| dc.contributor.advisor | 洪為璽<br>季延平 | zh_TW |
| dc.contributor.author (Authors) | 嚴立 | zh_TW |
| dc.contributor.author (Authors) | Yen, Li | en_US |
| dc.creator (作者) | 嚴立 | zh_TW |
| dc.creator (作者) | Yen, Li | en_US |
| dc.date (日期) | 2019 | en_US |
| dc.date.accessioned | 6-Nov-2019 15:32:11 (UTC+8) | - |
| dc.date.available | 6-Nov-2019 15:32:11 (UTC+8) | - |
| dc.date.issued (上傳時間) | 6-Nov-2019 15:32:11 (UTC+8) | - |
| dc.identifier (Other Identifiers) | G0106363086 | en_US |
| dc.identifier.uri (URI) | http://nccur.lib.nccu.edu.tw/handle/140.119/127237 | - |
| dc.description (描述) | 碩士 | zh_TW |
| dc.description (描述) | 國立政治大學 | zh_TW |
| dc.description (描述) | 企業管理研究所(MBA學位學程) | zh_TW |
| dc.description (描述) | 106363086 | zh_TW |
| dc.description.abstract (摘要) | 近年來無人商店在全世界便掀起了一波浪潮，雖然無人商店創造了良好的消費體驗，但其科技應用組合複雜，且代表性案例及相關研究尚少，企業打造無人商店時該應用何種的科技組合以達目的便成了一大課題。 本研究之目的便是透過成熟度模型，建構商店無人化科技應用的具體途徑，使企業在打造無人商店時對於科技應用有一條清楚的道路可以參考。本研究採用文獻分析法，蒐集包含台灣超商龍頭、無人商店先驅等十個超商及超市的代表性案例，並以四大科技應用構面－消費者身份辨識、商品辨識與結帳、數據蒐集與分析、商店日常維運，闡述各案例在無人化時的科技應用樣貌，以歸納無人化程度不同的商店在科技應用上的差異。而後，依據上述案例資料統整四大科技應用構面之發展現況及未來方向，並作為建立成熟度模型的依據。最後，統合上述兩者建立無人化科技應用程度由低至高之成熟度模型，並包含各成熟度階層之科技應用樣貌與通往下一階層之方式。 本研究結果將商店無人化科技應用成熟度劃分為Level 0至Level 4的五個階層，其中Level 0在商店營運流程中完全依賴人力；Level 1在營運上雖主要仍依賴人力，但導入POS、會員制度等科技減輕店員負擔；Level 2則在大部分營運環節達到無人化，但因AI及演算法不成熟導致消費流程及數據分析仍有不足；Level 3在AI及演算法等科技已達成熟，消費流程也鮮有錯誤發生，但在日常維運如補貨上架仍須依賴人力；Level 4則除了在各項科技及流程爐火純青外，更達到上架補貨無人化，進而使商店所有營運完全無人化。 從研究結果發現商店無人化的過程中，通往下一階層需具備特定的條件，如較低階層的關鍵為消費者身份辨識，而高階層則為AI及演算法等科技，本研究之模型可以幫助企業檢視所需補強的科技，避免無效科技應用的發生。 | zh_TW |
| dc.description.abstract (摘要) | Unmanned stores have been a trend in the world in recent years. Although it creates great consumer experience, the approaches of integrating technologies are dynamic, and there are few successful cases and related research. What kind of technologies should be used when enterprises build unmanned stores in different circumstances has become a research topic. The purpose of this research is to develop a maturity model of unmanned store technologies application as well as building a path way in the model. So, enterprises can have a clear reference when building unmanned stores. This study adopted qualitative analysis approach and collected successful cases of ten convenient stores and supermarkets including Taiwan`s convenient stores leader and unmanned stores pioneers, and clarifies the applications of technologies in the unmanned case by using four technologies applications facets: 1.Consumer Identification, 2.Product Identification and Checkout, 3.Data