台灣的服務業產值於2011年已將近占80% GDP,服務產業已成為台灣主要發展產業之一;然而在競爭快速的時代,產品與服務的生命週期越來越短,產業競爭也越來越激烈,因應這樣的競爭環境,企業必須保有持續的創新能力來提升企業價值,因此服務創新以及服務設計等議題也越來越受到重視。 個案研究對象為服務產業中的批發業,規模屬於的中小型企業,經過個案公司資料蒐集與討論後,本研究建議以服務創新的構思並運用IT的技將既有的實體店鋪延申導入電子商務銷售通路以雙通路方式改變經營模式,該系統經由個案公司實際操作後,推論將可提升下列四項績效:、1、顧客滿意度績效:顧客滿意度績效包含提升服務水準,內部採購電子流程與網站結合及專屬客制專區,有別於其他網站的服務內容,個案公司認為將可獲得顧客的認同與激賞。2、財務績效:透過實體店鋪與虛擬批發網站的雙向配合產生營運綜效,商譽延伸與採購下單不受時空限制,使個案公司營收與獲利逐步成長,並且能降低庫存天數4~5天與採購作業時間0.5~1天。3、提升作業效率:透過電子化作業減少紙張使用與書寫錯誤的機會,並且搭配智慧型行動設備,可隨時隨地操作下單或執行電子採購流程;實體店鋪亦可透過網頁目錄瀏覽輔助實體門市之不足。4、公司形象與展望:將公司的經營理念與經營特色傳達到世界各地,並同時開發新的客群。
The total value of services industry occupied around 80% of GDP in 2011 and it has become the major industry in Taiwan. Due to acute competition, the life cycle of commodities and services become shorter than before. Therefore, each entrepreneur should maintain innovative capability to enhance its competitive advantage through service innovation and design. The research is an empirical study that focuses on wholesalers of a private. Service innovation via IT skills extends traditional physical stores to both e-commerce marketing and physical operations. According to our result, four performances are improved: 1. Customer satisfaction performance: It consists of services level upgrade such as procurement electronic procedure, website combination and customization. 2. Financial performance: Business owners can facilitate operation procedures, reputation expansions and without time limitation as procurement places the order both in physical stores and websites. The proposed method can raise revenue of company by reducing four to five days inventory time and shortening purchasing processes about half to one day. 3. Operation efficiency promotion: It’s useful to reduce papers and avoid typos by e-operations. Moreover, business owners has flexibility to place order or apply e-procurement procedures and set up websites as running business in physical stores. In addition, customers all over the world can order around the clock. 4. Company image and prospect: Extra manpower in physical store can focus on service and expand current business operations to different market segments to serve current and potential customers better.