臺灣博碩士論文加值系統

過去幾年，在SSME的研究領域中，只有少部分研究提供完整架構闡述SSME的三個主要課題，即服務科學、服務管理與服務工程。本研究將闡述服務工程(或服務系統工程)的架構，並說明三者的差異。
服務科學其中一個重點在於了解服務系統的運作，並藉由模型化、量化分析了解系統的效能、服務品質、與競爭力。分析較複雜的服務系統時，可藉助電腦模擬的方式進行。服務科學所做之分析和模型化，與服務工程中系統分析、設計階段的許多步驟有異曲同工之妙。
服務系統皆由人、工具(軟硬體)和兩者間的互動程序組成，藉由IEEE對於軟體工程之定義，將服務工程定義為一個基於系統化及量化，開發、運作與維護服務系統的開發過程。服務工程的流程由分析、設計、履行與維護四個階段組成。前兩階段旨在實現服務系統的最佳化設計以便日後實行。在分析和設計階段必須完成的事項有：(1)將服務藍圖轉化為較嚴謹的系統模型(如UML模型)；(2)藉由數值分析及電腦模擬分析系統模型；(3)藉由分析結果找尋服務遞送流程及服務系統架構的最佳化設計。
服務管理旨在: 一. 管理服務流程、服務人員、相關科技或工具以提供高品質服務或產品給消費者。 二. 管理服務，使其能更有效的被使用或開發其他服務。服務管理與其他管理如人力資源管理、供應鏈管理、顧客管理、資訊管理等息息相關。在服務工程各個階段中亦扮演重要角色。在設計階段，管理者須確保服務流程實用且嚴謹，組織架構與配置得當。在履行階段，需管控時程並確保服務系統能夠發揮設計之效能。在維護階段，需監控效能、品質與觀察顧客反應。
本研究亦探討關於SSME的兩個議題。一為服務系統設計模型。除了一般管理者常用的GAP模型與服務藍圖外，我們藉由一些圖形幫助設計和分析服務系統。有些來自於UML，有些則摘錄於服務行銷的文獻中。本研究將透過個案來描述這些圖形及模型的使用。二為定義服務工程師、管理者、操作人員、資訊系統開發者和顧客的角色，並闡述其應具備的模型知識，藉由各種不同的模型提供一套溝通機制。

Service science, management and engineering (SSME) have been intensively re-searched in the last couple of years. However, little has been done on providing framework to elucidate the scope and contents in the three major disciplines in SSME, namely service science, service management and service engineering. In this paper, a framework for service engineering (or service systems engineering) is presented; and the differences amongst service engineering, service science and service management are identified and the models for service systems modeling are presented.
To lay the framework for service engineering, the context of a service system is discussed and the process of service engineering is defined. By that, the relations amongst service engineering, service science and service management elucidated. We perceive a service system as an ecosystem composing of people, process (i.e. the service delivery process) and tools/technologies; and its purpose is to deliver quality service to its end customers (or service consumers). Thus, we adopt the IEEE defini-tion of software engineering and define service engineering as a system development process based on the application of a systematic disciplined, quantifiable approach to the development, operation, maintenance of service systems. Service engineering process consists of multiple stages namely analysis, design, implementation and maintenance. With the above definition on service engineering, we are able to identify clearly the similarities and differences amongst service engineering, service science and service management. Service science focuses on understanding the behaviors of a service system like an organization or a service ecosystem which consists of many organizations. By understanding, it refers to system modeling and system analysis. The behaviors could refer to the performance, the service quality and the competi-tiveness of the service system. To be science, the models have to be formal. Analysis has to be analytical. For complex service systems, extensive computer simulations have to be conducted. In this regard, theories in stochastic processes and operations research, and techniques in computer simulations will be applied. With reference to the five-stage model for service engineering, large amount of works to be done in the stages of analysis and design are essentially the same as the works to be done in ser-vice science. Except that attaining optimal design is not a goal in service science. Note that the scope of service science is not limited to the analysis of service systems within an organization. All kind of service systems existing in the world are the inter-ests in service science. Service management refers to managing the processes (service delivery process and other supporting processes), the people and the tools within an organization in order to deliver quality services/products to the end customers and managing the services for managing the usage and the development of the services. Management processes include order fulfillment, human resource management, sup-ply chain management, customer relationship management, marketing and financing, and information management. The definition of the tasks to be accomplished in each of these management processes have to be done in the stages of design, implementa-tion, and maintenance and review. In the design stage, service manager has to make sure that the service deliver process is practical and accountable. The organization structure is feasible. In the implementation stage, service manager has to track the progress and make sure the implementation can meet the schedule. The performance of the service system fulfills all the performance indices being set in the design stage. In the stage of maintenance and review, service manager will have to monitor both the performance of the system and the customer perception on the service quality. Re-views are conducted in regular basis. In other words, it refers to the management of all the operations within an organization. Note that managing service marketing is a task but not the only focus in service management.
