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系統識別號 U0026-0209201110502400
論文名稱(中文) 服務創新模式之研究及實證-以個案公司為例
論文名稱(英文) A case study on service innovation model analysis
校院名稱 成功大學
系所名稱(中) 高階管理碩士在職專班(EMBA)
系所名稱(英) Executive Master of Business Administration (EMBA)
學年度 99
學期 2
出版年 100
研究生(中文) 王俊傑
研究生(英文) Chun-Chieh Wang
學號 R0793140
學位類別 碩士
語文別 中文
論文頁數 87頁
口試委員 指導教授-莊雙喜
口試委員-康信鴻
口試委員-胡蘭沁
中文關鍵字 服務創新  服務管理  顧客價值 
英文關鍵字 service innovation  service management  customer’s value 
學科別分類
中文摘要 台灣的服務業近年來佔GDP的比重已經越來越高,漸漸的由製造業密集轉變為服務業密集的產業,尤其2011年與大陸的ECFA簽訂後,各項服務業更形蓬勃發展,積極搶占大陸這塊市場.陸客來台也促進了台灣服務業的商機.
若以此為依據,台灣的服務業能更朝服務創新的方向前進,以目標為”創造客戶價值”研發”服務創新流程”,必能為未來企業掌握勝出的機會.
本研究透過文獻,探求服務創新之分析架構,以發展出創新的服務管理模式,模式有以下八步驟,經由八個步驟的執行, 產生服務價值,使客戶滿意,並產生客戶忠誠,達到公司持續獲利成長之終極目標.
步驟一: 組成專案團隊
步驟二: 服務創意產生
步驟三: 服務創意篩選
步驟四: 選定發展構想
步驟五: 設計開發
步驟六: 服務測試
步驟七: 商品化
步驟八: 服務品質
以資訊服務業之個案公司之實務經驗,配合本研究之創新服務架構,由市場面,策略面,技術面之三構面,探討各步驟與個案公司之適配執行度,並提出建議與改善對策,以供實務界修改為適合本身之服務管理模式

英文摘要 The service industry of Taiwan accounts for GDP proportion higher year by year.It gradually transforms from labor intensive to service intensive,especially since Taiwan signed the ECFA agreement with mainland China. All kinds of services in Taiwan become prosperous and eagerly involve itself into this big market in China.The visitors from mainland China also improve the development of service industry in Taiwan.
It is for this reason that service industry in Taiwan can move onto the way of “service innovation”, and develop the processes of service innovation by creating the customer’s value and furthermore to hold the chances to win the market for enterprises in the future.
The research develops eight steps for service innovation.After developing and executing the eight steps, it will help creating the value of service, make the customer satisfied and inspire the loyalty of customer to the company.The ultimate goal of this model is to make the company getting profits and continually grow in the future.
Step 1: Organizing a project group
Step2: Finding the creative ideas
Step3: Choosing the creative ideas
Step4: Selecting the development idea
Step5: Designing and developing
Step6: Testing the prototype
Step7: Commercializing
Step8: Analyzing the quality of services

With the practical experience of the case study of information-serviced company,the research compares three dimensions-market, strategy and technology. We analyze the suitability of this model and make suggestions to the case company for revising the activites of services in the future. We hope that the research can provide the way for enterprises to develop its individual service management model.
論文目次 第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 研究流程 4
第二章 文獻探討 5
第一節 服務業創新相關研究 5
第二節 服務創新與服務研發階段性模型之發展與建構 23
第三節 服務創新模型發展步驟 25
第三章 研究方法 36
第一節 研究對象 36
第二節 個案研究方法 37
第三節 資料收集方式 39
第四節 資料分析 41
第四章 個案研究分析與討論 42
第一節 個案公司簡介 42
第二節 服務單位概況 46
第三節 分析與討論 53
第五章 結論與建議 74
第一節 研究結論 74
第二節 建議 76
第三節 研究的貢獻 78
第四節 研究限制與未來研究 78
參考文獻 83


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