觀光旅館業之資訊服務設計：以DSIS為例

許多的企業、組織及行業都想利用資訊技術進行服務創新來創造競爭優勢，觀光旅館業即需要系統性的流程或方法，透過服務設計來實現服務創新的最後一哩。本研究之目的乃因應個案觀光旅館之資訊服務設計需求，先分析服務設計與資訊設計的發展方法與流程，規畫適合觀光旅館業發展資訊服務設計的1.資訊服務設計地圖（MISD）；以及2.資訊服務設計工具參考表（TISD），以便協助業者有效率的進行資訊服務設計；然後進一步以科技接受理論為基礎；3.發展資訊服務設計使用性評估檢核表（ISUE）；最後，嘗試以上述工具，以個案觀光旅館之4.數位看板資訊系統（DSIS）服務設計案例，說明MISD與TISD應用方式與過程，並以ISUE檢視DSIS之服務設計，經由問卷資料收集與統計分析，結果發現DSIS服務設計讓受試者感受到便利性與期待感。在使用經驗方面，DSIS之服務設計在易用性、有用性、使用者態度等，均使受試者產生正面感受，可以推論DSIS之服務設計具有提升觀光旅館服務品質的效益。本研究之成果可以供觀光旅館業者未來在評估及規畫資訊服務設計時參考。

關鍵字

觀光旅館；資訊服務設計地圖；使用性評估檢核表；數位看板資訊系統

並列摘要

The development of information technology has become the driving force of service innovation in enterprises and organizations. Tourism is crucial to industrial development in numerous countries. In addition, tourist hotels are critical in tourism industry in that they provide high-quality performance in the service industry. Therefore, systematic processes or methods must be integrated with the information service design process for implementing service in product design to achieve service innovation. Consequently, the objectives of this study were to analyze the development approaches and procedures used in information design and service engineering to establish a Map of information service design (MISD), and table of information service design (TISD) suitable for tourist hotels. A service innovation model was proposed to describe the implementation process by using MISD and digital signage information system (DSIS) of a tourist hotel. Differences in the acceptance level of DSIS users were compared by employing the Checklist of Information service usability evaluation (ISUE). The results indicated that the participants felt that the novel service was convenient and that travelers who did not use this service had a high expectation level for the novel service model. Regarding user experience, the participants positively perceived the ease of use and usefulness of the novel service and exhibited positive attitudes towards using the service. This indicated that the novel service model could increase the overall service quality of the tourist hotel. Therefore, MISD can be used as a tool for implementing service innovation and the results of this research can provide tourist hotel operators with references for establishing, implementing, and evaluating service technology systems.

並列關鍵字

Tourism hotel ； Map of Information Service Design (MISD) ； Checklist of Information Service Usability Evaluation (ISUE) ； Digital Signage Information System (DSIS)

參考文獻

李志仁、宋同正、蔡登傳(2012)。服務場域與品質知覺之關聯性：以主題餐廳為例。設計學報。17(4)，1-20。

鄭健雄、林吉財(2008)。摸索與專業：旅館業進入策略與經營模式的關聯性。產業管理評論。3(1)，23-36。

黃馨瑩、趙依庭、蔡瑞煌(2013)。適用於博物館的資通訊化服務設計－以故宮ipalace頻道為例。圖書館學與資訊科學。39(1)，84-97。

彭思遠（2013）。打造兩岸服務業合作、因應全球經濟變局。國家政策基金會。上網日期：2013年12 月1 日，取自：http://www.npf.org.tw/post/1/12226。Peng, S. Y. (2013). Create cross-strait cooperation in the service industry, response to the global economic change. National Policy Foundation. Retrieved December 1, 2013, http://www.npf.org.tw/post/1/12226 [in Chinese, semantic translation]