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題名：價值導向之服務程序設計--以運動中心導入RFID為例
書刊名：管理與系統
作者：高慈薏／楊銘賢 引用關係／江長唐
作者(外文)：Kao, Tzu-yi／Yang, Ming-hsien／Chiang, Chang-tang
出版日期：2015
卷期：22:3
頁次：頁273-301
主題關鍵詞：無線射頻識別；服務程序；服務藍圖；運動休閒服務；價值焦點思考法；Radio frequency identification；RFID；Service process；Service blue print；Sport and recreation services；Value focus thinking approach
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(3) 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:3
  • 共同引用共同引用:0
  • 點閱點閱:73
無線射頻辨識系統 (radio frequency identification, RFID) 早已被廣泛運用在各個領域。但是許多研究仍對RFID應用於服務業所提供的價值及應用方式存有懷疑。運動休閒乃是新興的服務業，其中又以運動中心的發展備受各方期待。然其產業競爭相當激烈，若要脫穎而出，服務程序乃是其關鍵。因此本研究以價值焦點思考法為理論基礎，建構一運動中心服務程序導入RFID的設計模式。首先本研究依據RFID在實務上的應用性，透過對運動中心服務流程的程序分析，進行服務點導入RFID技術應用的配置。接著本研究採取兼顧服務供給與服務需求雙方面之價值焦點思考法，完成運動中心導入RFID於服務程序之設計。在模式建構過程中，透過消費者問卷調查，分析基礎目標之重要性；其次採用群體腦力激盪法進行RFID應手段目標清單之建立；最後再請二位專家確認手段目標之關聯性，以完成最終設計。本研究的學術價值在於提出一個結合價值焦點思考的RFID應用設計模式，除可作為後續RFID價值評估研究之基礎外，在實務上，亦可提供服務企業導入RFID之參考。
Radio frequency identification (RFID) has been widely applied in many fields, but little researches confirmed the value and application of RFID in service industry. Sports and recreation sectors are emergent and highly competitive in service industry. The level of service process of sports center plays a critical role in the competitive advantage. Based on a value focused thinking approach, this study constructs a design model for a sport center. Firstly, according to the applicability of RFID in practice, this study analyzed the service process. Then, using the value focus thinking approach which focus on both service supply and demand, the model of RFID application in the service process of sports center was designed. During the modeling process, a consumer survey was conducted to analyze the significance of fundamental objectives. In addition, this study used the methods of expert interview and brain storming to establish the guidelines for determining the means-objective list. Finally, experts were invited to review the association between means and objectives to confirm the service process model. The academic implication of this paper is to propose a design model which integrates value focus thinking approach into the RFID application. In addition to serving as a foundation for further research in RFID value evaluation, this model is also helpful for those managers who intend to deploy RFID in service sector.
期刊論文
1.林義証、潘能煌、李同顯(20090100)。一套利用RFID技術的老人健康即時監控系統。建國科大學報，28(2)，99-109。  延伸查詢new window
2.康正男(20111200)。國民運動中心營運管理考量因素及策略。國民體育季刊，40(4)=168，29-35+104。  延伸查詢new window
3.陳正忠、石豐銘、蔡明儒、周文陽(2009)。無線射頻辨識技術之過去、現在與未来。中興工程，12，7-13。  延伸查詢new window
4.劉翠屏、吳政崎、牟鍾福(2008)。以服務藍圖描繪宜蘭運動公園服務流程現況。97年度大專體育學術專刊，340-344。  延伸查詢new window
5.Alencar, L. H.、Mota, C. M.、Alencar, M. H.(2011)。The Problem of Disposing of Plaster Waste from Building Sites: Problem Structuring Based on Value Focus Thinking Methodology。Waste Management，31(12)，2512-2521。  new window
6.Becker, J.、Vilkov, L.、Wei, B.、Winkelmann, A.(2010)。A Model Based Approach for Calculating the Process Driven Business Value of RFID Investments。International Journal of Production Economics，127(2)，358-371。  new window
7.Eckfeldt, B.(2005)。What does RFID do for the Customer。Communications of the ACM，48(9)，77-79。  new window
8.Gong, W. B.(2008)。The Maturity Model of RFID in the Retail Application。Storage, Transportation and Preservation of Commodities，12(30)，50-53。  new window
9.Heim, G. R.、Wentworth Jr., W. R.、Peng, D.(2009)。The Value to the Customer of RFID in Service Applications。Decision Sciences，40(3)，477-512。  new window
10.Jones, P.、Clarke-Hill, C.、Hillier, D.、Comfort, D.(2005)。The Benefits, Challenges and Impacts of Radio Frequency Identification Technology (RFID) for Retailers in the UK。Marketing Intelligence and Planning，23(4)，395-402。  new window
11.Koh, C. E.、Kim, H. J.、Kim, E. Y.(2006)。The Impact of RFID in Retail Industry: Issues and Critical Success Factors。Journal of Shopping Center Research，13(1)，101-117。  new window
