Investigation of development strategies in knowledge-intensive business services-an example from Chunghwa Telecom

The service industry in Taiwan accounted for 68.8% of GDP in 2011, equivalent to the same level of major industrial countries. The development of the industry structure in Taiwan has also followed the same trends as advanced countries. Strengthening the development of knowledge-intensive business services (KIBS) is an important issue for industry development and policy planning. KIBS is an economic activity that relates to the creation, accumulation and diffusion of knowledge. Miles et al. divided KIBS into P-KIBS and T-KIBS. KIBS has been introduced to the service industry to give add value and increase competiveness[1]. In light of the above, this research uses information and communication companies that grew quickly in the last decade and collected a total of 1,890 pieces of secondary data. Each piece of collected data has been analyzed and determined through multiple databases before being put through semantic analysis and content analysis. From this research it was found that: (1) clients can be divided into eight types (general, business, financial governmental, specific areas and ethnic groups, int ernational, educational, and medical service clients); (2) products can be divided into four types (mobility value-added, digital convergence, light era, and cloud computing and medical services); (3) the level of innovation can be divided into six types (service extension, service upgrade, major innovation, style change, providing new services, and newly emergent business). According to the analysis results and detailed interviews with experts, an innovative strategy for information and communication services has been developed.