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| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 余峻瑜,盧信昌 | |
| dc.contributor.author | Chia-Hsun Lee | en |
| dc.contributor.author | 李佳勳 | zh_TW |
| dc.date.accessioned | 2021-06-16T03:37:43Z | - |
| dc.date.available | 2020-08-11 | |
| dc.date.copyright | 2015-08-11 | |
| dc.date.issued | 2015 | |
| dc.date.submitted | 2015-04-22 | |
| dc.identifier.citation | 1. Efraim Turban, R.S., Dursun Delen, Decision support and business intelligence systems 2011: Boston : Prentice Hall.
2. Gregory Piateski, W.F., Knowledge Discovery in Databases. 1991: MIT Press Cambridge, MA, USA ©1991. 540. 3. Institute for Information Industry, 財., SEE, service experience engineering, 服務體驗工程方法指引. 研究篇. 2008. 4. Jeffrey Stanton, R.D.G., Introduction to Data Science, Version 2.0. 2013: Syracuse University. 5. Kapferer, J.-N., The new strategic brand management : creating and sustaining brand equity long term. 2008, Philadelphia: Kogan Page. 6. Kotler, P., Marketing management : an Asian perspective. 2009, Singapore: Prentice Hall. 7. OECD/Eurostat, Oslo Manual Guidelines for Collecting and Interpreting Innovation Data, 3rd Edition. 2005: OECD Publishing. 8. 譚磊, 用 big data 淘金的致勝關鍵. Feburary, 2014: 佳魁資訊. 9. Conway, D., THE DATA SCIENCE VENN DIAGRAM. September 30, 2010. 10. A. Ghobadian, A.J.T., How Alitalia improves service quality through quality function deployment. Managing Service Quality: An International Journal, 1995. 5(5): p. 31 - 35. 11. B., S.S., Experiential Marketing. Journal of Marketing Management, 1999: p. 53-67. 12. Documentation, I.S.f.S.a.S.T., IEEE Std 829-2008. July 18 2008: p. 1,150. 13. Eberhard E. Scheuing, E.M.J., A Proposed Model for New Service Development. Journal of Services Marketing, 1989. 3(2): p. 25 - 34, 109-110. 14. Page, T., Usability of text input interfaces in smartphones. Journal of Design Research, January, 2013. 11(1). 15. Shostack, G.L., Designing Services That Deliver. HBR, January~Febuary, 1984. 16. Stephen L Vargo, R.F.L., Service-Dominant Logic: What It Is, What It Is Not, What It Might Be. The service-dominant logic of marketing: Dialog, debate, and directions, 2006. 17. Wei-Feng Tung, S.-T.Y., A Symbiosis-Based Value Co-Creation Framework for Service Delivery Design. Department of Management Information Systems, College of Commerce National Chengchi University & Airiti Press Inc., 2010. 15(No.2): p. 15, 55-73. 18. Yang Yiyi, C.R., Customer Participation: Co-creating Knowledge with Customers. IEEE, October, 2008: p. 1,6, 12-14. 19. C. K. Prahalad, V., Ramaswamy, Co-opting customer competence, in Harvard Business Review. Jan-Feb, 2000. 20. Peter Goodridge, J.H., Gavin Wallis, UK Innovation Index: Productivity and Growth in UK Industries, in Nesta Working Paper 12/09. 2012. 21. Peter Goodridge, J.H., Gavin Wallis, Innovation Index 2014, in Nesta Working Paper 14/07. 2014. 22. NEWS, B., Cameron reveals Silicon Valley vision for east London. 4 November 2010, BBC NEWS: London. 23. Chen, C.-L., Conceptualising Customer Relationship Management and Its Impact on Customer Lifetime Value in the Taiwanese Banking Sector, in Leicester Business School, De Montfort University. October, 2012, Leicester Business School, De Montfort University. 24. Doultsinou, A., Service knowledge captire and re-use to support product design. 2010, Cranfield University. 25. Hill, H., Knowledge dynamics during technological process innovation in a service domain, in The Business School, University of Central England in Birmingham. 2004, University of Central England in Birmingham. 