智慧服務場域的創新研究

Abstract

本論文『智慧服務場域的創新研究』主要探討應用智慧科技協助服務場域的服務創新。服務業為全球最大產業，台灣的服務業產值接近GDP總額的七成，已達先進國家之林。服務的發生來自於各類的服務場域，本研究探討如何透過智慧服務場域(Smart Service Space)的規劃設計，來達成服務創新，證明透過科技產品的引用，服務業者可以提供顧客一個更愉悅的服務環境，如此服務業者將能透過智慧服務場域的建置來提高服務品質，提升經營效率同時也提高顧客滿意度。本研究透過VPS創新循環定義出智慧服務場域如何達成創新，透過VCC價值創造循環分析智慧服務場域的產業結構。同時，透過此研究我們建構了智慧服務場域矩陣(S3 Matrix),透過此矩陣來做智慧服務場域之規劃。本研究也探討智慧科技在智慧服務場域的應用，同時我們也透過以機場航站為背景的實際智慧場域情境設計作為本研究理論之落實。

This thesis is to study the application of smart technology for service innovation in the service space. Services industry is the largest industry in the world economy. Taiwan’s services industry contributes about 70% of GDP which is at the same level of developed countries. Services occur in many aspects and variety of service spaces. The purpose of this research is to study how to achieve the service innovation thru the planning and design of smart service space and to prove that service providers can provide a more delight environment via the adoption of smart technology. Thus, service providers can raise the degree of customer satisfaction and enhance their operation efficiency in the smart service space. This research leverages VPS(Value-Position-Scenario) framework to define the innovation process and adopts VCC(Value Creation Cycle) to analyze the industrial ecosystem of smart service space. Also, a smart service space matrix (S3 Matrix) is developed in this study to plot a smart service space. Some smart technologies are also studied in terms of their current development and application trends. Finally, an airport case is used to practice the theoretical of this research.