政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/36940
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  全文笔数/总笔数 : 113160/144130 (79%)
造访人次 : 50754226      在线人数 : 735
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
    政大機構典藏 > 商學院 > 資訊管理學系 > 學位論文 >  Item 140.119/36940


    请使用永久网址来引用或连结此文件: https://nccur.lib.nccu.edu.tw/handle/140.119/36940


    题名: 共生依存關係之協同服務系統設計方法研究
    iDesign : Collaborative Service System Design Methodology Underlying Symbiotic Interdependence Relationship
    作者: 董惟鳳
    Tung, Wei Feng
    贡献者: 苑守慈
    Yuan, Soe Tsyr
    董惟鳳
    Tung, Wei Feng
    关键词: 智慧型服務設計
    經驗品質模型
    智慧型服務機器
    系統化服務創新
    價值共創
    服務生產力
    iDesign
    E-QUAL
    ISM
    Systematic servcie innovation
    value co-production
    service productivity
    日期: 2007
    上传时间: 2009-09-18 20:13:39 (UTC+8)
    摘要: 社會經濟隨著科技的發展而不斷的演變，服務業對於人類生活的重要性也逐漸提升，資訊科技(IT)的力量也大幅提升服務業的營運與績效。IBM提出 「服務科學管理與工程」(Service Science, Management and Engineering; SSME)，目的是研究如何透過各領域的結合達到服務創新(Service innovation)，包括如何建立新興服務概念設計、如何藉由科技建立量化、標準化、以及系統化的服務設計、服務流程、與服務品質管理協助提升服務生產力(Service productivity)以增進顧客滿意度等議題。由於「服務」相較於「產品」具有不同的特性與內涵，例如服務流程中顧客輸入(Customer input)對於服務程序(Service operation)與服務品質(Service quality)都有關鍵性的影響，且服務內容通常屬於「知識取向」(Knowledge-intensive)為主，服務業較為關注參與者之間的互動與服務交換。然而，服務的「異質性」(Heterogeneity)更存在難以標準化與量化的問題。「智慧型服務設計」(Intelligent Service Design; iDesign)旨在探討如何從服務流程(Service process)中，讓服務提供者(Service provider)與顧客/服務接受者(service receiver)之間的相互共同合作(co-production)來達成互利的服務傳遞(Service delivery)。今日大家期待服務科學這個新領域帶來產業發展機會，尚需要透過更多跨領域的產官學合作。本文將透過一個結合資訊科技、人及服務流程的服務系統範例，來帶領大家探索服務科學的新領域。服務業可以藉由此一參考架構來思考如何可以提供服務生產者與消費者透過科技化的共同生產機制達到共創價值(value co-creation)。本文中所提出的創新服務設計之參考架構與方法論中包含服務的分類、服務系統模式化、以及顧客體驗品質衡量，並彰顯服務業如何從服務科學角度出發，提升服務科技化與創新服務的競爭優勢。
    This study is to present an intelligent collaborative service system (CSS) design (iDesign) including the CSS classification, an analysis-design modeling method, and an experience quality evaluation model for systematic service innovation. State-of-the-art information technology can be used to develop the CSS according to three comprehensive procedures, enabling semi-automated value co-production and systematic service innovation that can meet the goals of service productivity and customer satisfaction for service providers and customers. In view of the preceding research purpose, the three major research questions are addressed in this study: What kind of collaborative service systems can be classified and identified based upon the prerequisites of value co-production? How the collaborative service systems can be modeling and automating its cognitive process and knowledge representations using an analysis-design method (i.e. intelligent service machine)? How an evaluation model can measure the experience quality of the service providers and the customers, and embed the model into the CSS in order to perform service quality management? Meanwhile, the evidences to effects of iDesign-based CSS applications that implemented by the three practical service systems of artwork design, for example, a transactional marketplace service system for mediating music content creation (DesignStorming), a collaborative alignment service system for assisting mobile phone design service (iMobileDesign), and a collaborative personalization service system for facilitating interior design service (iInteriorDesign).
