政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/130086
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  全文笔数/总笔数 : 113324/144300 (79%)
造访人次 : 51124435      在线人数 : 837
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
搜寻范围 查询小技巧：
  • 您可在西文检索词汇前后加上"双引号"，以获取较精准的检索结果
  • 若欲以作者姓名搜寻，建议至进阶搜寻限定作者字段，可获得较完整数据
    •  进阶搜寻


    请使用永久网址来引用或连结此文件: https://nccur.lib.nccu.edu.tw/handle/140.119/130086


    题名: 企業創新服務模組化之研究-以I公司為例
    Service modularity of enterprise innovative service - A case study of I Company
    作者: 沈汶萱
    Shen, Wen-Hsuan
    贡献者: 吳豐祥
    Wu, Feng-Shang
    沈汶萱
    Shen, Wen-Hsuan
    关键词: 服務模組化
    服務模組
    模組化服務
    模組化流程
    模組化組織
    創新服務
    Service modularity
    Service module
    Modular service
    Modular process
    Modular organization
    Innovative service
    日期: 2019
    上传时间: 2020-06-02 11:14:13 (UTC+8)
    摘要: 2018年，服務業占台灣該年度之GDP比重為63%，是目前台灣的第一大產業，也是推動經濟成長的主要動力，隨著科技發展快速，服務也必須不斷創新以跟上技術的浪潮，使得服務的類型逐漸多元複雜。在這樣的時空背景之下，為了因應複雜的服務系統，同時提升服務效率並完善客戶體驗，「服務模組化」被普遍認為是一種最有效的手段之一。雖然服務模組化的議題逐漸受到關注，且相關文獻也如雨後春筍般出現，但是，有關該領域的研究，應該仍是屬於探索的階段。
    到目前為止，學者們對於服務模組化的方法之論述，各有其不同的觀點，然而，他們所論及的核心步驟卻是大同小異，且有脈絡可以依循。本研究最後選擇Dörbecker 與 Böhmann (2015)所提之分析、模組設計及架構設計等三個步驟的模式，並加入後續有關服務模組的應用、執行以及管理等的議題進行實證研究。相較於過去的文獻大多單就技術面來探討模組化的過程，本研究藉由此研究缺口，加入了與「人」及「組織」相關的影響因素，以「服務模組之形成」、「服務模組之應用與執行」、「服務模組之管理」等三大構面為主軸，選擇一科技服務業中具代表性之公司，透過訪談關鍵人物的方式，來深入探討其創新服務模組化之流程與運作，本研究所得到的主要結論包括：

    結論一：企業服務模組化之「形成階段」會以客戶需求為出發點，先將服務分析、由大到小拆解為元素，再透過模組設計及架構設計將元素組合由小到大形成不同粗細粒度的服務模組與服務架構。
    結論二：企業服務模組化之「應用與執行階段」會以客戶需求為出發點，由服務架構中先「水平選擇」不同粗粒度的服務模組，再「垂直選擇」不同細粒度的服務模組放入，最後，不斷調整後形成完整的服務套裝。
    結論三：企業服務模組化之「應用與執行階段」，服務模組之間的內容會存在著投入-產出的互動關係。過程中若存在的人為因素越多，則服務模組的變動性也越大，且其中的客戶需求會驅動新服務模組的形成。
    結論四：企業服務模組化的過程會遭遇到較難規格化的情形，惟企業可透過不同的方法與工具之應用來加以克服，並將服務更加具體化。
    本論文最後並提出實務上與學術上的意涵，以及對後續研究者的建議。
    In the year of 2018, service industry contributed 63% of Taiwan’s annual GDP, and is now the largest industry as well as the major force of the economic growth. With the advancement of technology, service must strive to innovate in order to keep up with this enormous tide. Service modularity is often considered an appropriate approach to cope with complex service systems, which improves service efficiency and client experience simultaneously. However, though the issue of service modularity is receiving increasing attention, the scholars are still in an exploring stage in this very domain, dedicating to reaching a consensus understanding on service modularity.
    In the past, many scholars proposed various methods of service modularity with their individual perspective and argument, but the core steps are quite similar. Therefore, this thesis would form a framework base on the process of service modularity proposed by Dörbecker and Böhmann in 2015, including analyze, module design and architecture design, and then additionally add in the facets of “application and execution”, and “management” in order to view the operation of service modularity of enterprise innovative service in a practical perspective. Compare to the previous literature, focusing on technical modularizing process, this thesis pay attention to the human and organizational factors, and obtain the following conclusion:
    1. The formation phase of enterprise service modularization will take customer needs as the starting point, analyze and disassemble the service from large to small into elements, and then form different-grained service modules and architecture according to elements and interdependencies from small to large.
    2. The application and implementation phase of enterprise service modularization will also be based on customer needs. First, horizontally select coarse-grained service modules from the service architecture, then vertically select fine-grained service modules, and finally adjust them to form a complete service.
    3. In the application and implementation phase of enterprise service modularization, the content of service modules has an input-output relationship. Also, the more human factors exist, the greater the variability of service modules, while the customer demand drives the formation of new service modularization.
    4. Service is sometimes difficult to normalize during enterprise service modularization, but the application of methods and tools will be emphasized to make the service more specific.
    Finally, based on the conclusions drawn from the research, recommendations are made for practical and follow-up studies.
    參考文獻: 中文文獻
    陶顏、魏江（民104）。服務模塊化研究脈絡、基準與展望－基於國外文獻的分析。外國經濟與管理，37(1)，43-51。
    陳勁、鄭剛、蘇友珊（民104）。創新管理：贏得全球競爭優勢。台灣：智勝文化事業有限公司。
    張俊超（民102年2月8日）。從IBM百年轉型看企業創新變革。取自https://mymkc.com/article/content/21468
    MoneyDJ（民108）。I公司基本資料。取自https://wealth.esunbank.com.tw/usstock/esun/basic0001.xdjhtm?a=IBM
    Yves Lin（民107年7月23日）。10分鐘讀懂Scrum與敏捷軟體開發入門。取自https://tuna.to/agile-2-73856205bc9e
    I公司電子報（民105）。後數位時代行銷法則。取自http://www-07.ibm.com/tw/blueview/2016jul/pdf/BVP59-03.pdf
    各業產值概況 http://www.cier.edu.tw/cef/p2.pdf

