Publications-Theses
Article View/Open
Publication Export
-
題名 寵物醫療資訊管理平台之商業模式探討——Dr.Pet
A Study of Business Model of The Pet Medical Information Management Platform——Dr. Pet作者 徐翌展
Hsu, I-Chan貢獻者 羅明琇
Lo, Ming-Shiow
徐翌展
Hsu, I-Chan關鍵詞 商業模式
寵物醫療服務
寵物醫療平台
Business model
Pet medical service
Pet medical platform日期 2020 上傳時間 3-Aug-2020 18:42:13 (UTC+8) 摘要 近年來台灣面臨超高齡與超單身社會，越來越多人選擇飼養寵物，這樣新型態的陪伴商機逐漸取代了孩子和伴侶的角色，使得「毛小孩」成為家庭中重要的一員，也帶動整體寵物商機的崛起，根據財政部統計，從2008年至2018年寵物產業銷售額十年成長近七成，達新台幣282.4億，而寵物飼養數目也由160萬隻成長至251萬隻。在這股萌寵商機的浪潮下，本研究為了更深入了解寵物產業，因此前往展昭寵物用品展進行飼主的質性訪談，且為了更全面了解現有市場的需求，因此也前往板橋動物之家進行人員的深度訪談，以及訪問曾經待過台灣中型動物醫院與小型動物診所的獸醫師，並從上述的訪談過程中彙整出目前寵物產業的三大需求——寵物飼主不了解周遭寵物設施、寵物醫療價格不一，以及寵物病歷資訊不透明。針對上述的需求，本研究希望能夠藉由Dr.Pet平台的成立，推出「寵物地圖」、「寵物病歷管理」以及其他加值服務去提供給Dr.Pet平台的目標客群——「飼主」以及「行政院農業委員會動物保護處」，目的在解決當前寵物市場的需求與問題，並與「動物醫院與診所」建立合作的關鍵夥伴關係，長期而言將更多如寵物保險以及其他寵物商家的合作與服務納入到平台的範圍，以期創建出屬於台灣寵物產業的生態系。
In recent years, Taiwan has faced a super-aged society and a high divorce rate. Therefore, more and more people have chosen to keep pets. This new type of companionship business opportunity has gradually replaced the role of children and partners, making “fur kid” an important member of the family. It also drove the rise of overall pet business opportunities. According to statistics from the Ministry of Finance, the sales revenue of the pet industry in Taiwan grew by nearly 70% from 2008 to 2018, reaching 28.24 billion New Taiwan dollars, and the number of pets in Taiwan increased from 1.6 million to 2.51 million.In this wave of pet business opportunities, this study went to the pet products exhibition, which is the largest pet exhibition in Taiwan, for a more in-depth understanding of the pet industry and conducted qualitative interviews with owners. In addition, in order to fully understand the needs of the existing pet market, this study also went to Banqiao Animal Shelter to execute the in-depth interviews with the personnel and visits the veterinarian who has worked in medium-sized animal hospitals and small animal clinics in Taiwan. Through the above qualitative interviews, this study summarizes the three major needs in the current pet industry. In other words, pet owners do not understand the pet facilities or resources in their daily life, and animal hospitals don’t provide offered prices for pet medical services, and also cause the non-transparency of pet medical records, which may lead to the dispute between the animal hospitals and pet owners.In response to the above needs, this study hopes that through the establishment of the platform, the launch whose functions focus on “pet map,” “pet medical record management,” and other value-added services to provide the target customer group, that is, pet keepers and Animal Protection Office, Council of Agriculture (COA). The purpose of the platform is to solve the current needs and problems in the pet market in Taiwan and establish a key partnership with animal hospitals and clinics. In the long run, it will further corporate with more pet service providers such as pet insurance and pet shops to create an ecosystem of pet industry in Taiwan.