臺灣博碩士論文加值系統

目前國內經濟模式逐漸著重於服務產業，導致與服務相關的學程與研究開始被重視。但是「服務」的概念是相當模糊與不清楚的，主要為服務的意義，太過於廣泛，並且難以量化。因此近年來，逐漸有以科學化的方法，來探討服務的創新價值與途徑，所以產生以服務科學的方法論，期望透過有系統方法，來找出服務價值的產生方式，以促進服務的創新與服務的生產力。

本論文將使用層級分析法(AHP)為研究方法，探討導入科技化服務之關鍵成功要素。並綜合國內外學者之相關文獻研究，及與專家訪談，建立出導入科技化服務關鍵成功要素之架構，獲得4個主構面與17項因子指標，分析結果以「資通訊技術面」最為重要，其次為「組織經營面」、「企業資源面」與「企業策略面」；而要因評估指標中以「與現有資訊系統整合」最為重要，其次為「資料探勘技術的運用」與「預測服務的需求」。希望透過本研究結果，可提供業界在導入科技化服務中之參考。

Currently, the domestic economic pattern is gradually emphasizing on the service industry, which causes service related academic courses and researches start to place importance on. However, the concept of (Service) is blurred and not cleared, mainly because of the meaning of service is too general and difficult to quantification. Therefore, in recent years, scientific methods are gradually introduced to discuss the innovational value and the way to services, thus, the service science has been resulted, which aspects to find out a method to produce the value of service through a systematic method, in order to accelerate innovation and productivity of services.

This thesis uses the analytic hierarchy process (AHP) as a research method to discuss Key Success Factors for implement Information Technology enabled Services (ITeS). Moreover, by integrating domestic and international related researches and interviews with experts, to construct the structure of Key Success Factors for implement ITeS. Four main aspects and seventeen factor indexes were gained, the analysis result shows the most important aspect is (information and communication technologies aspect), followed by (organization management aspect), (enterprise resource aspect) and (enterprise tactic aspect); in factor evaluation indexes, the most important index is (integration with current information systems), followed by (application of data research technology) and (need of service prediction). Hoping the result of this research can be a reference for the service industry to implement Information Technology enabled Services (ITeS).

目 錄

摘要 ii
ABSTRACT iii
誌 謝 iv
圖目錄 vii
表目錄 viii
第一章緒論 1
1.1研究背景與動機 1
1.2研究目的 2
1.3研究範圍與限制 3
1.4研究流程 3
第二章文獻探討 5
2.1服務之定義與價值 5
2.1.1服務之定義 5
2.1.2服務之價值 6
2.2服務價值傳遞模式 10
2.3服務科學(Service Science) 12
2.3.1服務科學核心概念 12
2.3.2服務科學與系統 15
2.3.3服務創新流程 16
2.4關鍵成功因素之探討 26
2.5層級式分析法(Analytic Hierarchy Process) 31
2.5.1層級程序分析法與定義 31
2.5.2層級程序分析法之程序 34
2.5.3層級程序分析法之應用與比較 37
第三章研究方法 39
3.1研究架構 39
3.2分析層級程序法之研究設計 40
3.2.1層級構面因素來源 40
3.2.2AHP分析 43
第四章AHP實證結果 46
4.1AHP之實證結果 46
4.1.1問卷分析 46
4.1.2各構面指標之成對比較矩陣 50
4.1.3各構面指標之特徵值與一致性檢定 51
4.2整體性分析 53
4.3差異性分析 59
4.3.1企業規模之比較 59
4.3.2導入資通科技運用之比較 65
4.3.3產業型態差異之比較 71
4.3.4層級人員差異之比較 77
4.3.5綜合觀察 83
第五章結論與建議 84
5.1研究結論 84
5.2未來研究與建議 86
參考文獻 87
附錄 92

參考文獻
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學位論文
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會議論文
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