臺灣博碩士論文加值系統

本研究所關切的議題為，當服務已被良好的設計出來後，為了不辜負這個被良好設計的服務，該怎麼使用它，進而能為所有重要關係人帶來最大的利益，特別是在資源有限的動態情境中。因此，我們將研究問題著眼於服務的傳遞過程中。現有的研究已回答了服務該如何被傳遞，但卻缺少了該在什麼時候，傳遞怎樣的服務才能發揮該服務的功效，帶來預期的好處(例如，贏得顧客滿意度及延續公司競爭力)。於是，本研究試圖提出一以模糊認知圖為基礎架構並考量顧客的心理狀態的服務分派機制，以期在如此動態且資源有限的情境下，能觀測當時的情境變化，透過管理顧客的期望與情緒，做出即時且適當服務分派決策，進而在對的時間針對對的人做對的服務。也就是冀望這樣一個顧客心理狀態的管理過程，能夠使得顧客感到滿意的可能性提高，並有助於所有重要關係人達成其目的，創造整個服務生態體系的平衡。考慮到會展服務即為一動態且資源有限的服務應用情境，本研究將以會展服務做為例子，加以描述整個研究的內容。

There are already some researches providing the answer to how to deliver services but the issue “when to deliver which service” is still not so clear. Especially under the dynamic and resource-limited situation, bringing the effectiveness of each service into full play and allocating them appropriately to earn the most benefits are imperatives for service providers to keep both service quality and competitiveness. Therefore, the FCM-based mental-driven service dispatcher proposed here tries to pull service receivers’ mental information in to make real-time service deployment decisions which are capable of achieving each stakeholder’s purposes and satisfying service receivers. With the mental information – expectation and emotion, we are given a hand to do the right things at the right time to the right person by building up such a customer- mentality-centric service dispatching system.

TABLE OF CONTENT (FIGURES) III
TABLE OF CONTENT (TABLES) V
TABLE OF CONTENT (EXHIBITS) VI
CHAPTER 1 INTRODUCTION 1
1.1 Background and Motivation 1
1.2 Research Question 2
1.3 Research Method 5
1.4 Purpose and Contribution 7
1.5 Content Organization 8
1.6 Terminologies 9
CHAPTER 2 LITERATURE REVIEW 11
2.1 Service Encounter Satisfaction 11
2.2 Customer Expectation Management 14
2.3 The Role of Emotions in Service Encounters 17
2.4 Fuzzy Cognitive Maps 19
CHAPTER 3 MOTIVATING APPLICATIONS 21
3.1 Conceptual Framework of the Exquisite Technology in U2EX 21
3.2 U2EX System Architecture 24
3.3 Managerial Implications 32
CHAPTER 4 A FCM-BASED MENTAL-DRIVEN SERVICE DISPATCHER 34
4.1 Motivating Concept 34
4.2 Design Logic and Research Approach 35
4.3 FCM Concept Sets Module: Automatic Construction of FCM 39
4.4 Contextual Factors Module: The Environment, Antecedents and Stimuli 49
4.5 Determinant Assessment Module: Compatibility─ the Fitness of Mental Drivers 53
4.6 Service Dispatching Module: Service Dispatching by Considering Compatibility and Resources 55
CHAPTER 5 THE APPLICATION 58
5.1 An Application Scenario – Exhibition Industry 58
CHAPTER 6 EVALUATION 72
6.1 An Experiment Scenario - An auto tronics show. 73
6.2 Experiment Objective 74
6.3 Parameter Design 75
6.4 Experiment Design and Result 82
6.5 The Comparison Result 96
CHAPTER 7 CONCLUTION 99
7.1 Contributions 100
7.2 Limitation 102
7.3 Future Work 102
APPENDIX 104
REFERENCE 112

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