創新是企業生存之不二法門，但僅以改善產品和服務之創新方式，已無法保證企業在市場上長期之競爭優勢，為了維持競爭優勢，企業推動雙元性服務創新確有其必要性。本研究以服務主導邏輯的概念出發，探討企業之能力包括顧客參與、企業夥伴參與、員工參與和知識整合機制對雙元性服務創新之影響，以及資訊科技應用經驗對於上述企業能力之強化作用。 本研究針對批發物流業和資通訊服務業企業進行問卷發放，實證研究結果顯示顧客參與、企業夥伴參與、員工參與和知識整合機制對於雙元性服務創新程度皆產生正向之影響，雙元性服務創新之程度也確實為企業帶來競爭優勢。而資訊科技應用經驗不僅調節員工參與、企業夥伴參與對於雙元性服務創新之間的關係，甚至是直接影響雙元性服務創新之程度。

Innovation is the only way for enterprises to survive, but the way to improve products and service for innovation has been unable to ensure that enterprises sustain long-term competitive advantage in the market. In order to sustain competitve advantage, it is necessary to promote service innovation ambidexterity. Based on service-dominant logic,this paper focus on the impact of operant resource(customer involvement, business partner involvement, employee involvement, knowledge integration mechanism) on service innovation ambidexterity inside enterprieses and moderating role of IT experience plays on all the operant resource list above. This study focuses on wholesale and logistics industry and ICT service industry to send questionnaires.Empirical studies found that customer involvement, business partner involvement, employee involvement and knowledge integration mechanism have positive impact on service innovation ambidexterity and service innovation ambidexterity brings competitive advantage for enterprises.
IT experience not only moderates the effect of employee involvement and business partnet involvemen on, but also positively impacts service innovation ambidexterity.

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