints to manpower to dispatch perspective. From evaluating this Information Service Company, I found a new innovative business model. This service model, termed “Service Triangle” has three legs: Customer, Employee, and Company. These three entities are interdependent, and always working alongside simultaneously to keeps this business operating. In order to have this service of triangle, these factors, such as target market setting, individual development plan, intellectual capital, forms the service triangle of the information service industry. To establish an innovative and successful business model of manpower dispatch, the new business operation model includes three kinds of operations sub-models, which must coexist in the overall business structure. The key success factors are division of labor, human resource and a cooperation management model.

目次
目次…………………………………………………………………… i
表次………………………………………………………………… iii
圖次…………………………………………………………………  iv
第一章	緒論………………………………………………………  1
第一節	研究動機…………………………………………………  4
第二節	研究目的………………………………………………… 12
第三節	研究方法………………………………………………… 14
第四節	研究流程………………………………………………… 15
第二章	文獻探討………………………………………………… 16
第一節	服務的定義……………………………………………… 16
第二節	委外的定義……………………………………………… 17
第三節	資訊服務的定義………………………………………… 28
第四節	組織公民行為…………………………………………… 32
第五節	智慧資本………………………………………………… 34
第六節	服務業金三角…………………………………………… 36
第七節	人才派遣………………………………………………… 45
第八節	人力資源管理…………………………………………… 49
第三章	個案研究………………………………………………………51
第一節	前言………………………………………………………51
第二節	個案分析…………………………………………………54
第四章	結論與建議…………………………………………………62
附錄 : 個案訪談內容…………………………………………………66
參考文獻……………………………………………………………… 83
表次
表1-1	2001~2002年我年軟體工業總值………………………… 8
表2-1	資訊委外意義相關論述……………………………………19
表2-2	組織公民行為之相關論述…………………………………33
圖次
圖1-1 研究流程圖…………………………………………………15
圖2-1 企業營運環境………………………………………………34
圖2-2 服務金三角中的內部行銷、外部行銷、互動行銷………37
圖2-3 服務金三角…………………………………………………38
圖2-4 顧客關係光譜圖……………………………………………42
圖3-1 資訊服務業的資訊服務流程………………………………55
圖3-2 服務行銷金三角……………………………………………56
圖3-3 資訊服務業服務金三角……………………………………57
圖3-4 資訊服務業創新商業模式…………………………………57
圖3-5 資訊服務業服務新模式……………………………………59
圖3-6 智慧資本……………………………………………………60
圖附-1 員工職涯規劃………………………………………………69

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