The theoretical part is devoted to an explanation of the issue. Specifics of services are outlined as well as trends that will shape future services. A service design is presented as a main topic. Its aim is to find all customer-service "touchpoints", to discover a customer's journey through the service and, on the basis of these inputs, to innovate the service for the highest customer satisfaction and efficiency for a provider on the other hand. There are also presented arguments for the service design as well as methods how services can be improved -- "customer journey map", "personas", own experience with the service, "ethnographic research" and "webdesign". These methods are also used in a practical part. The practical use of the service design is shown on a business "Glasses home". Its focus is a sale of glasses through an e-shop bryle-domu.cz as well as through a patented self-service optician "Optiscont". Using the previously introduced methods, a survey for "Glasses home" is realised. The survey have two phases. The first phase is devoted to the testing of a service prototype, the second phase is devoted to the complex assessment of the service that has been innovated based on the first phase. The final part is devoted to interpretation of results. Based on the practical part, a "customer journey map" is compiled, including "personas" -- archetypes of service customers. The "reservoir of good will" is used to present the strengths and weaknesses of the service. Finally, recommendations for innovations are formulated. The main message is to simplify the website, to explain the "Optiscont" concept to customers at the point of sale and to focus on interconnecting all touchpoints.

隨著世界經濟的快速變遷，企業全球化已是不可不進行的企業經營走向。對於跨國科技業而言，它們在世界各地皆面臨產品同質化日趨嚴重的競爭，服務作為產品的價值延伸已經成為各企業爭取消費者的重要策略，並成為跨國科技業在當地分公司實行差異化不可或缺的工具。然而服務創新的研究時間不長，且主要集中在服務業或知識密集服務業，在台灣也有針對專業代工進行服務創新之論述，但科技業的服務創新相對而言仍屬附屬。本研究透過創新經營模式與新服務概念、新服務交付系統、新顧客介面及技術選擇的服務創新四構面之架構，並透過企業與專案層級的實例，針對跨國科技業分公司銷售策略與服務創新以質性方法與個案實例進行研究與分析。結論發現跨國科技業分公司基於服務創新的銷售策略，針對當地市場的產業特性，進行最完善的銷售，期許對跨國科技業分公司策略之擬定與服務創新之推動有所裨益，達到「以服務傳遞價值，以價值創造銷售」的主要目的。 / With the rapid change in the world, enterprise globalization is the inevitable trend. As to the transnational technology industry, the companies face to the serious product competition with the same functions. Therefore, the service providing has become the important strategy to expand product value in order to refine the sales. However, the research period in service innovation is relatively short, and also most of researches are focus on service industry and KIBS (Knowledge Intensive Business Services). In Taiwan, there are some papers mentioning the ODM and OEM service research but still belong to subsidiary. In this study, qualitative research and case study method were applied to analysis the sales strategy and service innovation of transnational enterprise by the combination of Innovation Business Model and Four Dimensions of Service Innovation. Besides, in order to collect the needed data, the data triangulation was applied in this study, including the in-depth interview and the collection of secondary data. The results shows that the sales strategy based on service innovation and local environment will precede the better sales. The findings in this study will reach the “Use service to provide value, and use value creates sales” goal.

<p>The present thesis explores the potential role and implications of technology in elderly care from the users’ perspective. This exploration is undertaken in terms of five empirical studies of a telehealth project and a meta-analysis of their contributions. An important insight emerging from this work is the need to rethink the human subject as a body, rather than as a mere mind using technology. The thesis draws on phenomenology to reconceptualize the user of technology, and on this basis, to theorize about the potential role and implications of technology in care. It concludes that, in combination with humans that integrate technology with their other sensory and emotional capacities, technology can produce affect. The findings indicate that technology can contribute to senior citizens feeling safe, cared for and thereby less isolated. The findings further demonstrate that, because of the perceptual capacity gained from technology, the care workers become aware of new health problems that urgently call for their sensory and emotional responsiveness.</p><p>On this ground, the thesis challenges the determinist view that technology threatens the essentially ‘human’ aspect; rather, it concludes that feeling and other bodily resources are fundamental in the use of technology. Indeed, technology activates such ‘human’ capabilities.</p><p>Hence, technology plays a role as a complement for rather than as a replacement of care workers. It increases their work burden by informing them about new needs. This may improve care quality but at an increased cost, which is relevant from a practical perspective. At a more general level, the thesis challenges the dualist legacies in mainstream management research that have sought to divorce mind form body, nature from culture and reason from emotion. It can therefore contribute to broader theoretical developments and fuel existing debates beyond the care setting.</p>

