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完整後設資料紀錄
DC 欄位 | 值 | 語言 |
---|---|---|
dc.contributor.advisor | 黃明蕙(Ming-Hui Huang) | |
dc.contributor.author | Thaddeus Rozak | en |
dc.contributor.author | 熊泰德 | zh_TW |
dc.date.accessioned | 2021-06-13T15:20:22Z | - |
dc.date.available | 2012-08-17 | |
dc.date.copyright | 2011-08-17 | |
dc.date.issued | 2011 | |
dc.date.submitted | 2011-08-11 | |
dc.identifier.citation | Bibliography
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dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/37162 | - |
dc.description.abstract | Abstract
A firm implements an Internet Self-Service Technology (ISST) into its service plan because it feels that it can benefit from its operation. There is a large risk on the part of the firm, as ISSTs require a substantial initial investment, but weighing against these costs are the benefits the firm can gain in reduced costs, an expanded customer base and providing a service option its customers want. ISSTs are a new form of Self-Service Technology (SST) and the technology it uses is also relatively new. The concept of being able to buy things online is both an exciting idea for consumers when they think of the benefits they will receive and a scary one for them when they consider the costs and risks. When consumers use an SST or an ISST they are giving up the service they would have received from a CSR and exchanging it for more control and more convenience. But to be able to take advantage of the benefits consumers have to make and investment of time, information, effort and trust in an ISST. The value consumers gain from using an ISST are completely based on their perception of the benefits they receive from using an ISST. While there are some inherent problems with ISSTs such as delays in delivery and increased risk, a firm can help with a customer’s perceptions of its services by trying to maximize customer satisfaction in the design of its ISST. ISSTs are a service platform in the highly competitive arena of the Internet. While they may have different functions, such as customer service or aiding in online transactions, the main goal remains the same in maximizing the benefits for their customers while minimizing their costs. Consumers have easy access to competitor’s prices, and products, while ISSTs offer very similar benefits in exchange. Firms must find a way to balance customer satisfaction and still have viable operating models for their ISSTs. | en |
dc.description.provenance | Made available in DSpace on 2021-06-13T15:20:22Z (GMT). No. of bitstreams: 1 ntu-100-R96749045-1.pdf: 292196 bytes, checksum: 717dc1ff828c985357ffaa7d3521cfae (MD5) Previous issue date: 2011 | en |
dc.description.tableofcontents | Table of Contents
Introduction 1 Company Investment 3 Company Benefits 6 Cost Saving 6 Customer Base Increase 7 Customer Readiness to Adapt to new Technology 8 Customer Costs in Adapting to ISSTs 11 Customer Investment 12 Customer Information 13 Customer Effort 13 Customer Time Input 14 Customer Benefits 15 Place Convenience 15 Control over Service 15 Time Convenience 16 Transaction Convenience 17 Weaknesses with ISSTs 18 Increase in Risk 18 Problem Solving 21 Tactility 22 Customer Satisfaction 23 Information 24 Effort 25 Time 27 Problem Solving 29 Different Forms of Online Service Technology 30 Customer Service ISST 31 Transaction ISSTs 34 Pricing 36 Conclusion 37 Implications 38 Bibliography 41 | |
dc.language.iso | en | |
dc.title | 使用網路自助服務之成本效益分析 | zh_TW |
dc.title | A Cost Benefit Analysis of Using Internet Self-Service Technology | en |
dc.type | Thesis | |
dc.date.schoolyear | 99-2 | |
dc.description.degree | 碩士 | |
dc.contributor.oralexamcommittee | 黃思明(Syming Hwang),謝清佳(Ching-Cha Hsieh),范懿文(Yi-Wen Fan) | |
dc.subject.keyword | 網路,自助服務, | zh_TW |
dc.subject.keyword | Internet,self-service,technology, | en |
dc.relation.page | 43 | |
dc.rights.note | 有償授權 | |
dc.date.accepted | 2011-08-11 | |
dc.contributor.author-college | 管理學院 | zh_TW |
dc.contributor.author-dept | 企業管理碩士專班 | zh_TW |
顯示於系所單位: | 管理學院企業管理專班(Global MBA) |
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