以服務科學技術為基提供客製化產品與服務

現今，服務涉及各產業的產品之最終流程，是故其重要性與日俱增。如何有效應用科學的技術與管理，提供客製化的服務，以增進生產力和創新的科學領域，便是服務科學。服務科學成為新興之研究領域，整合了科學、工程與管理，探究發生於人類社會所有服務現象為目的，並致力於發展服務系統改善社會。本研究發展以服務科學為基的兩個模型，包括服務導向轉換模型，以及服務創新階段模型。服務導向轉換模型是依照服務之範疇及客製化需求程度的不同，以區隔不同程度的服務價值；服務創新階段模型則是依對資訊技術及資料探勘技術不同需求程度，以界定服務創新所處階段，對現今之企業加以區隔其定位。輔以資料探勘技術為基的系統工程方法應用於服務科學中，使用動態的的系統化流程，以利持續評估企業提供之客製化服務是否詳盡與精準。兩個以資料探勘技術實證之個案，用以介紹現今服務業中，不同服務價值程度的客製化方法，並說明其於本研究提出模式的定位。決策者可據以快速擬訂客製化行銷策略以符合不同顧客之需求。在競爭快速及多變的服務導向時代，能讓公司提升其競爭優勢與商業利益。

關鍵字

服務科學；客製化服務；資料探勘；系統工程方法

並列摘要

Service is a trend of the future. Nowadays, service gets more and more important because it involves in all products at the end of processes. Service science applies effectively technical and managerial science to provide customized service for improving productivity and service innovation. It integrates service science, management, and engineering (SSME) and aims to study the service phenomena occurred in human society and develop service systems for better society. The study develops two new models including the Transition of Service Science Orientation Model and the Phases of Service Innovation Model based on the concept of service science. Two models are used to identify each modern enterprise’s degree of customization and the phase of service innovation. In addition to two models, Systems Engineering approach combines data mining technique for service science. This dynamic and re-evaluating process is developed to estimate customized services precisely. Two cases conducted by data mining technique are illustrated to determine the position in the proposed models. According to the dynamic process, a decision maker can map out customized strategies to fit in with different customer demands. Therefore, the dissertation develops two service science-based models to help decision makers analyze target customers and make customized strategies effectiveness and efficiency. In the service-oriented era with fast and variety competition, the marketing science based on models of the service science technology increases the competitive advantage and business profits of companies.

並列關鍵字

Service Science ； Customization ； Data Mining ； Systems Engineering Approach

參考文獻

Reference in English

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4. Ballantyne, D., Williams, J., & Aitken, R. (2011). Introduction to service-dominant logic: From propositions to practice. Industrial Marketing Management, 40(2), 179-180.

7. Berardi, V. L. & Zhang, G. P. (1999). The effect of misclassification costs on neural network classifiers. Decision Sciences, 30(3), 659-682.

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以服務科學技術為基提供客製化產品與服務

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