智慧服務場域的創新研究

Innovation for Smart Service Space

曹永暉(Young-Huei Tsao)

指導教授 ： 游張松

共同指導教授 ： 林永松(Yung-Sung Lin)

國立臺灣大學/管理學院/資訊管理組/碩士(2014年)

https://doi.org/10.6342/NTU.2014.10263

摘要

本論文『智慧服務場域的創新研究』主要探討應用智慧科技協助服務場域的服務創新。服務業為全球最大產業，台灣的服務業產值接近GDP總額的七成，已達先進國家之林。服務的發生來自於各類的服務場域，本研究探討如何透過智慧服務場域(Smart Service Space)的規劃設計，來達成服務創新，證明透過科技產品的引用，服務業者可以提供顧客一個更愉悅的服務環境，如此服務業者將能透過智慧服務場域的建置來提高服務品質，提升經營效率同時也提高顧客滿意度。本研究透過VPS創新循環定義出智慧服務場域如何達成創新，透過VCC價值創造循環分析智慧服務場域的產業結構。同時，透過此研究我們建構了智慧服務場域矩陣(S3 Matrix),透過此矩陣來做智慧服務場域之規劃。本研究也探討智慧科技在智慧服務場域的應用，同時我們也透過以機場航站為背景的實際智慧場域情境設計作為本研究理論之落實。

關鍵字

服務場域 ； 服務創新 ； 價值創造循環 ； 智慧科技

並列摘要

This thesis is to study the application of smart technology for service innovation in the service space. Services industry is the largest industry in the world economy. Taiwan’s services industry contributes about 70% of GDP which is at the same level of developed countries. Services occur in many aspects and variety of service spaces. The purpose of this research is to study how to achieve the service innovation thru the planning and design of smart service space and to prove that service providers can provide a more delight environment via the adoption of smart technology. Thus, service providers can raise the degree of customer satisfaction and enhance their operation efficiency in the smart service space.
This research leverages VPS(Value-Position-Scenario) framework to define the innovation process and adopts VCC(Value Creation Cycle) to analyze the industrial ecosystem of smart service space. Also, a smart service space matrix (S3 Matrix) is developed in this study to plot a smart service space. Some smart technologies are also studied in terms of their current development and application trends. Finally, an airport case is used to practice the theoretical of this research.

並列關鍵字

Service space ； Service innovation ； Value Creation Cycle ； Smart technology

參考文獻

2. American Marketing Association，Service Definition，https://www.ama.org/resources/Pages/Dictionary.aspx?dLetter=S, American Marketing Association，

3. Kotler, P. and Keller, L.L.(2006), Marketing Management, 12ed., Upper Saddle River, NJ: Prentice Hall

6. Bitner, M., A. Ostrom, F. Morgan. 2008. "Service Blueprinting: A Practical Technique for Service Innovation", California Management Review, vol. 50, no. 3, Spring 2008, pp 66-94.

參考文獻

1. 行政院經濟建設委員會，台灣經濟發展歷程與策略，台北：行政院經濟建設委員會，民國102年