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  1. NTU Theses and Dissertations Repository
  2. 管理學院
  3. 臺大-復旦EMBA境外專班
請用此 Handle URI 來引用此文件: http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/20098
完整後設資料紀錄
DC 欄位值語言
dc.contributor.advisor郭瑞祥
dc.contributor.authorHsiao-Yi Chenen
dc.contributor.author陳孝儀zh_TW
dc.date.accessioned2021-06-08T02:40:03Z-
dc.date.copyright2018-08-16
dc.date.issued2018
dc.date.submitted2018-05-24
dc.identifier.citation一、英文部分
Aaker, D. A. (1996). Measure Brand Equity Across Products and Market. California Management Review, 38(3): 102-120.
Afuah, A. (2002). Mapping technological capabilities into product markets and competitive advantage: the case of cholesterol drugs. Strategic Management Journal, 23(2): 171-179.
Algesheimer, R., Dholakia, U. M. and Hermann, A. (2005). The Social Influence of Brand Community: Evidence from European Car Clubs. Journal of Marketing, 69(3): 19-34.
Bitner, M. J., B. H. Booms, and M. S. Tetreault (1990), The Service Encounter: Diagnosing Favorable and Unfavorable Incidents. Journal of Marketing, 54(1): 71-84.
Blackston, M. (1992). A Brand with an Attitude: A Suitable Case for Treatment. Journal of the Market Research Society, 34(3): 231-241.
Crosby, L. A., Evans, K. R., and Cowles, D. (1990). Relationship Quality in Service Selling: An Interpersonal Influence Perspective. Journal of Marketing, 54(3): 236-245.
Daft R. L., and Lengel, R. H. (1984). Information Richness: A New Approach to Managerial Behavior and Organization Design. In B. M. Staw and L. L. Cummings (Editors), Research in Organizational Behavior. Greenwich: Connecticut JAI Press.
Daft, R. L., and Lengel, R. J. (1986). Organizational Information Requirements, Media Richness and Structural Design, Management Science, 32: 554-571.
Davis, S., and Halligan, C. (2002). Extending your brand relationship by optimizing your customer relationship. Journal of Consumer Marketing, 19 (1): 7-11.
Eisenhardt, K. M. (1989). Building Theories from Case Study Research. Academy of Management, 14 (4): 532-550.
Frank, B.M. and Davis J.K. (1982). Effect to field-independence match or mismatch on a communication task. Journal of Educational Psychology, 74: 23-31.
Fulk, J., Steinfield, C.W., Schmitz, J. and Power, J.G. (1987). A Social Information Processing Model of Media Use in Organizations. Communication Research, 14(5): 529-552.
Fulk, J., Schmitz, J., & Steinfield, C.(1990). A Social Influence Model of Technology Use, Organizations and Communication Technology. Newbury Park, CA: Sage.
Hennig-Thurau, T., Gwinner, K. P., and Gremler, D. D. (2000). “Why Customers Build Relationships with Companies – and Why Not,” In T. Henning-Thurau and U. Hansen (Eds.), Relationship Marketing: Gaining Competitive Advantage through Customer Satisfaction and Customer Retention. New York: Springer -Verlag Berlin Heidelberg
Johnson, M.W., Christensen, C.M., and Kagermann, H. (2008). Reinventing Your Business Model. Harvard Business Review, 86 (12), 50-59.
Johnson, M. (2010). Seizing the White Space: Business Model Innovation for Growth and Renewal. Boston, MA: Harvard Business School Press.
Johnson, S.P., Menor, L.J., Roth, A.V. and Chase, R.B. (2000). A critical evaluation of the new service development process. In: Fitzsimmons, J.A. and Fitzsimmons, M.J., Eds., New Service Development: Creating Memorable Experiences, Sage Publications, Thousand Oaks.
Kotler, P. (1999). Marketing Management: Millennium edition, New Jersey: Prentice Hall International, Inc.