    According to the research process of design science, this study adopts a single case study to refine the proposed artifact (i.e., iDesign). iInteriorDesign is one of iDesign-based CSS applications, which is analyzed and developed by simple service machine (SSM) and intelligent service machine (ISM) and with the embedded evaluation of E-QUAL based upon one category of classification framework of iDesign. This qualitative study draws the deductive consequence and further proposed a deductive model of theory a (Symbiotic Collaborative Service Model) built by means of the resource dependence theory (RDT) testing. iInteriorDesign envisions an entirely new interior design service experience enabling collaborative interior design provision; architects or interior designers can use the system to effectively communicate with customers based upon symbiotic interdependence relationship behavior to better identify their needs and wants and even attain new inspirations of concept styles from the interactions. The results of case study have conducted the deductive important behavior of symbiotic interdependence relationship within the CSS applications. The results of qualitative research also can further generalize the identical behavior to the adaptability and evolution of value co-production and mutual adaptability within iDesign.
    參考文獻: Anderson, E. W., Fornell, C.L., and Rust, R.T. (1997) Customer satisfaction, productivity, and profitability: Differences between goods and services, Marketing Science 16(2), 129-145.
    Bitner, J. M. and Brown, W. S. (2006) The Evolution and Discovery of Services Science in Business Schools, Communications of the ACM, 49(7), 73-78.
    Bijker, W.E., Of Bicycles, Bakelites, and Bulbs (1995) Toward a Theory of Sociotechnical Change, MIT Press, Cambridge, MA.
    Bostrom, R. and Heinen, J. S. (1977) MIS Problems and Failures: A Socio-Technical Perspective. MIS Quarterly 1, 3, 17-30.
    Boyer, K., Hallowell, R., and Roth A. (2002) E-Services: operating strategy - a case study and a method for analyzing operational benefits. Journal of Operations Management, 20, 2, 175-188.
    Brassard, M. and Ritter, D. (1994) The Memory Jogger II, GOAL/QPC, Methuen, PA, 115-131.
    Caroline, B. E. and Gross, R. (2000) New insights into symbiotic associations between ants and bacteria, Research in Microbiology, Volume: 151, Issue: 7, 513-519.
    Chase, B. R. and Dasu, S. (2007) Want to Perfect Your Company’s Service? Use Behavioral Science, Harvard Business Review, 79, 6, 78-85.
    Chesbrough, H. and Spohrer, J. (2006) A Research Manifesto for Services Science,”
    Communications of the ACM, 49, 7, 35 – 40.
    Chi, H.S., Tung, W. F., and Yuan, S. T. (2007) A Design e-Service Delivery with an Ontology-Based Cooperative/Interactive Co-Evolutionary Mechanism, Conference of Electronic Commerce and Digital Life (ECDL 2007), Taipei, Taiwan.
    Chi, H. S. (2007) A Design e-Service Delivery with an Ontology-Based Cooperative and Interactive Co-Evolutionary Mechanism, Master Thesis, National Chengchi University, Taipei, Taiwan.
    Coombs, R. and Miles, I. (2000) Innovation, measurement and services: the new problematique, In: Metcalfe J.S. and Miles, I., Editors, 2000. Innovation Systems in the Service Economy Measurement and Case Study Analysis, Kluwer, Boston, 83–102.
    Cronin, J. and Joseph, J (2003) Looking back to see forward in services marketing : some ideas to consider, Managing Service Quality, 13, 5, 332-337.
    Crosby, B. P. (1979) Quality Is Free: The Art of Making Quality Certain, McGraw-Hill, New York.
    Deming, W. E. (1982) Quality, Productivity, and Competitive Position, MIT Center for Advanced Engineering Study, Cambridge, Mass.
    Drucker, P. F. (1985) The discipline of innovation, Harvard Business Review. 63,3, 67-72.
    Edvardsson, B., Enquist, Bo, and Johnston, R. (2005) Cocreating Customer Value Through Hyperreality in the Prepurchase Service Experience, Journal of Service Research, 8, 2, 149-161.
    Field, J. M., Gregory, R. H., and Kingshuk, K. S. (2004) Managing Quality in the E-Service System: Development and Application of a Process Model, Produciton and Operations Management, 13, 4, 291-306.