Hårdare kundkrav, utveckling av informations- och kommunikationsteknologi, samt ökad miljömedvetenhet driver tillverkande företag att tjänsteorientera verksamheten och strategier. Istället för att enbart leverera fysiska produkter strävar företag att utveckla bredare och konkurrenskraftiga erbjudanden. En strategi för att hantera hårdare omvärldskrav är utveckling av funktionsförsäljning som också är förknippat med begrepp som dematerialisering och service innovation.Funktionsförsäljning bygger på idén att företaget, genom att sälja funktioner, bestående av produkter, tjänster, information och kompetens, kanöka kundvärdet, öka företagets konkurrenskraft och skapa förutsättningar för miljöanpassade cirkulära produktionssystem. Det är en strategi som syftar till att förbättra såväl företagets externa som interna effektivitet. Forskare och praktiker har uppmärksammat den logiska grunden för funktionsförsäljning som affärs- och miljöstrategi. Få har emellertidstuderat vilka hinder som är förknippade med utveckling av denna strategi i produktorienterade företag i praktiken. Denna avhandling behandlar både logiken och de strukturella hinder som är förknippade med utveckling och implementering av funktionsförsäljning i produktorienterade företag.Dessutom uppmärksammas vilka stödjande strukturer som är nödvändiga för att strategin skall kunna realiseras. Avhandlingen vänder sig såväl tillakademiker som praktiker intresserade av affärsutveckling och affärs- och miljöstrategisk förändring och syftar i grunden till att skapa ökadförståelse för förnyelse och utveckling i företag och organisationer. / <p>Diss. Stockholm : Handelshögskolan, 2004</p>

The present thesis explores the potential role and implications of technology in elderly care from the users’ perspective. This exploration is undertaken in terms of five empirical studies of a telehealth project and a meta-analysis of their contributions. An important insight emerging from this work is the need to rethink the human subject as a body, rather than as a mere mind using technology. The thesis draws on phenomenology to reconceptualize the user of technology, and on this basis, to theorize about the potential role and implications of technology in care. It concludes that, in combination with humans that integrate technology with their other sensory and emotional capacities, technology can produce affect. The findings indicate that technology can contribute to senior citizens feeling safe, cared for and thereby less isolated. The findings further demonstrate that, because of the perceptual capacity gained from technology, the care workers become aware of new health problems that urgently call for their sensory and emotional responsiveness. On this ground, the thesis challenges the determinist view that technology threatens the essentially ‘human’ aspect; rather, it concludes that feeling and other bodily resources are fundamental in the use of technology. Indeed, technology activates such ‘human’ capabilities. Hence, technology plays a role as a complement for rather than as a replacement of care workers. It increases their work burden by informing them about new needs. This may improve care quality but at an increased cost, which is relevant from a practical perspective. At a more general level, the thesis challenges the dualist legacies in mainstream management research that have sought to divorce mind form body, nature from culture and reason from emotion. It can therefore contribute to broader theoretical developments and fuel existing debates beyond the care setting.

在大中華地區，與親朋好友至實體店面KTV唱歌是極為常見的娛樂方式，但近年來至外地念書以及至外地工作的情形屢見不鮮，因此要與親友齊聚一堂、共同歡唱實屬不易。本研究的目的乃是要提出一種創新服務的經營模式，藉由現有攝影、投影和軟體技術的組合與改良，搭配空間情境的塑造，打破地域的限制，滿足不同地區親友與網友跨地域聚會歡唱的需求。 為了找出可行的商業模式，本研究透過實地訪查臺北、北京、深圳以及雲南等地的實體店面KTV，以比較各地經營模式與服務內容的差異性；並透過實際嘗試使用線上KTV網站，以了解目前線上KTV的營運模式與優缺點；更透過訪談各類潛在消費者以及問卷調查與分析，來確認目標客群並評估目標市場的大小。本研究從調查中發現，此種跨域實境的服務除了可以滿足各地親友互相聯繫的需求外，還可滿足商業溝通、愛唱歌者媒合以及陌生網友聯誼等需求。本研究針對這四種需求的目標客群，設計不同的行銷計畫與收費方式，並提出階段性的事業發展計畫。 / In the Greater China region, singing at KTV with friends and family members is a very common entertainment. Studying and working outside the hometown has become very popular recently, so if you want to sing and gather with family and friends it may be quite difficult. The purpose of this study is to propose an innovative service business model, by combining and improving the existing photography, projection and software technology. The purpose will be achieved by shaping space scenarios, creating innovative goods and services that can break the geographical restrictions, and will give people opportunity to gather together. In order to find the viable business model, in this study I will compare differences between business model and services in KTVs in Taipei, Beijing, Guangzhou and Yunnan. I will try to use the online KTV site to learn the operating mode, pros and cons of online KTV, interview potential consumers, use the questionnaire survey, and then evaluate the size of the target market, identifying target customers and a viable business model. After being verified and amended repeatedly, this service will not only satisfy the demand of those, who want to gather with relatives and friends, but will also satisfy the demand of commercial communication, matching the people who love singing, and will also satisfy the activities of unfamiliar netizens. In this study, according to the demand for these four target customers, different marketing plans and charging methods will be designed, and phased development plan will be proposed.