Lovelock, C.(1995). Competing On Service: Technology and teamwork in supplementary services. Planning Review, 23(4): 32-47.
Miles, I. (2005). Knowledge intensive business services: prospects and policies. Foresight, 7 (6): 39-63.
Park, C. W., Jaworski, B. J., and McInnis, D. J. (1983). Strategic Brand Image - Concept Solomon, M. R. The Role of Products as Social Stimuli: A Symbolic Interaction Perspective. Journal of Consumer Research, 10 (3): 319-329.
Pine II, B.J. and Gilmore, J.H. (1999). The Experience Economy. Boston: Harvard Business School Press.
Raymond, R. (1983). Speech Communication, 6th ed., New Jersey: Prentice Hall International, Inc.
Richard B. Chase and Douglas M. Stewart. (1994). Making Your Service Fail-Safe. Sloan Management Review, 35: 35-44.
Schramm,W.(1949).The Process and Effect of Mass Communication,Urbana:Univ.of Illinois Press.
Short, J.A., Williams, E., and Christie, B. (1976). The social psychology of telecommunications. New York: John Wiley & Sons.
Shostack, G.L. (1987). Service positioning through structural change. Journal of Marketing, 51: 34-43.
Surprenant, C.F. and Solomon, M.R. (1987). Predictability and personalization in the service encounter. Journal of Marketing, 51: 86-96.
Trevino, L. K., Lengel, R., and Daft, R. L. (1987). Media Symbolism, Media Richness, and Media Choice in Organizations: A Symbolic Interactionist Perspective. Communication Research, 14: 553-574.
Trvino, L., Lengel, R., Bodensteiner, W., Gerloff, E., and Muir, N.(1990). The Richness Imperative and Cognitive Style. Management Communication Quarterly, 4: 176-197.
Yin, R. (1994). Case study research: Design and methods (2nd ed.). Thousand Oaks, CA: Sage Publishing.
二、中文部分
王育英(譯),2000,體驗行銷,(原作者:Bernd Schmitt)台北:經典傳訊出版。
尤傳莉(譯),2010。獲利世代:自己動手,畫出你的商業模式(原作者:Osterwalder, A.等)。台北:早安財經講堂。
季晶晶(譯),2017,價值主張年代:設計思考X顧客不可或缺的需求=成功商業模式的獲利核心(原作者:Osterwalder, A.等)。台北:天下雜誌。
蕭富峰,李田樹(譯),1995,創新與創業精神:管理大師談創新實務與策略(原作者:Peter F. Drucker)。台北:臉譜。
三、網站部分
Perfect image http://www.perfectimage.com.tw/
LEXUS https://www.lexus.com.tw/
dc.identifier.urihttp://tdr.lib.ntu.edu.tw/jspui/handle/123456789/20098-
dc.description.abstract現今社會服務業的成長已漸漸跨越了製造業,未來的商業運作強調服務是必然的趨勢,服務的提升是各企業皆想達成的目標。隨著服務業演化到體驗經濟模式,形象顧問在顧客「痛點」的分析上,配合著商業模式的進化,可提供客戶解決之道,進而滿足顧客的「期望點」。本論文即從溝通與體驗之角度,瞭解與顧客溝通過程中,傳遞的「溫度」如何影響服務之創新與服務之品質,以及形象顧問創新服務的商業模式。
本論文透過業主委託服務案例之分析,藉由「差異性、參與性、延伸性、關係性」四個因素分析,以及價值主張與商業模式之結果,提出服務業應該重視人力資源、教育訓練與創新的組織文化之重要性。本文結論以形象顧問之立場,就人員、流程以及生態系統提供服務設計實務上之建議,供企業發展服務設計與商業模式納入決策之參考。
zh_TW
dc.description.abstractNowadays, the growth of service industry has gradually crossed the manufacturing industry in modern society. There is a growing trend in emphasizing the importance of service in business operation.The improvement of services is the goal that all companies want to achieve. As the service industry has evolved into an experience economy model, image consultants have been able to provide customers with a solution to the customer's 'pain point' analysis, in line with the evolution of the business model, and to satisfy the customer's 'expectation point.' This study, from the perspective of communication and experience, understands how the “temperature” communicated with customers can influence the quality of service innovation and service design, as well as the business model of image consultant who can be engaged in creating innovation services.