Collection and Analysis, and 4.Daily Maintenance, to summarize the differences in the applications of technology with different degrees of unmannedness. Then, the four technologies applications facets as shown above were used as the basis for establishing the maturity model. Finally, we established a low-to-high maturity model of unmanned stores technologies application, including the descriptions of the companies in each level and the way to the next level. The results of this research divide the maturity model into five levels from Level 0 to Level 4. The company in Level 0 relies on manpower in the store operation process entirely; The company in Level 1 still relies on manpower in its operation, but imports technology such as POS and membership system to reduce the loading of clerks; The company in Level 2 becomes unmanned in most of the operations, but the consumption process and data analysis are still insufficient due to the immature of AI and algorithm; The company in Level 3 has matured AI and smart algorithm. There are only few mistakes in the operation process, but in daily maintenance, such as replenishment, is still based on manpower; The company in Level 4 is not only high degree mature in technologies and process, but also achieves unmanned in daily maintenance, thus making the store fully operational unmanned. The results of this research found that in the process of unmanned stores maturity model, specific conditions are required for the next level. For example, the company in Level 0 and Level 1 required the adoption of consumer identification technologies to promote to the next level , while the company in Level 2 and Level 3 required more mature AI and algorithm to do so. The maturity model of this research can help enterprises view the technologies needs to reinforce and avoid the inefficiency of technologies applications. | en_US |
| dc.description.tableofcontents | 摘要 IAbstract II目錄 IV第一章 緒論 1第一節 研究背景 1第二節 研究動機與目的 2第三節 研究流程 4第二章 文獻探討 5第一節 無人商店 5一、 零售商店之定義 5二、 超市之定義 7三、 便利商店之定義 7四、 自動服務技術之定義 8五、 無人商店之定義 9六、 無人商店之科技應用 10七、 無人商店之模式 14第二節 成熟度模型 16一、 成熟度模型之定義 16二、 CMM成熟度模型 17三、 IT/Business Alignment成熟度模型 21第三章 研究設計與方法 22第一節 研究設計 22第二節 文獻分析法 24第四章 研究結果與發現 25第一節 零售商店無人化科技應用比較 25一、 傳統雜貨店－信德商行 25二、 小北百貨 27三、 統一超商 29四、 全家便利商店 31五、 統一超商無人商店－X Store 35六、 繽果盒子 39七、 函數空間Fxbox 41八、 Amazon Go 43九、 京東X無人超市 46十、 阿里巴巴淘咖啡 49第二節 無人化科技應用成熟度與發展現況 52一、 消費者身分辨識 52二、 商品辨識與結帳 53三、 數據蒐集與分析 54四、 商店日常維運 55第三節 無人商店科技應用成熟度模型建立 56一、 Level 0 56二、 Level 1 57三、 Level 2 59四、 Level 3 60五、 Level 4 61第五章 結論與建議 63第一節 研究結論 63第二節 研究貢獻 66第三節 研究限制與未來建議 67參考文獻 69 | zh_TW |
