建構服務科學準備度指標之研究-以S科技服務公司為例

Abstract

服務業與經濟成長的關係一直是現代服務經濟研究中的核心問題，如何計量服務的生產力和服務創新是解決問題的關鍵。服務科學是研究如何運用科學的方法和原則管理服務的組織過程和資源，以改進服務的性能和成本。 本研究旨探討適用於3C售後服務業之科學準備度指標，以及準備度指標之相對權重，並採德菲法與層級程序分析等方法，進行資料蒐集、分析與建構服務科學準備度指標。根據研究結果共分為財務、顧客、程序、學習與成長及人性系統等五大構面與12個準備度指標項目和39個指標內容，並透過AHP評定各指標之相對權重發現以服務站為最適合優先導入單位。研究結果期能具體對有關企業機構、企業主管與專業人員提出應用之參考，以及予後續研究者具體之建議。The relationship between service industry and economic growth is always the core issue for the research of modern service economics. How to evaluate the productivity and innovation of service is the key point to solving this problem. Service science is the research of how to use scientific methods and principles to manage the service organizations, processes, and resources in order to improve the service functionality and cost. The purpose of this study is to analyze the appropriate scientific readiness indicators for the post-sale service industry of 3C products and the relative weights of these readiness indicators. The Delphi techniques and the Analytical Hierarchy Process (AHP) were used to collect and analyze data, and to establish the readiness indicators of service science.The research results cover 12 readiness indicators and 39 indicator contents in five aspects, including finance, customers, processes, learning and growth, and human nature system. In addition, an assessment of the relative weights of the indicators by using AHP has found the post-sale service by service stations is the first priority approach to implement.Hopefully the research results can provide a helpful reference for the executives and professional staff of related enterprises, and for the subsequent researches.