About service system modeling, it is surprisingly that little progress has been achieved in so far. One reason we suspect is on the modeling language. Engineers and scientists rely on UML and mathematical models to visualize a system, while man-agement professionals rely on service blueprint and GAP model. It is clear that com-munication gap exists in between these two groups of professionals. In this regard, we summarize a number of diagrams which can aid the design and analysis of a service system. Some of them are extracted from the UML and some of them extracted from the literatures in service marketing. Cases are presented to illustrate the use of these diagrams and models.
Apart from laying the framework for service engineering and suggesting models for service systems modeling, some related issues are discussed. One is about the concept of technology management in SSME. We argue that technology management and SSME are closely connected. T-shape professionals are not able to be trained in college. On the contrary, T-shape professionals are naturally evolved if they have been working many years in the industry with enough experience in service projects. Then, a few definitions on service are reviewed. The evolutionary and diversified na-tures of services are commented.

摘要 i
Abstract iii
Content vi
Chapter 1 1
Introduction 1
1.1 Researches in SSME 1
1.2 Unresolved problems 3
1.3 Statement of research 4
1.4 Organization of the paper 4
Chapter 2 5
SERVICE SYSTEMS 5
2.1 System 6
2.2 Service Units 9
2.3 Service Science 11
2.4 Service Management 11
2.5 Service Engineering 12
Chapter 3 14
SERVICE SYSTEMS ENGINEERING 14
3.1 Framework 15
3.1.1 System Analysis 17
3.1.2 System Design 20
3.1.3 System Implementation 21
3.1.4 System Testing 22
3.1.5 System Maintenance & Review 23
3.2 Alternative Methodologies 24
3.3 Relation to Service Science 25
3.4 Relation to Service Management 26
Chapter 4 28
SYSTEM MODELING 28
4.1 Use Case Diagram 35
4.2 Service Blueprint 35
4.3 Sequence Diagram 36
4.4 Component Diagram 37
4.5 Organizational Chart and SOP 37
4.6 Models in System Design 38
Chapter 5 47
CASE STUDY: DonZ Services 47
5.1 Service Offer 47
5.2 Modeling Surprise Service 48
5.2.1 Use Case Diagram for Surprise Service 48
5.2.2 Service Blueprint for Surprise Service 50
5.2.3 Sequence Diagram for Surprise Service 52
5.2.4 Component Diagram for Surprise Service 55
5.2.5 Organizational Chart and SOP for Surprise Service 56
Chapter 6 59
OTHER RELATED ISSUES 59
6.1 Technology Management 59
6.2 T-Shape Professional 61
6.3 Definitions of Service 62
Chapter 7 65
CONCLUSIONS 65
References 67

1.Arsanjani, A., Ghosh, S., Allam, A., Abdollah, T., Ganapathy, S., & Holley, K. (2008). SOMA: A method for developing service-oriented solutions. IBM Sys-tems Journal, 47(3), 377–396.
2.Badinelli, R. (2010). A stochastic model of resource allocation for service sys-tems. Service Science, 2(1-2), 76–91.
3.Baltacioglu, T., Ada, E., Kaplan, M. D., Yurt, O., & Kaplan, C. Y. (2007). A new framework for service supply chains. The Service Industries Journal, 27(2), 105–124.
4.Barrutia, J. M., & Gilsanz, A. (2013). Electronic service quality and value: Do consumer knowledge-related resources matter? Journal of Service Research, 16(2), 231–246.
5.Berg, D., Tien, J. M., & Wallace, W. A. (2001). Introduction to the special clus-ter on technology management in the service industries. IEEE Transactions on Engineering Management, 48(3), 330–332.
6.Bitner, M. J., & Brown, S. W. (2006). The evolution and discovery of services science in business schools. Commun. ACM, 49(7), 73–78.
7.Bitner, M. J., Ostrom, A. L., & Morgan, F. N. (2008). Service blueprinting: A practical technique for service innovation. California Management Review, 50(3), 66–94.