    Fitzsimmons, A. J. and Maurer, G. B. (1991) Walk-Through-Audit to Improve Restaurant Performance, Cornell Hotel and Restaurant Administration Quarterly, 31, 95-99.
    Fitzsimmons, A. J. and Fitzsimmons J. M. (2001) Service management: operations, strategy, and information technology, McGraw-Hill Higher Education.
    Fitzsimomons, A. J. and Fitzsimmons, J. M. (2004) Service Management: Operations, Strategy, and Information Technology, 3rd Edition, McGraw-Hill, N.Y.
    Fauconnier, G. and Turner, M. (2002) The way we think: Conceptual blending and the mind’s hidden complexities. Basic Books.
    Carbone, P. L.(2007) Clued In How to Keep Customers Coming Back Again and Again”, FT Press, USA.
    Giese, J. L. and Cote, J. A. (2002) Defining Consumer Satisfaction, Academy of Marketing
    Science Review, 1-24.
    Hauser, R. J. and Clausing, D. (1988) The House of Quality, Harvard Business Review, 63-73.
    Heskett, L. J. (1986) Operating Strategy Barriers to Entry, Managing in the Service Economy, Harvard Business School Press, Boston.
    Heskett, L. J., Sasser, W. E., and Schlesinger, A. L. (1997) The Service Profit Chain Free, New York, 40-42.
    Heim, G. R. and Field, J. M. (2007) Process drivers of e-service quality: analysis of data from an online rating site. Journal of Operations Management, 25 962–984.
    Hevner, R. A., Salvatore, T. M., and Jinsoo, P. (2004) Design Science in Information Systems Research, MIS Quarterly, 28, 1, 76-105.
    IBM Research (2005) Services Science: A New Academic Discipline, IBM Research Center.
    Imaz, M. and Benyon, D (2007) Designing with Blends Conceptual Foundations of Human-Computer Interaction and Software Engineering, MIT Press, 2007.
    Jensen, H., Sather, B.E. S., Ringsby, H. T, Tufto, J., Simon, J, Griffith, C., and Ellegren, H. (2004) Lifetime reproductive success in relation to morphology in the house sparrow Passer domesticus, Journal of Animal Ecology 73, 599–611.
    Boyer, K. K., Hallowell, R., and Roth, V. A. (2002) E-Services: operating strategy—a case study and a method for analyzing operational benefits, Journal of Operations Management, 20, 2, 175–188.
    Lamb, R. and Kling, R. (2003) Reconceptualizing users as social actors in information systems research, MIS Quarterly, 27, 2, 197-235.
    Lee, A., (1989) A Scientific Methodology for MIS Case Studies, MIS Quarterly.
    Leydesdorff, L. (2006) The biological metaphor of a second-order observer and the sociological discourse, Kybernetes, 35, 3/4, 531-546.
    Lovelock, H. C. (1983) Classifying Services to Gain Strategic Marketing Insights, Journal of Marketing, 47, 12-18.
    Lovelock, C. H. (1992) Managing Services: Marketing, operations, and human resources, Second edition. Prentice Hall, Englewood Cliffs, New Jersey.
    Lu, S.C. Y. and CAI, J., (2000) STARS: A socio-technical framework for integrating design knowledge over the internet. IEEE Internet Computing, 4, 5, 54-62.
    Markus, M.L., (1983), Power, Politics, and MIS Implementation, Communications of ACM, 26, 6.
    Matthing, J., Kristensson, P., Gustafsson, A., Parasuraman, A. (2006) Developing successful technology-based services: the issue of identifying and involving innovative users, 20, 5, 288-297
    Magilio, P.P., Srinivasan, S., Kreulen, J. T. and Spohrer, J. (2006) Service Systems, Service Scientists, SSME, and Innovation, Communications of the ACM, 49(7) 81-86.
    Mazancourt, C. D., Loreau, M., and Dieckmann, U. (2005) Understanding mutualism when there is adaptation to the partner. Journal of Ecology, 93, 305-314.
