Business Excellence Model for 3C Service Industry in Taiwan: A Study of Establishing Readiness Indicators of Service Science, Management and Engineering_

:::

詳目顯示

第 1 筆 / 總合 1 筆

/1頁

來源文獻資料
摘要
外文摘要
引文資料

題名：	Business Excellence Model for 3C Service Industry in Taiwan: A Study of Establishing Readiness Indicators of Service Science, Management and Engineering
書刊名：	管理評論
作者：	廖珮妏／戴啟民／于俊傑／余鑑
作者(外文)：	Liao, Pei-wen／Tai, Chi-min／Yi, Chin-cheh／Yu, Chien
出版日期：	2015
卷期：	34:3
頁次：	頁35-49
主題關鍵詞：	服務科學；平衡計分卡；德菲法；層級分析法；Service science management and engineering；SSME；Balanced scorecard card；BSC；Delphi method；Analytical hierarchical process；AHP
原始連結：	連回原系統網址
相關次數：	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:0 共同引用:0 點閱:33

服務業與經濟成長的關係一直是現代服務經濟研究的核心問題，如何計量服務生產力和服務創新，將是解決問題的關鍵。追求卓越的企業需要一套成功地指標與系統性方法，服務科學結合基礎管理、工程的理論，並運用科學的方法與原則，與管理服務的組織過程與資源，來改進服務的性能和成本。本研究旨探討3C售後服務業的科學準備度指標，以及相對權重，採德菲法與層級程序分析方法。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，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。我們的目標是協助組織建構SSME準備度，並建立有效的服務流程，並使他們能在迅速變化的商業環境中保有競爭力。最後提出建議以協助管理者以客觀評估個案的一致性，和提高人員服務效能，以保持3C產業競爭力。

以文找文

The relationship between service industry and economic growth is always the core issue in modern service economics research. How to evaluate the productivity and innovation of service is the key point to solving this problem. Business in pursuit of excellence will need successful indicators and a systematic approach. The concept of service science, management and engineering (SSME) is an emerging interdisciplinary approach that combines fundamental management and engineering theories. Service science is the study of how to use scientific methods and principles to manage the service organizations, processes and resources to improve 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 in five aspects, including finance, customers, processes, learning growth and human system. In addition, an assessment of the relative weights of the indicators using the AHP has found that post-sale service by service stations is the first priority approach that should be implemented. The objective is to help organizations construct SSME readiness and establish effective service processes, thus enabling them to stay competitive in a rapidly changing business environment. This could help managers make an objective assessment of the organization's internal consistency, enhance their employees' ability to accommodate external environmental change and maintain the organization's competitive strength.

