結合TRIZ及Kano二維模式探討服務品質之改善策略－以台中地區餐飲業為例

餐飲業者須具備競爭優勢才有機會持續經營，在知識經濟的時代，愈來愈多餐飲業者選擇培養「系統化的思維」來思索服務品質之改善策略，進而強化自己的競爭優勢，以滿足消費者的需求，並創造顧客價值。故本研究結合TRIZ及Kano二維模式來探討服務品質之改善策略。首先，我們將原始TRIZ工程參數轉換為餐飲服務參數，並利用Kano模式概念從消費者觀點將顧客需求的屬性功能加以分類並排序，瞭解哪些才是消費者真正重視的，接著運用TRIZ理論來協助餐飲業者思索餐飲服務之改善策略，讓餐飲業者能夠進行更深入的改善方案，以此架構協助餐飲業者進行系統化的思考以提升品質改善之效率。

關鍵字

服務品質； TRIZ ； Kano

並列摘要

The restaurant industry dealers can have the chance to keep running their own business as long as they are equipped with advantages of competition. At the age of knowledge-based economy, more and more industry dealers choose to develop systematic thinkings to figure out the strategies for improving service quality so as to enforce their own competition advantages, to satisfy consumers'needs, and to create great values of consumers. This research thus combines TRIZ and Kano models to study the strategies for improving service quality. In the study process, the researcher firstly transformed the parameters of the original TRIZ into the parameters of the restaurant industry service. At the next stage, the researcher utilized the model of Kano to classify the parameters of consumers'needs and to put their needs in order through their point of views for the purpose of understanding the aspects stressed by consumers. The researcher thirdly assisted the restaurant industry dealers coming up with the strategies for improving their service quality through the model of TRIZ in order to help them conduct more advanced improvement policies and enhance their efficiencies of quality improvement through systematic thinkings.