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產業與管理論壇 TSSCI

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篇名 客戶導向之服務發展整合方法論之探討
卷期 11:1
並列篇名 A Study on Customer-Oriented Service Design Methodology
作者 劉軒佑蕭淑玲黃宣龍陳鴻基
頁次 052-064
關鍵字 方法論服務科學服務設計客戶導向methodologyservice scienceservice designcustomer-orientedTSSCI
出刊日期 200903

中文摘要

近年來,「服務產業」與「製造服務業」成為已開發及開發中國家積極投入發展的主流,對於世界主要的經濟活動具有主導之影響力。伴隨著服務產業的興起,服務科學、管理與工程之相關研究領域也因產業需求而受到重視。服務科學、管理與工程為一跨整合實務專業與學術理論之新興領域,其跨領域整合包含工程科學、資訊科學、管理科學、作業研究、策略管理、社會與認知心理學,以及法律科學之專業領域。本研究嘗試以服務發展流程之觀點,將四十一項各種不同領域發展出來的方法論,做有系統的歸納整理;本研究認為方法論之運用及個別方法論所能獲得的結果有其局限性,因此,為了讓客戶能夠充分地融入服務發展過程中,如何相互協調合併運用這些方法論,值得我們進一步探討。

英文摘要

“Service industry” and “Manufactured service industry” have become one of the major industrial sectors in many countries and play significant roles in contributing the global economic value. As so, how to deploy a service design and how to sustain the business value from such design has drawn attention from scholars and industrial experts. Service science, management and engineering (SSME) are a term proposed to serve the need. SSME is a cross conformity to fulfill the practice specialty implication and the academic theory development on this emerging domain, which include at least engineering science, information science, management science, operations research, tactical management, society and cognition psychology, and legal science subareas. This research aims at examining the service design/deployment process as attempts to discuss the 41 methods in various stages of the process. The limitations on the methods are discussed and a framework to integrate the methods presented.

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