    Metcalfe, J. S. and Miles, I. (2000) Innovation systems in the service economy: measurement and case study analysis, Boston, Mass. Kluwer Academic.
    Meyer, C. and Andre, S. (2007) Understanding Customer Experience, Harvard Business Review, 1, 116-126
    Otto, J. E. and Ritchie, J. R. B. (1995) Exploring the quality of the service experience: a theoretical and empirical analysis. In Bowen, D., Swartz, T. and Bowen S. (eds) Advances in Services Marketing and Management: Research and Practice Vol IV, JAI Press, CT. 37-62
    Prahalad, C. K. and Ramaswamy, V. (2004) The Future of Competition: Co-Creating Unique Value with Customers, Harvard Business School Press, Boston, Massachusetts
    Parasuraman, A., Zeithaml, A. V., and Berry, L. L. (1985) A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing, 49, 41-50
    Parasuraman, A., Zeithaml, A. V., and Berry, L. L. (1994) Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research, Journal of Marketing, 58, 111-124.
    Parasuraman, A., Zeithaml, A. V., and Malhotra, A. (2005) E-S-QUAL A Multiple-Item Scale for Assessing Electronic Service Qualty, Journal of Service Research, 7,3, 213-233
    Pfeifer, R. and Bongard, J. (2007) How the Body Shapes the Way We Think: A New
    View of Intelligence, The MIT Press. 275
    Pfeffer, J. and Gerald, R. S. (1978) The External Control of Organizations: A Resource Dependence Perspective, Harper & Row, Publishers, New York, N.Y.
    Pine, B. J. and Gilmore, H. J. (1998) Welcome To The Experience Economy, Harvard Business Review.
    Ramirez, R. (1999) Value Co-Production: Intellectual Origins and Implications For Practice and Research, Strategic Management Journal, 20:49-65.
    Roth, V. A. (2001) Seven Myths of Electronic Services, Harvard Business Review, 100 88-96.
    Roth, V. A. and Menor, L. (2003) Insight into service operations management: a research agenda. Production and Operations Management, 12, 2, 145-164.
    Rust, R and Miu, C (2006) What Academic Research Tell Us About Service, Communication of ACM, 49, 7, 49-59
    Schmenner, R. W. (1986) How can service business survive and prosper?, Sloan Management Review, 27, 3, 21-32.
    Schultz, D.E. (1996) The inevitability of integrated communications, Journal of Business
    Research, 37, 3, 139-146.
    Sampson, E. S, and Froehle, M. C. (2006) Foundations and Implications of a Proposed Unified Services Theory, Production and Operations Management, 15, 2, 329-343
    Shmitt, B. (1999) Experiential Marketing, Journal of Marketing Management, 15, 1, 53-
    67.
    Sheenhan, J. (2006) Understanding Service Sector Innovation, Communication of ACM, 49, 7, 43-53
    Simon, A. H. (1969) The Science of the Artificial (First Edition), MIT Press.
    Sousa, R. and Voss, A. C. (2006) Service Quality in Multichannel Services Employing Virtual Channels, Journal of Service Research, 8, 4, 356-371.
    Spohrer, J. and Riecken, D. (2006) Service Sciences, Communication of ACM, 49, 7 31-34.
    Spohrer, J., Maglio, P., Bailey, J., and Gruhl, D. (2007) Steps Toward a Science of Service Systems, IEEE Computer,1, 71-77.
    Svensson, G. (2006) New aspects of research into service encounters and service quality, International Journal of Service Industry Management, 17, 3, 245-257.
    Swartz, A. T., David, E. B., and Stephen, W. (1995) Advances In Services Marketing And Management Research and Practice, JAI Press Inc. London, England.
    Teas, R. K. (1994) Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment, Journal of Marketing. 58, 1, 132-139.
    Tidd, J. and Frank, M. H. (2003) Service innovation: organizational response to technological opportunities and market imperatives, London: Imperial College Press.
    Tien, J. and Berg, D. (2003) A case for service systems engineering, Journal of Systems Science and Systems Engineering,12, 1, 13-38.
