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.
| Identifer | oai:union.ndltd.org:CHENGCHI/G0093356505 |
| Creators | 董惟鳳, Tung, Wei Feng |
| Publisher | 國立政治大學 |
| Source Sets | National Chengchi University Libraries |
| Language | 英文 |
| Detected Language | English |
| Type | text |
| Rights | Copyright © nccu library on behalf of the copyright holders |
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