臺灣博碩士論文加值系統

本文主要目的係將服務設計方法融入於顧客導向服務經營模式之建構過程。近年來服務經營模式的建構是一項熱門的議題，但是目前仍欠缺將服務設計方法融入於服務經營模式之實際建構過程。鑑於上述研究之不足處，本研究嘗試以Chen et al. (2012)提出之應用價值共創概念於顧客導向服務經營模式之架構，將美國IDEO設計公司提出之顧客體驗洞察技術、義大利Roberta Tassi提出之服務設計工具、德國Fraunhofer服務工程方法與資策會共同提出之服務體驗工程方法等三大類服務設計方法，透過分類標準定義、初步分類、分類結果確認等三步驟分類至該模式中議題準備、概念發展、概念整合、服務驗證等四部份，將服務設計方法和顧客導向服務經營模式整合成一套系統化顧客導向服務經營模式建構方法論。為了展示模式建構方法之運作，本研究以高齡遠距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遠距照護服務經營模式之建構。本研究可提供從事高齡遠距照護產業的從業者，或者積極從事顧客導向服務開發之企業，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 concept 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.

目錄 I
表目錄 III
圖目錄 IV
第一章 緒論 1
1.1 研究背景及動機 1
1.2 研究目的 3
第二章 服務設計方法之演進 4
2.1 Gartner與IBM公司 4
2.2 美國IDEO設計公司 5
2.3 義大利Roberta Tassi 6
2.4 德國Fraunhofer 研究機構 9
2.5 經濟部財團法人資訊工業策進會 11
2.6 小結 12
第三章 概念模式之發展 14
3.1 價值共同創造概念 14
3.2 顧客導向服務經營概念模式 18
第四章 服務設計方法之分類 22
4.1 分類標準定義 22
4.2 初步分類 25
4.3 結果分析 30
第五章 案例分析 37
5.1 案例背景 37
5.2 服務設計方法之選擇 38
5.2.1 議題準備 39
5.2.2 概念發展 40
5.2.3 概念整合 42
5.2.4 服務驗證 43
5.3 價值共創概念實際運用案例 44
第六章 結論與建議 47
參考文獻 48
附錄一、美國IDEO設計公司 顧客體驗洞察技術 51
附錄二、義大利Roberta Tassi 服務設計工具 55
附錄三、德國Fraunhofer 服務工程方法與資策會SEE服務體驗工程方法 64
附錄四、過去企業實務服務方法論 74
附錄五、其它服務設計方法 76
附錄六、專家問卷調查 78
附錄七、問卷調查之原始資料 95

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