臺灣博碩士論文加值系統

摘要
本研究以服務科學角度來設計APP開發架構，更能貼近消費者需求，現階段APP在開發時未考量服務和顧客導向的概念，然而APP特性注重情境使用且配合使用行為呈現階層化的架構，需要貼近顧客使用情境或行為，才能設計出完善、好使用的APP。因此若僅從技術層面去做開發而沒考量APP需被視為服務的提供，容易開發出不貼近顧客使用情境和需求的APP。而服務科學主要以透過科學方法，幫助使用者透過一整套服務發展架構能有系統性的開發出服務導向的商品、服務。然而在服務科學的服務發展架構上，無論是學術或實務皆缺乏適合APP特性的服務發展的架構。因此本研究主要貢獻為考量學術上和實務上皆沒有針對APP特性設計合適的服務發展架構和工具的不足，提供一套適用且方便使用的APP開發流程協助APP開發人員能開發出符合顧客價值的APP。
本研究整理服務工程相關模型常用步驟作為本研究的APP服務發展架構，並以開發出適合APP發展架構及以使用者方便使用APP架構，以及考量所有階段的連貫性此三個面向，去選擇適合APP特性並便於使用，且較有關聯性、目標較一致的工具，並將工具做改良或再設計，讓此架構流暢；此外設計適合APP開發特性的服務設計工具，補足文獻上和實務上缺少適合APP服務設計工具的不足，進而設計出完善、流暢並便於使用的APP開發架構。從而協助開發人員開發以降低開發出不符合顧客需求的APP之風險。

關鍵詞：服務科學、APP、顧客價值。

目錄
摘要 I
目錄 III
圖次 V
表次 VII

第一章 緒論 1
1.1研究背景與動機 1
1.2 研究目的 3
1.3 研究流程 4
第二章 文獻回顧 6
2.1 服務定義 6
2.2 服務創新 7
2.2.1服務科學 7
2.2.2新服務發展(new service development) 9
2.2.3服務工程 16
2.2.4服務設計 20
2.3服務發展架構與工具介紹 21
2.3.1 新服務發展架構 22
2.3.2 服務工程架構 26
2.3.3 服務設計架構 28
2.4手機應用程式 Phone APPS(application software) 33
2.5 顧客價值 36
2.5.1顧客價值背景和定義 36
2.5.2 顧客價值模型理論 mba智庫百科 37
3.5.3 顧客價值衡量模式 39
第三章 研究設計與方法 41
3.1 研究架構 41
3.2研究方法 43
3.2.1 顧客價值之衡量 43
3.2.2 服務工程架構 44
3.2.3 服務工程架構下對應之工具 45
3.2.3.1第一階段：需求分析 46
3.2.3.2第二階段：功能產生和篩選 60
3.2.3.3 第三階段：服務塑模 64
3.2.3.4第四階段：服務建置 69
3.3 研究設計 70
3.3.1顧客價值導向之APP服務工程開發架構 71
3.3.2顧客價值導向之APP服務工程開發架構下所對應工具 72
3.3.2.1顧客價值和需求分析階段工具： 73
3.3.2.2 功能產生和篩選工具 77
3.3.2.3 服務設計階段工具 80
3.3.2.4 服務建置階段工具 85
第四章 實證案例 86
4.1顧客價值和需求分析階段 86
4.2 功能產生和篩選階段 101
4.3 服務塑模階段工具 105
4.4 服務建置階段工具 114
第五章　結論與建議 124
參考文獻 126

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