:::

詳目顯示

回上一頁
題名:服務事業層級式分類方法之設計與運用
作者:陳彥豪
作者(外文):Yen-Hau Chen
校院名稱:國立臺灣大學
系所名稱:商學研究所
指導教授:黃崇興
學位類別:博士
出版日期:2011
主題關鍵詞:分類服務事業服務組合名目群體法ClassificationService BusinessService PackageNominal Group Technique
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:0
  • 點閱點閱:70
現代服務事業經營方式的變化以及新興經營模式的興起,使得過去學者所提出之服務分類越來越難加以詮釋;同時,過去的分類方式與過程,也缺乏嚴謹的理論檢驗,實際應用的穩定度不足,造成分類時的混淆。
本研究透過整理發展數個世紀的分類理論,以及學術界對服務與服務分類的相關看法,發展層級式「服務事業分類模式」,並以名目群體法對服務事業的內涵進行實證研究,建立可實際操作分類之方法。
研究結果發現下列重要結論:一、進行分類時必須考慮分類主體、分類準則以及分類架構等三要素;二、進行分類的主體為「服務事業」之「核心型服務」;三、服務事業可被分成「移轉主權型」、「暫用租賃型」、「身心強化型」以及「資產改善型」四類;四、以層級式進行服務事業分類,具備穩定性及延展性;五、名目群體法可有效確定服務事業之核心服務,以進行分類操作。
本研究的貢獻在首次以分類理論進行服務事業分類之建構,並以層級式的架構來表達分類的結果,該結果能充分解釋過去分類模式所提及之類型,也具備未來發展之彈性;而所建立的分類操作方法,也讓本研究分類模式較其他學說更具備完整性與可用性。
The theories of service classification proposed in past articles have difficulty explaining the modern service business, which may have changes in operations or a new business model. Those previous theories, which were developed separately from classification theory, also cause confusion in application.
This article developed the hierarchical service business classification by reviewing classification theories and presenting conclusions about the concept of service and its classification raised by other scholars. The application of the classification had been confirmed by an empirical research using the Nominal Group Technique (NGT).
The major conclusions are: (1) There are three factors which need to be followed when developing a classification: classification entity, classification criteria, and classification structure; (2) The classification entity in this article is the “core service” of a “service business”; (3) A service business can be categorized as one of the following types: “Possession Exchange”, “Capacity Rental”, “People Enhancement”, and “Property Improvement”; (4) The classification developed hierarchically has more flexibilities in future applications; (5) The core service of a service business can be identified by NGT, and applied in the classification developed.
There are some academic contributions in this article. (1) The development of the classification is the first one that follows the logic of the well-developed classification theories; (2) The result of the classification can fully cover the past theories and has more flexibility (or explanatory power); (3) The classification scheme is more usable with a well-developed application method.
Araujo, L., & Spring, M. (2006). Services, products, and the institutional structure of production. Industrial Marketing Management, 35, 797-805.
Bailey, K. D. (1984). A Three-Level Measurement Model. Quality and Quantity, 18, 225-245.
Bailey, K. D. (1994). Typologies and Taxonomies: An Introduction to Classification Techniques: Sage Publications.
Becker, H. (1940). Constructive typology in the social sciences. In H. E. Barnes, H. Becker & F. B. Becker (Eds.), Contemporary Social Theory. New York: D. Appleton Century.
Bitner, M. J., Brown, S. W., & Meuter, M. L. (2000). Technology Infusion in Service Encounter. Journal of Academy of Marketing Science, 28(1), 138-149.new window
Bowen, J. (1990). Development of a Taxonomy of Services to Gain Strategic Marketing Insights. Journal of the Academy Marketing Science, 18(1), 43-49.new window
Cook, D. P., Goh, C.-H., & Chung, C. H. (1999). Service Typologies: A state of the art survey. Production and Operations Management, 8(3), 318-338.
Cunningham, L. F., Young, C. E., Ulaga, W., & Lee, M. (2004). Consumer Views of Service Classifications in the USA and France. The Journal of Services Marketing, 18(6/7), 421-432.
Fitzsimmons, J. A., & Fitzsimmons, M. J. (2008). Service Management: Operations, Strategy, Information Technology (6 edition ed.). New York: McGraw-Hill.
Gadrey, J. (2000). The Characterization of Goods and Services: An Alternative Approach. Review of Income and Wealth, 46(3), 369-387.
Gordon, W., & Langmaid, R. (1988). Qualitative Market Research. Brookfield, Vermont: Gower.
Greenbaum, T. L. (1991, Sep. 2). Focus groups vs. one-on-ones: the controversy continues. Markeitng News, 25.
Gronroos, C. (2007). Service Management and Marketing: Customer Management in Service Competition (3rd ed.). Chichester: John Wiley & Sons.
Harry Bouwman, & Fielt, E. (2008). Service Innovation and Business Models. In Harry Bouwman, Henny De Vos & T. Haaker (Eds.), Mobile Service Innovation and Business Models (pp. 9-30): Springer Berlin Heidelberg.
