臺灣博碩士論文加值系統

　　服務產業已成為台灣主要發展產業之一，但服務業卻有別於一般產業，具有無形性、消費者參與性、不易分割性、無法儲存性、異質性與難以視覺化了解等特性，導致服務業難以大量生產以及品管，也沒有辦法申請專利。因應這樣的競爭環境，需要快速的服務創新來提升企業價值，因此服務創新以及服務設計等議題也越來越受到重視。
　　服務藍圖為服務流程設計與創新的有效工具之一，其可以具體化的描述服務提供的過程，並且於服務流程中做標記以做為服務流程分析的基礎。但服務藍圖卻具有過於概化的缺點，以至於無法詳細分析表達服務傳遞的過程。故本研究將發展一套系統雛型，可提供使用者快速的設計並且建置其服務藍圖，並且將更多的服務管理概念放到服務藍圖當中，視覺化定義其服務流程以及執行的細節，建立服務的SOP。如此不但能與企業內部溝通服務提供的標準，更可以檢視服務流程中的缺口並且加以改善，進行服務創新。

The service industry has become a major industrial sector in Taiwan. Service industry has some unique characteristics such as intangibility, perishability, heterogeneity, inseparably. These characteristics make it difficult for a service to be mass-produced, have consistent quality control, or have patent protection. In response to this kind of competitive environment, enterprises need rapid service innovation to enhance their value. Therefore, service innovation and service design are more and more important.
The service blueprint is a tool for service process design. It can specify how service is provided, and support service process analysis. However, there is no generally accepted practice and software for designing service blueprints. This has hindered the enhancement of service productivity. In this these, we define requirements for service blueprints and develop a system prototype to show the feasibility of such as system. The service blueprint system can help visualize service process and identify potential fail points and innovation opportunities. It can be used by service companies to communicate service design with the staff, and find alternatives to eliminate service gaps.

論文審定書………………………………………………………………………………i
誌謝……………………………………………………………………………………...ii
中文摘要………………………………………………………………………………..iv
英文摘要………………………………………………………………………………...v
第一章緒論 .................................................................................................................... 1
第一節 研究背景與動機 .......................................................................................... 1
第二節研究問題與目的 .......................................................................................... 4
第三節研究流程 ...................................................................................................... 6
第二章文獻探討 ............................................................................................................ 7
第一節 服務管理 ...................................................................................................... 7
第二節服務藍圖 .................................................................................................... 10
第三節企業流程建模 ............................................................................................ 19
第四節電腦輔助設計 ............................................................................................ 21
第三章研究方法 .......................................................................................................... 23
第一節 設計科學研究法 ........................................................................................ 23
第二節系統雛型設計研究架構 ............................................................................ 24
第四章服務藍圖設計系統分析設計與建置 .............................................................. 27
第一節 系統需求分析 ............................................................................................ 27
第二節服務藍圖設計系統元件屬性擴充 ............................................................ 29
第三節服務藍圖設計系統介面與功能 ................................................................ 38
第四節服務藍圖設計系統展示—以星巴克體驗為例 ........................................ 47
第五章系統驗證 .......................................................................................................... 59
第一節 系統成功模式與系統滿意度 .................................................................... 59
第二節問卷設計 .................................................................................................... 62
第三節實驗流程與方法 ........................................................................................ 64
第四節資料收集 .................................................................................................... 68
第五節結果分析與討論 ........................................................................................ 70
第六章結論與建議 ...................................................................................................... 77
第一節 研究結論 .................................................................................................... 77
第二節研究貢獻 .................................................................................................... 78
第三節研究建議與未來方向 ................................................................................ 79
參考文獻 ........................................................................................................................ 81
附錄一 實驗後測問卷問項 .......................................................................................... 85
附錄二 服務藍圖設計任務 .......................................................................................... 87

Arai, T. and Y. Shimomura (2004). Proposal of Service CAD System - A Tool for Service Engineering. CIRP Annals - Manufacturing Technology, 53(1), 397-400.

Arai, T. and Y. Shimomura (2005). Service CAD System - Evaluation and Quantification. CIRP Annals - Manufacturing Technology 54(1), 463-466.

Bangor, A., P. T. Kortum, et al. (2008). An Empirical Evaluation of the System Usability Scale. International Journal of Human-Computer Interaction 24(6), 574-594.