    英文文獻
    Bask, A., Lipponen, M., Rajahonka, M., & Tinnilä, M. (2010). The concept of modularity: diffusion from manufacturing to service production. Journal of Manufacturing Technology Management, 21(3), 355-375.
    Bask, A., Lipponen, M., Rajahonka, M., & Tinnilä, M. (2011). Modularity in logistics services: a business model and process view. International Journal of Services and Operations Management, 10(4), 379-399.
    Böttcher, M., & Klingner, S. (2011). Providing a method for composing modular B2B services. Journal of Business & Industrial Marketing, 26(5), 320-331.
    Brax, S. A., Bask, A., Hsuan, J., & Voss, C. (2017). Service modularity and architecture–an overview and research agenda. International Journal of Operations & Production Management, 37(6), 686-702.
    Carlborg, P., & Kindström, D. (2014). Service process modularization and modular strategies. Journal of Business & Industrial Marketing, 29(4), 313-323.
    De Blok, C., Meijboom, B., Luijkx, K., Schols, J., & Schroeder, R. (2014). Interfaces in service modularity: a typology developed in modular health care provision. Journal of Operations Management, 32(4), 175-189.
    Den Hertog, P., Van der Aa, W., & De Jong, M. W. (2010). Capabilities for managing service innovation: towards a conceptual framework. Journal of service Management, 21(4), 490-514.
    Doran, D., de Blok, C., Luijkx, K., Meijboom, B., & Schols, J. (2010). Modular care and service packages for independently living elderly. International Journal of Operations & Production Management.
    Dörbecker, R., & Böhmann, T. (2013). The Concept and Effects of Service Modularity--A Literature Review. Paper presented at the 2013 46th Hawaii International Conference on System Sciences.
    Dörbecker, R., & Böhmann, T. (2015). Tackling the granularity problem in service modularization. Paper presented at the Twenty-first Americas Conference on Information Systems.
    Dörbecker, R., Tokar, O., & Böhmann, T. (2015). Deriving Design Principles for Improving Service Modularization Methods-Lessons Learnt from the Complex Integrated Health Care Service System. Paper presented at the Twenty-Third European Conference on Information Systems.
    Edvardsson, B., Holmlund, M., & Strandvik, T. (2008). Initiation of business relationships in service-dominant settings. Industrial Marketing Management, 37(3), 339-350.
    Feitzinger, E., & Lee, H. L. (1997). Mass customization at Hewlett-Packard: the power of postponement. Harvard business review, 75, 116-123.
    Fixson, S. K. (2005). Product architecture assessment: a tool to link product, process, and supply chain design decisions. Journal of Operations Management, 23(3-4), 345-369.
    Geum, Y., Kwak, R., & Park, Y. (2012). Modularizing services: A modified HoQ approach. Computers & Industrial Engineering, 62(2), 579-590.
    Gronroos, C. (1990). Relationship approach to marketing in service contexts: The marketing and organizational behavior interface. Journal of business research, 20(1), 3-11.
    Hoetker, G. (2006). Do modular products lead to modular organizations? Strategic management journal, 27(6), 501-518.
    Hoogeweegen, M. R., Teunissen, W. J., Vervest, P. H., & Wagenaar, R. W. (1999). Modular network design: Using information and communication technology to allocate production tasks in a virtual organization. Decision Sciences, 30(4), 1073-1103.
    Hyötyläinen, M., & Möller, K. (2007). Service packaging: key to successful provisioning of ICT business solutions. Journal of Services Marketing, 21(5), 304-312.
    Iman, N. (2016). Modularity matters: a critical review and synthesis of service modularity. International Journal of Quality and Service Sciences, 8(1), 38-52.
    Jacobs, M., Vickery, S. K., & Droge, C. (2007). The effects of product modularity on competitive performance: do integration strategies mediate the relationship? International Journal of Operations & Production Management, 27(10), 1046-1068.