參考文獻 一、中文文獻1. 中華徵信所企業股份有限公司, & 財團法人資訊工業策進會. (2014). 電商網戰──前進兆元市場的致勝關鍵. 臺北市: 中華徵信所、資策會.2. 文崇一, & 楊國樞. (2000). 訪問調查法. 社會及行為科學研究法下冊. 台北:東華.3. 安德魯麥克費, & 艾瑞克布林優夫森. (2017). 機器，平台，群眾:如何駕馭我們的數位未來. (李芳齡, 編者) 臺北市: 天下文化.4. 林金定, 嚴嘉楓, & 陳美花. (2005). 質性研究方法: 訪談模式與實施步驟分析.5. 林淑馨. (2010). 質性研究: 理論與實務. 巨流圖書股份有限公司.6. 邱志聖, & 行銷學. (2008). 行銷研究: 實務與理論應用. 智勝文化.7. 高淑清. (2008). 質性研究的 18 堂課: 首航初探之旅. 麗文文化事業股份有限公司.8. 郭耀煌. (2016). 贏在未來─產業分析的 12 堂課. 臺北市: 資策會產業情報研究(MIC).9. 魯梅特. (2018). 好策略‧壞策略:第一本讓歐洲首席經濟學家欲罷不能、愛不釋手的策略書. (陳盈如, 編者) 臺北市: 天下文化.二、中文網站1. SARA 保險筆記. (2019 年 5 月 7 日). 從乏人問津到各路相爭，2019 寵物險翻身成保險界新寵兒!. 擷取自 SARA CARES 快搜保險網:https://www.saracares.com.tw/workshops/223#show-more2. SARA 保險筆記. (2020 年 3 月 11 日). 毛小孩花費驚人，小心口袋不夠深!投保寵物險幫你留愛不留債! . 擷取自 SARA CARES 保險網: https://www.saracares.com.tw/workshops/344https://www.saracares.com.tw/wor kshops/3443. 江星翰. (2019 年 10 月 10 日). 毛小孩醫療費花 10 萬，「最省荷包」寵物險攻略在這. 擷取自 遠見: https://www.gvm.com.tw/article/687664. 行政院農業委員會. (2018). 各縣市犬貓統計. 擷取自 動物保護資訊網: https://animal.coa.gov.tw/Frontend/Know/AnimalResource#tab15. 吳書緯. (2018 年 6 月 9 日). 【寵物最大咖】毛孩經濟正夯. 擷取自 自由時報: https://news.ltn.com.tw/news/lifeweekly/paper/12073926. 李宛諭. (2019 年 3 月 25 日). 台灣出生率 全球排名「倒數第一」. 擷取自 台灣英文新聞: https://www.taiwannews.com.tw/ch/news/36655797. 洪寶山. (2019 年 10 月 14 日). 張御丞:毛小孩當道!「寵物經濟」隱藏無限商機. 擷取自 經濟日報: https://money.udn.com/money/story/12524/41038988. 財政部統計處. (2020). 營利事業家數及銷售額. 擷取自 中華民國財政部: http://web02.mof.gov.tw/njswww/WebProxy.aspx?sys=210&kind=21&type=1& funid=i0514&rdm=hWbrj46r9. 財團法人保險事業發展中心. (2020). 擷取自 https://www.tii.org.tw/tii/10. 張振東. (2019 年 1 月 25 日). 【PetTalk 專訪】全台動物醫院收費標準|專業獸醫師—張振東醫師. 擷取自 pettalk 說寵物: https://www.pettalk.tw/blog/【PetTalk 專訪】全台動物醫院收費標準|專業獸醫師—張振東醫師11. 張寬逸, 張碩, 楊進傑, 鄭雅方, & 黃慧文. (2017 年 4 月 7 日). 寵物醫療貴什麼?飼養前的二三事. 擷取自 華視: https://news.cts.com.tw/unews/campus/201704/201704071861048.html12. 游宗樺. (2019 年 4 月 28 日). 【動物保護】收容所面臨超收問題 北市動保處:提升民眾領養率. 擷取自 農傳媒: https://www.agriharvest.tw/?p=1705513. 黃惠聆. (2019 年 8 月 24 日). 民眾愛毛小孩 寵物險投保率正大幅成長中. 擷取自 工商時報: https://ctee.com.tw/news/insurance/136233.html14. 黃惠聆. (2020 年 3 月 6 日). 2019 寵物險 投保規模大爆發. 擷取自 工商時報: https://ctee.com.tw/news/insurance/230502.html15. 奧利佛葛思曼, 凱洛琳弗朗根柏格, & 蜜可萊塞克. (2017). 航向成功企業的 55 種商業模式:是什麼?為什麼?誰在用?何時用?如何用?. (劉慧玉, 編 者) 臺北市: 橡實文化.16. 楊欣潔, & 張嘉芳. (2015 年 4 月 5 日). 寵物看病比人還貴?醫療費比一比. 擷取自 元氣網: https://health.udn.com/health/story/6008/81855417. 經濟部. (2018 年 4 月 28 日). 寵物拚經濟，毛爸毛媽齊跳坑!這 5 項產業最「吸金」!?. 擷取自 經新聞:https://www.economic-news.tw/2018/04/04petss.html18. 劉冠儀. (2019 年 11 月 14 日). 毛小孩當道! 寵物經濟大解密. 擷取自 凱絡媒體週報: https://twncarat.wordpress.com/2019/11/14/毛小孩當道!-寵物經濟 大解密-2/19. 劉珮芬. (2020 年 1 月 7 日). 迎接貓狗高齡化!寵物保險升級 喪葬費用理賠最高 1 萬元. 擷取自 自由時報: https://partners.ltn.com.tw/article/655020. 數位內容部. (2019 年 4 月 13 日). 毛小孩服務業雙位數成長 寵物經濟再進化. 擷取自 今周刊: https://www.businesstoday.com.tw/article/category/80392/post/201904130002/ 毛小孩服務業雙位數成長%E3%80%80 寵物經濟再進化21. 聯合新聞網. (2016 年 8 月 3 日). 國人不生小孩養貓狗 10 年增加百萬隻. 擷取自 遠見: https://www.gvm.com.tw/article/3381022. 韓化宇. (2019 年 10 月 18 日). 寵物險大復活!台灣寵物將比小孩多鍵喚醒 50 億沉睡市場. 