8.Bitner, M. J., Zeithaml, V. A., & Gremler, D. D. (2010). Technology’s impact on the gaps model of service quality. In P. P. Maglio, C. A. Kieliszewski, & J. C. Spohrer (Eds.), Handbook of Service Science (pp. 197–218). Springer US. Re-trieved from http://link.springer.com/chapter/10.1007/978-1-4419-1628-0_10
9.Bonabeau, E. (2002). Agent-based modeling: Methods and techniques for simu-lating human systems. Proceedings of the National Academy of Sciences, 99(90003), 7280–7287.
10.Böttcher, M., & Fähnrich, K.-P. (2010). Modeling of service systems. Interna-tional Journal of Service Science, Management, Engineering, and Technology, 1(4), 1–11.
11.Böttcher, M., & Fähnrich, K.-P. (2011). Service systems modeling: Concepts, formalized meta-model and technical concretion. In H. Demirkan, J. C. Spohrer, & V. Krishna (Eds.), The Science of Service Systems (pp. 131–149). Springer US. Retrieved from http://link.springer.com/chapter/10.1007/978-1-4419-8270-4_8
12.Böttcher, M., & Fähnrich, K.-P. (2013). Modeling of service systems. Interna-tional Journal of Service Science, Management, Engineering, and Technology. Retrieved from http://www.irma-international.org/viewtitle/49695/
13.Brown, L., Gans, N., Mandelbaum, A., Sakov, A., Shen, H., Zeltyn, S., & Zhao, L. (2005). Statistical analysis of a telephone call center: A queueing-science perspective. Journal of the American Statistical Association, 100(469), 36–50.
14.Buera, F. J., & Kaboski, J. P. (2009). The Rise of the Service Economy (Working Paper No. 14822). National Bureau of Economic Research. Retrieved from http://www.nber.org/papers/w14822
15.Bullinger, H.-J., Fähnrich, K.-P., & Meiren, T. (2003). Service engineering—methodical development of new service products. International Journal of Pro-duction Economics, 85(3), 275–287.
16.Carbone, L. P., & Haeckel, S. H. (1994). Engineering customer experiences. Marketing Management, 3(3), 8–19.
17.Cardoso, J., Voigt, K., & Winkler, M. (2009). Service engineering for the Inter-net of services. In J. Filipe & J. Cordeiro (Eds.), Enterprise Information Systems (pp. 15–27). Springer Berlin Heidelberg. Retrieved from http://link.springer.com/chapter/10.1007/978-3-642-00670-8_2
18.Chang, W.-L., Yuan, S.-T., & Hsu, C. W. (2010). Creating the experience economy in e-commerce. Commun. ACM, 53(7), 122–127.
19.Chen, H.-M. (2008). Towards service engineering: Service orientation and busi-ness-IT alignment. In Proceedings of the 41st Annual Hawaii International Con-ference on System Sciences (pp. 114–114).
20.Chen, H.-M., Perry, O., & Kazman, R. (2009). An integrated framework for ser-vice engineering: a case study in the financial services industry. In Proceedings of ICEC 09 (pp. 269–278). New York, NY, USA: ACM.
21.Chen, Y., & Tsai, W.-T. (2011). Service-orientation in computing curriculum. In Proccedings of the 2011 IEEE 6th International Symposium on Service Oriented System Engineering (SOSE) (pp. 122–133).
22.Crowder, R. M., Robinson, M. A., Hughes, H. P. N., & Sim, Y.-W. (2012). The development of an agent-based modeling framework for simulating engineering team work. IEEE Transactions on Systems, Man and Cybernetics, Part A: Sys-tems and Humans, 42(6), 1425–1439.
23.Demirkan, H., & Dolk, D. (2013). Analytical, computational and conceptual modeling in service science and systems. Information Systems and e-Business Management, 11(1), 1–11.
24.Forrester, J. W. (1961). Industrial Dynamics (Vol. 2). MIT press Cambridge, MA.
25.Fuchs, V. R. (1968a). Some implications of the growth of a service economy. In The Service Economy (pp. 183–200). NBER.
