臺灣博碩士論文加值系統

本文之主要目的係將價值共同創造概念應用於顧客導向服務經營模式之建構過程，近年來價值創造探討層面已提升至企業、顧客及其合作夥伴之間，因共同參與及互動而形成的價值共同創造現象。其中透過服務系統，創新並進而達到價值共同創造的產生，更是近期企業競相探討之關鍵議題。
有鑑於上述之趨勢，本研究嘗試提出一個透過議題準備、概念發展、概念整合等三階段的服務經營發展模式，將價值共同創造概念和顧客導向服務發展方法整合成一套系統化顧客導向服務經營模式建構方法。為了展示模式建構之運作方法，本研究將針對高齡化遠距居家照護服務作為研究案例，探討具有價值共同創造概念的顧客導向高齡化遠距居家照護服務經營模式之建構。本研究可以提供從事高齡化遠距居家照護產業的從業者，或者積極從事顧客導向服務開發之企業，能夠透過本研究發展之模式來理解一個具有價值共同創造概念的顧客導向服務經營模式之建構過程。

The purpose of this paper is to develop a customer-oriented service business model by applying a value co-creation concept. In recent years, a phenomenon of value co-creation formed by interactions among enterprises, customers and suppliers is highly paid attention in the academic society.
As a result, the value co-creation in a customer-oriented service system which should be regarded as a critical issue, however most studies are insufficient to discuss this issue. Thus, the study attempts to propose an innovative service business model including three stages: issue preparation, conceptual development and integration, which integrates with the customer-oriented and the value co-creation conceptions to remedy the issue.
Finally, a case study, providing tele-home care services for ageing people, is also conducted to demonstrate how to develop a customer-oriented service business model in accordance with the value co-creation of the tele-home care services. The proposed model can help managers of the tele-home care service agency to understand a developmental process of the customer-oriented service business model integrating the value co-creation concept.

摘要 i
Abstract ii
誌 謝 iii
目錄 v
表目錄 vi
圖目錄 vii
第一章 緒論 1
1.1研究背景與動機 1
1.2研究目的 4
第二章 文獻探討 5
2.1價值共同創造概念之發展與內涵 5
2.2服務體驗工程方法 11
第三章 模式建構 16
3.1議題準備階段 17
3.2概念發展階段 21
3.2.1 顧客導向服務模式 21
3.2.2 服務經營模式之概念發展 23
3.3概念整合階段 25
第四章 個案研究 27
4.1個案背景 27
4.2個案分析 29
4.2.1 議題準備階段 29
4.2.2 概念發展階段 35
4.2.3 概念整合階段 37
第五章 結論與建議 39
5.1研究結論 39
5.2 研究建議 40
參考文獻 41

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