Volume 19, Number 2, December 2024
| Construct Sustainable Innovation Service Strategies Decision-making Model from ESG and Financial Perspectives
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Abstract
Under the 2050 net-zero emissions policy target, public enterprises must balance their economic and operational interests with their impact on society and the environment. Chunghwa Post is an essential postal enterprise in Taiwan and is facing operational changes in areas such as intelligent logistics, green energy, climate change financial risks, and digital finance. There is an urgent need to harness emerging technologies such as AI, IoT, and blockchain to optimize logistics, reduce carbon emissions, enhance operational efficiency, evaluate various economic resources from ESG and financial perspectives, and develop sustainable, innovative service strategies; this study effectively fills this gap and provides a reference for related research. Our research uses the Decision Experimentation and Evaluation Laboratory (DEMATEL) and the ANP method in the multi-criteria decision-making (MCDM) method to explore innovative service decision-making's critical success factors and further explore strategies under resource constraints. Research results show that Chunghwa Post's innovation strategy is to use technology and innovation to improve operational efficiency, enhance service quality, and meet social needs, achieving sustainable development and management capabilities. The main contribution of this study is to propose a sustainable and innovative service model that can be applied to the planning, sustainable, and creative service strategies of other public-owned enterprises and service industries.
Keywords:ESG, Innovative Services, MCDM, DEMATEL, ANP, Decision-making
JEL Classification: L53, L87, M14