以文找文

期刊論文
1.	Wu, Hung Yi、Tzeng, Gwo Hshiung、Chen, Yi Hsuan(2009)。A fuzzy MCDM approach for evaluating banking performance based on Balanced Scorecard。Expert Systems with Applications，36(6)，10135-10147。
2.	Aggarwal, Sumer(1997)。Re-Engineering: A Breakthrough or Little New。International Journal of Technology Management，13(3)，326-344。
3.	Akdere, Mesut(2011)。An Analysis of Decision-Making Process in Organizations: Implications for Quality Management and Systematic Practice。Total Quality Management & Business Excellence，22(12)，1317-1330。
4.	Alden, Dana L.、He, Yi、Chen, Qimei(2010)。Service Recommendations and Customer Evaluations in the International Marketplace: Cultural and Situational Contingencies。Journal of Business Research，63(1)，38-44。
5.	Becker, Jorg、Beverangen, Daniel F.、Knackstedt, Ralf(2010)。The Challenge of Conceptual Modeling for Product-Service Systems: Status-Quo and Perspectives for Reference Models and Modeling Languages。Information Systems and eBusiness Management，8(1)，33-66。
6.	Bitner, Mary J.、Brown, Stephen W.(2006)。The Evolution and Discovery of Services Sciences in Business Schools。Communications of the ACM，49(7)，73-78。
7.	Bouckenooghe, Dave、Devos, Geert、Van den Broeck, Herman(2009)。Organizational Change Questionnaire-Climate of Change, Processes, and Readiness: Development of a New Instrument。The Journal of Psychology，143(6)，559-599。
8.	Chesbrough, Henry、Spohrer, Jim(2006)。A Research Manifeso for Services Science。Communications of the ACM，49(7)，35-40。
9.	Davis, Mark M.、Berdrow, Iris(2008)。Service Science: Catalyst for Change in Business School Curricula。IBM Systems Journal，47(1)，29-39。
10.	Dror, Shuki、Sukenik, Yafit(2011)。A Strategic Service Quality Framework Using QFD。Total Quality Management & Business Excellence，22(10)，1057-1070。
11.	Glykas, Michael(2013)。Fuzzy Cognitive Strategic Maps in Business Process Performance Measurement。Expert Systems with Applications，40(1)，1-14。
12.	Gunes, Evrim D.、Aksin, O. Zeynep(2004)。Value Creation in Service Delivery: Relating Market Segmentation, Incentives, and Operational Performance。Manufacturing & Service Operations Management，6(4)，338-357。
13.	Holt, Daniel T.、Armenakis, Achilles A.、Feild, Hubert S.、Harris, Stanley G.(2007)。Readiness for Organizational Change: The Systematic Development of a Scale。Journal of Applied Behavioral Science，43(2)，232-255。
14.	Hosanagar, Kartik、Krishnan, Ramayya、Chuang, John、Choudhary, Vidyanand(2005)。Pricing and Resource Allocation in Caching Services with Multiple Levels of Quality of Service。Management Science，51(12)，1844-1859。
15.	Hu, Changping、Zhao, Yang、Guo, Mingjing(2009)。AHP and CA Based Evaluation of Website Information Service Quality: An Empirical Study on High-Tech Industry Information Center Web Portals。Journal of Service Science and Management，2(3)，168-180。
16.	Hung, Ming L.、Yang, Wan Fa、Ma, Hwong Wen、Yang, Ya Mei(2006)。A Novel Multiobjective Programming Approach Dealing with Qualitative and Quantitative Objectives for Environmental Management。Ecological Economics，56(4)，584-593。
17.	Kim, YuKyoung、Kim, YongBeom、Lee, Yongll(2011)。Perceived Service Quality for South Korean Domestic Airlines。Total Quality Management & Business Excellence，22(10)，1041-1056。
18.	Lagrosen, Stefan、Lagrosen, Yvonne(2012)。Trust and Quality Management: Perspectives from Marketing and Organizational Learning。Total Quality Management & Business Excellence，23(1)，13-26。