26.Fuchs, V. R. (1968b). The Service Economy (NBER Books). National Bureau of Economic Research, Inc. Retrieved from http://ideas.repec.org/b/nbr/nberbk/fuch68-1.html
27.Fuchs, V. R. (1977). The Service Industries and U.S. Economic Growth Since World War II (Working Paper No. 211). National Bureau of Economic Research. Retrieved from http://www.nber.org/papers/w0211
28.Fuchs, V. R. (1982). Economic Growth and the Rise of Service Employment (Working Paper No. 486). National Bureau of Economic Research. Retrieved from http://www.nber.org/papers/w0486
29.Gans, N., Koole, G., & Mandelbaum, A. (2003). Telephone call centers: Tutorial, review, and research prospects Noah Gans • Ger Koole • Avishai Mandel-baum. Manufacturing and Service Operations Management, 5(2), 79–141.
30.Glushko, R. J. (2008). Designing a service science discipline with discipline. IBM Systems Journal, 47(1), 15–27.
31.Glushko, R. J., & Tabas, L. (2009). Designing service systems by bridging the “front stage” and “back stage.” Information Systems and e-Business Management, 7(4), 407–427.
32.Gremler, D. D., Bitner, M. J., & Zeithaml, V. A. (2012). Services Marketing (6th ed.). MaGraw-Hill/Irwin.
33.Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44.
34.Hara, T., Arai, T., & Shimomura, Y. (2006). A concept of service engineering: A modeling method and a tool for service design. In Proceedings of the ICSSSM 2006 (Vol. 1, pp. 13–18).
35.Hostage, G. (1975). Quality control in a service business. Harvard Business Re-view, 53(4), 98–106.
36.Hsiao, S.-L., & Yang, H.-L. (2010). A service experience engineering (SEE) method for developing new services. International Journal of Management. Re-trieved from http://www.highbeam.com/doc/1P3-2184287331.html
37.Jennings, N. R. (1999). Agent-Based computing: Promise and perils. In Proc-cedings of the 16th International Joint Conference on Artificial Intelligence (IJCAI-99) (pp. 1429–1436). Retrieved from http://eprints.soton.ac.uk/252172/
38.Jiang, J. J., Klein, G., Tesch, D., & Chen, H.-G. (2003). Closing the user and provider service quality gap. Communications of ACM, 46(2), 72–76.
39.Kast, F. E., & Rosenzweig, J. E. (1972). General systems theory: Applications for organization and management. Academy of Management Journal, 15(4), 447–465.
40.Kim, H. (2007). The shift to the service economy: Causes and effects. In Bank of Korea Economic Papers 10 (No. 1) (pp. 169–211).
41.Levitt, T. (1972). Production-line approach to service. Harvard business review, 50(5), 41–52.
42.Levitt, T. (1976). The industrialization of services. Harvard business review, 54(5), 63–74.
43.Lin, F.-R., & Pai, Y.-H. (2000). Using multi-agent simulation and learning to design new business processes. IEEE Transactions on Systems, Man and Cyber-netics, Part A: Systems and Humans, 30(3), 380–384.
44.Lin, K.-J. (2008). The design of an accountability framework for service engi-neering. In Proceedings of the 41st Annual Hawaii International Conference on System Sciences (pp. 108–108).
45.Liu, J., & Tsui, K. C. (2006). Toward nature-inspired computing. Communica-tions of ACM, 49(10), 59–64.
46.Lovelock, C., & Gummesson, E. (2004). Whither services marketing? In search of a new paradigm and fresh perspectives. Journal of Service Research, 7(1), 20–41.
47.Lovelock, C. H. (1983). Classifying services to gain strategic marketing insights. Journal of Marketing, 47(3), 9–20.
48.Luczak, H., & Gudergan, G. (2010). The evolution of service engineering—Toward the implementation of designing integrative solutions. In G. Salvendy & W. Karwowski (Eds.), Introduction to Service Engineering (pp. 545–575). John Wiley & Sons, Inc. Retrieved from http://onlinelibrary.wiley.com/doi/10.1002/9780470569627.ch26/summary
49.Maglio, P. P., Srinivasan, S., Kreulen, J. T., & Spohrer, J. (2006). Service sys-tems, service scientists, SSME, and innovation. Commun. ACM, 49(7), 81–85.
50.Margaria, T., & Steffen, B. (2006). Service engineering: Linking business and IT. Computer, 39(10), 45–55.
