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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 4-九月-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. 參考文獻 Anderson, E.W., and Mittal, V., (2000). Strengthening the satisfaction-profit chain, Journal of Service Research, 3(2),107-120.Armistead, C.G., (1990). Service operations strategy: framework for matching the service operations task and the service delivery system, International Journal of Service Industry Management, 1(2), 6-16.Babin, L.A., (1995). Effects of price framing on consumer behavior, in Marketing Foundations for a Changing World, Brian T. Engelland and Denise T. 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IT-based services and service quality in consumer banking, International Journal of Service Industry Management, 13(1), 69-90. 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 Tsyr en_US dc.contributor.author (作者) 解燕豪 zh_TW dc.contributor.author (作者) Hsieh, Yen Hao en_US dc.creator (作者) 解燕豪 zh_TW dc.creator (作者) Hsieh, Yen Hao en_US dc.date (日期) 2009 en_US dc.date.accessioned 4-九月-2013 16:55:49 (UTC+8) - dc.date.available 4-九月-2013 16:55:49 (UTC+8) - dc.date.issued (上傳時間) 4-九月-2013 16:55:49 (UTC+8) - dc.identifier (其他 識別碼) G0095356507 en_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) 95356507 zh_TW dc.description (描述) 98 zh_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 1CHAPTER 1 INTRODUCTION 31.1 Motivation and Scope of the Study 41.2 Research Question and the Significance 71.3 Objective and Contribution of the Study 111.4 Overview of the Research Designs 151.5 Organization of the Study 17CHAPTER 2 LITERATURE REVIEW 202.1 Background 212.2 Customer Service Experience 272.3 Customer Expectation Management 362.4 Technology Spillover 402.5 Concluding Remarks 43CHAPTER 3 THEORETICAL FRAMEWORK 453.1 Theory Groundings 463.2 Service Operation within Service Experience 523.3 Synthesized Conceptual Theoretical Framework 573.4 Exquisite Technology 623.5 Summary 64CHAPTER 4 RESEARCH METHODOLOGY FOR CUSTOMER EXPECTATION MANAGEMENT 664.1 Ubiquitous 2.0 Exhibition Service System 674.2 The Classification of Customer Expectation Management Engine 734.3 The Core Design of the U2EX System 814.4 The Design Logic of the U2EX System 844.5 Summary 86CHAPTER 5 THE EVALUATION OF THE THEORETICAL CONCEPT 895.1 Interview Design 905.2 Deductive Testing 955.3 The Survey Results of Exhibitors 1055.4 Conclusions 107CHAPTER 6 CUSTOMER EXPECTATION MEASUREMENT MODEL 1106.1 The Theory Groundings of Fechner’s Law 1116.2 The Capital Requirements of Operation Risk 1146.3 The Expectation Measurement Model 1166.4 Evaluation for Customer Expectation Measurement Model 1266.5 Discussions 141CHAPTER 7 THE ALGORITHM OF THE CUSTOMER EXPECTATION MANAGEMENT ENGINE 1447.1 The Hawk and Dove Game Method of the Engine 145CHAPTER 8 THE S-D BASED INPUT-OUTPUT ANALYSIS APPROACH FOR TECHNOLOGY SPILLOVER 1618.1 Input-output Analysis Approach 1628.2 The Service-Dominant Logic Based Approach for Technology Spillover 1658.3 A Case Study on the Exquisite Technology 1698.4 Discussions 179CHAPTER 9 DISSCUSIONS AND IMPLICATIONS 1829.1 Discussions 1829.2 Implications 1909.3 Overview of the Research Methodology 195CHAPTER 10 CONCLUSIONS 20110.1 Overview of the Study 20110.2 Research Contributions of the Study 20410.3 Limitations of the Study 20510.4 Further Research Directions 206APPENDIX A 223APPENDIX B 274APPENDIX 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/#G0095356507 en_US dc.subject (關鍵詞) Service experience design zh_TW dc.subject (關鍵詞) Customer expectation management zh_TW dc.subject (關鍵詞) Service operation zh_TW dc.subject (關鍵詞) Cyber-physical service zh_TW dc.subject (關鍵詞) Expectation measurement zh_TW dc.subject (關鍵詞) Exquisite technology zh_TW dc.subject (關鍵詞) Technology spillover zh_TW dc.subject (關鍵詞) Service science zh_TW dc.subject (關鍵詞) Service experience design en_US dc.subject (關鍵詞) Customer expectation management en_US dc.subject (關鍵詞) Service operation en_US dc.subject (關鍵詞) Cyber-physical service en_US dc.subject (關鍵詞) Expectation measurement en_US dc.subject (關鍵詞) Exquisite technology en_US dc.subject (關鍵詞) Technology spillover en_US dc.subject (關鍵詞) Service science en_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 service en_US dc.type (資料類型) thesis en dc.relation.reference (參考文獻) Anderson, E.W., and Mittal, V., (2000). 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