擷取自 聯合新聞網:https://udn.com/news/story/6837/4111355三、英文文獻1. Albrecht, K., & Zemke, R. (1985). Service America! Dow Jones-Irwin. Homewood, IL.2. Baden-Fuller, C., & Morgan, M. S. (2010). Business models as models. Long range planning, 43(2/3), 156-171.3. Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: diagnosing favorable and unfavorable incidents. Journal of marketing, 54(1), 71- 84.4. Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM). Business process management journal, 9(5), 672-688.5. Etzel, M. J., & Silverman, B. I. (1981). A managerial perspective on directions for retail customer dissatisfaction research. Journal of Retailing, 57(3), 124-136.6. Fábio, L., & Moises, A. Z. (2014). Innovation and Business Model: a case study about integration of Innovation Funnel and Business Model Canvas. RevistaBrasileira de Gestão de Negócios-RBGN, 16(53), 616-637.7. Fink, M., & Kessler, A. (2010). Cooperation, trust and performance–empirical results from three countries. British Journal of Management, 21(2), 469-483.8. Freytag, P. V., & Clarke, A. H. (2001). Business to business market segmentation. Industrial Marketing Management, 30(6), 473-486.9. Garver, M. (2009). A maximum difference, scaling application for customer satisfaction researchers. International Journal of Market Research, 51(4), 481-500.10. Grönroos, C., & Voima, P. (2013). Critical service logic: making sense of value creation and co-creation. Journal of the academy of marketing science, 41(2), 133- 150.11. Hadian, D. (2017). The relationship organizational culture and organizational commitment on public service quality; perspective local government in bandung, indonesia. International Review of Management and Marketing, 7(1), 230-237.12. Hafeez, K., Zhang Y. B. and Malak, N. (2002) Determining key capabilities of a firm using the analytic hierarchy process, International Journal of Production Economics, 76(1), 39-51.13. Hallowell, R. & Schlesinger, L.A. (2000), “The service profit chain: intellectual roots, current realities, and future prospects”, in Swartz, T.A. and Iacobucci, D. (Eds), Handbook of Services Marketing & Management, London (Sage Publications Inc.), 203-221.14. Jackson Jr, D. (1994). Relationship selling: the personalization of relationship marketing. Asia-Australia Marketing Journal, 2(1), 45-54.15. Jang, S. C., Morrison, A. M., & T O’Leary, J. (2002). Benefit segmentation of Japanese pleasure travelers to the USA and Canada: selecting target markets based on the profitability and risk of individual market segments. Tourism management, 23(4), 367-378.16. Johnson, M. W., Christensen, C. M., & Kagermann, H. (2008). Reinventing your business model. Harvard business review, 86(12), 57-68.17. Johnston, R. (2001). Linking complaint management to profit. International journal of service industry management, 12(1), 60-69.18. Kauffman, R. J., & Wang, B. (2008). Tuning into the digital channel: evaluating business model characteristics for Internet firm survival. Information Technologyand Management, 9(3), 215-232.19. Krumm, P. J., Dewulf, G., & De Jonge, H. (1998). Managing key resources and capabilities: pinpointing the added value of corporate real estate management.Facilities, 