Cost/Benefit Model Development of Service Management with Profit Design

考量利潤設計之服務管理之成本效益模式發展

李旭華(Hsu-Hua Lee)

《International Journal of Information and Management Sciences》 25卷Special Issue (2014/09) Pp. v+263-278

https://doi.org/10.6186/IJIMS.2014.25.3.5

摘要

本研究發展成本效益模式，以整合服務管理與考量利潤設計於相關流程。效益應藉由服務管理之投資與使用利潤設計的方法，合適地分配於服務符合與服務改善方面。在考量各服務構面後，顧客認知與顧客期望可被使用於量化服務水準。服務水準之改善可增加服務需求，服務水準之投資亦被考量，而相關成本與效益亦被獲得。本模式可使決策者在投資前預測考量利潤設計之服務管理之成本與效益。

關鍵字

服務管理 ； 服務認知 ； 服務期望 ； 投資 ； 利潤設計

並列摘要

In this research, the cost/benefit model will be developed to integrate service management with profit design on relevant processes. The profit should be properly allocated on service conformance and service improvement by the investments in service management and using the approach of profit design. The customer perception and customer expectation can be used to quantify the service level after considering each service dimension. The service demand will be then increasingly affected by the improvement in service level. The investment in service level can be also considered and relevant cost and benefit are obtained. The model can be used for the decision makers to predict the cost/benefit of service management with profit design before the investment.

並列關鍵字

Service management ； service perception ； service expectation ； investment ； profit design

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