Hill, P. T. (1977). On Goods and Services. Review of Income and Wealth, 23(4), 315-338.
Johnston, B., & Morris, B. (1984). Monitoring and Control in Service Operations. International Journal of Operations & Production Management, 5(1), 32-38.new window
Johnston, R., & Clark, G. (2008). Service Operations Management (3rd ed.). Essex: Pearson Education.
Judd, R. C. (1964). The Case for Redefining Services. Journal of Marketing, 28(Janurary), 58-59.
Lakoff, G. (1987). Women, fire, and dangerous things: What categories reveal about the mind. Chicago: University of Chicago Press.
Liu, C.-H., & Wang, C.-C. (2008). Forecast competitor service strategy with service taxonomy and CI data. European Journal of Marketing, 42(7-8), 746-765.
Lovelock, C., & Gummesson, E. (2004). Whither Services Marketing? In Search of a New Paradigm and Fresh Perspectives. Journal of Service Research, 7(1), 20-41.new window
Lovelock, C., & Wirtz, J. (2004). Services Marketing: People, Technology, Strategy (5th ed.). New Jersey: Pearson Education.
Lovelock, C., & Wirtz, J. (2007). Services Marketing: People, Technology, Strategy (6 ed.). New Jersey: Pearson Prentice Hall.
Lovelock, C. H. (1983). Classifying Services to Gain Strategic Marketing Insights. The Journal of Marketing, 47(3), 9-20.
Lovelock, C. H., & Yip, G. S. (1996). Developing Global Strategies for Service businesses. California Management Review, 38(2), 64-86.
Mary Jo Bitner, Stephen W. Brown, Michael Goul, & Urban, S. (2008). Services Science Journey: Foundations, Progress, and Challenges. In Bill Hefley & W. Murphy (Eds.), Service Science, Management and Engineering Education for the 21st Century (pp. 227-233): Springer.
McKinney, J. C. (1954). Constructive typology in social research. In J. T. Doby, E. A. Suchman, J. C. Mckinney, R. G. Francis & J. P. Dean (Eds.), An Introduction to Social Research. Harrisburg, PA: Stackpole.
Morgan, D. L. (1997). Focus groups as qualitative research Thousand Oaks, CA: Sage Publications.
Ng, S., Russell-Bennett, R., & Dagger, T. (2007). A typology of mass services: the role of service delivery and consumption purpose in classifying service experiences. Journal of Service Marketing, 21(7), 471-480.
Normann, R. (2000). Service Management: Strategy and Leadership in Service Business (3rd ed.). Chechester: John Wiley & Sons.
Palmer, A. (2008). Principles of Services Marketing (5th ed.). Berkshire: McGraw-Hill Education.
Rosch, E. (1978). Principle of Categorization. In E. Rosch & B. B. Lloyd (Eds.), Cognition and Categorization. Hillsdale, NJ: Lawrence Erlbaum Associates.
Ruyter, K. d. (1996). Focus versus nominal group interviews: a comparative analysis. Marketing Intelligence & Planning, 14(6), 44-50.
Sasser, E. W., Olsen, P. R., & Wyckoff, D. D. (1978). Management of Service Operations: Text, Cases, and Readings. Boston: Allyn and Bacon.
Schmenner, R. W. (1986). How Can Service Businesses Survive and Prosper? Sloan Management Review, 27(3), 21-32.
Shostack, G. L. (1977). Breaking Free from Product Marketing. The Journal of marketing, 41(2), 73-80.
Shostack, G. L. (1987). Service Positioning through Structural Change. Journal of Marketing, 51(1), 33-43new window
Silvestro, R., Fitzgerald, L., Johnson, R., & Voss, C. (1992). Towards a Classification of Service Processes. International Journal of Service Industry Management, 3(3), 62-75.
Stephen L. Vargo, & Lusch, R. F. (2004). Evolving to a New Dominant Logic for Marketing. Journal of Marketing, 68(1), 1-17.new window
Stewart, D. W., & Shamdasani, P. N. (1990). Focus Groups: Theory and Practice. Newbury Park, CA: Sage Publications.
Weber, M. (1949). On the Methodology of the Social Sciences. New York: The Free Press of Glencoe.
Wemmerlov, U. (1990). A Taxonomy for Service Process and Its Implications for System Design. International Journal of Service Industry Management, 1(3), 20-40.new window
Wilson, A., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2008). Services Marketing: Integrating Customer Focus Across the Firm. Berkshire: McGraw-Hill Education.
Wittgenstein, L. (1953). Philosophical Investigations. Oxford: Basil Blackwell.
亞里斯士德. (2002). 亞里士多德‧工具論(上). 台北市: 慧明文化.
孫振聲. (1981). 白話易經. 台北市: 星光出版社.
曾仰如. (1989). 亞里斯多德. 台北市: 東大圖書.new window
鄭惠珍. (2009). 中西圖書分類原理之比較研究. 博士, 台灣大學, 台北市.new window
蕭瑞麟. (2007). 不用數字的研究. 台北市: 台灣培生教育.


 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關著作
 
無相關點閱
 
QR Code
QRCODE