Bateson, J. E. G. and L. B. School (1983). Perceived control and the service encounter, London Business School.

Berry, L. L., E. A. Wall, et al. (2006). Service clues and customer assessment of the service experience: Lessons from marketing. The Academy of Management Perspectives ARCHIVE 20(2), 43-57.

Bitner, M. J., A. L. Ostrom, et al. (2008). Service blueprinting: A practical technique for service innovation. California Management Review 50(3), 66.

Busch, P. S. and M. J. Houston (1985). Marketing: strategic foundations, Richard D. Irwin.

Carlzon, J. (1989). Moments of truth, Harper Paperbacks.

Chuang, P. T. (2007). Combining service blueprint and FMEA for service design. The Service Industries Journal 27(2), 91-104.

DeLone, W. H. and E. R. McLean (1992). Information systems success: The quest for the dependent variable. Information systems research 3(1), 60-95.

Fitzsimmons, J. A. and M. J. Fitzsimmons (2006). Service management: operations, strategy, and information technology, Irwin/McGraw-Hill.

Flies, S. and M. Kleinaltenkamp (2004). Blueprinting the service company. Journal of Business Research 57(4), 392-404.

Gronroos, C. (2000). Service management and marketing. European Journal of Marketing 15(2), 3-31.

Grove, S. J. and R. P. Fisk (1983). The dramaturgy of services exchange: an analytical framework for services marketing. Emerging perspectives on services marketing, 45-49.

Hara, T., T. Arai, et al. (2009). A CAD system for service innovation: integrated representation of function, service activity, and product behaviour. Journal of Engineering Design 20(4), 367-388.

Hara, T., T. Arai, et al. (2009). Service CAD system to integrate product and human activity for total value. CIRP Journal of Manufacturing Science and Technology 1(4), 262-271.

Hollingsworth, D. (1995). Workflow management coalition: The workflow reference model. Document Number TC00-1003(1.1).

Kingman-Brundage, J. (1991). Technology, design and service quality. International Journal of Service Industry Management 2(3), 47-59.

Kotler, P. and R. A. Connor Jr (1977). Marketing professional services. The journal of Marketing, 71-76.

Lewis, J. R. (1992). Psychometric evaluation of the poststudy system usability questionnaire: The PSSUQ, Human Factors Society.

Lewis, J. R. (1995). IBM computer usability satisfaction questionnaires: psychometric evaluation and instructions for use. International Journal of Human‐Computer Interaction 7(1), 57-78.

Lewis, J. R. (2002). Psychometric evaluation of the PSSUQ using data from five years of usability studies. International Journal of Human-Computer Interaction 14(3-4), 463-488.

Li, W. D., W. F. Lu, et al. (2005). Collaborative computer-aided design—research and development status. Computer-Aided Design 37(9), 931-940.

Lovelock, C. (2008). Services Marketing People, Technology, Strategy, 5/e, Pearson Education India.

Menor, L. J. and A. V. Roth (2007). New service development competence in retail banking: Construct development and measurement validation. Journal of Operations Management 25(4), 825-846.

Patricio, L., R. P. Fisk, et al. (2008). Designing Multi-Interface Service Experiences: The Service Experience Blueprint. Journal of Service Research 10(4), 318-334.

Peffers, K., T. Tuunanen, et al. (2006). The design science research process: a model for producing and presenting information systems research.

Polaine, A. (2009). Blueprint+: Developing a Tool for Service Design.

Sakao, T. and Y. Shimomura (2007). Service Engineering: a novel engineering discipline for producers to increase value combining service and product. Journal of Cleaner Production 15(6), 590-604.

Sandler, I., A. Ostrom, et al. (2005). Developing effective prevention services for the real world: A prevention service development model. American Journal of Community Psychology 35(3), 127-142.

Shostack, G. L. (1984). Designing services that deliver. Harvard business review 62(1), 133-139.

Spraragen, S. and C. Chan (2008). Service Blueprinting: When Customer Satisfaction Numbers are not enough.

Tax, S. S. and S. W. Brown (2000). Service recovery: research insights and practices. Handbook of Services Marketing and Management, Sage, Thousand Oaks, CA, 271-286.

Wilson, A., V. Zeithami, et al. (2008). Services marketing.