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系統識別號 U0026-1302201214440500
論文名稱(中文) 發展以文化溝通為基礎的服務創新模式-以台灣華語教學中心為例
論文名稱(英文) Developing a Culture and Communication based Service Innovation Model – Take the Example of Chinese Language Teaching Institutions in Taiwan
校院名稱 成功大學
系所名稱(中) 創意產業設計研究所
系所名稱(英) Institute of Creative Industry Design
學年度 100
學期 1
出版年 101
研究生(中文) 張祿生
研究生(英文) Andi Barlianto
學號 pa6997048
學位類別 碩士
語文別 英文
論文頁數 91頁
口試委員 指導教授-仲曉玲
指導教授-孔憲法
口試委員-林朝成
中文關鍵字 服務品質表現程度  服務設計  文化和溝通  中文教育機構  外籍學生  台灣 
英文關鍵字 Service innovation  culture and communication  Chinese language teaching institution  foreign students  Taiwan 
學科別分類
中文摘要 近年來中文已成為最為廣泛使用的語言。而在以中文為官方語言的國家中,台灣,也成為非中文使用者學習中文的主要地點之一。台灣教育部也表示外籍學生的存在對台灣而言是相當重要的。因此,增加外籍學生的數量是有必要的,但更重要的是提升台灣中文教育的品質。
目前中文語言學習機構提供的課程,多以程度分級的制式化課程為主。然而,若要將語言學習應用於生活溝通中,非正式的學習反而扮演著更關鍵的角色。就這點來看,語言學習機構所提供的服務內容表現,與其在語言學習上的重要性之間是有相當的落差。
為降低兩者之間的落差,並且提供學生更好的服務,本研究將透過外國學生的觀點,以台灣最優秀的兩所中文教學機構為代表,同時運用質化研究方法與量化數據分析來探討現行中文教育的表現與重要性。
透過本研究,期能為台灣的中文教學提供一個未來創新發展的方向。
英文摘要 In recent years Chinese language is the most widely spoken language. As one of the native Chinese speaking countries, Taiwan is one of the main destinations for Chinese language learner from abroad. The Ministry of Education Republic of China (MOE) states that the existence of foreign students in Taiwan is exceptionally important. In respond to this matter, there is a need to expand the quantity of foreign students, but most importantly to advance the quality of the Chinese language education in Taiwan.
While there are different ways of learning, the courses offered by current Chinese language teaching institutions are predominated by formal language teaching, which is curriculum driven, and formally recognized with grades, or certificates. Nevertheless, the current principles for foreign language learning are communication and culture that can be found in informal arena. Informal teaching plays important role concerning language acquisition. Looking at this fact, there is a gap between services performance and importance within the institutions.
To narrow the gap and provide better services for students, this research develops a culture and communication based service innovation model by cooperating students as customer in the process. This research uses quantitative method supported by qualitative method focusing on two of the most established Chinese language teaching institutions in Taiwan as case studies.
This study contributes directions for service innovation within the Chinese language teaching institutions derives from the understanding of foreign student’ needs in their learning process.
論文目次 Acknowledgement I
Abstract II
摘要 III
Table of Contents IV
List of Tables VII
List of Figures VIII

Chapter I - Introduction 1
1.1 Research Background and Motivation 1
1.1.1 Chinese Language Learning as a Second Language 1
1.1.2 Taiwan as a Case Study 3
1.2 Research Objectives 5
1.3 Research Questions 6
1.4 Research Scope 6
1.4.1 Case of Study 6
1.4.2 Respondents 6
1.5 Research Process. 8
1.6 Research Structure. 9
1.7 Research Contributions 9

Chapter II - Literature Review 11
2.1 Nature of Foreign Language Learning. 11
2.1.1 Types of Learning 12
2.1.2 Culture and Communication in Foreign Language Learning 15
2.2 Chinese Language Learning 20
2.2.1 Global Interest on Chinese Language Learning 20
2.2.2 Current offering of Chinese language Education in Taiwan 21
2.3 Service Sector 22
2.3.1 Service Innovation 24
2.3.2 Service Innovation in Education Sector 25
2.4 Analytical Framework 26

Chapter III - Research Methodology 28
3.1 Data Collection 28
3.2 Data Analysis Procedure. 35

Chapter IV - Analysis and Discussion 40
4.1 Case Studies 40
4.2 Findings from MTC, NTNU 45
4.2.1 Characteristic of Respondents (MTC) 45
4.2.2 Respondents Overview (MTC) 47
4.2.3 IPA on Questionnaire of Current Services (MTC) 48
4.2.4 IPA on Questionnaire of Learning Objectives (MTC) 52
4.2.5 Findings from Interview with Students of MTC 54
4.2.6 Findings from Interview with Representative of MTC 55
4.2.7 Discussion of the Findings from MTC 57
4.3 Findings from CLC, NCKU 58
4.3.1 Characteristic of Respondents (CLC) 58
4.3.2 Respondents Overview (CLC) 60
4.3.3 IPA on Questionnaire of Current Services (CLC) 61
4.3.4 IPA on Questionnaire of Learning Objectives (CLC) 64
4.3.5 Findings from Interview with Students of CLC 66
4.3.6 Findings from Interview with Representative of CLC 67
4.3.7 Discussion of the Finding from CLC 69
4.4 Discussion and Comparison 70

Chapter V - Conclusion and Future Prospect 74
5.1 Conclusion and Suggestions 74
5.2 Research Limitations and Future Directions 78

References 79
Appendices 87
Appendix-1: Questionnaire - MTC 88
Appendix-2: Questionnaire - CLC 89
Appendix-3: Interview – MTC 90
Appendix-4: Interview – CLC 91
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