26. Wen Cing-Yan Nivala, M.S., Developing a persona-based user-centred design model in relation to idea generation-product design processes and solve design problems. 2013, School of Design De Montfort University. 27. (@ripemp), R.E. Startup Genome Ranks The World’s Top Startup Ecosystems: Silicon Valley, Tel Aviv & L.A. Lead The Way. November 20, 2012 Available from:http://techcrunch.com/2012/11/20/startup-genome-ranks-the-worlds-top-startup-ecosystems-silicon-valley-tel-aviv-l-a-lead-the-way/. 28. Ask, J. 2014 Mobile Trends. Febuary 24, 2014; Available from: http://www.slideshare.net/forrester/2014-mobile-trends-31583106. 29. Balaji S. Srinivasan, V.S.P. Startup Engineering. June 20, 2013; Available from: https://www.coursera.org/course/startup. 30. Brown, T. OUR APPROACH: DESIGN THINKING. 2014; Available from: http://www.ideo.com/. 31. Correspondent, B.T. Cameron reveals Silicon Valley vision for east London. November 4, 2010; Available from: http://www.bbc.co.uk/news/uk-england-london-11689437. 32. etusolution.com. Big Data Processing. 2014; Available from: http://www.etusolution.com/index.php/en/. 33. etusolution.com. Data scientist. 2014; Available from: http://www.etusolution.com/index.php/en/. 34. From Wikipedia, t.f.e. Service design. 2014; Available from: http://en.wikipedia.org/wiki/Service_design. 35. IBM. Big Data. 2014; Available from: https://www-304.ibm.com/connections/wikis/home?lang=en-us#!/wiki/IBM%20Global%20University%20Programs. 36. Inc., C. COPC VMO Standard. 2014; Available from: http://www.copc.com/. 37. Laboratory, M.M. and H.D. Group. Sociometric Badges. 2011; Available from: http://hd.media.mit.edu/badges/ http://www.sociometricsolutions.com/index.html. 38. License., C.C.A.-N. Swiftkey. 2014; Available from: http://xkcd.com/1068/. 39. Ltd., O.I. Portfolio of SwiftKey. 5 October 2010; Available from: http://www.octopusinvestments.com/portfolio/touchtype/. 40. Michael Maoz, J.D., Jenny Sussin, Olive Huang. Predicts 2014: Customer Support and the Engaged Enterprise. November 15, 2013; Available from: https://www.gartner.com/doc/2624417/predicts--customer-support-engaged. 41. Malcolm Baldrige National Quality Award. 2014; Available from: http://www.nist.gov/baldrige/. 42. Service Science. 2014; Available from: https://www-304.ibm.com/connections/wikis/home?lang=en-us#!/wiki/IBM%20Global%20University%20Programs. 43. ASQ (American Society for Quality), A.A.S.f. Statistical Process Control (SPC) 2014; Available from: http://www.asq.org. 44. Rouse, M. virtual agent (intelligent virtual agent, virtual rep or v-rep). June 2007; Available from: http://searchcrm.techtarget.com/definition/virtual-agent. 45. The Company. 2014; Available from: http://swiftkey.com/en/. | |
| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/54746 | - |
| dc.description.abstract | 新近的理論和技術影響下，服務模式和解決方案的設計發展展現了重要的趨勢。企業希望提供獨到的客戶服務體驗，藉由客戶主動或被動地協作參與產品設計、開發與行銷以深入客戶洞見來達到滿意度與品牌忠誠。此外，市場越來越重視有系統的收納客戶行為，並且以科學的方式更準確的解讀資料庫中的數據資料。
本研究提供了一個以科學的品牌服務工程運作框架，讓經理人及創業家重新審視自己的服務模式和解決方案，融合客製化消費者互動過程與大量製造的效率以新興科技方式展現出品牌在服務體驗上的創新，藉制定服務創新的準則，讓企業加速品牌化的過程。 | zh_TW |
| dc.description.abstract | Recent developments in emerging theories and technologies for the design of service models and solutions have revealed some important trends. These pertain to the relationship between corporations and customers toward collaboration on deep diving customer insights and participation in product design, development, and delivery in terms of customer engagement. Further, there is an increasing emphasis on the inclusion of customer behavior in the database along with a more accurate interpretation of this behavior.
