臺灣博碩士論文加值系統

面臨全球化的競爭下、企業若要從競爭市場中脫穎而出，持續創新成為必備的競爭優勢，其中服務創新能力更是重要的一環，如今的服務業，重視之重點不外乎是顧客至上、顧客的需求及滿意度，皆是服務業進行改善的要素。面臨全球化市場下眾多的競爭對手，企業管理人思考如何降低成本、提升效率以及服務品質之際，創新服務是企業能否永續經營的一個重要改善項目，為了加強服務品質和提升顧客滿意度。企業創新成為重要的一環，企業唯有持續的創新，才在全球化市場上形成差異化的產品與服務，進而提升企業在市場上的優勢。許多文獻紛紛證實了創新與獲利具有相當的關係，企業不外乎就是賺取最大的獲利，然而一個優良的創新系統設計必須透過績效衡量，才能有效的發揮創新的價值。對於服務之創新衡量時，必須考慮影響的構面、消費者心理因素，以及消費者的主觀判斷，因而使服務創新衡量過程中充滿的不確定性與模糊性，因此本文提出二元語意計算為基礎的模糊區間語意評估模式，以衡量服務創新，將眾多影響、因素、主客觀判斷，呈一致性，進行評估，避免資料失真，本文最後以一個案例實證分析，以驗證本文提出之評估模式的實用性，與正確性。

Under intense global competitions, in order to stand out in the market, continuous innovation is crucial to enterprises, and service innovation is particularly important. In today’s market, meeting customers’ needs and satisfaction are the focuses of service improvement. Faced with numerous competitors in the global market, managers must strive to lower costs, enhance efficiency, and improve service quality, thus, innovative service is a critical improvement factor that affects the sustainable operation of enterprises. In order to improve service quality and enhance customer satisfaction, enterprise innovation is a crucial link, and only through continuous innovation could enterprises achieve differentiation in products and services so as to enhance competitive advantages. Many studies have proven that innovation is highly correlated with profitability. The main objective of enterprises is to seek maximum profits. An excellent innovation system should measure its performance continuously to ensure innovative values. When evaluating service innovation, the dimensions to be considered include consumers’ psychological factors and subjective judgments, which brings uncertainty and fuzziness to the process of evaluation. Therefore, this paper proposes a fuzzy linguistics evaluation model based on binary semantic computing as the basis to assess service innovation upon influences, factors, objective and subjective judgments, in order to maintain consistency and data authenticity. Lastly, this paper presents a case study for empirical analysis, which validates the applicability and correctness of the proposed evaluation model.

中文摘要 i
英文摘要 ii
誌謝 iii
目錄 iv
圖目錄 vi
表目錄 vii
第一章、 緒論 1
1-1 研究背景與動機 1
1-2 研究目的 3
1-3 研究流程 4
第二章、 文獻探討 6
2-1 服務的定義與特性 6
2-2 服務品質定義與衡量 8
2-3 創新的定義 12
2-4 創新的分類 16
2-5 創新績效衡量 19
2-6 服務創新 21
第三章、 研究方法 28
3-1 模糊集合與語意變數 28
3-2 二元語意變數 29
3-3二元語意變數的轉換 31
3-4 不同語意變數之間的轉換方式 31
3-5 二元模糊語意變數的計算 33
3-6 區間語意 35
3-7區間語意變數與明確值得轉換 35
第四章、 實證分析 37
4-1 實證介紹 37
4-2 結果分析 46
第五章、 結論與建議 48
5-1 結論 48
5-2 建議 49
文獻參考 50
一、中文文獻 50
二、英文文獻 51
三、其他資料 55

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