由於社會環境的急劇變遷，公部門扮演之角色，不若往昔僅僅處於被動服務態勢，主動出擊已成為必要作為。且地方政府各項服務措施與人民日常洽公辦理之事務息息相關，因此為了符合民眾期待進而感動民眾，各地方政府不僅意識到「服務」與「創新」的重要性，也不斷地藉由各類創新以及便民措施的精進，來提高民眾對於政府的信賴，「服務創新」因而成為地方政府展現積極作為的一個代表性象徵。 而政府資源「取之於民，用之於民」，任何政策的推動不應因為大部份民眾的漠視與無考量成本與公共利益的旨向，而貿然推動缺乏照顧弱勢的福利政策。故本文以服務創新文獻以及政策評估之相關理論為基礎，評估新北市政府於102年推動「跨區服務」政策產生之副作用為何，藉以提出短、中長期之政策建議。採用之評估模型則以Vedung之副作用模型(side-effect model)為基礎，結合Dunn所提出之評估的標準形式，即效能性、效率性、充分性、公平性、回應性、適當性等面向，從政策規劃端、政策執行端與政策接收端（含受益者與其利害關係人）三類別為分析面向，從深度訪談與描述性統計角度，探討該政策在人力、成本與服務上所產生之可預期與非預期之副作用。 / Due to rapid change of social environment, the public sector no longer plays a passive role in service delivery. It is essential for it to take a more active role. It is especially true for local governments, as their functions are closely related to the people’s daily lives. In order to meet the expectations of the people and get them moved, various local governments are not only aware of the importance of "service" and "innovation", but also continue to formulate various innovation and convenience measures to enhance the people's trust to the government. "Service innovation" has become a symbol to show an activism of local governments. Government resources come from the people, so they should be used for the people. We should not take no account of cost and public interest in figuring out a welfare policy for the disadvantaged. Therefore, this thesis makes use of the literature of service innovation and the theory of policy evaluation to assess the side effects generated by the "cross-district service" policy initiated by the New Taipei City Government in 2013, in order to suggest some short-, medium- and long-term recommendations. The evaluation model this thesis adopts is based on Vedung’s side effects model accompanied with Dunn’s evaluation criteria: effectiveness, efficiency, adequacy, fairness, responsiveness and appropriateness. The analytical dimensions are composed of the points of policy planning, policy implementation and policy receiving (including beneficiaries and other stakeholders). Through in-depth interviews along with descriptive statistical analysis, it explores anticipated and unanticipated side effects of the policy generated in terms of manpower, cost and service.

不動產產業近年來持續蓬勃發展，關於不動產相關的服務，亦成為各家不動產同行的兵家必爭之地。如何以好的服務創新，激發潛在買家對於特定建案的興趣，進而促成交易，帶動不動產業者之營運績效，可謂本研究之一大要點。 　　而資訊科技的日新月異，更是服務創新之一大契機。過去的不動產服務，往往必須以實體界面提供；然而，若是透過資訊平台進行服務提供，那可望有機會提供更完整且更加及時的服務，而且伴隨網際網路的威力，可以讓服務更加無所不在。每年我國不動產成交數量成千上萬，但是仿間資訊並不一定能完全滿足需要，買家和賣家之間存在資訊不對稱，是故，利用資訊系統進行服務創新降低資訊不對稱極具商機。 　　本研究透過學者邱志聖於2001年所提出的策略4C理論架構，使用V公司作為個案研究的案例，探討不動產產業利用網際網路提供服務創新的議題，希望能對不動產產業之產學界有所助益。 / Real estate industry continues to flourish in recent years, and services related to real estate industry have also become a battleground of firms in that industry. How to utilize better service innovation to inspire potential buyers' interest in specific building cases, to prompt trading, and to boost operating performance of those industries are all major points in this study. 　　The rapid changes in information technology can also be regarded as one of the great opportunity for service innovation. In the past, the real estate services often base on physical interface; however, through the information platform, it is more likely to provide a more timely service.Moreover, the power of the Internet has made service more ubiquitous. The volume of China's real estate transactions mounts tens of thousands each year, but the information in the market place does not fully meet the needs. Information asymmetry exists between buyers and sellers, therefore,using of information system to improve services innovation and to reduce information asymmetry can be regarded as a profitable niche. 　　This study, through the strategy 4C theoretical framework proposed by a scholar Jyh-Shen Chiou in 2001, using V Company as a case study, explores the issue of real estate industry's usage of the Internet to provide service innovation, in hopes that the results will be helpful for the real estate industry and the academia.

