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研究生:朱丕中
研究生(外文):Pei-Chung Chu
論文名稱:利用虛擬環境創造一個綁住顧客的服務創新-以台灣積體電路公司為例
論文名稱(外文):Utilizing Virtual Environment to Create a Service Innovation to Bind Customers- A Study of Taiwan Semiconductor Manufacturing Company
指導教授:丘宏昌丘宏昌引用關係
指導教授(外文):Ph.D. Hung-Chang Chiu
學位類別:碩士
校院名稱:國立中興大學
系所名稱:科技管理研究所
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2005
畢業學年度:93
語文別:英文
論文頁數:51
中文關鍵詞: 服務創新 結構結合 顧客利益 虛擬環境 虛擬工廠
外文關鍵詞:service innovationstructural bondscustomers’ benefitsvirtual environmentvirtual factory
相關次數:
  • 被引用被引用:0
  • 點閱點閱:357
  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:4
摘 要
過去十年關係行銷中,買賣者雙方的關係是一個重要的議題,它專注於建立、發展和維持所有成功關係的改變(Berry, 1983; Morgan&Hunt, 1994; Grönroos, 1994)。因此,如何建立和維持顧客的忠誠度,變成每一家企業保持競爭力的命脈。
國內對於半導體的大力推動對於該產業來說,不只是很好的機會,也是個很大的挑戰。台積電(TSMC)為了變成一個以顧客為導向的企業,他們提出了一個新的概念”虛擬工廠”。結果指出:台積電e化的晶圓製造廠提供的服務創新可以強化結構結合;而利用結構的結合是可以提升顧客的利益。台積電不只提供網路線上的設計服務、工程服務以及後勤物流的服務,而且我們也可以看到一些顧客的利益是來自於他們服務創新的創造。
在這篇論文,我們將經由台積電,介紹一個成功使用網際網路科技去傳遞服務的案例,以及探索在虛擬環境中去綁住顧客的服務創新方法。
Abstract
The buyer-seller relationship, which focuses on approaches to build, develop and maintain all successful relational exchanges (Berry, 1983; Morgan&Hunt, 1994; Grönroos, 1994), has become an important issue recently. How to build and maintain customer loyalty has, therefore, become a sustainable competitive advantage for enterprises.
Semiconductor advancements present not only great opportunities, but also great challenges. In order to become a customer oriented enterprise, Taiwan Semiconductor Manufacturing Company (TSMC) proposes a new concept of “Virtual factory (VF)”. The results indicate that service innovation of TSMC’s eFoundry can strengthen structural bonds, structural bonds can enhance customers’ benefits. TSMC not only provides on line services that include design, engineering, and logistics, but also we can see some customers’ benefits from creation of service innovation.
In this paper, we intend to discuss a successful case using internet technologies to deliver services and explore ways of service innovation to bind customers in virtual environment by TSMC.
Table of Context

1. Introduction 1
2. Literature Review 3
2.1 Service innovation 3
2.2 Structure bonds 7
2.3 Benefits of Customer. 10
2.4 Virtual environment 13
2.4.1 E-Service 13
2.4.2 Virtual factory 14
3. Case methodology 15
4. The service innovation of TSMC 16
4.1 Study profile 16
4.2 Service innovation of Design 19
4.3 Service innovation of Engineering. 21
4.4 Service innovation of Logistics 24
5. Creation benefits of customers from service innovation 27
5.1 Service innovation and Structural bonds 29
5.2 Structural bonds and Benefits of customers 33
6. Conclusions and Managerial Implication 38
6.1 Conclusions 38
6.2 Managerial Implication 40
Limitation and Future research 41
Reference 43
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