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Author: 戴啟民
Chi-Min, Tai
Thesis Title: 建構服務科學準備度指標之研究-以S科技服務公司為例
A Study of Establishing Readiness Indicators of Service Science-Take an S Corporation as an Example
Advisor: 余鑑
Yu, Chien
于俊傑
Yu, Chin-Cheh
Degree: 碩士
Master
Department: 科技應用與人力資源發展學系
Department of Technology Application and Human Resource Development
Thesis Publication Year: 2010
Academic Year: 98
Language: 中文
Number of pages: 129
Keywords (in Chinese): 服務科學準備度服務創新德菲法層級分析程序法
Keywords (in English): Service science, Readiness, Service innovation, Delphi, AHP
Thesis Type: Academic thesis/ dissertation
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  • 服務業與經濟成長的關係一直是現代服務經濟研究中的核心問題,如何計量服務的生產力和服務創新是解決問題的關鍵。服務科學是研究如何運用科學的方法和原則管理服務的組織過程和資源,以改進服務的性能和成本。
    本研究旨探討適用於3C售後服務業之科學準備度指標,以及準備度指標之相對權重,並採德菲法與層級程序分析等方法,進行資料蒐集、分析與建構服務科學準備度指標。根據研究結果共分為財務、顧客、程序、學習與成長及人性系統等五大構面與12個準備度指標項目和39個指標內容,並透過AHP評定各指標之相對權重發現以服務站為最適合優先導入單位。研究結果期能具體對有關企業機構、企業主管與專業人員提出應用之參考,以及予後續研究者具體之建議。

    The relationship between service industry and economic growth is always the core issue for the research of modern service economics. How to evaluate the productivity and innovation of service is the key point to solving this problem. Service science is the research of how to use scientific methods and principles to manage the service organizations, processes, and resources in order to improve the service functionality and cost.
    The purpose of this study is to analyze the appropriate scientific readiness indicators for the post-sale service industry of 3C products and the relative weights of these readiness indicators. The Delphi techniques and the Analytical Hierarchy Process (AHP) were used to collect and analyze data, and to establish the readiness indicators of service science.The research results cover 12 readiness indicators and 39 indicator contents in five aspects, including finance, customers, processes, learning and growth, and human nature system. In addition, an assessment of the relative weights of the indicators by using AHP has found the post-sale service by service stations is the first priority approach to implement.Hopefully the research results can provide a helpful reference for the executives and professional staff of related enterprises, and for the subsequent researches.

    謝 誌    i 中文摘要    iii ABSTRACT    v 目 錄    vii 表 次    ix 圖 次    xi 第一章 緒論    1 第一節 研究背景與動機    1 第二節 研究目的與待答問題    4 第三節 研究範圍與限制    5 第四節 重要名詞釋義    6 第二章 文獻探討    7 第一節 服務科學之意涵    7 第二節 準備度之探討    33 第三節 建構準備度指標方法論    43 第四節 服務科學準備度指標    47 第三章 研究設計與實施    53 第一節 服務科學準備度指標初步建構模式    53 第二節 研究步驟與流程    58 第三節 研究對象    62 第四節 研究工具    66 第五節 資料分析    69 第四章 研究結果與分析    73 第一節 德菲法調查結果與分析    73 第二節 層級分析程序法調查結果與分析    94 第五章 結論與建議    101 第一節 研究結論    101 第二節 管理意涵    105 第三節 研究貢獻    107 第四節 後續研究建議    109 參考文獻    110 一、中文部份    110 二、外文部份    112 附 錄    119 附錄一 建構新宇科技服務科學準備度調查問卷    121 附錄二 建構新宇科技服務科學準備度調查AHP問卷    123 附錄三 德菲法三回合科學準備度調查問卷結果統計表    129

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