| dc.format.extent | 1281446 bytes | - |
| dc.format.mimetype | application/pdf | - |
| dc.source.uri (資料來源) | http://thesis.lib.nccu.edu.tw/record/#G0106363086 | en_US |
| dc.subject (關鍵詞) | 零售商店 | zh_TW |
| dc.subject (關鍵詞) | 無人商店 | zh_TW |
| dc.subject (關鍵詞) | 成熟度模型 | zh_TW |
| dc.subject (關鍵詞) | 科技應用 | zh_TW |
| dc.subject (關鍵詞) | Retail store | en_US |
| dc.subject (關鍵詞) | Unmanned store | en_US |
| dc.subject (關鍵詞) | Maturity model | en_US |
| dc.subject (關鍵詞) | Technologies aplications | en_US |
| dc.title (題名) | 無人商店技術及應用之成熟度研究 | zh_TW |
| dc.title (題名) | Study of maturity model of unmanned store technologies | en_US |
| dc.type (資料類型) | thesis | en_US |
| dc.relation.reference (參考文獻) | 中文文獻36氪(2017)。馬雲也開了一家無人超市：「我們的方式比 Amazon 更省錢啦，他們茶葉蛋要賣三千才會回本！」。科技報橘。檢自 https://buzzorange.com/techorange/2017/07/11/taocafe/7-ELEVEN(2019)。7-ELEVEN未來超商X門市網站。檢自 https://www.7-11.com.tw/XSTORE/E26創客空間(2018)。無人超市“函數空間”24小時全面開通。搜狐網。檢自 https://www.sohu.com/a/225516206_100082565Ettoday新聞雲(2019)。全家便利商店條碼藏折扣！鮮食效期7小時前「會自動打7折」。Ettoday新聞雲。檢自 https://www.ettoday.net/news/20190522/1450135.htmFX函數空間(2019)。FX函數空間網站。檢自 http://home.fastxbox.com/HBM(2019)。秤重感測器如何工作？。HBM。檢自https://www.hbm.com/tw/6768/what-is-a-load-cell-and-how-does-a-load-cell-work/Ives Duran(2017)。通過專利揭秘“繽果盒子”無人看守的原因。RFID世界網。檢自 https://www.sohu.com/a/156312306_221481小北百貨(2019)。小北百貨網站。檢自https://www.showba.com.tw/customPage_page?id=2&menuid=6&type=2工業技術研究院(2014)。智慧化自助結帳櫃台。工業技術研究院。檢自https://www.itri.org.tw/chi/Content/MSGPic01/contents.aspx?&SiteID=1&MmmID=620624055077076070&CatID=745127202261711011&MSID=744737722400452764中國品牌總網(2017)。無人便利店繽果盒子購物全流程 以後想開小店都沒機會了。中國品牌總網。檢自 http://news.ppzw.com/article_show_223293.html方明(2018)。7-ELEVEN秘密武器現身，「X-STORE」無人商店亮相。工商時報。檢自 https://www.chinatimes.com/realtimenews/20180129001914-260410?chdtv王志鈞(2018)。無人商店來了 智慧新零售時代來臨。工研院工業技術與資訊月刊。檢自 https://www.itri.org.tw/chi/Content/Publications/contents.aspx?SiteID=1&MmmID=2000&MSid=1000606114562464066石亞瓊(2018)。【新科技創業2018Q1】 fxBox函數空間：已部署1000家智能店面，日流水超300萬。搜狐網。檢自 https://36kr.com/p/5129955全家便利商店A(2019)。全家FamiClub網站。檢自 https://www.family.com.tw/marketing/famiclub/全家便利商店B(2019)。全家便利商店2018年年報。全家便利商店。檢自https://www.family.com.tw/Web_EnterPrise/PDFWebShow.ashx?Lagu=0&ID=201933全家便利商店C(2019)。全家便利商店企業網站。檢自https://www.family.com.tw/Web_EnterPrise/page/index.aspx艾媒諮詢(2017)。2017年中國無人零售商店專題研究報告。艾媒諮詢。檢自 https://www.iimedia.cn/c400/52970.html余至浩(2018)。深度直擊全球Amazon首家無人商店，Amazon Go維運關鍵大公開。iThome。檢自 https://www.ithome.com.tw/news/124133吳元熙(2017)。