16(12/13), 372-379.20. Laetitia, R., & Lynette, L. (1999). Mass customization and mass production. The TQM Magazine, 11(1), 35-40.21. Lee, Y. K., Nam, J. H., Park, D. H., & Lee, K. A. (2006). What factors influence customer‐oriented prosocial behavior of customer‐contact employees?. Journal ofservices marketing, 20(4), 251-264.22. LoDuca, J. (2009). Choose a foxhole. Advisor Today, 104(8), 56-57.23. Magretta, J. (2002). Why business models matter. Harvard Business Review, 80(5), 86-92.24. Miller, J. C. (2010). Service agility: A crucial component of service strategy. Michigan State University.25. Osterwalder, A. (2004). The business model ontology a proposition in a design science approach Doctoral dissertation, Université de Lausanne, Faculté deshautes études commerciales.26. Osterwalder, A., & Pigneur, Y. (2010). Business model generation: a handbook for visionaries, game changers, and challengers. John Wiley & Sons.27. Osterwalder, A., & Pigneur, Y. (2011). Aligning profit and purpose through business model innovation. Responsible management practices for the 21st century. Pearson International, 61-75.28. Osterwalder, A., Pigneur, Y., Bernarda, G., & Smith, A. (2014). Value proposition design: How to create products and services customers want. John Wiley & Sons.29. Reichheld, F.F. (1996a), The loyalty effect: the hidden force behind growth, profits, and lasting value. Harvard Business School Press, Boston, MA.30. Reichheld, F.F. (1996b), Learning from customer defections, Harvard Business Review, March-April, 74(2), 56-67.31. Rust, R. T., Moorman, C., & Bhalla, G. (2010). Rethinking marketing. Harvard business review, 88(1/2), 94-101.32. Tapp, A., & Clowes, J. (2002). From “carefree casuals” to “professional wanderers”. European Journal of Marketing, 36(11/12), 1248–1269.33. Vargo, S. L., & Lusch, R. F. (2008). Service-dominant logic: continuing the evolution. Journal of the Academy of marketing Science, 36(1), 1-10.34. Yang, Z., & Fang, X. (2004). Online service quality dimensions and their relationships with satisfaction. International journal of service industrymanagement, 15(3), 302-326. 描述 碩士
國立政治大學
企業管理研究所(MBA學位學程)
107363024資料來源 http://thesis.lib.nccu.edu.tw/record/#G0107363024 資料類型 thesis dc.contributor.advisor 羅明琇 zh_TW dc.contributor.advisor Lo, Ming-Shiow en_US dc.contributor.author (Authors) 徐翌展 zh_TW dc.contributor.author (Authors) Hsu, I-Chan en_US dc.creator (作者) 徐翌展 zh_TW dc.creator (作者) Hsu, I-Chan en_US dc.date (日期) 2020 en_US dc.date.accessioned 3-Aug-2020 18:42:13 (UTC+8) - dc.date.available 3-Aug-2020 18:42:13 (UTC+8) - dc.date.issued (上傳時間) 3-Aug-2020 18:42:13 (UTC+8) - dc.identifier (Other Identifiers) G0107363024 en_US dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/131347 - 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) 107363024 zh_TW dc.description.abstract (摘要) 近年來台灣面臨超高齡與超單身社會，越來越多人選擇飼養寵物，這樣新型態的陪伴商機逐漸取代了孩子和伴侶的角色，使得「毛小孩」成為家庭中重要的一員，也帶動整體寵物商機的崛起，根據財政部統計，從2008年至2018年寵物產業銷售額十年成長近七成，達新台幣282.4億，而寵物飼養數目也由160萬隻成長至251萬隻。