創新是組織極重要的一項能力，許多文獻也證實創新與組織的成長與獲利率高度相關，而今日快速變動的市場與日新月異的科技，更加遽了組織對創新的重視，是故高階領導者應如何打造出一個使組織能夠不斷成功地孕育持續創新的動態環境，一直是學術界與實務界共同看重、致力研究的課題。
本研究針對服務業探討服務的特性在知識管理上實行的困難，以及知識管理價值鏈如何為服務型的組織創造一個持續創新的環境，以期為服務業創造一個持續性的競爭優勢。由於目前知識管理對於服務業的探討並不多，且多為為觀念性的描述，因此，本研究採個案研究法，深入瞭解知識管理的導入對服務業所產生的影響，以及服務業如何透過持續創新的概念，利用知識管理創造持續性的競爭優勢。
本研究結論如下：
一、知識經濟的時代潮流趨勢，企業逐漸體認到知識管理的重要性。服務業中的先進廠商推行知識管理的時間仍相當短，許多相關措施尚未非常完備，後續長期效益也還無法觀察得知。不過，知識管理的確有助於將組織知識做更有系統的整合，進一步將組織知識加以創新。
二、根據個案公司的個別分析與綜合比較，本研究推出以下三個命題：
命題1：服務的特性和知識管理價值鏈活動之間關係密切，服務業實施知識管理時，應將服務的特性納入考量。
命題2：知識管理價值鏈活動有助於服務業持續創新活動的推行。
命題3：服務業實行持續創新活動和服務的特性息息相關，不同的服務特性其新服務開發的考量不同。
三、服務業對於持續創新活動的預期影響主要為提升組織的競爭力，其次則為速度，組織若能強化在知識創造、知識儲存、知識擴散和知識應用等管理活動的發展，便能有效的提升組織的競爭力。

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