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題名 於數位實體服務之期望式服務體驗設計與作業管理方法
Expectation-based experience and operation design and management for cyber-physical service
作者 解燕豪
Hsieh, Yen Hao
貢獻者 苑守慈
Yuan, Soe Tsyr
解燕豪
Hsieh, Yen Hao
關鍵詞 Service experience design
Customer expectation management
Service operation
Cyber-physical service
Expectation measurement
Exquisite technology
Technology spillover
Service science
Service experience design
Customer expectation management
Service operation
Cyber-physical service
Expectation measurement
Exquisite technology
Technology spillover
Service science
日期 2009
上傳時間 4-Sep-2013 16:55:49 (UTC+8)
摘要 In the era of experience economy, how best to deliver memorable and exciting customer experiences has become a key issue for service providers. This research aims to build a systematical, quantitative and expectation-based mechanism to design and manage service experience and operation for cyber-physical services. Consequently, this study not only analyzes and synthesizes the critical factors by reviewing literatures (that is, customer expectation, service operation and customer emotion) within the background of service science but also establishes a conceptual theoretical framework for designing satisfactory service experiences. Furthermore, this study presents a concept of the Exquisite Technology and a service system (i.e. U2EX) with a customer expectation management engine (including five core methods, Hawk-Dove game, Coopetition, PSO, FCM and expectation measurement model) in the exhibition context to demonstrate the feasibility of implementing the notions of customer expectation management and service experience design. Besides, we integrate the expectation theory with the emotion theory to build a theoretical concept and employ a multimethod (including a single case study, interviews, simulations and questionnaire surveys) to test the relations and research propositions of the theoretical concept. The research results show positive evidences to support our developed theoretical concept.
The customer expectation measurement model is one critical element of the proposed engine that can help service providers understand and quantify customer expectation in dynamic and real time environments for appropriate service experiences based on the systematical and theoretical groundings (i.e. Fechner’s law and operation risk). Hence, we use the simulations to verify the reliability of the customer expectation measurement model. Meanwhile, this research also conducts simulation experiments of Hawk-Dove game, PSO, FCM and Coopetition methods to have preliminary evidences for supporting the proposed mechanism. Thus, service providers provide customers with high-quality service experiences to achieve customer satisfaction and co-create values with customers through meticulous service experiences design approaches. The proposed mechanism of expectation-based service experience and operation design and management has been demonstrated in the exhibition service sector. We would like to apply the advantage and usage of the proposed mechanism to the other feasible domains and service sectors. Consequently, this study proposes a S-D based input-output analysis approach in order to find the potential fields that can also adopt the proposed mechanism by measuring the effects of technology spillovers.
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描述 博士
國立政治大學
資訊管理研究所
95356507
98
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0095356507
資料類型 thesis
dc.contributor.advisor 苑守慈zh_TW
dc.contributor.advisor Yuan, Soe Tsyren_US
dc.contributor.author (Authors) 解燕豪zh_TW
dc.contributor.author (Authors) Hsieh, Yen Haoen_US
dc.creator (作者) 解燕豪zh_TW
dc.creator (作者) Hsieh, Yen Haoen_US
dc.date (日期) 2009en_US
dc.date.accessioned 4-Sep-2013 16:55:49 (UTC+8)-
dc.date.available 4-Sep-2013 16:55:49 (UTC+8)-
dc.date.issued (上傳時間) 4-Sep-2013 16:55:49 (UTC+8)-
dc.identifier (Other Identifiers) G0095356507en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/60199-
dc.description (描述) 博士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) 95356507zh_TW
dc.description (描述) 98zh_TW
dc.description.abstract (摘要) In the era of experience economy, how best to deliver memorable and exciting customer experiences has become a key issue for service providers. This research aims to build a systematical, quantitative and expectation-based mechanism to design and manage service experience and operation for cyber-physical services. Consequently, this study not only analyzes and synthesizes the critical factors by reviewing literatures (that is, customer expectation, service operation and customer emotion) within the background of service science but also establishes a conceptual theoretical framework for designing satisfactory service experiences. Furthermore, this study presents a concept of the Exquisite Technology and a service system (i.e. U2EX) with a customer expectation management engine (including five core methods, Hawk-Dove game, Coopetition, PSO, FCM and expectation measurement model) in the exhibition context to demonstrate the feasibility of implementing the notions of customer expectation management and service experience design. Besides, we integrate the expectation theory with the emotion theory to build a theoretical concept and employ a multimethod (including a single case study, interviews, simulations and questionnaire surveys) to test the relations and research propositions of the theoretical concept. The research results show positive evidences to support our developed theoretical concept.