在這股萌寵商機的浪潮下，本研究為了更深入了解寵物產業，因此前往展昭寵物用品展進行飼主的質性訪談，且為了更全面了解現有市場的需求，因此也前往板橋動物之家進行人員的深度訪談，以及訪問曾經待過台灣中型動物醫院與小型動物診所的獸醫師，並從上述的訪談過程中彙整出目前寵物產業的三大需求——寵物飼主不了解周遭寵物設施、寵物醫療價格不一，以及寵物病歷資訊不透明。針對上述的需求，本研究希望能夠藉由Dr.Pet平台的成立，推出「寵物地圖」、「寵物病歷管理」以及其他加值服務去提供給Dr.Pet平台的目標客群——「飼主」以及「行政院農業委員會動物保護處」，目的在解決當前寵物市場的需求與問題，並與「動物醫院與診所」建立合作的關鍵夥伴關係，長期而言將更多如寵物保險以及其他寵物商家的合作與服務納入到平台的範圍，以期創建出屬於台灣寵物產業的生態系。 zh_TW dc.description.abstract (摘要) In recent years, Taiwan has faced a super-aged society and a high divorce rate. Therefore, more and more people have chosen to keep pets. This new type of companionship business opportunity has gradually replaced the role of children and partners, making “fur kid” an important member of the family. It also drove the rise of overall pet business opportunities. According to statistics from the Ministry of Finance, the sales revenue of the pet industry in Taiwan grew by nearly 70% from 2008 to 2018, reaching 28.24 billion New Taiwan dollars, and the number of pets in Taiwan increased from 1.6 million to 2.51 million.In this wave of pet business opportunities, this study went to the pet products exhibition, which is the largest pet exhibition in Taiwan, for a more in-depth understanding of the pet industry and conducted qualitative interviews with owners. In addition, in order to fully understand the needs of the existing pet market, this study also went to Banqiao Animal Shelter to execute the in-depth interviews with the personnel and visits the veterinarian who has worked in medium-sized animal hospitals and small animal clinics in Taiwan. Through the above qualitative interviews, this study summarizes the three major needs in the current pet industry. In other words, pet owners do not understand the pet facilities or resources in their daily life, and animal hospitals don’t provide offered prices for pet medical services, and also cause the non-transparency of pet medical records, which may lead to the dispute between the animal hospitals and pet owners.In response to the above needs, this study hopes that through the establishment of the platform, the launch whose functions focus on “pet map,” “pet medical record management,” and other value-added services to provide the target customer group, that is, pet keepers and Animal Protection Office, Council of Agriculture (COA). The purpose of the platform is to solve the current needs and problems in the pet market in Taiwan and establish a key partnership with animal hospitals and clinics. In the long run, it will further corporate with more pet service providers such as pet insurance and pet shops to create an ecosystem of pet industry in Taiwan. en_US dc.description.tableofcontents 謝誌 ......................... I摘要........................... IIABSTRACT ................. III目錄 ......................... V圖目錄 ..................... VII表目錄 ..................... VIII第壹章 緒論................................... 1第一節 研究背景與動機...................1第二節 研究目的............................ 2第三節 研究流程............................ 3第貳章 文獻探討.............................4第一節 商業模式畫布圖..................4第二節 服務金三角........................ 