【杭州現場】無人零售店「淘咖啡」首度亮相，阿里巴巴：我們想讓線下零售業刺激一點。數位時代。檢自 https://www.bnext.com.tw/article/45277/taobao-showed-no-cashier-store-taocafe-to-make-the-offline-retailer-more-exciting吳娮翎(2019)。統一超商連年成長 會員人數挑戰6百萬人。中時電子報。檢自 https://www.chinatimes.com/realtimenews/20190319003112-260405?chdtv宋健生(2019)。小北百貨衝500店 規劃上市櫃。經濟日報。檢自 https://money.udn.com/money/story/5612/3773394京東(2019)。京東X官方網站。檢自https://x.jdwl.com/unmannedSupermarket/index周華泰、杜富燕(1997)。零售管理。台灣：華泰書局。林文彬(2006)。POS讓全家便利商店賺「服務」的錢。iThome。檢自 https://www.ithome.com.tw/node/38483林佩運(2014)。臺灣便利商店的空間分布和群聚結構。未出版之碩士論文。國立政治大學社會學研究所，台北市。林萬青(2008) 。遷臺後中華民國紅十字會總會領導之研究。未出版之碩士論文。臺灣師範大學政治學研究所，台北市。虎嗅App(2017)。探營京東X無人超市 多圖揭秘暗藏的最新黑科技。搜狐網。檢自 http://www.ebrun.com/20171017/250104.shtml邱婉婷(1997)。生活世界與消費體驗－以台灣雜貨店、便利商店為探討對象。未出版之碩士論文。中原大學室內設計研究所，桃園市。品玩(2018)。去 Amazon Go「偷」瓶礦泉水，登出付款帳戶後走出店門會發生什麼事？。科技報橘。檢自 https://buzzorange.com/techorange/2018/10/26/i-steal-an-energy-bar-from-amazon-go/姚霞芬(2018)。實現「拿了就走」的無人商店新體驗。工業技術研究院。檢自 https://www.itri.org.tw/chi/Content/Publications/contents.aspx?SiteID=1&MmmID=2000&MSid=1000606114326366237帝商科技(2018)。新零售-電子貨架標籤ESL。帝商科技。檢自 https://www.regalscan.com.tw/solutionsdetail.php?documenttypeid=0ohpff3ylsfbrexx&documentid=0p3eu45jvhibqcr3洪雅筠、藍立晴(2018)。【無人商店殘酷擂台】小7 X-Store優缺點 一次分析給你看！。CNEWS匯流新聞網。檢自 https://cnews.com.tw/cnews-7-11-x-store-02/洪榮志(2019)。屹立75年 老雜貨店寫傳奇。中時電子報。檢自 https://www.chinatimes.com/newspapers/20140303000458-260107?chdtv科技快報(2017)。繽果盒子引領商業模式變革，數據能力是關鍵。科技快報。檢自 http://tech.ifeng.com/a/20171201/44786681_0.shtml風華國際顧問公司(2019)。何謂Kiosk。風華國際顧問公司。檢自 http://www.webkiosk.com.tw/kiosk_intro_01.asp風傳媒(2017)。力拼亞馬遜！馬雲推出無人商店「淘咖啡」 人臉辨識技術讓淘寶用戶結帳免排隊。風傳媒。檢自 https://www.storm.mg/article/296783孫彬訓(2018)。電子票證熱戰 4大卡仙拚仙。工商時報。檢自 https://www.chinatimes.com/newspapers/20180407000309-260205?chdtv留淑芳、洪薏珺(2006)。自助式服務科技態度形成探討－以網路下單為例。未出版之博士論文。國立高雄科技大學財富與稅務管理研究所，高雄市。高敬原(2018)。國外無人商店大獲好評，Amazon Go今年目標再開6家。數位時代。檢自 https://www.bnext.com.tw/article/48269/amazon-go-6-new-stores-seattle-los-angeles-the-grove-rick-caruso-cashierless張育寧(2013)。專訪統一超商前總經理徐重仁：創新來自於發掘消費者的內在需求。科技報橘。檢自 https://buzzorange.com/techorange/2013/10/23/interview-with-hsu-chung-jen/張倩(2015)。零售業連鎖超市管理與運作。台灣：元華文創。捷視網路工作室(2019)。什麼事QR code行動條碼。捷視網路工作室。檢自 http://www.j4.com.tw/comp-qna/%E4%BB%80%E9%BA%BC%E6%98%AF-qr-code-%E8%A1%8C%E5%8B%95%E6%A2%9D%E7%A2%BC/統一超商A(2016)。ibon便利生活站3.0」時代來臨！7-ELEVEN下半年再攻新服務 上億筆行動大數據揭密、「2016年國人七大消費現象」曝光。統一超商。檢自 https://www.7-11.com.tw/company/news_page.asp?dId=595統一超商B(2018)。2018年度報告書。統一超商。檢自 https://www.ir-cloud.com/taiwan/2912/irwebsite_c/index.php?mod=annual統一超商C(2019)。