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研究生:楊雅如
研究生(外文):Yang, Ya-Ru
論文名稱:以轉型服務研究探討金融科技之發展
論文名稱(外文):Transformative Service Research Perspectives on Financial Technology Development
指導教授:唐瓔璋唐瓔璋引用關係
指導教授(外文):Tang, Ying-Chang
口試委員:溫金豐吳敏華
口試委員(外文):Uen, Jin-FengWu, Min-Hua
口試日期:2019-12-24
學位類別:碩士
校院名稱:國立交通大學
系所名稱:經營管理研究所
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:2020
畢業學年度:108
語文別:英文
論文頁數:45
中文關鍵詞:轉型服務研究金融科技服務導向邏輯價值共創三個世界
外文關鍵詞:Transformative Service ResearchFintechService Dominant LogicValue Co-creationThree Worlds Theory
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  • 下載下載:17
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隨著全球服務業的持續增長,轉型服務研究(Transformative Service Research)備受重視。全球近20億人口未取得正式金融服務,服務研究著重於提升全球服務品質,以使服務更加完善、促進服務全球普及性,最終達成創造社會的福祉(Well-being)之目的。
金融科技(Fintech)以破壞性技術在既有的流程及服務中帶來創新及改變,金融服務逐漸融入生活,並成為生活的一部分(Chen,2016),同時實現全球普惠金融之發展。
本論文以轉型服務理論及三個世界作為理論框架並提出命題。再以金融科技M-Pesa及螞蟻金服(Ant Financial)的個案探討在人民、金融科技服務及產業間(服務提供者與服務使用者)互動中的價值創造,從產業及服務,使人民從服務設計的改變中感受到習慣價值(Habitual value)轉為轉變價值(Transformative value),並感受振奮、幸福的福祉,期以藉此作為提高服務品質之參考。
With the continuous growth of service industry, service research has received more attention. In the financial services industry, more than 2 billion people worldwide are outside financial services. It is necessarily to improve the well-being of customers through promoting global financial services and quality for more people.
Fintech, is recognized as “destructive technologies” that overturn the existing financial services practices and brings convenience to Finlife(Chen,2016), achieve Financial Inclusion in the world.
This study uses Transformation Service Research (TSR) and Three Worlds Theory as the base architecture and propose our framework. We use the phenomenon of Fintech development, such as M-Pesa and Ant Financial as cases to explore habitual value transformed into transformative value for value co-creation from the interactions among the users of financial technology people, financial technology services, and the industry. Though service design that generate uplifting change value for greater well-being of the people among society, which is the goal of service research.
TABLE OF CONTENTS iv
CHAPTER 1: INTRODUCTION 1
1.1 Research Background 1
1.2 Research Motivation and Objectives 3
1.3 Research Method 4
CHAPTER 2 : LITERATURE REVIEW 5
2.1 Fintech 5
2.2 Transformative Value 7
2.3 Financial Inclusion 11
2.4 Service dominant Logic 12
2.5 Three Worlds Theory 14
CHAPTER 3 : RESEARCH DESIGN 16
3.1 The Grounded Theory 16
3.2 Transformative Value 17
3.2.1 Service Design 17
3.2.2 Service Practice 18
3.2.3 Social Structures 19
3.2.4 Reproduction 19
3.2.5 Agency 19
3.2.6 Habitual Value 20
3.2.7 Transformative value 20
3.3 Three Worlds Theory 22
3.3.1 World One 22
3.3.2 World Two 22
3.3.3 World Three 22
3.4 Technology diver 22
3.5 Fintech in Three World Worlds 23
CHAPTER 4: FINTEHCH CASES DEVELOPMENT 27
4.1 M-Pesa in Africa 27
4.2 Ant Financial in China 30
4.3 Government 36
CHAPTER 5 : CONCLUSIONS AND SUGGESTIONS 39
5.1 Research Finding and Discussion 39
5.2 Limitation and Suggestions for future research 42
REFERENCES 43
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