10第參章 研究方法............................ 13第一節 研究方法............................ 13第二節 訪談對象............................ 14第三節 訪談問題............................ 17第肆章 研究分析............................ 20第一節 寵物產業現況..................... 20第二節 市場需求分析..................... 29第三節平台服務與設計.................. 34第伍章 結論與建議........................ 55第一節 研究結論............................ 55第二節 研究限制與建議................. 55第三節 平台未來發展..................... 56參考文獻 ........................................ 59 zh_TW dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0107363024 en_US dc.subject (關鍵詞) 商業模式 zh_TW dc.subject (關鍵詞) 寵物醫療服務 zh_TW dc.subject (關鍵詞) 寵物醫療平台 zh_TW dc.subject (關鍵詞) Business model en_US dc.subject (關鍵詞) Pet medical service en_US dc.subject (關鍵詞) Pet medical platform en_US dc.title (題名) 寵物醫療資訊管理平台之商業模式探討——Dr.Pet zh_TW dc.title (題名) A Study of Business Model of The Pet Medical Information Management Platform——Dr. Pet en_US dc.type (資料類型) thesis en_US dc.relation.reference (參考文獻) 一、中文文獻1. 中華徵信所企業股份有限公司, & 財團法人資訊工業策進會. (2014). 電商網戰──前進兆元市場的致勝關鍵. 臺北市: 中華徵信所、資策會.2. 文崇一, & 楊國樞. (2000). 訪問調查法. 社會及行為科學研究法下冊. 台北:東華.3. 安德魯麥克費, & 艾瑞克布林優夫森. (2017). 機器，平台，群眾:如何駕馭我們的數位未來. (李芳齡, 編者) 臺北市: 天下文化.4. 林金定, 嚴嘉楓, & 陳美花. (2005). 質性研究方法: 訪談模式與實施步驟分析.5. 林淑馨. (2010). 質性研究: 理論與實務. 巨流圖書股份有限公司.6. 邱志聖, & 行銷學. (2008). 行銷研究: 實務與理論應用. 智勝文化.7. 高淑清. (2008). 質性研究的 18 堂課: 首航初探之旅. 麗文文化事業股份有限公司.8. 郭耀煌. (2016). 贏在未來─產業分析的 12 堂課. 臺北市: 資策會產業情報研究(MIC).9. 魯梅特. (2018). 好策略‧壞策略:第一本讓歐洲首席經濟學家欲罷不能、愛不釋手的策略書. (陳盈如, 編者) 臺北市: 天下文化.二、中文網站1. SARA 保險筆記. (2019 年 5 月 7 日). 從乏人問津到各路相爭，2019 寵物險翻身成保險界新寵兒!. 擷取自 SARA CARES 快搜保險網:https://www.saracares.com.tw/workshops/223#show-more2. SARA 保險筆記. (2020 年 3 月 11 日). 毛小孩花費驚人，小心口袋不夠深!投保寵物險幫你留愛不留債! . 擷取自 SARA CARES 保險網: https://www.saracares.com.tw/workshops/344https://www.saracares.com.tw/wor kshops/3443. 江星翰. (2019 年 10 月 10 日). 毛小孩醫療費花 10 萬，「最省荷包」寵物險攻略在這. 擷取自 遠見: https://www.gvm.com.tw/article/687664. 行政院農業委員會. (2018). 各縣市犬貓統計. 擷取自 動物保護資訊網: https://animal.coa.gov.tw/Frontend/Know/AnimalResource#tab15. 吳書緯. (2018 年 6 月 9 日). 【寵物最大咖】毛孩經濟正夯. 擷取自 自由時報: https://news.ltn.com.tw/news/lifeweekly/paper/12073926. 李宛諭. (2019 年 3 月 25 日). 台灣出生率 全球排名「倒數第一」. 擷取自 台灣英文新聞: https://www.taiwannews.com.tw/ch/news/36655797. 洪寶山. (2019 年 10 月 14 日). 張御丞:毛小孩當道!「寵物經濟」隱藏無限商機. 擷取自 經濟日報: https://money.udn.com/money/story/12524/41038988. 財政部統計處. (2020). 營利事業家數及銷售額. 擷取自 中華民國財政部: http://web02.mof.gov.tw/njswww/WebProxy.aspx?sys=210&kind=21&type=1& funid=i0514&rdm=hWbrj46r9. 財團法人保險事業發展中心. (2020). 擷取自 https://www.tii.org.tw/tii/10. 張振東. (2019 年 1 月 25 日). 【PetTalk 專訪】全台動物醫院收費標準|專業獸醫師—張振東醫師. 擷取自 pettalk 說寵物: https://www.pettalk.tw/blog/【PetTalk 專訪】全台動物醫院收費標準|專業獸醫師—張振東醫師11. 張寬逸, 張碩, 楊進傑, 鄭雅方, & 黃慧文. (2017 年 4 月 7 日). 寵物醫療貴什麼?飼養前的二三事. 擷取自 華視: https://news.cts.com.tw/unews/campus/201704/201704071861048.html12. 游宗樺. (2019 年 4 月 28 日). 【動物保護】收容所面臨超收問題 北市動保處:提升民眾領養率. 擷取自 農傳媒: https://www.agriharvest.tw/?p=1705513. 黃惠聆. (2019 年 8 月 24 日). 民眾愛毛小孩 寵物險投保率正大幅成長中. 擷取自 工商時報: https://ctee.com.tw/news/insurance/136233.html14. 黃惠聆. (2020 年 3 月 6 日). 2019 寵物險 投保規模大爆發. 擷取自 工商時報: https://ctee.com.tw/news/insurance/230502.html15. 奧利佛葛思曼, 凱洛琳弗朗根柏格, & 蜜可萊塞克. (2017). 航向成功企業的 55 種商業模式:是什麼?為什麼?誰在用?