服務金鑰匙與服務科學

面對服務經濟時代，各種組織都必須厚植服務能力，方能順應競爭激烈的商業挑戰。為求強化服務能力與績效，許多理論與工具相繼問世，例如：服務行銷、服務品質、SERVQUAL量表、SERVPRF量表、新服務發展、顧客滿意度模型。超越這些現行的服務理論與工具，最近出現以感性科技為導向的「服務金鑰匙」和以資訊科技為導向的「服務科學」，這兩者皆是為求處理服務能力的相關課題。為此，本研究除討論「服務金鑰匙」和「服務科學」的重要性之外，特此提出「服務策略定位與發展」觀念性架構和「服務策略與管理」模式，以供作為服務創新之後續研究的參考。

關鍵字

服務創新；服務金鑰匙；服務科學

並列摘要

In the face of the service economy, all kinds of organizations are required to enrich the service capability in order to meet pressing business challenges. Many theories and tools have proposed to enhance the service capability and performance, such as: service marketing, service quality, SERVQUAL scale, SERVPRF scale, new service development, customer satisfaction model, and so on. Beyond these, recently kansei technology-oriented service concierge and information technology-oriented service science are suggested to act as the promising approach to handle issues of the service capability. This paper therefore discusses the importance of both service concierge and service science, together with proposing a conceptual framework of positioning and developing service strategies as well as a model of service strategy and management in order to advance the study of service innovation.

並列關鍵字

Service innovation ； Service concierge ； Service science

參考文獻

Berry, Leonard L.,Parasuraman, A.(1991).Marketing Services: Competing Through Quality.The Free Press.

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