台灣經濟的變遷，零售業因應市場改變經營模式，適時適量地提供商品，以滿足顧客的需求。對供應商的選擇及維持長久的夥伴關係是否良好，將影響市場佔有率和其經濟效益。面對瞬息萬變的市場中，也必須能夠適應環境的改變，及快速地回應無法預測的改變。又在今日競爭激烈的環境下，零售商從商品導向轉向服務導向，除了販賣有形的產品外，更強調顧客的服務。本研究主要在於探討零售商之夥伴關係、環境不確定性、服務創新與經營績效之關係，並以服務創新作為中介效果。透過問卷調查，發現夥伴關係、環境不確定性、服務創新對經營績效具有正向影響，此外，服務創新對經營績效具有部份中介效果作用。 With the change of Taiwan’s economy, retail businesses have changed the type of operation that offers the goods timely and appropriate, in order to meet customer's demands. That will affect market share and economic benefits depend on choosing and keeping long-term partnership for supplier. It must be able to adapt the changeable environment and quickly respond to unpredictable changes in the rapidly changing market. In today, retailer shift commodity-oriented to service-oriented under the competitive environment, more emphasize on customer service, besides selling tangible products. In this paper, partnership between retailers, environmental uncertainty and service innovation as the independent variables ,business performance of retail businesses as the dependent variable and the effect of service innovation as an the mediating effects. The survey result provides that partnership, environmental uncertainty and service innovation have positive effect on business performance; in addition, service innovation has partially mediating effects for performance of retail businesses.
