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.

一、中文部份
王樹良(2008)。空間數據挖掘視角。北京:測繪出版社。
王樹良、曾一昕、袁漢寧(2009)。服務科學導論。武漢:武漢大學出版社。
吳信宏(2009) 。服務科學的最新發展。品質月刊，45(3)，29-32。
吳翠治(2006)。績效評估整合架構之建立：平衡計分卡與經濟附加價值之結合。東吳經濟商學學報，52，59-92。
肖玉琴、楊春季(2006)。「顧客價值鏈視角的促銷管理創新」，商場現代化，第487期，第238-239頁。
尚榮安譯(2001)。Robert K. Yin原著。個案研究法。台北：旭昇。
林兆明(2008)。創造服務品質的企業文化。品質月刊，44(5)，33-35。
國科會(2007)。工業工程與管理學門 96年度學門規劃報告。
張建儒、趙慧娟(2006)。「價值鏈管理的新發展」，商場現代化，第488期，第49頁。
張春興(2002)。張氏心理學辭典（第二版）。台北：東華書局。
張潤彤、朱曉敏(2009)。服務科學概論。北京:電子工業出版社
許天瑞(2001)。情境領導理論在我國國民小學行政領導之應用。屏東師範學院國民教育研究所碩士論文，未出版，屏東。
許明德(2008)。服務科學。科學發展，424，68-72。
陳膺強(1994)。應用抽樣調查。 台北:臺灣商務印書館。
黃士滔、孫彬凱(2004)。消費者對服務品質的期待與滿意程度之研究—以高雄市某3C量販門市公司為例。高雄應用科技大學學報，1(33)。取自http://www2.kuas.edu.tw/gov/acade/publish/sp34/92041-ok.PDF
黃俊英(1999)。企業研究方法（第二版）。台北：臺灣東華。
新宇科技服務公司(2005)。ISO 9001/14000品質手冊。新宇科技服務股份有限公司。
廖珮妏(2008)。「服務科學價值鏈—以服務創新、服務科學觀點」及「新宇科技導入服務科學原則—以服務模式、人才培育、體驗式學習為觀點」。論文發表於國立彰化師範大學舉辦之「2008全球服務科學管理理論與實務」學術研討會，彰化市。
劉作儀、杜少甫(2008)。服務科學管理與工程:一個正在興起的領域。管理學報，5(4)，607-615。
鄧振源、曾國雄(1989)。「層級分析法的內涵特性與應用上」。中國統計學報，27(7)，5-22。
蕭惠仁(2005)。Miozzo and Soete 服務產業創新的分類：台灣1000 大服務業之實證研究。國立清華大學科技管理研究所碩士論文，未出版，新竹。
薛曉珊(2004)。德菲法敘述統計。 品質月刊，40(5)，91-93。
謝臥龍、駱慧文(2004)。德懷研究的簡介與應用(頁317-382)。台北市：心理出版社。
羅伯‧柯普朗、大衛‧諾頓(1999)。平衡計分卡--- 資訊時代的策略管理工具。臉譜文化。
羅伯‧柯普朗、大衛‧諾頓(2004)。策略地圖---串聯組織策略從形成到徹底實施的動態管理工具。臉譜文化。
蘇育弘(2005)。應用賽局理論於資訊電子廠商維修策略之研究。東吳大學商學院企業管理學系碩士論文，未出版，台北。

二、外文部份
Alberto Carneiro (2000).How does knowledge management influence innovation and competitiveness. Journal of Knowledge Management; Kempston, 4 (2), P.87.

Allen, Phil.(2002). Growth and Profitability with Customer Value Management. Construction Marketer, 1(3), P.14.

Barros, C.P.(2005). Evaluating the efficiency of a small hotel chain with a malmquist productivity index.International Journal of Tourism Research, 7(3), 173-184.

Bilderbeek Rob & Pim den Hertog.(1998).Service in Innovation:Knowledge Intensive Business Service as Co-producers of Innovation.

Bitner M J (2008). Service science journey: foundations,progress,challenges. in Hefley B ,Murphy W(Eds).Service science ,management and engineering education for the 21st century.New York:Springer , ” New York, 227–234.

Blumentritt,R. & Hardie,N.(2000). The role of middle management in the knowledge-focused service organization. Journal of Business Strategies, 17(1), 37-48.

Brady M.K., & Cronin. J. J. Jr (2001). Some new thoughts on conceptualizing perceived service quality:A hierarchical approach. Journal of Marketing, 65 (3), 34-49.

