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Abstract

Growing competition among international harbors has changed the core port operating strategy from pursuing efficiency to innovation. Most academic studies of innovation have focused on products and manufacturing processes rather than on service innovation, especially in the field of international harbor. Accordingly, this study investigated service innovation in an international harbor to evaluate the applicability of the service concept for guiding the direction of effort by international harbors. Since the idea of service innovation is just in the initial stage, the purpose of this work is trying to explore set of indices that can well measure service innovation performance of an organization and Keelung Harbor is chosen as an example by applying the methods of Fuzzy and Quality Function Deployment (QFD). This study found that the biggest gap between perceived importance and satisfaction was in the “service improvement and reorientation” dimension, where the items of “creating new service process to increase profit” and “restructuring port operation in accordance with its status” should be the main focus for port management. For technical requirements, the most helpful items for strengthening service innovation were “possessing the sense to discover problems” and “possessing the ability to develop the customized system”. Overall, creating the necessary ability/skill and possessing the critical resources are the main issues in response to the service innovation strategy

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