政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/152022

政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/152022

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政大典藏 > College of Commerce > MBA Program > Theses > Item 140.119/152022

Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/152022

Title:	透過服務金三角提升短租空間之服務品質－以A公司為例 Improving the Service Quality of Short-Term Shared Spaces through Service Triangle – A Case Study of Company A
Authors:	蘇友宣 Su, Yu-Syuan
Contributors:	羅明琇 Lo, Ming-Shiow 蘇友宣 Su, Yu-Syuan
Keywords:	短租空間共享空間自助式服務服務金三角服務品質服務策略 Short-term shared space Self-service Service Triangle Service Quality Service strategy
Date:	2024
Issue Date:	2024-07-01 12:26:02 (UTC+8)
Abstract:	本研究旨在探討如何透過服務金三角模型提升短租空間的服務品質，以A公司為研究對象。隨著工作方式的轉變、自由職業的增加，帶動人們在第三空間的需求，短租空間產業逐漸興起，成為人們使用臨時彈性空間的選擇，且可以自由在空間進行任何活動。然而短租空間與傳統服務業不同，其自助式服務特性使得顧客在使用過程中無需與員工直接接觸，這對於提升服務品質提出了新的挑戰。服務金三角模型包括服務策略、支援系統和員工三個核心要素，這三者的有效互動對提升服務品質至關重要。本文首先分析了A公司在短租空間行業中的現有服務模式，指出其自助式服務的特點及其在員工、支援系統和服務策略上的相對薄弱之處。本研究採用質化研究方法，包含文獻探討，並針對A公司的管理層和20至39歲的使用者進行半結構式訪談，以了解顧客需求和現有服務的弱點。採用質性分析訪談資料並修正服務金三角的分析內容，從而全面評估A公司的服務品質。透過分析結果，本研究發現A公司可以精準化服務策略、強化支援系統及提升員工能力來提升服務品質。具體建議包括增強支援系統功能、提供更全面的客服指引以提升員工在遠端支援和應變能力。這些措施不僅能夠在不增加大量人力成本的前提下，提升顧客滿意度和服務品質，還能進一步增強競爭優勢。研究結果顯示，短租空間企業可以在資源有限的情況下實現高品質的服務，為顧客提供更優質的使用體驗，這對短租空間產業的未來發展具有重要貢獻。 This research aims to explore how to enhance the service quality of short-term shared spaces through the Service Triangle model, with Company A as the case study. With the transformation of flexible working and the increase in freelancing, the demand for the third space has surged, leading to the rise of the short-term shared space. These spaces have become a popular choice for individuals seeking flexible, temporary spaces where they can engage in various activities. However, unlike traditional service industries, short-term shared space features a self-service nature that eliminates the need for direct interaction with employees during the service process, presenting new challenges for improving service quality. The Service Triangle model comprises three core elements: service strategy, service systems, and human resources. The effective interaction among these elements is crucial for enhancing service quality. This research first analyzes the existing service model of Company A in the short-term shared space industry, highlighting its self-service characteristics and identifying relative weaknesses in its human resources, service systems, and service strategies. This research employs a qualitative approach, conducting literature reviews, semi-structured interviews with Company A's manager and users aged 20 to 39 to understand customer needs and existing service weaknesses. The qualitative analysis of the interview data is used to refine the Service Triangle analysis, providing a comprehensive assessment of Company A's service quality. The analysis results indicate that Company A can enhance service quality by refining its service strategy, strengthening service systems, and improving the capabilities of human resource. Specific