本研究提出一個基於萃思理論之系統化服務設計概念架構，稱為「設計導向之系統化創新思維方法架構」（design-oriented systematic inventive thinking - DSIT），此架構提供設計者能在不同創新需求情境下，有系統地進行創新服務設計。此架構將現實世界的服務設計需求分為四個象限，在分析各項象限屬性與內涵後，提出了一個一般化的整體架構，並提出每一象限特定的萃思方法（TRIZ）以及非萃思方法（non-TRIZ）的整合性服務設計方法。在DSIT的框架下，包含了四種類型的服務設計方法，分別是：一、「非關人類智慧類型之服務工程方法」（Human-independent service engineering）；二、「問題釐清類型之服務工程方法」（Problem-clarified service engineering）；三、「解決方案收斂類型之服務工程方法」（Solution-converged service engineering）；以及四、「設計新服務」（Designing for service）等四類型。此四類型在服務設計的問題定義階段、問題解決階段以及方案評估階段，各有特定適合的服務設計方法工具，即具有特定之設計工法，可以更簡易地提供企業採用按部就班的服務設計方法論以設計創新服務。本研究以四個適切屬性之台灣服務業個案作為實例，來驗證各類特定方法論之可行性，階段性的設計過程可提供實務上進行創新服務設計時的參考。透過「非關人類智慧類型之服務工程方法」，本研究設計出高格調餐廳的顧客抱怨推薦系統；透過「問題釐清類型之服務工程方法」，本研究設計出連鎖速食餐廳的適地化行動社群餐飲服務；透過「解決方案收斂類型之服務工程」，本研究設計出大型購物中心的智慧停車服務；透過「設計新服務」則建構了科技公司內部美食街的雲端餐飲自助點餐服務。透過四個個案的探討，驗證了DSIT方法可兼具四類型屬性問題的服務設計相容性，並具備有效性。此方法的四類型亦具備擴充性，可以擴充其他TRIZ或非TRIZ方法來進行服務設計。

A systematic approach to service design plays a crucial role in the effective development of new services. This research develops a conceptual service-design framework called design-oriented systematic inventive thinking (DSIT), a new, generalized service design approach that can be applied in the context of different, specific problems. It divides real-world design scenarios into four dimensions, and then provides an appropriate, integrated service-design approach based on TRIZ. Four types of service-design approach have been suggested, conceptualized as “Human-independent service engineering”, “Problem-clarified service engineering”, “Solution-converged service engineering”, and “Designing for service”. In these four dimensions, three phases including the problem definition phase (PD), the problem resolution phase (PR), and the solution evaluation phase (SE) are linked to the respective service-design methods, which are based on TRIZ, combined with non-TRIZ service-design methods. Using a multi-dimensional framework to depict these service design approaches for different businesses, four new service systems were designed for case companies, in order to verify the proposed service-design approaches. Using human-independent service engineering, an intelligent recommendation system for customer complaints is designed and analyzed. Using problem-clarified service engineering, the Geo-social meal service is analyzed and designed. Using solution-converged service engineering, the smart parking service is analyzed and designed. By designing for service, a cloud-based interoperable meal ordering service is analyzed and designed. Thus, the proposed DSIT approach has compatibility to gain the benefit of the characteristic of different approach. It also has extensiveness that can include other TRIZ and non-TRIZ service-design methods to develop new services.

摘要 I
Abstract III
Contents V
1. Foreword 1
1.1. Research background and motivation 1
1.2. Research objectives 2
2. Literature Review 4
2.1. Service innovation 4
2.2. Service design 6
2.3. TRIZ-based service design 10
2.4. Service QFD 27
2.5. Service blueprint 29
2.6. Ontology 30
3. Research Framework and Methodology 32
3.1. Research process 32
3.2. TRIZ-based service-design phase 33
3.3. Service design planning and multidimensional framework 37
4. Empirical Case Studies by DSIT Model 47
4.1. Human-independent service engineering: Intelligent customer complaint recommendation system 47
4.2. Problem-clarified service engineering: Geo-social meal service 60
4.3. Solution-converged service engineering: Smart parking service 70
4.4. Designing for service: Cloud-based interoperable meal ordering system 83
5. Conclusions 101
5.1. Discussions of the results 101
5.2. Theoretical implications and contributions 102
5.3. Practical implications and contributions 104
References 109
Publication list 118