何時用?如何用?. (劉慧玉, 編 者) 臺北市: 橡實文化.16. 楊欣潔, & 張嘉芳. (2015 年 4 月 5 日). 寵物看病比人還貴?醫療費比一比. 擷取自 元氣網: https://health.udn.com/health/story/6008/81855417. 經濟部. (2018 年 4 月 28 日). 寵物拚經濟，毛爸毛媽齊跳坑!這 5 項產業最「吸金」!?. 擷取自 經新聞:https://www.economic-news.tw/2018/04/04petss.html18. 劉冠儀. (2019 年 11 月 14 日). 毛小孩當道! 寵物經濟大解密. 擷取自 凱絡媒體週報: https://twncarat.wordpress.com/2019/11/14/毛小孩當道!-寵物經濟 大解密-2/19. 劉珮芬. (2020 年 1 月 7 日). 迎接貓狗高齡化!寵物保險升級 喪葬費用理賠最高 1 萬元. 擷取自 自由時報: https://partners.ltn.com.tw/article/655020. 數位內容部. (2019 年 4 月 13 日). 毛小孩服務業雙位數成長 寵物經濟再進化. 擷取自 今周刊: https://www.businesstoday.com.tw/article/category/80392/post/201904130002/ 毛小孩服務業雙位數成長%E3%80%80 寵物經濟再進化21. 聯合新聞網. (2016 年 8 月 3 日). 國人不生小孩養貓狗 10 年增加百萬隻. 擷取自 遠見: https://www.gvm.com.tw/article/3381022. 韓化宇. (2019 年 10 月 18 日). 寵物險大復活!台灣寵物將比小孩多鍵喚醒 50 億沉睡市場. 擷取自 聯合新聞網:https://udn.com/news/story/6837/4111355三、英文文獻1. Albrecht, K., & Zemke, R. (1985). Service America! Dow Jones-Irwin. Homewood, IL.2. Baden-Fuller, C., & Morgan, M. S. (2010). Business models as models. Long range planning, 43(2/3), 156-171.3. Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: diagnosing favorable and unfavorable incidents. Journal of marketing, 54(1), 71- 84.4. Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM). Business process management journal, 9(5), 672-688.5. Etzel, M. J., & Silverman, B. I. (1981). A managerial perspective on directions for retail customer dissatisfaction research. Journal of Retailing, 57(3), 124-136.6. Fábio, L., & Moises, A. Z. (2014). Innovation and Business Model: a case study about integration of Innovation Funnel and Business Model Canvas. RevistaBrasileira de Gestão de Negócios-RBGN, 16(53), 616-637.7. Fink, M., & Kessler, A. (2010). Cooperation, trust and performance–empirical results from three countries. British Journal of Management, 21(2), 469-483.8. Freytag, P. V., & Clarke, A. H. (2001). Business to business market segmentation. Industrial Marketing Management, 30(6), 473-486.9. Garver, M. (2009). A maximum difference, scaling application for customer satisfaction researchers. International Journal of Market Research, 51(4), 481-500.10. Grönroos, C., & Voima, P. (2013). Critical service logic: making sense of value creation and co-creation. Journal of the academy of marketing science, 41(2), 133- 150.11. Hadian, D. (2017). The relationship organizational culture and organizational commitment on public service quality; perspective local government in bandung, indonesia. International Review of Management and Marketing, 7(1), 230-237.12. Hafeez, K., Zhang Y. B. and Malak, N. (2002) Determining key capabilities of a firm using the analytic hierarchy process, International Journal of Production Economics, 76(1), 39-51.13. Hallowell, R. & Schlesinger, L.A. (2000), “The service profit chain: intellectual roots, current realities, and future prospects”, in Swartz, T.A. and Iacobucci, D. (Eds), Handbook of Services Marketing & Management, London (Sage Publications Inc.), 203-221.14. Jackson Jr, D. (1994). Relationship selling: the personalization of relationship marketing. Asia-Australia Marketing Journal, 