The service industry has become a major industrial sector in Taiwan. Service industry has some unique characteristics such as intangibility, perishability, heterogeneity, inseparably. These characteristics make it difficult for a service to be mass-produced, have consistent quality control, or have patent protection. In response to this kind of competitive environment, enterprises need rapid service innovation to enhance their value. Therefore, service innovation and service design are more and more important.
The service blueprint is a tool for service process design. It can specify how service is provided, and support service process analysis. However, there is no generally accepted practice and software for designing service blueprints. This has hindered the enhancement of service productivity. In this these, we define requirements for service blueprints and develop a system prototype to show the feasibility of such as system. The service blueprint system can help visualize service process and identify potential fail points and innovation opportunities. It can be used by service companies to communicate service design with the staff, and find alternatives to eliminate service gaps.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0829112-104234 |
| Date | 29 August 2012 |
| Creators | Wang, Yu-Wen |
| Contributors | Deng-Neng Chen, Ting-Peng Liang, Shih-Chieh Hsu |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0829112-104234 |
| Rights | user_define, Copyright information available at source archive |
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