    Tsai, J. R., Tung, W. F., and Yuan, S. T. (2006) Mutualism-Based Idea Management for Mobile Phone Design Service, International Conference of Information Management Research and Practice, Yunlin, Taiwan.
    Tsai, J. R. (2006) Mutualism-Based Idea Management for Mobile Phone Design Service, Master Thesis, National Chengchi University, Taiwan.
    Tsoukas, H. (1991) The Missing Link: A Transformational View of Metaphors in Organziational Science, Academy of Management review, 16, 3, 566-585.
    Tung, W. F and Yuan, S. T. (2007) iDesign: An Intelligent Design Framework for Service Innovation. In Proceedings of the 40th IEEE Hawaii International Conference on System Science, Hawaii, USA.
    Tung, W. F and Yuan, S. T. (2007) Optimization of Collaborative Service Systems Using an Experience Evaluation Model, In Proceedings of IEEE International Conference on Services Computing, Salt Lake City, USA.
    Tung, W. F., Yuan, S. T., and Wu. Y. C. (2007) Constructing Collaborative Marketplace Service System Using Intelligent Service Machine: A Case on a Service for Mediating Music Content Creation," The 6th Workshop on e-Business, International Conference on Information Systems (ICIS), Montreal, Canada.
    Tung, W. F and S. T. Yuan (2008) A Service Design Framework for Value Co-Production: Insight From Mutualism Perspective, International Journal of Systems, Cybernetics and Management Science (Kybernetes), 37, 2, 226-240
    Tung, W. F. and S. T. Yuan (2008) iDesign: intelligent design for service innovation underlying symbiosis. International Journal of Service Sciences, forthcoming.
    Yin, K. R. (1994) Case Study Research Design and Methods, Sage Publication, Inc.
    Van de Ven, A. H. Professional Science for a Professional School: Action Science and Normal Science, availabe on-line.
    Vargo, S. L. and Lusch, R. F. (2004) Evolving a Service Dominant Logic for Marketing, Journal of Marketing. 68, 1-17.
    Wu, Y. Ch., Tung, W. T., and Yuan, S. T. (2007) A Collaborative Digital Content Design Service Marketplace with a Semantic-Based Fuzzy Genetic Mechanism, 2007 Conference of Electronic Commerce and Digital Life (ECDL 2007), Taipei, Taiwan.
    Wu, Y. C. (2007) Semantic-Based Digital Content Design in Collaborative Service Marketplace, Thesis. National Chengchi University, Taiwan.
    Zeithaml A. V., Leonard, L. B., and Parasuraman, A. (1993) The Nature and Determinants of Customer Expectations of Service, Journal of the Academy of Marketing Science, 21, 1, 1-12.
    描述: 博士
    國立政治大學
    資訊管理研究所
    93356505
    96
    資料來源: http://thesis.lib.nccu.edu.tw/record/#G0093356505
    数据类型: thesis
    显示于类别:[資訊管理學系] 學位論文

    文件中的档案:

    档案 描述 大小格式浏览次数
    35650501.pdf22KbAdobe PDF2751检视/开启
    35650502.pdf13KbAdobe PDF2905检视/开启
    35650503.pdf51KbAdobe PDF2954检视/开启
    35650504.pdf28KbAdobe PDF2841检视/开启
    35650505.pdf194KbAdobe PDF21144检视/开启
    35650506.pdf75KbAdobe PDF21423检视/开启
    35650507.pdf174KbAdobe PDF21109检视/开启
    35650508.pdf183KbAdobe PDF22787检视/开启
    35650509.pdf174KbAdobe PDF21123检视/开启
    35650510.pdf405KbAdobe PDF21407检视/开启
    35650511.pdf106KbAdobe PDF2997检视/开启
    35650512.pdf300KbAdobe PDF21243检视/开启
    35650513.pdf211KbAdobe PDF21902检视/开启
    35650514.pdf240KbAdobe PDF215126检视/开启
    35650515.pdf42KbAdobe PDF2892检视/开启
    35650516.pdf24KbAdobe PDF2834检视/开启
    35650517.pdf37KbAdobe PDF22889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