This study analyzes the case via four factors - “diversity, participation, extension, and relationship” to capture the main concerns of “warm” service design. Based on the results of the value proposition and business model analysis, we suggest that the service industry should pay attention to human resources, education and training, which can strengthen the organizational culture. In addition, this study concludes with the position of an image consultant and provides practical suggestions to the service design in terms of personnel, processes, and ecosystem. We provide this result for the reference for future development on service design and business models.
en
dc.description.provenanceMade available in DSpace on 2021-06-08T02:40:03Z (GMT). No. of bitstreams: 1
ntu-107-P04750007-1.pdf: 1880992 bytes, checksum: 25b1cf37c02d11c2367f7e7fe425e3b9 (MD5)
Previous issue date: 2018
en
dc.description.tableofcontents目錄
論文審定書 i
誌謝 ii
中文摘要 iii
ABSTRACT iv
目錄 v
表目錄 vii
圖目錄 viii
第一章、緒論 1
第一節、研究背景與動機 1
第二節、研究目的 3
第三節、研究架構與資料來源 4
第二章、文獻探討 6
第一節、溝通行為與相關理論 6
第二節、品牌形象與顧客關係 8
第三節、服務模式與服務演化 11
第四節、服務創新策略與商業模式 20
第三章、研究方法與資料 28
第一節、研究方法 28
第二節、資料來源 31
第四章、個案分析與結果 34
第一節、形象顧問介紹 34
第二節、委託服務個案簡介與分析 38
第三節、感動服務與微笑服務之關鍵因素 45
第四節、形象顧問服務業創新策略 51
第五節、形象顧問服務業商業模式 55
第五章、結論與建議 60
第一節、研究結論與建議 60
第二節、研究限制 61
參考文獻 63

表目錄
表4-1 委託業主之教育訓練計畫 41


圖目錄
圖1-1 本論文之研究架構 5
圖2-1 帶來新市場的四種服務創新模式 12
圖2-2 服務金三角 17
圖2-3 商業模式的四個要素 22
圖2-4 商業模式的九個要素 23
圖2-5 價值主張圖示 25
圖4-1 企業「形象」與競爭力之關係 35
圖4-2 PI系統的形象技術 35
圖4-3 PI形象顧問提供的訓練課程 36
圖4-4 PI形象顧問訓練課程規劃結構與流程 38
圖4-5 委託業主發表會 41
圖4-6 行銷金三角之運用 46
圖4-7 豪華車尊榮服務 47
圖4-8 LEXUS連續15年汽車業售後服務顧客滿意度第一名 49
圖4-9 LEXUS微電影《影藏》 50
圖4-10 顧客素描與價值地圖 53
圖4-11 商業模式圖 56
dc.language.isozh-TW
dc.title形象顧問業之服務與商業模式創新 - 以Perfect Image為例zh_TW
dc.titleThe Service and Business Model Innovation of Image Consultant Industry - A Case Study of Perfect Imageen
dc.typeThesis
dc.date.schoolyear106-2
dc.description.degree碩士
dc.contributor.oralexamcommittee陳俊忠,洪劍峭,張誠
dc.subject.keyword形象顧問產業,服務創新,價值主張,商業模式,溝通,zh_TW
dc.subject.keywordImage consultant industry,service innovation,value proposition,business model,communication,en
dc.relation.page67
dc.identifier.doi10.6342/NTU201800847
dc.rights.note未授權
dc.date.accepted2018-05-24
dc.contributor.author-college管理學院zh_TW
dc.contributor.author-dept臺大-復旦EMBA境外專班zh_TW
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