臺灣博碩士論文加值系統

在環境破壞越來越嚴重的當下，許多人開始思考如何降低人類活動對環境帶來的衝擊。產品服務系統（Product-service system）為具有環境效益的商業概念，其定義為「一個系統包含-產品、服務、支持的網絡和基礎措施，被設計為具有競爭力、滿足客戶需求、比起傳統商業模式有較低的環境衝擊(Mont,2004)」。本研究首先藉由深度訪談了解行李箱產品租賃業者的服務設計現況。歸納比較現有行李箱租賃服務業者:(1)市場區隔在於行李箱品牌價值之高低;(2)消費動機包括臨時需要不同體積之行李箱、需求高品質之行李箱、多人同行需求增加等;(3)行李箱租賃業務受旅遊淡旺季之影響。本研究以服務品質五大構面理論為基礎，檢驗行李箱租賃業者之服務設計，歸納出影響行李箱租賃服務業者之產品品質和服務品質的共通因素、差異因素和問題點三大主題。其次從顧客端訪談資料歸納出一致認為重要的項目包括「產品品牌形象」、「好的產品保養維修」……等9項產品構面項目和「實體店面」、「彈性的歸還時間」……等27項服務構面項目。並同時以狩野模型之觀點歸納出提升顧客滿意度的魅力品質和一維品質的服務項目其中包括(1)有形性構面: 吸引人的物品佈置、吸引人的網路平台(2)可靠性構面: 迅速的貨運服務(3)反應性構面: 積極提供產品資訊說明(4)保證性構面: 耐心回應顧客的疑問、重視顧客便利性(5)同理心構面:24小時服務、提供專人收貨、送貨到府服務、瞭解顧客成本考量和給予特殊優惠(6)產品有形性構面: 提升產品外觀設計、產品品牌形象差異、產品的體貼的小功能(7)產品可靠性構面:可靠的產品品牌、行李箱間隔方式便利，等以上七大構面。

As the environmental damage is getting worse, people start to think about how to reduce the human impact on the environment. The concept of Product-Service System (PSS) not only a business strategy but also have environmental benefit. Mont (2004) defined PSS as “a system of products, services, supporting networks, and infrastructure that is designed to be competitive, satisfy customers'' needs, and have a lower environmental impact than traditional business models”. “In-depth interview” is adopted in this research to collect the cases of the PSS in baggage renting. The analysis is based on conceptual model of five dimensions of service quality ,and plus product quality for inspecting the service design of baggage renting. The results are as following:
(1)Tangibility:fascinating product display、fascinating website
(2)Reliability:quick freight
(3)Responsiveness: actively provide information of products
(4)Assurance:answer the questions patiently、value convenience
(5)Empathy:24 hours service、pick up the product personally、understand customers’ budget、give preference
(6)Product Tangibility: appearance of baggage design、product’s brand image、kindly functions
(7)Product Reliability: dependable brand of product、convenience partition of baggage

摘 要 i
Abstact iv
目 錄 v
表 目 錄 viii
圖 目 錄 x
第一章 緒論 1
1.1研究背景與動機 1
1.2研究目標 2
1.3研究流程與架構 3
1.4研究範圍 5
1.5研究限制 5
第二章 文獻探討 6
2.1產品服務系統 6
2.1.1 產品概念 6
2.1.2 服務概念 7
2.1.3產品服務系統 8
2.2租賃的定義 11
2.3 服務品質 12
2.3.1 服務品質定義 12
2.3.2服務品質構面 13
2.3.3服務便利性 14
2.4 產品品質 16
2.5 二維品質模式 17
第三章 研究方法 20
3.1研究流程與規劃 20
3.2觀念性架構 22
3.3研究工具 23
3.3.1紮根理論 23
3.3.2深度訪談法 23
3.3.3參與觀察法 23
3.3.4編碼方式 24
3.4研究對象 25
3.5訪談大綱設定 25
3.6小結 26
第四章 研究結果與分析 27
4.1 結合產品之服務品質五大構面項目 27
4.2 背景資料 29
4.3七大構面分析 30
4.3.1服務有形性構面 31
4.3.2產品有形性構面 39
4.3.3服務可靠性構面 46
4.3.4產品可靠性構面 51
4.3.5反應性構面 57
4.3.6保證性構面 61
4.3.7同理心構面 68
4.4 總結整理−行李箱租賃業者服務之主要影響因素 77
4.5 業者訪談與顧客訪談之比較 78
4.5.1以狩野模型之角度比較服務業者與顧客之觀點 78
4.5.2從顧客重視程度與業者服務作法之比較 81
4.6 綜合討論 86
第五章 結論與建議 88
5.1研究發現 88
5.2後續研究建議 92
參考文獻 93
附錄資料 96
附錄一：業者與顧客基本資料 96
附錄二：業者訪談大綱 97
附錄三：業者C1訪談內容編碼過程 99
附錄四：業者C2訪談內容編碼過程 102
附錄五：業者C3訪談內容編碼過程 106
附錄六：業者C4訪談內容編碼過程 110
附錄七：顧客訪談大綱 114
附錄八：以狩野模型觀點之顧客產品品質構面分析 121
附錄九：以狩野模型觀點之顧客服務品質構面分析 125
附錄十：以狩野模型觀點之業者分析 132
附件十一：以狩野模型之觀點整合業者與顧客之品質看法 137

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