The customer expectation measurement model is one critical element of the proposed engine that can help service providers understand and quantify customer expectation in dynamic and real time environments for appropriate service experiences based on the systematical and theoretical groundings (i.e. Fechner’s law and operation risk). Hence, we use the simulations to verify the reliability of the customer expectation measurement model. Meanwhile, this research also conducts simulation experiments of Hawk-Dove game, PSO, FCM and Coopetition methods to have preliminary evidences for supporting the proposed mechanism. Thus, service providers provide customers with high-quality service experiences to achieve customer satisfaction and co-create values with customers through meticulous service experiences design approaches. The proposed mechanism of expectation-based service experience and operation design and management has been demonstrated in the exhibition service sector. We would like to apply the advantage and usage of the proposed mechanism to the other feasible domains and service sectors. Consequently, this study proposes a S-D based input-output analysis approach in order to find the potential fields that can also adopt the proposed mechanism by measuring the effects of technology spillovers.		en_US
dc.description.tableofcontents ABSTRACT 1
CHAPTER 1 INTRODUCTION 3
1.1 Motivation and Scope of the Study 4
1.2 Research Question and the Significance 7
1.3 Objective and Contribution of the Study 11
1.4 Overview of the Research Designs 15
1.5 Organization of the Study 17
CHAPTER 2 LITERATURE REVIEW 20
2.1 Background 21
2.2 Customer Service Experience 27
2.3 Customer Expectation Management 36
2.4 Technology Spillover 40
2.5 Concluding Remarks 43
CHAPTER 3 THEORETICAL FRAMEWORK 45
3.1 Theory Groundings 46
3.2 Service Operation within Service Experience 52
3.3 Synthesized Conceptual Theoretical Framework 57
3.4 Exquisite Technology 62
3.5 Summary 64
CHAPTER 4 RESEARCH METHODOLOGY FOR CUSTOMER EXPECTATION MANAGEMENT 66
4.1 Ubiquitous 2.0 Exhibition Service System 67
4.2 The Classification of Customer Expectation Management Engine 73
4.3 The Core Design of the U2EX System 81
4.4 The Design Logic of the U2EX System 84
4.5 Summary 86
CHAPTER 5 THE EVALUATION OF THE THEORETICAL CONCEPT 89
5.1 Interview Design 90
5.2 Deductive Testing 95
5.3 The Survey Results of Exhibitors 105
5.4 Conclusions 107
CHAPTER 6 CUSTOMER EXPECTATION MEASUREMENT MODEL 110
6.1 The Theory Groundings of Fechner’s Law 111
6.2 The Capital Requirements of Operation Risk 114
6.3 The Expectation Measurement Model 116
6.4 Evaluation for Customer Expectation Measurement Model 126
6.5 Discussions 141
CHAPTER 7 THE ALGORITHM OF THE CUSTOMER EXPECTATION MANAGEMENT ENGINE 144
7.1 The Hawk and Dove Game Method of the Engine 145
CHAPTER 8 THE S-D BASED INPUT-OUTPUT ANALYSIS APPROACH FOR TECHNOLOGY SPILLOVER 161
8.1 Input-output Analysis Approach 162
8.2 The Service-Dominant Logic Based Approach for Technology Spillover 165
8.3 A Case Study on the Exquisite Technology 169
8.4 Discussions 179
CHAPTER 9 DISSCUSIONS AND IMPLICATIONS 182
9.1 Discussions 182
9.2 Implications 190
9.3 Overview of the Research Methodology 195
CHAPTER 10 CONCLUSIONS 201
10.1 Overview of the Study 201
10.2 Research Contributions of the Study 204
10.3 Limitations of the Study 205
10.4 Further Research Directions 206
APPENDIX A 223
APPENDIX B 274
APPENDIX C 275		zh_TW
dc.format.extent 3059232 bytes-
dc.format.mimetype application/pdf-
dc.language.iso en_US-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0095356507en_US
dc.subject (關鍵詞) Service experience designzh_TW
dc.subject (關鍵詞) Customer expectation managementzh_TW
dc.subject (關鍵詞) Service operationzh_TW
dc.subject (關鍵詞) Cyber-physical servicezh_TW
dc.subject (關鍵詞) Expectation measurementzh_TW
dc.subject (關鍵詞) Exquisite technologyzh_TW
dc.subject (關鍵詞) Technology spilloverzh_TW
dc.subject (關鍵詞) Service sciencezh_TW
dc.subject (關鍵詞) Service experience designen_US
dc.subject (關鍵詞) Customer expectation managementen_US
dc.subject (關鍵詞) Service operationen_US
dc.subject (關鍵詞) Cyber-physical serviceen_US
dc.subject (關鍵詞) Expectation measurementen_US
dc.subject (關鍵詞) Exquisite technologyen_US
dc.subject (關鍵詞) Technology spilloveren_US
dc.subject (關鍵詞) Service scienceen_US
dc.title (題名) 於數位實體服務之期望式服務體驗設計與作業管理方法zh_TW
dc.title (題名) Expectation-based experience and operation design and management for cyber-physical serviceen_US
dc.type (資料類型) thesisen
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