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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
召集委員-陳國祥
口試委員-周志榮
口試委員-陳俊智
口試委員-謝孟達
口試委員-劉說芳
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 
學科別分類
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。
本論文為一概念研究-透過學理分析、討論,與統整,讓讀者對永續服務有更深入的認識。在論文中,研究者探討以產品為中心的公司如何整合永續思維與服務策略,並應用創新供應來滿足客戶需求、帶來環境/社會利益,以及提升商業潛力。本研究提出三個引導原則來協助公司開發永續服務之概念;藉由案例分析,研究者演示這些原則的應用,並歸納出將服務帶向永續的重要策略。
另一方面,本研究提出一個計量的觀點-「永續產品服務效能」,用以評估服務表現與永續衝擊之關係。此觀點提供一個包含多重基準的評量方法,旨在衡量公司的產品服務供應是否符合永續目標;為使其臻於完善,研究者透過專家意見來改進並補充所提出之多重基準。
本研究總結,價值主張與客戶脈絡為永續服務之關鍵要素。欲將廣泛的永續價值導入服務供應中,企業應擴大對客戶脈絡的認知,勿將客戶需求侷限於產品使用上。了解客戶需求背後的文化與體制脈絡可幫助公司設計具有商業潛力且能帶來環境/社會利益的服務。此外,為提升組織的穩定性以利長遠發展,公司應提供員工良好的工作條件與環境,並給予照顧,以減低社會衝擊。
最後,研究者建議可將風險分析導入未來研究,結合所提出之引導原則與永續產品服務效能,以協助公司掌握商業模式創新可能產生的風險。
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
SUMMARY iii
ACKNOWLEDGEMENTS v
TABLE OF CONTENTS vi
LIST OF TABLES viii
LIST OF FIGURES ix
CHAPTER 1 INTRODUCTION 1
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
CHAPTER 2 CONCEPTS OF SERVICES AND SUSTAINABILITY 5
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
CHAPTER 3 EMBEDDING SUSTAINABILITY IN SERVICE OFFERINGS 19
3.1 Creating Sustainable Value through Service Offerings 19
3.2 Guiding Principles for Developing Sustainability-led Services 21
CHAPTER 4 CASE ANALYSIS 24
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
CHAPTER 5 CRITERIA OF SUSTAINABLE SERVICE OFFERINGS 36
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
CHAPTER 6 DISCUSSION 49
6.1 Managerial Implications 49
6.2 Limitations and Barriers 50
CHAPTER 7 CONCLUSIONS AND SUGGESTIONS 52
7.1 Conclusions 52
7.2 Suggestions for Future Research 53
REFERENCES 55
Appendix A EXPERT COMMENTS ON THE PROPOSED CONCEPT 64
Appendix B PRESENTATION OF TWO SERVICE SCENARIOS 68
Appendix C A LIST OF MULTIPLE INDICATORS AND ITS APPLICATION TO THE COMPARATIVE ASSESSMENT OF TWO SCENARIOS 69
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