51.McFarlane, D. (2011). An engineering perspective on service science. In H. Demirkan, J. C. Spohrer, & V. Krishna (Eds.), The Science of Service Systems (pp. 257–266). Springer US. Retrieved from http://link.springer.com/chapter/10.1007/978-1-4419-8270-4_15
52.McKay, A., & Kundu, S. (2011). A blueprint for engineering service definition. In I. Ng, G. Parry, P. Wild, D. McFarlane, & P. Tasker (Eds.), Complex Engi-neering Service Systems (pp. 215–232). Springer London. Retrieved from http://link.springer.com/chapter/10.1007/978-0-85729-189-9_12
53.Noran, O. S. (2000). Business modelling: UML vs. IDEF. Lecture note, Griffith University, School of Computing and Information Technology, 16–23.
54.OECD. (2000). The Service Economy (OECD Business and Industry Policy Fo-rum Series). Paris.
55.OECD. (2005). Growth in Services: Fostering Employment, Productivity and Innovation (OECD Series). Paris.
56.OECD. (2007). Globalisation and Innovation in the Business Services Sector (OECD Series). Paris.
57.OMG. (2011). Business Process Model and Notation (BPMN) Version 2.0. OMG.
58.Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.
59.Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multi-ple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 5–6.
60.Patrício, L., Fisk, R. P., & Cunha, J. F. e. (2008). Designing multi-interface ser-vice experiences The service experience blueprint. Journal of Service Research, 10(4), 318–334.
61.Patrício, L., Fisk, R. P., Cunha, J. F. e, & Constantine, L. (2011). Multilevel ser-vice design: From customer value constellation to service experience blueprint-ing. Journal of Service Research, 14(2), 180–200.
62.Piccinelli, G., Zirpins, C., & Lamersdorf, W. (2003). The FRESCO framework: an overview. In Proceedings of the 2003 Symposium on Applications and the In-ternet Workshops (pp. 120–124).
63.Pine II, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard business review, 76, 97–105.
64.Pine II, B. J., & Victor, B. (1993). Making mass customization work. Harvard business review, 71(5), 108–117.
65.Pinedo, M. L. (2008). Scheduling: Theory, Algorithms, and Systems (3rd Edi-tion.). Springer New York.
66.Qiu, R. G. (2009). Computational thinking of service systems: Dynamics and adaptiveness modeling. Service Science, 1(1), 42–55.
67.Regan, W. J. (1963). The service revolution. The Journal of Marketing, 57–62.
68.Scheithauer, G., Voigt, K., Winkler, M., Bicer, V., & Strunk, A. (2011). Inte-grated service engineering workbench: Service engineering for digital ecosys-tems. International Journal of Electronic Business, 9(5), 392–413.
69.Seth, N., Deshmukh, S. G., & Vrat, P. (2005). Service quality models: a review. International Journal of Quality & Reliability Management, 22(9), 913–949.
70.Shostack, G. L. (1982). How to design a service. European Journal of Marketing, 16(1), 49–63.
71.Shostack, G. L. (1984). Designing services that deliver. Harvard business review, 62(1), 133–139.
72.Simon, H. A. (1962). The architecture of complexity. Proceedings of the Ameri-can philosophical society, 106(6), 467–482.
73.Spohrer, J., Maglio, P. P., Bailey, J., & Gruhl, D. (2007). Steps toward a science of service systems. Computer, 40(1), 71–77.
74.Sundbo, J. (2002). The service economy: Standardisation or customisation? The Service Industries Journal, 22(4), 93–116.
75.Tien, J. M., & Berg, D. (2003a). Toward service systems engineering. In Pro-ceedings of the IEEE International Conference on Systems, Man and Cybernetics, 2003. (Vol. 5, pp. 4890–4895). IEEE.
76.Tien, J. M., & Berg, D. (2003b). A case for service systems engineering. Journal of Systems Science and Systems Engineering, 12(1), 13–38.
77.Wu, L.-C., & Wu, L.-H. (2010). Service engineering: an interdisciplinary framework. Journal of Computer Information Systems, 51(2), 14–23.
78.Zhang, L.-J. (2009). Modern services engineering. IEEE Transactions on Ser-vices Computing, 276–276.
79.Zhang, L.-J. (LJ), & Zhang, L.-J. (LJ). (2008). Introduction to the body of knowledge areas of services computing. IEEE TRANSACTIONS ON SERVICES COMPUTING, IEEE TRANSACTIONS ON SERVICES COMPUTING, (2, 2), 0062, 0062–74, 74.
80.Zirpins, C., Baier, T., & Lamersdorf, W. (2003). A blueprint of service engi-neering. In First European Workshop on Object Orientation and Web Service (EOOWS). Darmstadt, Germany.