19.	Larson, Richard C.(2008)。Service Science: At the Intersection of Management, Social, and Engineering Sciences。IBM Systems Journal，47(1)，41-51。
20.	Little, Beverly、Little, Philip(2006)。Employee Engagement: Conceptual Issues。Journal of Organizational Culture, Communication and Conflict，10(1)，111-120。
21.	Maddocks, John、Novkovic, Sonja、Smith, Steven M.(2011)。Measuring Performance for Accountability of a Small Social Economy Organization: The Case of an Independent School。Canadian Journal of Nonprofit and Social Economy Research，2(1)，45-60。
22.	Matias, Joao Carlos de Oliveira、Coelho, Denis Alves(2011)。Integrated Total Quality Management: Beyond Zero Defects Theory and Towards Innovation。Total Quality Management & Business Excellence，22(8)，891-910。
23.	Nesan, Jawahar L.(2004)。Efficacy-Information for Implementing Learning in Construction。The Learning Organization，11(1)，45-66。
24.	Ofir, Chezy、Simonson, Itamar、Yoon, Song-Oh(2009)。The Robustness of the Effects of Consumers' Participation in Market Research: The Case of Service Quality Evaluations。Journal of Marketing，73(6)，105-114。
25.	Schniederjans, Marc J.、Wilson, Rick L.(1991)。Using the Analytic Hierarchy Process and Goal Programming for Information System Project Selection。Information & Management，20(5)，333-342。
26.	Seth, Nitin、Deshmukh, S. G.、Vrat, Prem(2006)。A Framework for Measurement of Quality of Service in Supply Chains。Supply Chain Management，11(1)，82-94。
27.	Shah, Denish、Rust, Roland T.、Parasuraman, A.、Staelin, Richard、Day, George S.(2006)。The Path to Customer Centricity。Journal of Service Research，9(2)，113-124。
28.	Wang, Chen Ya、Wu, Yueh Hsun、Chou, Seng Cho(2010)。Toward a Ubiquitous Personalized Daily-Life Activity Recommendation Service with Contextual Information: A Services Science Perspective。Information Systems and eBusiness Management，8(1)，13-32。
29.	Wang, Juite、Shu, Yun Feng(2005)。Fuzzy Decision Modeling for Supply Chain Management。Fuzzy Sets and Systems，150(1)，107-127。
30.	Wang, Tien Chin、Lin, Ying Ling(2009)。Using a Multi-Criteria Group Decision Making Approach to Select Merged Strategies for Commercial Banks。Group Decision and Negotiation，18(6)，519-536。
31.	Wu, Cheng Ru、Lin, Chin Tsai、Tsai, Pei Hsuan(2010)。Evaluating Business Performance of Wealth Management Banks。European Journal of Operational Research，207(2)，971-979。
32.	Wu, Liang Chuan、Wu, Liang Hong(2010)。Service Engineering: An Interdisciplinary Framework。The Journal of Computer Information Systems，51(2)，14-23。
33.	Young, Gary J.、Meterko, Mark M.、Mohr, David、Shwartz, Michael、Lin, Hai(2009)。Congruence in the Assessment of Service Quality between Employees and Customers: A Study of a Public Health Care Delivery System。Journal of Business Research，62(11)，1127-1135。
34.	Zelnik, Matej、Maletic, Matjaz、Maletic, Damjan、Gomiscek, Bostjan(2012)。Quality Management Systems as a Link between Management and Employees。Total Quality Management & Business Excellence，23(2)，45-62。
35.	Beard, Deborah F.(2009)。Successful Applications of the Balanced Scorecard in Higher Education。Journal of Education for Business，84(5)，275-282。
36.	Liberatore, Matthew J.、Nydick, Robert L.(1997)。Group Decision Making in Higher Education Using the Analytic Hierarchy Process。Research in Higher Education，38(5)，593-614。