統一超商Openpoint網站。檢自https://web.openpoint.com.tw/setmemberdrive/OP/index.html莊明賢(2004)。零售綜合店與專門店共生策略之研究：商品組合與服務機能完整性之探討，未出版碩士論文。元智大學管理研究所，桃園市。陳伯安(2019)。Amazon Go 簡直搖錢樹，2 年後商業價值高達 45 億台幣。科技報橘。檢自 https://buzzorange.com/techorange/2019/01/08/amazon-go-45-billion-in-making/黃亦筠、彭子珊(2017)。智慧零售革命！解密「無人商店」三模式。天下雜誌。檢自 https://www.cw.com.tw/article/article.action?id=5084689新浪網(2017)。以”人”為核心 繽果盒子用”無人”賦能新零售。新浪網。檢自 http://city.sina.com.cn/invest/t/2017-12-06/170616118.html楊又肇(2018)。第二間7-ELEVEN無人商店「X-STORE」啟用 入店更簡單、消費更容易。mashdigi。檢自 https://mashdigi.com/second-7-eleven-x-store-activated-in-taiwan/楊安琪(2017)。客人一多就應付不來！Amazon Go 同時追蹤人數待突破。科技新報。檢自 https://technews.tw/2017/03/29/amazon-go-has-bugs-to-work-out/經理人月刊(2019)。2%會員貢獻64億營收！全家會員機制砍掉重練後，如何圈出超級用戶？。經理人月刊。檢自 https://www.bnext.com.tw/article/51840/family-mart-crm-system經濟部商業司(2019)。公司行號及有限合夥營業項目代碼表檢索系統。檢自 https://gcis.nat.gov.tw/cod/browseAction.do?method=browse葉冠玟(2018)。台灣未來的超商要長什麼樣？全家的想像和7-11不同！5大要點整理。經理人月刊。檢自 https://www.managertoday.com.tw/articles/view/55907試客網(2018)。京東X無人超市初體驗。試客網。檢自 http://shike.it168.com/article-8812.html雷峰網(2018)。fxBox函数空间A+ 轮融资入袋 另类打法无人便利店。雷峰網。檢自 https://www.leiphone.com/news/201802/7x0ZZ8T4oTrVOCo0.html徐永紅(2017)。盤點全球九大無人零售方案與技術祥解。電子工程世界網。檢自 http://news.rfidworld.com.cn/2017_07/6939cab7dd346717.html廖彥宜(2019)。無線電紙整合線上線下 電子貨架標籤造就智慧零售。新通訊元件雜誌。檢自 https://www.2cm.com.tw/2cm/zh-tw/market/263D92F2A5CB486FA3FCD008ED557803聚集網(2017)。詳解“淘咖啡” 的實現原理。聚集網。檢自 https://36kr.com/p/5084281劉馥瑜A(2018)。集點方式虛擬化…瞄準會員大數據。工商時報。檢自 https://www.chinatimes.com/newspapers/20180813000276-260204?chdtv劉馥瑜B(2019)。會員經濟發威 全家會員突破千萬 貢獻營收逾35％。工商時報。檢自 https://www.chinatimes.com/newspapers/20190731000217-260202?chdtv蔡嘉恩(2016)。超商死角多！裝監視器、凸面鏡 難防竊賊。TVBS新聞網。檢自 https://news.tvbs.com.tw/local/664572蕭郁慧(2002)。田中鎮雜貨店之變遷。未出版之碩士論文，國立台灣師範大學地理研究所，台北市。勵心如(2019)。寶雅步步進逼 28歲小老闆如何領軍小北百貨抗敵。今周刊。檢自 https://www.businesstoday.com.tw/article/category/80392/post/201905080048/寶雅步步進逼 28歲小老闆如何領軍小北百貨抗敵繽果盒子(2019)。繽果盒子官網。檢自 https://www.bingobox.com/蘇文彬(2018)。7-ELEVEN國內首間無人商店「X-STORE」展開內部測試了!。iThome。檢自 https://www.ithome.com.tw/news/120987騰訊大渝網(2018)。重慶首家京東X無人超市開業 “京東智能生活圈”重慶樣板被讚。騰訊大渝網。檢自 https://cq.qq.com/a/20180822/061461.htm英文文獻Amazon. (2019). Amazon Go Official Site. Retrieved from http://www.amazon.com/b?ie=UTAnkeny, J. (2018). Forget customer convenience, Amazon Go is really about customer data, Retail Dive. Retrieved form https://www.retaildive.com/news/forget-customer-convenience-amazon-go-is-really-about-customer-data/540044/Bowen, G. A. (2009). Document analysis as a qualitative research method. Qualitative research journal, 9(2), 27-40.De Bruin, T., Freeze, R., Kaulkarni, U., & Rosemann, M. (2005). Understanding the main phases of developing a maturity assessment model. Australasian Conference on Information Systems. Sydney, Cumberland. 