| dc.contributor.advisor | 黃思明 | zh_TW |
| dc.contributor.author (Authors) | 廖寧瑋 | zh_TW |
| dc.creator (作者) | 廖寧瑋 | zh_TW |
| dc.date (日期) | 2009 | en_US |
| dc.date.accessioned | 11-Oct-2011 16:48:42 (UTC+8) | - |
| dc.date.available | 11-Oct-2011 16:48:42 (UTC+8) | - |
| dc.date.issued (上傳時間) | 11-Oct-2011 16:48:42 (UTC+8) | - |
| dc.identifier (Other Identifiers) | G0097355042 | en_US |
| dc.identifier.uri (URI) | http://nccur.lib.nccu.edu.tw/handle/140.119/51545 | - |
| 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 | zh_TW |
| dc.description (描述) | 97355042 | zh_TW |
| dc.description (描述) | 98 | zh_TW |
| dc.description.abstract (摘要) | 本研究以精實服務的概念檢視中國IT（Information Technology）商場的消費溪流，藉此找出商場服務中所存在的「浪費」。透過親臨消費現場的方式，分析各種商場活動的目的、所需的時間，以及導致活動循環的原因，並將消費與其所對應之服務流程加以連結，找出影響消費溪流缺乏效率之因，最後進一步探討消費流程的浪費從何而來。 為了瞭解商場供給服務與管理對消費溪流的影響，本研究鎖定五間中國1-3級城市中具領導地位的知名連鎖IT商場作為個案公司，進行消費者購買決策觀察、商家人員服務觀察、商場規劃與設計觀察、商場管理訪談，從中分析消費失效與浪費，並解釋其可能原因。根據研究發現，消費者經常將間花費在對購買、維修目的無益的活動上，以及銷售人員的日常工作內容亦包含諸多對商場經營績效缺乏貢獻的活動，目前中國IT商場面臨的主要浪費如下：一、動作的浪費：消費者花費時間在不必要的移動。二、等待時間的浪費：消費者花費時間在沒有價值的等待上。三、人才的浪費：銷售人員耗費大量時間進行產品維修。 雖然所有個案商場普遍面臨上述之消費流程的浪費，但各IT商場消費溪流中所存在的浪費仍具有程度上之差異，根據個案分析結果顯示，不同個案商場在各項分析指標都出現比例上與幅度上的差異，此乃因商場所擁有之設計與管理方式不同，連帶影響消費者的購買、維修流程。 | zh_TW |
| dc.description.tableofcontents | 摘要...............................................................Ⅰ目錄...............................................................Ⅱ圖目錄.............................................................Ⅳ表目錄.............................................................Ⅴ第一章 緒論........................................................1第一節 研究動機................................................1第二節 研究目的................................................2第三節 研究背景................................................3第四節 研究範圍界定............................................5第五節 研究限制................................................5第二章 文獻探討....................................................6第一節 消費者購買行為..........................................6 一、消費者行為..............................................6 二、購買決策階段............................................7第二節 精實服務...............................................13 一、精實系統思考...........................................13 二、何謂價值...............................................17 三、何謂浪費...............................................18 四、精實服務...............................................19第三章 研究方法...................................................21第一節 研究流程...............................................21第二節 研究方法...............................................22第三節 資料蒐集...............................................23 一、消費者買行為追蹤觀察...................................25 二、商家銷售人員定點觀察...................................28 三、商家銷售人員訪談.......................................31 四、商場觀察...............................................32第四節 研究分析方法...........................................32 一、購買行消費者...........................................33 二、維修型消費者...........................................34第四章 個案描述與分析.............................................35第一節 中國IT商場產業概述....................................35 一、中國IT零售通路型態.....................................35 二、數碼賣場的當前挑戰......................................37第二節 個案描述...............................................39 壹、百腦匯IT商場個案......................................39 貳、太平洋數碼廣場個案.....................................46 参、頤高數碼個案...........................................52 肆、賽博數碼廣場個案.......................................56 伍、假日E時代電子城個案...................................61第三節 個案分析...............................................65 壹、百腦匯IT商場個案......................................65 貳、太平洋數碼廣場個案.....................................73 参、頤高數碼個案...........................................80 肆、賽博數碼廣場個案.......................................84 伍、假日E時代電子城個案...................................90第五章 結論與建議.................................................95第一節 結論...................................................95第二節 廠商建議...............................................97第三節 未來研究建議...........................................98參考文獻...........................................................99 | zh_TW |
| dc.language.iso | en_US | - |
| dc.source.uri (資料來源) | http://thesis.lib.nccu.edu.tw/record/#G0097355042 | en_US |
| dc.subject (關鍵詞) | 精實服務 | zh_TW |
| dc.subject (關鍵詞) | 消費溪流 | zh_TW |
| dc.title (題名) | 從精實服務觀點探討IT商場的消費溪流 | zh_TW |
| dc.title (題名) | Exploring of the consumption stream in IT mall from the perspective of lean service process | en_US |
| dc.type (資料類型) | thesis | en |
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