| dc.contributor.advisor | 尚孝純 | zh_TW |
| dc.contributor.advisor | Shang, Shari S. C. | en_US |
| dc.contributor.author (Authors) | 游鎮毓 | zh_TW |
| dc.contributor.author (Authors) | Yu, Cheng Yu | en_US |
| dc.creator (作者) | 游鎮毓 | zh_TW |
| dc.creator (作者) | Yu, Cheng Yu | en_US |
| dc.date (日期) | 2008 | en_US |
| dc.date.accessioned | 14-Sep-2009 09:14:48 (UTC+8) | - |
| dc.date.available | 14-Sep-2009 09:14:48 (UTC+8) | - |
| dc.date.issued (上傳時間) | 14-Sep-2009 09:14:48 (UTC+8) | - |
| dc.identifier (Other Identifiers) | G0096356001 | en_US |
| dc.identifier.uri (URI) | https://nccur.lib.nccu.edu.tw/handle/140.119/31097 | - |
| dc.description (描述) | 碩士 | zh_TW |
| dc.description (描述) | 國立政治大學 | zh_TW |
| dc.description (描述) | 資訊管理研究所 | zh_TW |
| dc.description (描述) | 96356001 | zh_TW |
| dc.description (描述) | 97 | zh_TW |
| dc.description.abstract (摘要) | Service is provided through the application of service systems, which consist of clients and service providers that interact to co-produce value. However, because of the complexity of the management and modeling of people, technologies, knowledge, activities, processes, intentions, organizations, and wide range of types of service systems, formal representation and modeling of service systems is still in its initial stage. There is a need for a clearer understanding of service systems and the capabilities required for excellent service operation and continuous service innovation. The objectives of this study are three-fold: (1) to understand the required capabilities of service systems, (2) to examine service systems using different classifications, and (3) to explore the capabilities of service systems. This study establishes a comprehensive understanding of service systems, service components, different classifications of service systems, and required capabilities of service systems through qualitative media analysis and multiple case studies. The findings of this study are: (1) Service systems components are organized into four major parts: service provider, service client, service controller, and service supporting components. (2) Ten service systems classifications are constructed through the six classifying dimensions of customer participation, communication time, information richness, intimacy, customization, and delivery by ICT (information and communication technology). (3) Five service systems capabilities: integration, customization, technology optimizing, innovation, and learning, are proposed. (4) Six types of service systems are found when exploring the capabilities of service systems. Each type of service systems acts differently to acquire different capabilities. (5) The relationships between classifying dimensions and capabilities are delineated. Capabilities can be influenced by different classifying dimensions This study provides a structural framework for organizing business opportunities, as well as management implications for service systems management. | en_US |
| dc.description.tableofcontents | 1. Introduction 1 2. Literature Review 3 2.1 What do we mean by services? 3 2.2 What is a service system? 7 2.3 Components of Service Systems 10 2.4 Classifications of Service Systems 13 2.5 Service Systems Capabilities 18 3. Research Methodology 22 3.1 Research Process 22 3.2 Qualitative Media Analysis 22 4. Case Study 25 4.1 Sinyi Realty Inc 25 4.1.1 Service Systems Components of Sinyi Realty Inc 25 4.1.2 Service Systems Capabilities of Sinyi Realty Inc 27 4.2 Progressive Corporation 29 4.2.1 Service Systems Components of Progressive Corporation 29 4.2.2 Service Systems Capabilities of Progressive Corporation 30 4.3 IKEA 31 4.3.1 Service Systems Components of IKEA 32 4.3.2 Service Systems Capabilities of IKEA 33 4.4 Taiwan Taxi 34 4.4.1 Service Systems Components of Taiwan Taxi 34 4.4.2 Service Systems Capabilities of Taiwan Taxi 36 4.5 Tamago-Ya 37 4.5.1 Service Systems Components of Tamago-Ya 37 4.5.2 Service Systems Capabilities of Tamago-Ya 38 4.6 Southwest Airlines 39 4.6.1 Service Systems Components of Southwest Airlines 39 4.6.2 Service Systems Capabilities of Southwest Airlines41 4.7 McDonald`s 42 4.7.1 Service Systems Components of McDonald`s 42 4.7.2 Service Systems Capabilities of McDonald`s 44 4.8 Cross-Case Comparison 45 5.Discussion 53 5.1 Integration Capability 53 5.2 Customization Capability 54 5.3 Technology Optimizing Capability 55 5.4 Innovation Capability 55 5.5 Learning Capability 56 5.6 Summary 57 6.Conclusion 58 6.1Summary 58 6.2 Academic and Managerial Implication 60 6.3 Limitations and Future work 60 References 62 | zh_TW |
| dc.language.iso | en_US | - |
| dc.source.uri (資料來源) | http://thesis.lib.nccu.edu.tw/record/#G0096356001 | en_US |
| dc.subject (關鍵詞) | 服務 | zh_TW |
| dc.subject (關鍵詞) | 服務系統 | zh_TW |
| dc.subject (關鍵詞) | 服務系統能力 | zh_TW |
| dc.subject (關鍵詞) | 服務系統組成 | zh_TW |
| dc.subject (關鍵詞) | 服務系統分類 | zh_TW |
| dc.subject (關鍵詞) | Service | en_US |
| dc.subject (關鍵詞) | Service systems | en_US |
| dc.subject (關鍵詞) | Service systems capabilities | en_US |
| dc.subject (關鍵詞) | Service systems components | en_US |
| dc.subject (關鍵詞) | Service systems classifications | en_US |
| dc.title (題名) | 服務系統能力之研究 | zh_TW |
| dc.title (題名) | A Study on service systems capabilities | en_US |
| dc.type (資料類型) | thesis | en |
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