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標題: | 便利超商的新時代-台灣便利超商的新商業模式與挑戰 The New Era of CVS: The New Business Model and Challenges of Convenient Stores in Taiwan |
作者: | Jui-Chen Wu 吳瑞宸 |
指導教授: | 郭佳瑋(Chia-Wei Kuo) |
關鍵字: | 便利商店,無人店,服務設計,服務藍圖,營運模式, Convenience Store,unmanned store,Service Design,Service Blueprinting,Business Model, |
出版年 : | 2018 |
學位: | 碩士 |
摘要: | 台灣便利超商林立,其密度全球第2,每三五步就有一店、台灣民眾在食、衣、住、行、娛樂上,便利超商都可以滿足消費者的需求,其不僅僅是台灣便利的代名詞,更是台灣民眾生活上不可分離的一部份。
而超商在台灣的發展已有近40年的歷史,其統一超商亦是早期進入便利商店產業及目前發展狀況最佳的龍頭業者,觀察其過去40年在產業內競爭成長的過程中不斷改寫營運記錄外,也持續改變台灣民眾對於便利商店的定義。 然服務業為人力密集的產業,服務人員為第一線門市營運的關鍵也是必要支出的營運成本,但台灣從2006年起第一次大幅調升基本薪資後,往後的十年間幾乎年年調升,另2016年政府實施「一例一休」更進一步針對勞工工作日數改革政策後,使得便利超商產業在營運管理與經營用人上備感壓力。 不約而同的在國際上,各國便利商店同樣面臨人力短缺及經營成本上升的難題,但從2014年美國電商巨擘Amazon宣佈建立無人店開始,便利商店開始出現不一樣的變化,近三年間,世界各地各式各樣的無人商店如雨後春筍般出現,各國業者都希望可以透過新科技,套用在便利商店中來延伸新的商業模式進而有更佳競爭力,也為了日後人力短缺未雨綢繆思考解決方案。而2017年底統一超商宣佈實驗性的X-store正式誕生,此舉再次的為台灣便利商店寫下全新的記錄。 本研究旨在透過各國便利商店的發展,與近期具代表性無人店科技的應用,探討其不同與經營概況。另以台灣便利商的領先業者統一超商(台灣7-ELEVEn)為研究對象,以個案探討的方式,探究過去40年不斷成長的關鍵原因,與近期X-store無人店的服務設計是否滿足消費者的需求,並透過服務藍圖規劃,輔以營運模式分析,提出對其營運模式的建議與探討。亦期許透過此次的研究,對於台灣便利商店再次進入一個全新時代的挑戰與創新營運模式做出貢獻。 The number of convenience stores (CVS) in Taiwan has continued to increase in recent years, the density of CVS in Taiwan hits the second highest level in the world, practically seeing one store in a few steps distance. CVS in Taiwan fulfills the needs of customers in different aspects, such as food, clothing, housing, transportation, education, entertainment, etc. CVS has become an inseparable part of our daily lives in Taiwan. CVS in Taiwan has been developed over 40 years. President Chain Store, the owner of 7-Eleven, has entered the retailing business in the early period and remains by far the largest player in convenience stores in Taiwan. Observing the continuous rewriting of operational records in the growing and competing retailing industry in the past 40 years, the definition of CVS in Taiwan is changing continuously. Service industry claims to be labor-intensive-industry, the frontline employees have been the key of operations, and their salaries have also been calculated as the necessary operating expenses. After a huge rise in minimum wage in 2006, it has been increasing every year ever since. In 2016, the government implemented a working day reform policy –「One Fixed Day Off and One Flexible Rest Day」, which caused a huge impact on CVS in retailing industry regarding operational management basis. Coincidentally, CVS worldwide is also facing the same problem of increasing labor costs and a shortage of workers. After Amazon has announced the existence of Amazon Go, a new kind of store with no check out required, in 2014, the new business model has changing the economics of grocery retailing. Within three years, ,various unmanned stores have been sprung up like mushrooms worldwide. New technology has expected to launch in CVS to expend the new business model, to become more competitive, and to expect to solve the problem of workers shortage. President-Chain Store Corporation has announced a new born experimental store- X-Store, the move has made a remarkable record in retailing industry in Taiwan. This study aims to discuss different types of operations in CVS through the development in CVS worldwide, and the remarkable change – unmanned store technology launching. In this study, President Chain Store Corporation (7-ELEVEn), the leader of convenience store in Taiwan was studied. Through the analysis in the case study, the key factors of continuously growth in the past 40 years in retailing industry in Taiwan、the service design of X-Store(unmanned store) 、the planning of service blueprinting is proposed. In summary, this study contributes to the new era of CVS, seeing how the new business model and challenges of convenient stores in Taiwan have occurred. |
URI: | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/79170 |
DOI: | 10.6342/NTU201802157 |
全文授權: | 有償授權 |
電子全文公開日期: | 2023-08-14 |
顯示於系所單位: | 事業經營碩士在職學位學程 |
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