2(1), 45-54.15. Jang, S. C., Morrison, A. M., & T O’Leary, J. (2002). Benefit segmentation of Japanese pleasure travelers to the USA and Canada: selecting target markets based on the profitability and risk of individual market segments. Tourism management, 23(4), 367-378.16. Johnson, M. W., Christensen, C. M., & Kagermann, H. (2008). Reinventing your business model. Harvard business review, 86(12), 57-68.17. Johnston, R. (2001). Linking complaint management to profit. International journal of service industry management, 12(1), 60-69.18. Kauffman, R. J., & Wang, B. (2008). Tuning into the digital channel: evaluating business model characteristics for Internet firm survival. Information Technologyand Management, 9(3), 215-232.19. Krumm, P. J., Dewulf, G., & De Jonge, H. (1998). Managing key resources and capabilities: pinpointing the added value of corporate real estate management.Facilities, 16(12/13), 372-379.20. Laetitia, R., & Lynette, L. (1999). Mass customization and mass production. The TQM Magazine, 11(1), 35-40.21. Lee, Y. K., Nam, J. H., Park, D. H., & Lee, K. A. (2006). What factors influence customer‐oriented prosocial behavior of customer‐contact employees?. Journal ofservices marketing, 20(4), 251-264.22. LoDuca, J. (2009). Choose a foxhole. Advisor Today, 104(8), 56-57.23. Magretta, J. (2002). Why business models matter. Harvard Business Review, 80(5), 86-92.24. Miller, J. C. (2010). Service agility: A crucial component of service strategy. Michigan State University.25. Osterwalder, A. (2004). The business model ontology a proposition in a design science approach Doctoral dissertation, Université de Lausanne, Faculté deshautes études commerciales.26. Osterwalder, A., & Pigneur, Y. (2010). Business model generation: a handbook for visionaries, game changers, and challengers. John Wiley & Sons.27. Osterwalder, A., & Pigneur, Y. (2011). Aligning profit and purpose through business model innovation. Responsible management practices for the 21st century. Pearson International, 61-75.28. Osterwalder, A., Pigneur, Y., Bernarda, G., & Smith, A. (2014). Value proposition design: How to create products and services customers want. John Wiley & Sons.29. Reichheld, F.F. (1996a), The loyalty effect: the hidden force behind growth, profits, and lasting value. Harvard Business School Press, Boston, MA.30. Reichheld, F.F. (1996b), Learning from customer defections, Harvard Business Review, March-April, 74(2), 56-67.31. Rust, R. T., Moorman, C., & Bhalla, G. (2010). Rethinking marketing. Harvard business review, 88(1/2), 94-101.32. Tapp, A., & Clowes, J. (2002). From “carefree casuals” to “professional wanderers”. European Journal of Marketing, 36(11/12), 1248–1269.33. Vargo, S. L., & Lusch, R. F. (2008). Service-dominant logic: continuing the evolution. Journal of the Academy of marketing Science, 36(1), 1-10.34. Yang, Z., & Fang, X. (2004). Online service quality dimensions and their relationships with satisfaction. International journal of service industrymanagement, 15(3), 302-326. zh_TW dc.identifier.doi (DOI) 10.6814/NCCU202000763 en_US