8-19.F8&node=16008589011iResearch. (2017). 2017 China’s Unmanned Retail Consumer Behavior Report. iResearch. Retrieved from http://www.iresearchchina.com/content/details8_38636.htmlKlimko, G. (2001). Knowledge management and maturity models: Building common understanding. In Proceedings of the 2nd European Conference on Knowledge Management . Bled, Slovenia. 269-278.Koontz, D. (2018). The potential of unmanned stores. Retail Net Group. Retrieved from https://www.retailnetgroup.com/research/post.aspx?id=106022Levy, M., Weitz, B. A., & Grewal, D. (1998). Retailing management. New York, NY: Irwin/McGraw-Hill.Linzbach, P., Inman, J. J., & Nikolova, H. (2019). E-Commerce in a Physical Store: Which Retailing Technologies Add Real Value?. NIM Marketing Intelligence Review, 11(1), 42-47.Luftman, J. (2004). Assessing Business-IT Allignment Maturity. Strategies for information technology governance, 99-128. Igi Global.Lynn Shostack, G. (1982). How to design a service. European Journal of Marketing, 16(1), 49-63.Mettler, T. (2011). Maturity assessment models: a design science research approach. International Journal of Society Systems Science (IJSSS), 3(1/2), 81-98.SAE International. (2018). Levels of Driving Automation. SAE International. Retrieved from https://www.sae.org/news/press-room/2018/12/sae-international-releases-updated-visual-chart-for-its-%E2%80%9Clevels-of-driving-automation%E2%80%9D-standard-for-self-driving-vehiclesShepard, S. (2018). The Security of Amazon Go. Security Today. Retrieved from https://securitytoday.com/articles/2018/01/23/the-security-of-amazon-go.aspxStrauss, A., & Corbin, J. (1990). Basics of qualitative research. Sage Publications.Team CMMI Product. (2006). CMMI for Development. Carnegie Mellon Software Engineering InstituteUeno, A., Sharma, P., & Kingshott, R. P. (2018). Exploring the Impact of Self-Service Technologies on Retail Shoppers: An Abstract. Academy of Marketing Science Annual Conference. Springer, Cham. 167-167.Zhao, L., & Li, L. (2019). Analysis of Operational Benefits of Unmanned Retail Business Form based on DEA Method. 2018 International Symposium on Social Science and Management Innovation (SSMI 2018). Xi’an, Shaanxi. Atlantis Press. | zh_TW |
| dc.identifier.doi (DOI) | 10.6814/NCCU201901240 | en_US |
