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研究生:林彩瑜
研究生(外文):Lin,Tsaiyu
論文名稱:運用TRIZ與KANO方法探討便當連鎖店之服務創新模式-以潮吉大排便當店為例
論文名稱(外文):Using TRIZ and KANO Method to Improve the Strategic Service Innovation of Box Lunch Chainstore-Taking the Super Meal Box Lunch for Example.
指導教授:葉英斌葉英斌引用關係
指導教授(外文):Yeh,Yingpin
口試委員:李聖賢胡凱傑
口試委員(外文):Lee,ShengsianHu,Kaijie
口試日期:2012-06-21
學位類別:碩士
校院名稱:育達商業科技大學
系所名稱:企業管理所
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2012
畢業學年度:100
語文別:中文
論文頁數:125
中文關鍵詞:便當連鎖店便當
外文關鍵詞:Box Lunch Chainstore
相關次數:
  • 被引用被引用:1
  • 點閱點閱:477
  • 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:1
便當是現代亞洲地區生活中不可或缺的餐點,雖然擁有廣泛的市場與業績,但是至目前為止少見有跨區域規模的大型便當連鎖店,以國內現有市場為例,目前除了以池上米系列的便當連鎖體系擁有百家連鎖店外,各種現製便當連鎖品牌都未俱營業規模。市場龐大卻少人開創、其中的確有可以探討的空間。
本研究的主要目的在於提供便當連鎖店提升服務品質與擴大營業規模的服務創新模式。從對潮吉大排便當連鎖店個案研討中找出便當連鎖店的產業特性以及該品牌目前所遭遇到的問題,透過文獻探討找出改善服務業品質的要素,運用TRIZ(Theoria Resheneyva Isobretatelskehuh Zadach)工具的協助找出適合改善便當連鎖店服務品質的適配原則。再用KANO與對該品牌做群體焦點訪談製作問卷,透過問卷調查建立TRIZ改善服務品質的矛盾矩陣,列舉對該品牌所亟待改善的原則,根據原則轉換有效方案,進行實驗改革,藉由其實驗結果找尋便當連鎖店的服務創新模式。

Box lunches are an indispensable part of people's everyday diet throughout much of Asia today. But box lunches have a huge market and booming sales, there are currently very few large box lunch chain restaurants operating in multiple area.
Taking the Taiwan's market as an example, apart from the Chishang Rice box lunch chain—which has roughly 100 stores—other ready-made box lunch chain brands have failed to expand their scale of operations. There is certainly room in this huge but largely untapped market for further exploration of possible opportunities.
The prior goal of this study is to provide box lunch chains with an innovative business model aimed at enhancing service quality and expanding scale of operations. The example of the Chaoji Dapai Box Lunch chain reveals some of the characteristics of the chain box lunch restaurant industry and the problems currently encountered by this chain. A review of the literature is employed to find key elements of quality improvement in service industries, and the TRIZ (Theoria Resheneyva Isobretatelskehuh Zadach) tool used to find principles for enhanceing service quality of box lunch chain store service quality.Applying focus grouping interviews and Kano to produce a questionnaire, and a questionnaire survey used to establish a TRIZ service quality improvement contradiction matrix listing principles connected with the brand that urgently require improvement. These principles are then converted to an effective improvement plan, and experimental improvements made; the results are used to find an innovative service model for chain box lunch restaurants.

書名頁 ………………………………………………………………………… i
論文口試委員審定書 ………………………………………………………… ii
授權書 ………………………………………………………………………… iii
中文摘要 ……………………………………………………………………… iv
英文摘要 ……………………………………………………………………… v
謝誌 …………………………………………………………………………… vi
目錄 …………………………………………………………………………… vii
表目錄 ………………………………………………………………………… viii
圖目錄 ………………………………………………………………………… ix
符號說明 ……………………………………………………………………… x
第一章 緒論
第一節 研究背景與動機
第二節 研究目的
第三節 研究的範圍與對象
第四節 研究流程
第二章 文獻探討
第一節 便當連鎖體系探討
第二節 服務品質
第三節 TRIZ理論
第四節 Kano品質模式
第三章 潮吉大排便當連鎖店個案研究
第一節 現製便當探討
第二節 個案研究
第四章 研究方法
第一節 研究設定
第二節 訪談設定
第三節 研究設計
第五章 分析結果
第一節 信度、效度分析
第二節 問卷樣本基本資料分析
第三節 Kano 二維模式之歸類
第四節 TRIZ矩陣之建構
第五節 運用TRIZ的原則為品牌尋找服務創新策略
第六章 結論與建議
第一節 結論
第二節 建議
參考文獻
一、中文文獻
二、英文文獻
附錄一


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