政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/152509
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 113648/144635 (79%)
Visitors : 51641139      Online Users : 540
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
    •  Adv. Search
    Home ‧ Login ‧ Upload ‧ Help ‧ About ‧ Administer Goto mobile version


    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/152509


    Title: 室內設計業顧客旅程營運策略之研究－以某個案公司為例
    The Study of Customer-Journey Operation Strategy for the Interior-Design Industry –Base on a Case
    Authors: 陳淑君
    Chen, Jubilee
    Contributors: 洪為璽
    季延平
    陳淑君
    Chen, Jubilee
    Keywords: 室內設計業
    顧客旅程
    營運策略
    Interior-Design Industry
    Customer-Journey
    Operation Strategy
    Date: 2024
    Issue Date: 2024-08-05 12:34:01 (UTC+8)
    Abstract: 隨著顧客至上的理念扶搖直上地發展，且室內設計業正面臨環境變化所致的影響與各階段因素之挑戰，業者發現如何讓顧客在室內設計整個旅程都感到滿意，乃當前室內設計業必須著重的議題。因此，室內設計業者如何在顧客旅程中，如何讓顧客體驗滿意，以促口碑與市場的開拓。然而，對於上述之顧客旅程營運策略的擬定，不僅需考量產業外部環境的變化，更要探討企業內部的資源能力，才能永續成長，並期對業界實務與學界探討有所貢獻，即本文之研究緒論。
    所以，本研究不僅從研究主體之顧客行為與所需服務、研究主題之顧客旅程與執行思維之營運策略等三方面，進行文獻探討，以奠立分析基礎。除此，本研究為求取深入掌握，乃採取個案研究，並以室內設計業為自變項與顧客旅程營運策略為應變項之研究結構，進行質性研究。對於本個案之分析，從個案公司所屬產業、個案公司的沿革成長、與目前對顧客服務現況等三方向進行分析，以萃取重要的關鍵要素，而益於個案公司的在顧客旅程營運策略之制定，以促進其營運成長。
    最後，本研究亦提出結論，個案公司在經營能力乃完善且具創意，並可從問題識別階段、方案評估階段、購後行為階段分段實施策略，乃個案公司當前推動顧客旅程之營運主軸。並且，建議個案公司多加著力科技運用，如以虛擬實境或人工智慧，以增強顧客旅程之顧客體驗，而提升整體的設計效率。對於未來研究建議可從1.研究資料的增加2.研究方法的改變3.研究方向的拓展投入。
    The background of the study: To satisfy customers’ need is a very important factor in the interior-design industry. How to satisfy customers’ need for the industry? To promote the customers’ experiences of customer-journey is the most important key in the interior-design industry. Therefore, we started the study. The study invested in literature review: the behavior & service of the customer, Customer-Journey, marketing strategies. After the literature review, the study used the case study & qualitative research to analyze the Interior-Design Industry & current situation & Customer-Journey practice of the case.
    After completing this study, the following conclusions: The case had creative design ability , and it would invest kinds of strategies in each stage, then the ways could help the customer-journey of the case. The following suggestions: To use technology widely, such as VR, AI etc., the technologic ways could help customers’ experiences in the customer-journey of the case. Suggestions for future research: 1. To increase of research data; 2. To improvement of research methods; 3. To expansion of research direction.
    Reference: 中文部分
    1. 蔡宜安，台灣室內設計的裝修與軟裝：發展趨勢、差異、及未來展望，財團法人正修教育基金會，2023年。
    2. 王稚云，室內設計服務採購之消費者決策探討-以大台北地區為例，國立臺灣師範大學/藝術學院/設計研究所在職進修碩士論文，2012年。
    3. 楊國樞、文崇一、吳聰賢、李亦園，「社會及行為科學研究方法」,東華出版社，1991年。
    4. 吳琮璠，資訊管理個案研究方法，資訊管理學報4 卷1 期：07-17頁，1997年。
    5. 邢焱、易明兰、景静、王欢、曹雷，践行：客户体验管理知行合一，企业管理出版社，2022年。
    6. 劉勝強，顧客旅程：以顧客為中心的作戰地圖，人民郵電出版社，2023年。
    7. 邱伊嫻，室內設計公司服務品質對顧客忠誠度之影響研究-以台北市住宅設計案為例，中原大學/設計學院/室內設計研究所碩士論文，2021年。
    8. 薛婷云，居家室內設計業務之溝通力探討，國立臺北科技大學/設計學院/創新設計研究所/碩士，2012年。
    英文部分
    1. Simon Clatworthy, The Experience-Centric Organization: How to Win Through Customer Experience, O'Reilly Media, 2019.
    2. Valarie A. Zeithaml, Mary Jo Bitner, Dwayne Gremler, Services Marketing: Integrating Customer Focus Across the Firm 7th Edition, McGraw Hill, 2017.
