我國國民所得持續上升,消費者對生活空間品質需求朝向精緻化的趨勢發展。本論文研究主要目的在於分析廠商的價值鏈,提升服務品質之能力,以增加產品高附加價值增加競爭力,並研究因應以服務品質為企業經營主導方向的公司經營策略。其次,試圖扭轉室內設計市場從接近完全競爭市場之壟斷性競爭市場轉型為寡佔市場,增加廠商獲利。茲因室內設計市場快速變遷,因此掌握市場訊息脈動,瞭解消費者需求已經成為獲利的關鍵。為了掌握客戶需求,必須運用創新能力使企業內外轉型以服務為導向的經營策略,將消費者的期望內部化,透過決策改良、組織管理改善使企業能迅速反應,以使服務品質達到顧客期望,用以創新室內設計廠商公司經營策略。本論文闡述」設計師透過顧客對室內空間的期待,口述過程中,以及先進軟硬體設備即時模擬呈現設計成品;建立消費者客製化的資料庫,將服務相關的紀錄資訊化並正確地保存,用以分析顧客需求及期望值,找尋顧客未來新的需求;並善於利用網際網路及社群媒體,掌握市場趨勢,主動讓顧客感受到客製化、人性化的服務。最後,透過服務品質及服務創新的改善措施,可為個案公司達到發展高附加價值產品、強化服務品質策略、提供室內設計廠商公司服務創新策略等目的。 關鍵字:室內設計、價值鏈、服務品質、服務創新
When the GDP of national income continued to rise,the consumer demand more for better quality living space. The main purpose of this thesis is to analyze the firm's value chain, enhance the ability of service quality to increase high-value-added products to increase competitiveness and research in response to the quality of service for business-oriented direction of the company business strategy. Secondly,trying to reverse the interior design market from near perfect competition monopolistic competition in the market transition to market oligopoly market , manufacturers increase profitability. On the other hand, interior design market rapidly changing, so grasp the pulse of market information, to understand consumer demand has become a key profit.In order to grasp the needs of customers,we must apply innovation capability inside and outside the business transformation to service-oriented business strategy,consumer expectations internalized through improved decision-making, improve organization and management so that enterprises can respond quickly in order to make the service quality to meet customer expectations, innovative interior design firm for the company business strategy. This thesis elaborates that the designer through the interior space of the customer's expectations, the process of dictation,and advanced hardware and software equipment for real time simulation showing the finished design; build consumer customized database to record the information of the service-related and saved correctly to analyze customer needs and expectations, find new customers future needs;and harness the internet and social media, to grasp market trends,take the initiative to make customers feel customized, personalized service. Finally,service quality and service innovation through improvements can be achieved by the development of high value-added products as a case company,enhance service quality policy, to provide interior design manufacturers and service innovation policy purposes. Keywords: interior design, value chain, service quality, service innovation
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