12.Lee, H.、Özer, Ö.(2007)。Unlocking the Value of RFID。Production and Operations Management，16(1)，40-64。  new window
13.Lee, L. S.、Fiedler, K. D.、Smith, J. S.(2008)。Radio Frequency Identification (RFID) Implementation in the Service Sector: A Customer-Facing Diffusion Model。International Journal of Production Economics，112(2)，587-600。  new window
14.Niemeyer, A.、Pak, M. H.、Ramaswamy, S. E.(2003)。Smart tags for your supply chain。The McKinsey Quarterly，4，6-8。  new window
15.Zelbst, P. J.、Green, K. W.、Sower, V. E.、Reyes, P. M.(2012)。Impact of RFID on Manufacturing Effectiveness and Efficiency。International Journal of Operations and Production Management，32(3)，329-350。  new window
16.Smart, L.(2004)。Making Sense of RFID。Library Journal，129，4-14。  new window
17.Smith, H.、Konsynski, B.(2003)。Developments in Practice X: Radio Frequency Identiiication (RFID)-An Internet for Physical Objects。Communications of the Association for Information Systems，12(19)，301-311。  new window
18.Wang, N.、Zhang, M.(2006)。Wireless Sensors in Agriculture and Food Industry-Recent Development and Future Perspective。Computers and Electronics in Agriculture，50(1)，1-14。  new window
19.Shostack, G. Lynn(1987)。Service Positioning through Structural Change。Journal of Marketing，51，34-43。  new window
20.Chang, J. C. J.、Torkzadeh, G.、Dhillon, G.(2004)。Re-examining the Measurement Models of Success for Internet Commerce。Information Management，41，577-584。  new window
21.Torkzadeh, G.、Dhillon, G.(2002)。Measuring factors that influence the success of Internet commerce。Information Systems Research，13(2)，187-204。  new window
22.Chuang, P. T.(2007)。Combining Service Blueprint and FMEA for Service Design。Service Industries Journal，27(2)，91-104。  new window
23.Keeney, Ralph L.(1999)。The Value of Internet Commerce to the Customer。Management Science，45(4)，533-542。  new window
24.Venkatesh, V.(2006)。Where to go from here? Thoughts on future directions for research on individual-level technology adoption with a focus on decision making。Decision Sciences，37(4)，497-518。  new window
25.Tynan, C.、McKechnie, S.、Chhuon, C.(2010)。Co-creating Value for Luxury Brands。Journal of Business Research，63(11)，1156-1263。  new window
會議論文
1.Bergeron, F.、Gingras, L.、Hadaya, P.、Caron, C.(2005)。A Framework for Evaluating Strategic Location Based Applications in Business。38th Hawaii, International Conference on System Sciences，1-8。  new window
2.Wang, S. W.、Chen, W. H.、Ong, C. S.、Liu, L.、Chuang, Y. W.(2006)。RFID Applications in Hospitals: A Case Study on A Demonstration RFID Project in A Taiwan Hospital。39th Annual Hawaii International Conference。  new window
研究報告
1.Bitner, M. J.、Ostrom, A.、Morgan, F.(2005)。Service Blueprinting: A Practical Tool for Service Innovation。Tempe, AZ：Arizona State University。  new window
學位論文
1.李佩貞(2006)。高科技公司體適能中心服務流程之研究(碩士論文)。國立體育學院。  延伸查詢new window
圖書
1.Finkenzeller, Klaus(2003)。RFID Handbook: Fundamentals and applications in contactless smart cards and identification。John Wiley and Sons。  new window
2.行政院體育委員會(2011)。國民運動中心規畫參考準則。臺北市：行政院體育委員會。  延伸查詢new window
3.顧志遠、薄榮薇(2007)。服務業系統設計與作業管理。臺北：華泰。  延伸查詢new window
4.高俊雄(2003)。運動服務管理理論與實務。台北：品度圖書。  延伸查詢new window
5.陳龍安(2006)。倉隨思考教學的理論與實際。台北：心理。  延伸查詢new window
6.Zeithaml, Valarie A.、Bitner, Mary Jo、Gremler, Dwayne D.(2006)。Services Marketing: Integrating Customer Focus across the Firm。McGraw-Hill/Irwin。  new window
7.Cooper, D. R.、Schindler, P. S.(2005)。Business Research Methods。NY：McGraw-Hill。  new window
8.Lovelock, C.、Wirtz, J.(2007)。Services Marketing: People, Technology, Strategy。New Jersey：Pearson International-Pearson。  new window
9.Keeney, R. L.(1992)。Value Focused Thinking: A Path to Creative Decision Making。Cambridge, MA：Harvard University Press。  new window
10.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
 
 
 
 
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