Bullinger H J.(2003).Service Engineering-methodical development of new service product.International Journal of Production Economice 85(3), 275-287.

Canadian Manufacturers & Exporters.(2003).The Business Case for Innovation. http://www.cme-mec.ca/national/documents/caseforinnovation.pdf

Carlos, F.G., Mahmoud.M.Y &. Joao. V.L (2007).The effectiveness of hospitality service operations: measurement and implementation concerns.International Journal of Contemporary Hospitality Management, 19(7), 560-573.

Davis, M.M. & Berdrow I (2008). “ Service science: Catalyst for change in business school curricula” .IBM Systems Journal, 47(1), 29-39.

Deepak, H.(2004). “Innovation and technology trajectories in a developing country context: Evidence from a survey of Malaysian firms” . Unpublished doctoral dissertation, Georgia institute of Technology, Georgia.

Delbecq A L., Van de Ven A H., & Gustagson D H. (1986).The effectiveness of nominal, Delphi, and interacting group decision making. Academy of Management Journal,17. 605-621.

Department of Energy(1997). “Value Management Good Practice Guide, Office of Project and Fixed Asset Management,” Office of Project and Fixed Asset Management.

Earl M (2001).Knowledge management strategies:towards a taxonomy.journal of Management Information Systems 18(1),215-233

Emergence of Service Science(2005) : Services Sciences, Management, Engineering as the Next Frontier in Innovation, Japan SSME Workshop, Tokyo, Sept 8.

Fitzsimmons J A、Fitzsimmons M J.(2004).Service management:Operations Strategy information Technology (4th ed.). New York: McGraw-Hill.

Fitzsimmons, J.A. & Fitzsimmons, M.J (2004). Service Management Operations, Strategy, and Information Technology, Fourth Edition,McGraw-Hill.

Furuta R,Langari R,Taylor V (2006).Interdisciplinary design program at Texas A&M university: Implications for a Social Services Program,Service Science,Management and Engineering:Education for the 21st Century New York

Gershuny j & Miles I.(1983).The New Service Economy:The Transformation of Employment in industrial Societies, Frances Pinter, London

Glushko, R.J.(2008). Designing a Service Science Discipline with Discipline. IBM Systems Journal, 47(1), 15–27.

Gronroos C (1994).From scientific management to service management:a management perspective for the age of service competition.International Journal of Service Industry Management,5(1),5-20

Grow, G. (1991). Teaching leaner to be self-directed: A stage approach. Adult Education Quarterly, 41(3).125-149

Guglielmino, L. H., Long, H. B., & McCune, S. K. (1989). Reactions to Field’s investigation into the SDLRS. Adult Education Quarterly, 39(4), 235-345.

Hefliy B&Murphy W.(2008).Service Science,Management,and Engineering:Education for the 21st century.New York:Springer

Heineke, J. & Davis.M. (2007). The Emergence of Service Operations Management as an Academic Discipline. Journal of Operations Management, 25(2), 364–374.

Heskett J L(1994).Putting the service-profit chain to work.Harvard Business Review, 72(2), 164-174

Hidaka K.(2006).Trends in services sciences in Japan and abroad,Quarterly Review,(19),35-49

IBM GLOBAL Business Services(2006). Expanding the Innovation Horizon :The Global CEO Study 2006 www.cssp.us/pdf/IBM_Global_CEO_Study_2006.pdf

Industrial Development Reports(2003). Innovation and learning in global value chains .pp.105-115.

Jim Asplund&John H. Fleming.(2008).Human Sigma -- Managing the Employee-Customer Encounter.

Kaplan, R. S. & Norton, D. P. (1996). The Balanced Scorecard: Translating Strategy into Action, Harvard Business School Press.

Kaplan, R. S., & Norton, D. P. (2006). Alignment : using the balanced scorecard to create corporate synergies. Harvard Business School Press.

Kaplan, R. S., & Norton, D. P. (2008). The Execution Premium:Linking Strategy to Operations for Competitive Advantage. Harvard Business School Press.

Korsching, P.F. & Sami E.G.(2003).Rural Telephone Company Adoption of Service Innovations: A Community Field Theory Approach, Rural Sociology.

Kupper, C.(2001). Service Innovation-A review of the state of the art, Munchner Betriebswirtschaftliche Beitrage.

Linstone, W. H., & Turoff, M.(1975).The Delphi Method: Techniques and Applications,Reading, MA: Addison-Wesley,pp.262-287

Lourens B.(2003). The innovative process in commercial services and its proper climate-Assessing the facts for the Netherlands, Groningen.