面臨來自中國、越南廉價鞋品及國外鞋品業者高品牌知名度的威脅，台灣的鞋品零售業者除了在品質上力求精進外，開始逐漸轉型走向OBM（Original Brand Manufacture），企圖尋找相關的策略來因應來自國外的競爭。而在企業經營中，新產品開發的成功代表著獲利來源及取得競爭優勢的要項。鞋品零售產業屬於流行時尚業的一環，面對消費者快速多變、個性化的需求，如何從市場調查中精準的掌握消費者流行喜好及潛在需求，是業者進行鞋品開發時的一大考驗。 本研究採個案研究法，首先針對鞋品零售產業之經營環境進行檢視，並透過訪談與實地觀察，分析位於該產業龍頭的個案公司是如何透過導入門市服務創新—「鞋品e學專家服務系統」來精確掌握消費者需求變動，協助開發符合消費者需求之鞋品。本研究從兩個面向進行探討，其一先針對個案公司既有之新產品開發模式進行分析，接著探討導入服務創新後的新產品開發模式，並將兩模式進行比較，討論其中相異之處。最後，透過導入服務創新後之個案公司績效，以瞭解該模式所帶來之效益。 本研究期望探討個案公司係如何透過提供服務創新來改善其新產品開發模式，並提出一概念模式給台灣的業者參考。透過該模式，除了加強對消費者需求的掌握度外，更期許業者能瞭解如何提升鞋品的附加價值及經營績效，進而轉型至服務型精緻鞋業，提高國內鞋品零售廠商的競爭優勢。 / Nowadays, the Taiwanese footwear retail industry is facing two direct challenges: the low price footwear imported by Chinese and Vietnamese competitors, and also the dominant branding and marketing power of American and European leading players. In order to stay in the game, besides continuing improve the quality of footwear, the Taiwanese footwear retailers also starting to engaged with the strategy of OBM(Original Brand Manufacture), hoping to confront with the oversea competitors. On the other hand, a successful New Product Development(NPD) means the potential of gaining revenue and acquiring competition advantages. As one members of the fashion industry, the footwear retail industry also facing the rapid change in consumer demand, how to accurately grasp the needs and potential demand from the market remains a difficult task for all retailers. This thesis uses Case Study method. Firstly, the thesis surveyed the business environment of the footwear industry. Secondly, through interviews and field observations, the thesis analyzed the case company, to see how the company accurately grasps the demand of consumers by importing an innovative service system- Footwear E Expert Service System, and examined how this system helps the company to improve the NPD process. The analysis is divided into two aspects. One is the analysis of the traditional NPD model; another part is the analysis of the new NPD model after importing the new innovative service. Then these two models would be compared and discussed. Finally, the thesis analyzed the performance of the case company after the implementation of the system. The goal of this thesis is to examine how the case company improves its NPD model by importing the new service system, and hoping to provide a novel concept for the Taiwanese footwear retailers. In addition to NPD, this study also provides an example of enterprise transformation for the retailers from the traditional service model to tailor-made service model, and allows them to understand how to increase the added value and operating performance through the implementation of innovative service.

隨著科技的快速變化，企業為了生存，除了產品，也應在服務上進行革命。服務創新成為每個企業都希望擁有的能力，然而，想像和現實是有差距的，大多數的企業因為環境因素而缺乏資源，但仍不得不去進行服務創新，這樣強求的結果通常是失敗的。本研究欲開發一個互動的雛型工具，提前建立服務創新雛形，幫助企業避免投資風險。但由於服務是無形的，所以這項工具想利用故事的方式闡述服務。對於企業需要的獨特的服務或產品，我們利用服務意象的主要概念，在故事中進行表達。在這項研究中，意象代表的是企業對其服務或產品的態度，目的是，企業可以測試自己的意象，並通過互動式雛型建置的過程中，令企業獲得新的服務創新靈感。 / Along the fast changes in technology, business should revolute not only products but also services to survive. Service innovation becomes a popular competence that every business wants to have. However, there are the gap between intentions and results. Most of business are lack of resources but forced to do service innovation because of environment factors. The result usually is a failure. This research wants to develop an interactive prototyping tool to help business avoid the risk of investing on innovation by creating their service prototypes in advance. A service is always intangible and this prototyping tool would elaborate the prototype contents in a storytelling way. For business needing unique services or products, we adopt service image as the main concept in constructing the story prototype. In this research, an image represents the attitude of business toward its services or products. The goal of this research is that business can test its image and get new inspiration through the interactive prototyping process.