recommendations include enhancing service system functions, providing more comprehensive customer service guidance, and improving employees' remote support and response capabilities. These measures can improve customer satisfaction and service quality without significantly increasing labor costs and further strengthen competitive advantages. The study's findings demonstrate that short-term shared space enterprises can achieve high-quality service within limited resources, offering customers a superior user experience. This has important implications for the future development of the short-term shared space industry.
Reference:	Feng, I. (2022)。專訪｜Happ. 小樹屋品牌長黃逸寧 “歡迎光臨創意的秘密基地”。 PPAPER。 https://www.ppaper.net/page/1878。搜尋日期：2024年5月17日。 Kantar凱度線上調查(2022)。台灣共享經濟需求及驅動研究。 https://641505.fs1.hubspotusercontent-na1.net/hubfs/641505/Content%202022/2022Q4%20Taiwan%20Report/Kantar%20Profiles%E5%87%B1%E5%BA%A6%E7%B7%9A%E4%B8%8A%E8%AA%BF%E6%9F%A5%20-%20%E5%85%B1%E4%BA%AB%E7%B6%93%E6%BF%9F%E9%9C%80%E6%B1%82%E5%8F%8A%E9%A9%85%E5%8B%95%E7%A0%94%E7%A9%B62022.pdf。搜尋日期：2024年5月17日。余銘忠&林志杰(2019)。應用 SERVQUAL 量表衡量骨科醫療設備廠商之服務品質。國立高雄科技大學。臺灣高雄市。吳東軒(2018)。共同空間的商業模式？空間怎麼賺錢？活動扮演什麼角色？。 Medium。 https://medium.com/%E6%B4%BB%E5%8B%95%E4%B8%BC%E8%B5%B7%E4%BE%86/%E5%85%B1%E4%BA%AB%E7%A9%BA%E9%96%93%E8%A6%81%E6%80%8E%E9%BA%BC%E8%B3%BA%E9%8C%A2-%E6%B4%BB%E5%8B%95%E5%9C%A8%E5%85%B6%E4%B8%AD%E5%8F%88%E6%89%AE%E6%BC%94%E4%BB%80%E9%BA%BC%E8%A7%92%E8%89%B2-64904d42b97。搜尋日期：2024年5月17日。吳東軒(2020)。空間行銷點線面 — 開店了要怎麼做行銷，空間的行銷規劃。 https://medium.com/ccwork-tw/%E7%A9%BA%E9%96%93%E8%A1%8C%E9%8A%B7%E7%9A%84%E9%BB%9E%E7%B7%9A%E9%9D%A2-%E8%A6%81%E6%80%8E%E9%BA%BC%E8%A1%8C%E9%8A%B7%E4%B8%80%E5%80%8B%E7%A9%BA%E9%96%93-%E5%85%B1%E7%94%A8%E7%A9%BA%E9%96%93%E7%9A%84%E8%A1%8C%E9%8A%B7%E8%A6%8F%E5%8A%83-8ce174b49099。搜尋日期：2024年5月17日。范麗娟(1994)。深度訪談簡介。戶外遊憩研究；7卷2期 (1994/06) ， 25-35。 https://doi-org.proxyone.lib.nccu.edu.tw:8443/10.6130/JORS.1994.7(2)3 翁必揚&羅明琇(2022)。小樹屋－創造空間「隨需即租」新商機。國立政治大學商學院個案。張蕙娟(2016)。淺談善用共享經濟的族群想法。品牌好報；42期。 http://www.bpaper.org.tw/strategy/42-03/ 。搜尋日期：2024年5月27日。設計關鍵字(2022)。設計新商業。S1EP7【共享，才能把古蹟利用的可能性開放出來】專訪小樹屋共同創辦人暨品牌長黃逸寧。Apple Podcast。https://podcasts.apple.com/tw/podcast/s1ep7-%E5%85%B1%E4%BA%AB-%E6%89%8D%E8%83%BD%E6%8A%8A%E5%8F%A4%E8%B9%9F%E5%88%A9%E7%94%A8%E7%9A%84%E5%8F%AF%E8%83%BD%E6%80%A7%E9%96%8B%E6%94%BE%E5%87%BA%E4%BE%86-%E5%B0%88%E8%A8%AA%E5%B0%8F%E6%A8%B9%E5%B1%8B%E5%85%B1%E5%90%8C%E5%89%B5%E8%BE%A6%E4%BA%BA%E6%9A%A8%E5%93%81%E7%89%8C%E9%95%B7-%E9%BB%83%E9%80%B8%E5%AF%A7-%E8%A8%AD%E8%A8%88%E6%96%B0%E5%95%86%E6%A5%AD/id1562071847?i=1000584624958。搜尋日期：2024年5月17日。許芳語(2019)。共享經濟服務品質－以Airbnb為例。國立中興大學。臺灣臺中市。陳水定(2013)。應用PZB模式探討建設公司交屋人員服務品質之研究。營建管理季刊；95期。 https://doi.org/10.6505/CMJ-2013-95-34-16 溫于萱(2022)。二房東也能躋身獨角獸，從WeWork、Landing看房地產科技新創的機會。Meet創業小聚。 https://meet.bnext.com.tw/articles/view/49453。搜尋日期：2024年5月17日。
Description:	碩士國立政治大學企業管理研究所(MBA學位學程) 111363093
Source URI:	http://thesis.lib.nccu.edu.tw/record/#G0111363093
Data Type:	thesis
Appears in Collections:	[MBA Program] Theses

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