    Langlois, R. N. (2002). Modularity in technology and organization. Journal of economic behavior & organization, 49(1), 19-37.
    Lau, A. K., Yam, R. C., & Tang, E. P. (2007). Supply chain product co-development, product modularity and product performance: empirical evidence from Hong Kong manufacturers. Industrial Management & Data Systems, 107(7), 1036-1065.
    Maglio, P. P., & Spohrer, J. (2008). Fundamentals of service science. Journal of the academy of marketing science, 36(1), 18-20.
    Metters, R., & Vargas, V. (2000). A typology of de-coupling strategies in mixed services. Journal of Operations Management, 18(6), 663-682.
    Mikkola, J. H., & Skjøtt-Larsen, T. (2006). Platform management: Implication for new product development and supply chain management. European Business Review, 18(3), 214-230.
    Moon, S. K., Shu, J., Simpson, T. W., & Kumara, S. R. (2010). A module-based service model for mass customization: service family design. Iie Transactions, 43(3), 153-163.
    Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50.
    Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12.
    Pekkarinen, S., & Ulkuniemi, P. (2008). Modularity in developing business services by platform approach. The International Journal of Logistics Management, 19(1), 84-103.
    Peters, C., & Leimeister, J. M. (2013). TM3-A modularization method for telemedical services: design and evaluation. Paper presented at the Proceedings of 21st European conference on information systems (ECIS).
    Rahikka, E., Ulkuniemi, P., & Pekkarinen, S. (2011). Developing the value perception of the business customer through service modularity. Journal of Business & Industrial Marketing, 26(5), 357-367.
    Rajahonka, M. (2013). Views of logistics service providers on modularity in logistics services. International Journal of Logistics Research and Applications, 16(1), 34-50.
    Rajahonka, M., Bask, A., & Lipponen, M. (2013). Modularity and customisation in LSPs’ service strategies. International Journal of Services and Operations Management, 16(2), 174-204.
    Tu, Q., Vonderembse, M. A., Ragu‐Nathan, T. S., & Ragu‐Nathan, B. (2004). Measuring modularity‐based manufacturing practices and their impact on mass customization capability: a customer‐driven perspective. Decision Sciences, 35(2), 147-168.
    Tuunanen, T., Bask, A., & Merisalo-Rantanen, H. (2012). Typology for modular service design: review of literature. International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), 3(3), 99-112.
    Tuunanen, T., & Cassab, H. (2011). Service process modularization: reuse versus variation in service extensions. Journal of Service Research, 14(3), 340-354.
    Ulkuniemi, P., & Pekkarinen, S. (2011). Creating value for the business service buyer through modularity. International Journal of Services and Operations Management, 8(2), 127-141.
    Verma, R., Thompson, G. M., & Louviere, J. J. (1999). Configuring service operations in accordance with customer needs and preferences. Journal of Service Research, 1(3), 262-274.
    Voss, C. A., & Hsuan, J. (2009). Service architecture and modularity. Decision Sciences, 40(3), 541-569.
    Yin, R. K. (2017). Case study research and applications: Design and methods: Sage publications.
    Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of marketing, 60(2), 31-46.
    CSI market. (2019) I Company’s Competition by Segment and its Market Share. Retrieved from https://csimarket.com/stocks/competitionSEG2.php?code=IBM
    描述: 碩士
    國立政治大學
    科技管理與智慧財產研究所
    106364113
    資料來源: http://thesis.lib.nccu.edu.tw/record/#G0106364113
    数据类型: thesis
    DOI: 10.6814/NCCU202000431
    显示于类别:[科技管理與智慧財產研究所] 學位論文

    文件中的档案:

    档案 描述 大小格式浏览次数
    411301.pdf2667KbAdobe PDF238检视/开启


    在政大典藏中所有的数据项都受到原著作权保护.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - 回馈