To learn of how science and engineering functioning in branding service, this study develops an index that provides a framework to managers and entrepreneurs to examine their service models and solutions, to develop a long-term service innovation principle, and to accelerate the service offering process. | en |
| dc.description.provenance | Made available in DSpace on 2021-06-16T03:37:43Z (GMT). No. of bitstreams: 1 ntu-104-P01746020-1.pdf: 4903326 bytes, checksum: 9531aaef9c41725ababa5132dd7e86ef (MD5) Previous issue date: 2015 | en |
| dc.description.tableofcontents | Table of Contents
CHAPTER 1 INTRODUCTION…………………………………………………………………1 1.1 RESEARCH MOTIVATION…………………………………………………………………..1 1.2 RESEARCH OBJECTIVE…………………………………………………………………….1 1.3 RESEARCH STRUCTURE…………………………………………………………………...2 CHAPTER 2 LITERATURE REVIEW…………………………………………………………4 2.1 SERVICE DESIGN THINKING FOR SERVICE INNOVATION……………………………4 2.2 CUSTOMER EXPERIENCE STRATEGY IN BRANDING COMPANIES………………20 2.3 THE USE OF TECHNOLOGIES IN CUSTOMER EXPERIENCE………………………...22 2.4 SERVICE SECTOR AND SERVICE INDUSTRY…………………………………………..30 CHAPTER 3 RESEARCH METHODOLOGY……………………………………………….32 3.1 RESEARCH METHODOLOGY ………………………………………………………….32 3.2 QUANTITATIVE APPROACH AND DATA ANALYSIS………………………………..33 CHAPTER 4 THE PROPOSED 6+4 CONCEPTUAL FRAMEWORK…………………….35 4.1 CASE DESCRIPTION : HTC, CISCO………………………………………………………35 4.2 CROSS-CASE ANALYSIS………………………………………………………………….52 4.3 THE PROPOSED CONCEPTUAL FRAMEWORK FOR 6+4 (SIX PLUS FOUR) CUSTOMER EXPERIENCE ENGINEERING APPROACH………………………………54 CHAPTER 5 THE ASSESSMENT OF FRAMEWORK FOR STARTUP BRANDING BY CASE ANALYSIS………………………………………………………………..63 5.1 CASE OVERVIEW OF SWIFTKEY ……………………………………………………...63 5.2 SURVEY OF CUSTOMER EXPERIENCE IN SWIFTKEY …………………………….67 5.3 SERVICE MODEL & SERVICE SOLUTIONS………………………………………...69 CHAPTER 6 CONCLUSIONS…………………………………………………………………73 6.1 CONCLUSION……………………………………………………………………………..73 6.2 LIMITATION AND SUGGESTIONS FOR FUTURE RESEARCH………………………73 REFERENCE……………………………………………………………………………………...75 APPENDIX………………………………………………………………………………………...79 List of Tables Table 2.1 Factors hampering innovation activities………………………………………………6 Table 2.2 Different forms of knowledge co-creation with customers…………………………….10 Table 2.3 Malcolm Baldrige quality metrics………………………………………………………..14 Table 2.4 COPC - structure of vendor management………………………………………………..16 Table 2.5 Technological trends in favor of mobility, decentralization, and individual empowerment…………………………………………………….……………………..22 Table 2.6 Seven Basic Tools…………………………………………………………………..23 Table 2.7 Contribution of services to GDP in OECD, by sector and country, 1987 and 1997, at percentage…………………………………………………………………………….…..31 Table 4.1 Emerging technology for data mining projects……………………………………...40 Table 4.2 List of KPI category at HTC call center in 2010……………………………42 Table 4.3 Cross-case checklist of 6+4 customer experience index…………………………………52 Table 5.1 Annual report and accounts (2013) ………………………………………………………64 Table 5.2 The top three performing portfolio companies are detailed below ………………………64 Table 5.3 Customer feedback number from Swiftkey forum…………………………….69 Table 5.4 Idea implemented from Swiftkey, 2014…………………………………….69 Table 5.5 Statistics analysis for service model and solution survey………………………………..69 List of Figures Figure 2.1 The innovation measurement framework…………………………………………………5 Figure 2.2 Nesta seven stages for innovation………………………………………………………...7 Figure 2.3 London partners program in Tech City Project…………………………………………...8 Figure 2.4 Startup Ecosystem Report 2012………………………………………………………….8 Figure 2.5 The Opportunity Space of Value Co-creation…………………………………………10 Figure 2.6 The concept of SSME…………………………………………………………………..11 Figure 2.7 The framework of service design……………………………………………………….12 Figure 2.8 Overview the ISO quality management…………………………………………………15 Figure 2.9 The concept of Design Thinking………………………………………………………..17 Figure 2.10 Four phases in service blueprinting……………………………………………………18 Figure 2.11 An example blueprint for a Corner Shoeshine…………………………………………19 Figure 2.12 DIN service innovation model…………………………………………………………19 Figure 2.13 SEE structure…………………………………………………………………………..20 Figure 2.14 Transfer of company