服務事業層級式分類方法之設計與運用

Design and Practice of a Hierarchical Classification Logic for Service Business

陳彥豪(Yen-Hau Chen)

指導教授 ： 黃崇興

國立臺灣大學/管理學院/商學研究所/博士(2011年)

https://doi.org/10.6342/NTU.2011.01749

摘要

現代服務事業經營方式的變化以及新興經營模式的興起，使得過去學者所提出之服務分類越來越難加以詮釋；同時，過去的分類方式與過程，也缺乏嚴謹的理論檢驗，實際應用的穩定度不足，造成分類時的混淆。
本研究透過整理發展數個世紀的分類理論，以及學術界對服務與服務分類的相關看法，發展層級式「服務事業分類模式」，並以名目群體法對服務事業的內涵進行實證研究，建立可實際操作分類之方法。
研究結果發現下列重要結論：一、進行分類時必須考慮分類主體、分類準則以及分類架構等三要素；二、進行分類的主體為「服務事業」之「核心型服務」；三、服務事業可被分成「移轉主權型」、「暫用租賃型」、「身心強化型」以及「資產改善型」四類；四、以層級式進行服務事業分類，具備穩定性及延展性；五、名目群體法可有效確定服務事業之核心服務，以進行分類操作。
本研究的貢獻在首次以分類理論進行服務事業分類之建構，並以層級式的架構來表達分類的結果，該結果能充分解釋過去分類模式所提及之類型，也具備未來發展之彈性；而所建立的分類操作方法，也讓本研究分類模式較其他學說更具備完整性與可用性。

關鍵字

分類 ； 服務事業 ； 服務組合 ； 名目群體法

並列摘要

The theories of service classification proposed in past articles have difficulty explaining the modern service business, which may have changes in operations or a new business model. Those previous theories, which were developed separately from classification theory, also cause confusion in application.
This article developed the hierarchical service business classification by reviewing classification theories and presenting conclusions about the concept of service and its classification raised by other scholars. The application of the classification had been confirmed by an empirical research using the Nominal Group Technique (NGT).
The major conclusions are: (1) There are three factors which need to be followed when developing a classification: classification entity, classification criteria, and classification structure; (2) The classification entity in this article is the “core service” of a “service business”; (3) A service business can be categorized as one of the following types: “Possession Exchange”, “Capacity Rental”, “People Enhancement”, and “Property Improvement”; (4) The classification developed hierarchically has more flexibilities in future applications; (5) The core service of a service business can be identified by NGT, and applied in the classification developed.
There are some academic contributions in this article. (1) The development of the classification is the first one that follows the logic of the well-developed classification theories; (2) The result of the classification can fully cover the past theories and has more flexibility (or explanatory power); (3) The classification scheme is more usable with a well-developed application method.

並列關鍵字

Classification ； Service Business ； Service Package ； Nominal Group Technique

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