37.	Lusch, Robert F.、Vargo, Stephen L.、Wessels, Gunter(2008)。Toward a conceptual foundation for service science: contributions from service-dominant logic。IBM Systems Journal，47(1)，5-14。
38.	Maglio, Paul P.、Srinivasan, Savitha、Kreulen, Jeffrey T.、Spohrer, Jim(2006)。Service Systems, Service Scientists, SSME, and Innovation。Communications of the ACM，49(7)，81-85。
39.	MeAdam, Rodney、McCreedy, Sandra(1999)。The Process of Knowledge Management within Organizations: A Critical Assessment of both Theory and Practice。Knowledge and Process Management，6(2)，101-113。
40.	Wei, Chun Chin、Chien, Chen Fu、Wang, Mao Jiun J.(2005)。An AHP-based Approach to ERP System Selection。International Journal of Production Economics，96(1)，47-62。
41.	Yeo, Roland K.(2008)。Brewing Service Quality in Higher Education: Characteristics of Ingredients that Make up the Recipe。Quality Assurance in Education，16(3)，266-286。
42.	Teltumbde, A.(2000)。A framework for evaluating ERP projects。International Journal Production Research，38(17)，4507-4520。
43.	Carneiro, Alberto(2000)。How does knowledge management influence innovation and competitiveness?。Journal of Knowledge Management，4(2)，87-98。
44.	Schultze, Ulrike、Orlikowski, Wanda J.(2004)。A Practice Perspective on Technology-mediated Network Relations: The Use of Internet-based Self-serve Technologies。Information Systems Research，15(1)，87-106。
45.	Peppard, J.(2000)。Customer Relationship Management in Financial Services。European Management Journal，18(3)，312-327。
46.	Lai, Vincent S.、Trueblood, Robert P.、Wong, Bo K.(1999)。Software Selection: A Case Study of the Application of the Analytical Hierarchical Process to the Selection of a Multimedia Authoring System。Information & Management，36(4)，221-232。
47.	Kaplan, R. S.、Norton, D. P.(2001)。Transforming the Balanced Scorecard from Performance Measure to Strategic Management。Accounting Horizons，15(2)，147-160。
48.	Iacovou, C. L.、Benbasat, I.、Dexter, A. S.(1995)。Electronic Data Interchange and Small Organizations: Adoption and impact of technology。MIS Quarterly，19(4)，465-485。
49.	Eby, L. T.、Adams, D. M.、Russell, J. E. A.、Gaby, S. H.(2000)。Perceptions of Organizational Readiness for Change: Factors Related to Employees' Reactions to the Implementation of Team-based Selling。Human Relations，53(3)，419-442。
50.	Kaplan, Robert S.、Norton, David P.(2004)。Measuring the Strategic Readiness of Intangible Assets。Harvard Business Review，82(2)，52-63。
51.	Davis-Sramek, Beth、Droge, Cornelia、Mentzer, Johnn T.、Myers, Matthew B.(2009)。Creating Commitment and Loyalty Behavior among Retailers: What are the Roles of Service Quality and Satisfaction?。Academy of Marketing Science Journal，37(4)，440-454。
52.	Armenakis, Achilles A.、Harris, Stanley G.、Mossholder, Kevin W.(1993)。Creating Readiness for Organizational Change。Human Relations，46(6)，681-703。
53.	Brady, Michael K.、Cronin, J. Joseph Jr.(2001)。Some New Thoughts on Conceptualizing Perceived Service Quality: a Hierarchical Approach。Journal of Marketing，65(3)，34-49。
54.	Kaplan, Robert S.、Norton, David P.(1992)。The Balanced Scorecard: Measures That Drive Performance。Harvard Business Review，70(1)，71-79。
55.	Kaplan, Robert S.、Norton, David P.(2000)。Having Trouble with Your Strategy? Then Map It!。Harvard Business Review，78(5)，167-176。