identity to brand identity when company and brand names…….21 Figure 2.15 Consumer empowerment provides opportunity for bonding………………………….21 Figure 2.16 KDD process…………………………………………………………………………..24 Figure 2.17 Data Mining at the Intersection of Many Disciplines…………………………………25 Figure 2.18 The neural network learning process………………………………………………….26 Figure 2.19 IBM describes the four characters of Big Data………………………………………..27 Figure 2.20 Forrester's Big Data solution…………………………………………………………..27 Figure 2.21 An example for ecommerce leverage Big Data concept and come out a measure KPI structure to monitor their performance………………………………………………….28 Figure 2.22 Sociometric® Badges. Developed by MIT lab……………………………………….29 Figure 3.1 Research Methodology…………………………………………………………………33 Figure 4.1 CSAT Management – the elements of survey Questions………………………………36 Figure 4.2 Product life cycle in the smartphone industry………………………………………….38 Figure 4.3 Restructure call cent agent capability…………………………………………………..39 Figure 4.4Sociometric badges idea on a communication cycle from product design stage to maintenance……………………………………………………………………………41 Figure 4.5 3+1 consolidation project………………………………………………………………43 Figure 4.6 The communication map inside of HTC………………………………………………44 Figure 4.7 QCT concept…………………………………………………………………………….45 Figure 4.8 The survey methodology used by Cisco to measure customer satisfaction…………….47 Figure 4.9 Cisco approached and presented its ideas for the CIN to customers, and the idea were well received……………………………………………………………………………48 Figure 4.10 The new CIN took advantage of operational efficiencies……………………………...49 Figure 4.11 Cisco's vendor management model…………………………………………………….49 Figure 4.12 Migration to a customer interaction network………………………………………….50 Figure 4.13 Cisco quality frameworks……………………………………………………………..51 Figure 4.14 Survey Rating for HT5.3C and Cisco………..….…………………………….……….53 Figure 4.15 A service model with six categories …………………………………………………55 Figure 4.16 A service solution with four categories ……………………………………………59 Figure 4.17 From awareness to financial value …..……...…..……………………………………..60 Figure 4.18 The concept of Data Science…………………………………………………………..61 Figure 4.19 Combining the Concept of Service Model and Service Solution ………….………….62 Figure 5.1 Swiftkey timeline……………………………………………………………………….63 Figure 5.2 Swiftkey award moment………………………………………………………………..64 Figure 5.3 Carton for Swiftkey word prediction technology…………………………………….65 Figure 5.4 Swiftkey word prediction technology showed on input method experience………….66 Figure 5.5 The concept of technologies behind Swiftkey product………………………………...66 Figure 5.6 Product life cycle engages customer in Swiftkey………………………………………67 Figure 5.7 Swiftkey customer experience strategy…………………………………………………68 Figure 5.8 Swiftkey service blueprint…...………………………………………………………….68 Figure 5.9 The breakdown demographic of survey respondents…………………………………...70 Figure 5.10 The service index rating for Swiftkey………………………………………………….70 Figure 5.11 Three companies comparison based on the attributes from technology force and service framework……………………………………………………………………………...72 Figure 5.12 Overview the Customer Experience Strategy and 6+4 Index………………………...72 | |
| dc.language.iso | en | |
| dc.subject | 品牌服務運作框架 | zh_TW |
| dc.subject | 顧客體驗策略 | zh_TW |
| dc.subject | Customer experience strategy | en |
| dc.subject | Service model | en |
| dc.subject | Service solution | en |
| dc.subject | Brand and customer experience | en |
| dc.title | 以服務設計思考探索新創品牌的客戶體驗工程 | zh_TW |
| dc.title | A Study on Startup Branding through Customer-Experience-Engineering Approach and Service Design Thinking | en |
| dc.type | Thesis | |
| dc.date.schoolyear | 103-2 | |
| dc.description.degree | 碩士 | |
| dc.contributor.oralexamcommittee | 陳俊忠 | |
| dc.subject.keyword | 顧客體驗策略,品牌服務運作框架, | zh_TW |
| dc.subject.keyword | Customer experience strategy,Brand and customer experience,Service model,Service solution, | en |
| dc.relation.page | 80 | |
| dc.rights.note | 有償授權 | |
| dc.date.accepted | 2015-04-24 | |
| dc.contributor.author-college | 管理學院 | zh_TW |
| dc.contributor.author-dept | 國際企業管理組 | zh_TW |
| 顯示於系所單位： | 國際企業管理組 | |
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