系統識別號 U0026-0310201408141700
論文名稱(中文) 將服務帶向永續之概念引導
論文名稱(英文) Conceptual Guidance on Linking Service Offerings to Sustainability
校院名稱 成功大學
系所名稱(中) 工業設計學系
系所名稱(英) Department of Industrial Design
學年度 103
學期 1
出版年 103
研究生(中文) 陳崇文
研究生(英文) Chong-Wen Chen
學號 P38991026
學位類別 博士
語文別 英文
論文頁數 72頁
口試委員 指導教授-周君瑞
中文關鍵字 永續服務  客戶脈絡  價值創造  評估 
英文關鍵字 Sustainable services  Customer context  Value creation  Evaluation 
中文摘要 永續的基本概念為經濟、環境,以及社會的平衡發展;而服務具有協助企業推動永續經營的潛力。欲將服務帶向永續,一間公司必須具備明確且完整的永續價值主張。然而,過往研究對於永續服務的探討大多集中於環保議題,其中又以延長產品生命週期為主;相對地,利用服務供應創造社會利益或其他永續價值則受到較少關注。再者,以評量永續服務之表現為主的相關學說仍有待發展。
英文摘要 Service offerings have great potential to promote sustainability. For companies and business managers, it is important to embed full sustainability concerns (i.e., economic, environmental, and social considerations) in their business models and find more possibilities for creating sustainable offerings. For researchers, it is important to recognize the characteristics of sustainable services and explore approaches to generating innovative service concepts and evaluating the performance of sustainability-led offerings. However, many studies have only focused on environmental benefits when discussing sustainable services offered by product-centric companies, especially with regard to lifecycle management issues. Relating service offerings to the social good or other sustainability issues has received relatively little attention. In addition, there is a lack of multiple criteria used to facilitate the comprehensive assessment of sustainable services.
This research presents a conceptual study with theoretical discussions to provide a better understanding of sustainability-led service offerings. The author discusses how product-centric companies integrate sustainability considerations into services and then apply innovative offerings to fulfill customer needs, to generate environmental/social benefits, and to increase business potential. Furthermore, the author proposes guiding principles for developing sustainability-led service offerings. Via the case analysis, the author demonstrates the application of guiding principles and explores important tactics for enhancing the operation of sustainable services.
On the other hand, a concept of sustainable product-service efficiency is proposed to explore the relationship between service performance and sustainability impact. This concept provides an index with multiple criteria intended to evaluate whether company’s offerings consist with the sustainability requirements. The author then refers to expert comments to improve and complement the proposed concept.
This research concludes that value propositions and the customer context are two crucial factors that must be considered in determining the development of sustainability-led service offerings. To embed a wider range of sustainability values in service offerings, the author suggests that companies expand their attention to customer problems beyond the immediate context of product use. Recognizing the institutional and cultural contexts behind customer problems aids companies in developing offerings that bring not only environmental and social good but also business potential. Moreover, to improve the stability of service offerings for long-term planning, companies should closely take care of employees and their working conditions, which is the key to reducing the social impact of companies’ policies.
Finally, the author suggests that risk analysis can be incorporated into the proposed guiding principles and the sustainable product-service efficiency in the future to address radical innovation of business models.
論文目次 摘要 ii
1.1 Research Background 1
1.2 Purposes of This Research 2
1.3 Scope and Limitations 3
1.4 Research Process and Methods 4
2.1 Service Offerings and Their Types 5
2.2 Value Creation of Services 7
2.3 Approaches and Tools for Developing Service Offerings 9
2.4 Sustainability and Sustainable Development 12
2.5 Approaches and Tools for Managing Sustainability 14
2.6 Summary 18
3.1 Creating Sustainable Value through Service Offerings 19
3.2 Guiding Principles for Developing Sustainability-led Services 21
4.1 Case A: Addressing Social Value via Education Services 24
4.2 Case B: Helping the Environment by Recycling Services 27
4.3 Case C: Providing Social Good by Cancer Screening Services 30
4.4 Summary of Lessons Learned 33
5.1 Product-service Value and Sustainable Value 36
5.2 Concept of Sustainable Product-service Efficiency 39
5.3 Demonstration of the Proposed Concept 40
5.4 Operation of the Metric 45
6.1 Managerial Implications 49
6.2 Limitations and Barriers 50
7.1 Conclusions 52
7.2 Suggestions for Future Research 53
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