圖書
1.	Fleming, John H.、Asplund, Jim(2008)。HumanSigma: Managing the Employee-Customer Encounter。New York：Gallup Press。
2.	Robinson, Dilys、Perryman, Sarch、Hayday, Sue(2004)。The Drivers of Employee Engagement。Institute for Employment Studies。
3.	Kaplan, R. S.、Norton, D. P.(2001)。The Strategy-Focused Organization: How Balanced Scorecard Companies Thrive in the New Business Environment。Boston, MA：Harvard Business School Publishing Corporation。
4.	Delbecq, Andre L.、Van de Ven, Andrew H.、Gustafson, David H.(1975)。Group Techniques for Program Planning: A Guide to Nominal Groups and Delphi Process。Scott Foresman & Company。
5.	Saaty, Thomas L.(1980)。The Analytic Hierarchy Process: Planning, Priority Setting, Resource Allocation。McGraw-Hill。

圖書論文
1.	Lyles, Marjorie A.(1988)。Learning among Joint Venture Sophisticated Firms。Cooperative Strategies in International Business。New York：Lexington Books。

推文
推薦
引用網址
引用嵌入語法
轉寄

top

:::

相關期刊
相關論文
相關專書
相關著作
熱門點閱

1.	提升國小學童英語字彙學習能力影響因素之研究
2.	散裝航運公司船舶買賣決策之關鍵影響因素
3.	商圈經營關鍵成功因素之探討--以高雄市三鳳中街商圈為例
4.	影響國小學童口腔保健關鍵因素分析研究
5.	應用桌遊於引導式教學法成功因素之探討
6.	教師對國中家長選校的認知研究--某一地區學校為例
7.	我國職業網球錦標賽經營績效評估指標之建構
8.	促進鄉鎮居民參與休閒運動關鍵因素研究--以竹南鎮為例
9.	社會企業商業模式關鍵成功因素之研究
10.	行動網路定價策略之研究
11.	航太工業零組件品質檢驗指標評選之研究--以漢翔公司為例
12.	應用AHP與BSC探討臺灣地區銀行經營績效--以民營銀行與公營民營化銀行為例
13.	建構長期照顧機構平衡計分卡績效指標之研究
14.	提升高雄捷運營運量之研究：多元利害關係人之觀點
15.	建構高雄市長期照顧機構平衡計分卡指標之研究

1.	國軍戰鬥體適能競技能力指標建構之研究
2.	以平衡計分卡(BSC)架構探討台灣自行車產業發展關鍵因素
3.	醫院藥局推展精實變革與平衡計分卡管理成功因素之探討
4.	美容美體產業服務創新分類、衡量與驗證- 服務主導邏輯觀點
5.	旅行業風險管理指標之建構與實證研究
6.	多準則決策在購物中心精準行銷之運用研究
7.	我國職業網球錦標賽經營績效評估指標之建構
8.	我國公立博物館績效評估指標與權重體系之建構
9.	企業實踐ISO 26000社會責任關鍵因素分析
10.	發展服務科學之協同模式
11.	以逆物流效益評估模式建構太陽能產業供應鏈導入逆物流最佳方案之研究
12.	建置臺灣體育最高主管機關績效評估架構－應用多準則評估法
13.	臺灣工藝文化創意產業指標建構之研究
14.	以智慧資本架構探討公司資訊科技投資策略對組織經營績效的影響
15.	我國人壽保險業顧客購買保單類型之研究

無相關書籍

無相關著作

1.	2013世界盃男子拳擊錦標賽攻擊拳路分析
2.	103年臺南全國身心障礙國民運動會選手對賽會官網使用意圖
3.	2014年巴西世界盃足球賽進球特徵分析研究
4.	Audit Quality and Dividend Policy
5.	顧客參與之價值階層模式：消費階段與二維利益觀點
6.	A Metaphorical Reading of Life of Pi
7.	Akzeptanzmanagement in Verwaltungs- und in Mediationsverfahren
8.	A Critical Review on the Important Classificatory Concepts of Modern Political Regimes
9.	Book Review: [Ya-Chung Chuang], «Democracy on Trial: Social Movements and Cultural Politics in Postauthoritarian Taiwan»(Hong Kong, China: The Chinese University Press, 2013)
10.	A Study of the Prose of Choong Yee Voon (Zhong Yiwen): A Case of a Malaysian Chinese Writer in Taiwan
11.	"It's Work Work Work...": Caryl Churchill's Feminist Critique of Work in Fen
12.	Book Review: Barry Allen, «Striking Beauty: A Philosophical Look at the Asian Martial Arts» (New York: Columbia University Press, 2015)
13.	書評: John Kieschnick and Meir Shahar, «India in the Chinese Imagination: Myth, Religion, and Thought» (Philadelphia: University of Pennsylvania Press, 2013)
14.	An ERP Study of the Dissociation between Recollection- and Familiarity-Related Prestimulus Encoding Activities

QR Code

臺灣人文及社會科學引文索引資料庫系統

詳目顯示

臺灣人文及社會科學引文索引資料庫