    3. M.J.Bitner, A. L. Ostrom, and F. N. Morgan,“Service Blueprinting: A Practical Technique for Service Innovation," California Management Review 50(Spring 2008),pp.66-94.
    4. Mercer Smith, June 23, 2023, 107 Customer Service Statistics and Facts You Shouldn't Ignore, www.helpscout.net/75-customer-service-facts-quotes-statistics/.
    5. J. Kingman-Brundage, “The ABCs of Service System Blueprinting: Designing a Winning Service Strategy,” In: M. Bitner and L. Crosby, Eds., AMA, Chicago, 1989, pp. 30-33.
    6. M.J.Bitner, A. L. Ostrom, and F. N. Morgan,“Service Blueprinting: A Practical Technique for Service Innovation,”California Management Review 50(Spring 2008),pp.66-94.
    7. Philip Kotler, Kevin Keller， Alexander Chernev, Marketing Management 16th Edition, Generic, 2022。
    8. Bernd H. Schmitt, Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers, John Wiley & Sons, 2003.
    9. Kahneman, D. (2000). Evaluation by moments: Past and future. In D. Kahneman & A. Tversky (Eds.), Choices, values and frames (pp. 693-708). New York : Cambridge University Press and the Russell Sage Foundation.
    10. Nicholas Webb, What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint, AMACOM, 2022.
    11. “Zero Moment of Truth(ZMOT)，”Think With Google(blog)，www.thinkwithGoogle.com/collections/zero–moment–truth.html。
    12. Michael A. Hitt, R. DuaneIreland, & Robert E. Hoskisson, Strategic Management：Concepts and Cases: Competitiveness and Globalization，Cengage Learning; 13th edition, 2019.
    13. 3.Galbraith， J. R.， and R. K. Kazanjian， Strategy Implementation: The Role of Structure and Process， 2nd ed.， St. Paul， MN， West Publishing， 1986.
    14. Porter, M., Competitive Advantage: Creating and Sustaining Superior Performance; and Competitive Strategy: Techniques for Analyzing Industries and Competitors. Free Press, New York,1980.
    15. Porter,M.E.,Competitive Advantage. Creating and Sustaining Superior Performance. Free Press, New York, page557, 1985.
    16. Porter, M.,The Competitive Advantage of Nations. Free Press, New York,1990.
    網路部分
    1. 大岳設計．凱奕創意,20240331查詢所得https://www.keacg.com/
    2. 谷思空間,探索2024年的室內設計趨勢，20231115查詢所得https://vocus.cc/article/654b3f76fd8978000167ebd3
    3. 維基百科，自由的百科全書 (wikipedia.org) ,20240428查詢所得https://zh.wikipedia.org/zh-tw/%E5%AE%A4%E5%86%85%E8%AE%BE%E8%AE%A1
    4. 天下雜誌188期,吳怡靜,20240408查詢所得https://www.cw.com.tw/article/5050626?from=search
    5. 什麼是策略？對策略的六個重要認知,游舒帆,20240410查詢所得,bizthinking.com.tw
    6. 遠見好讀,（本文摘自《不會表達，你的努力一文不值》）,李文勇,20240410查詢所得https://www.gvm.com.tw/article/84966
    7. 什麼是策略實施？策略實施的 6 個關鍵步驟Team Asana,20240410查詢所得,https://asana.com/zh-tw/resources/strategy-implementation
    8. 及俬設計20240416查詢所得, https://js-space.com/
    9. 長寬高空間設計20240420查詢所得,https://www.lwhdesign.com/tips/363-process
    Description: 碩士
    國立政治大學
    經營管理碩士學程(EMBA)
    106932102
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0106932102
    Data Type: thesis
    Appears in Collections:[Executive Master of Business Administration] Theses

    Files in This Item:

    File Description SizeFormat
    210201.pdf1951KbAdobe PDF0View/Open


    All items in 政大典藏 are protected by copyright, with all rights reserved.


    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 ©   - Feedback