Lovelock C H.(1983) Classifying service to gain strategic marketing insights.Journal of Marketing, 47(3), 9-20.

Lyles, M.(1988). “Learning among joint venture-sophisticated firms”. In Contractor, F. and Lorange, P. (Eds.): Cooperative Strategies in International Business, Lexington Books, pp.301-316.

Maglio, P.P., Srinivasan, S., Kreulen, J.T., & Spohrer, J.(2006). “Service Systems, Service Scientists, SSME, and Innovation,” Communications of the acm, 49(7), 81-85.

McAdam R. & McCreedy S.(1999). “The Process of Knowledge Management within Organizations: a Critical Assessment of both Theory and Practice,” Knowledge and Process Management, 6(2), 101-113.

Merriam-Webster. (2003). Merriam-Webster Dictionary. [On-line]. Available http://www.m-w.com/cgi-bin/dictionary.

Metters R D(2005).Successful Service Operrations Management(2nd edition).South-Western Division of Thomson Learning

Monczka, Robert M., & Robert J. Trent(1993).“Cross-Functional Sourcing Team Effectiveness,”

Murry J.W., & Hammons, J. O.(1995). Delphi: A Versatile Methodology for Conducting Qualitative Research.The Review of Higher Education, 18 (4), 423-436.

NCS Technologies, Inc.(2002). “The CRM Value Proposition,”www.ncstechnologies.com/newsroom/docs/CRM_White_Paper_Final.pdf,.

OECD(2006). Innovation and Knowledge-Intensive Service Activities, OECD Publishing.

Parasuraman, A. (2000). Technology Readiness Index(TRI): A Multiple-Item Scale to Measure Readiness to Embrace new Technologies. Journal of Service research 2(May), 307-320.

Parasuraman, A., Berry, L. L. & V. A. Zeithaml.(1991). Understanding, Measuring, and Improving Service Quality. Findings from a Multiphase Research Program, in Service Quality: Multidisciplinary and Multinational Perspectives, Lexington Books, New York, 253–268.

Parasuraman, Zeithaml, V. A., &. Berry, L. L (1985). A Conceptual Model of Service quality and its implication for future research. Journal of Marketing,. 49, 41-50

Paulson L D.(2006).Service science:anew field for today’s economy.IEEE Computer Society, 39(8), 18-21.

Peppard, Joe.(2000). “Customer Relationship Management (CRM) in Financial Services”.European Management Journal, 18( 3), 312–327.

Porter, M.(1985). “From Competitive Advantage to Corporate Strategy”, Harvard Business Review, May/June 1987, pp 43-59.

Roberta S R & Christopher W (2008).Bringing service science into the curriculum. in Hefley B ,Murphy W(Eds).Service science ,management and engineering education for the 21st century.New York:Springer , pp137-140.

Rust R T & Miu C(2006).What academic research tells us about service.Communications of the ACM, 49(7), 49-54

Saaty T.L & T.L.Vargas.(1984). “Comparision of eigenvalue ,logarithmic least squares and least squares medthods in estimationg ratios” Math.Modelling, 5, 309-324.

Sasser, W. R., Olsen, P., & Wyckoff, D. (1978). Management of service operations. The International Journal of. Educational Management, 16(4), 190-195

Shah, D., Rust, R.T., Parasuraman, A., Staelin, R. & G. S. Day.(2006). “The Path to Customer Centricity’’. Journal of Service Research, 9(2), 113–124.

Spohrer J & Maglio P.(2005).Emergence of Service Science, Service Science Management,Engineering (SSME)as the Next Frontier in Innovation Innovation .Presentation at IBM Almaden Research Center.

Spohrer J & Riecken D.(2006).Service science.Communications of the ACM, 49(7), 31-32

Spohrer j, P. P. Maglio, J. Bailey, & D. Gruhl (2007).Steps toward a science of service systems.IEEE Computer Society ,(1), 71-77

Tushman, M.L. & Nadler.D.A.(1986).“Organizing for Innovation,” California Management Review, 28(3), 74-92.

Wietze V.D.A. & Tom E.(2002). “Realizing innovation in services,” Scandinavian Journal of Management, 18, 155-171.

Xu Z W,Li W & Liu X W.(2006).What is service in service science?A computer science perspective.Asia Pacific Symposium on Service Science,Management and Engineering,Beijing, November, pp5-9.