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| Title: | 服務系統能力之研究
A Study on service systems capabilities |
| Authors: | 游鎮毓
Yu, Cheng Yu |
| Contributors: | 尚孝純
Shang, Shari S. C.
游鎮毓
Yu, Cheng Yu |
| Keywords: | 服務
服務系統
服務系統能力
服務系統組成
服務系統分類
Service
Service systems
Service systems capabilities
Service systems components
Service systems classifications |
| Date: | 2008 |
| Issue Date: | 2009-09-14 09:14:48 (UTC+8) |
| Abstract: | Service is provided through the application of service systems, which consist of clients and service providers that interact to co-produce value. However, because of the complexity of the management and modeling of people, technologies, knowledge, activities, processes, intentions, organizations, and wide range of types of service systems, formal representation and modeling of service systems is still in its initial stage. There is a need for a clearer understanding of service systems and the capabilities required for excellent service operation and continuous service innovation.
The objectives of this study are three-fold: (1) to understand the required capabilities of service systems, (2) to examine service systems using different classifications, and (3) to explore the capabilities of service systems. This study establishes a comprehensive understanding of service systems, service components, different classifications of service systems, and required capabilities of service systems through qualitative media analysis and multiple case studies.
The findings of this study are: (1) Service systems components are organized into four major parts: service provider, service client, service controller, and service supporting components. (2) Ten service systems classifications are constructed through the six classifying dimensions of customer participation, communication time, information richness, intimacy, customization, and delivery by ICT (information and communication technology). (3) Five service systems capabilities: integration, customization, technology optimizing, innovation, and learning, are proposed. (4) Six types of service systems are found when exploring the capabilities of service systems. Each type of service systems acts differently to acquire different capabilities. (5) The relationships between classifying dimensions and capabilities are delineated. Capabilities can be influenced by different classifying dimensions
This study provides a structural framework for organizing business opportunities, as well as management implications for service systems management. |
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麥當勞靠IT 外送30分鐘不遲到，iThome online。檢索日期：2009年5月20日，網址：http://www.ithome.com.tw/itadm/article.php?c=44991
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| Description: | 碩士
國立政治大學
資訊管理研究所
96356001
97 |
| Source URI: | http://thesis.lib.nccu.edu.tw/record/#G0096356001 |
| Data Type: | thesis |
| Appears in Collections: | [資訊管理學系] 學位論文
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