标题: | 价值导向之服务程序设计-以运动中心导入RFID为例 |
作者: | 高慈薏 杨铭贤 江长唐 Institute of Business and Management 经营管理研究所 |
关键字: | 无线射频识别;服务程序;服务蓝图;运动休闲服务;价值焦点思考法;Radio Frequency Identification (RFID);Service Process;Service Blue Print;Sport and Recreation Services;Value Focus Thinking Approach |
公开日期: | 2015 |
摘要: | 无线射频辨?系统(radio frequency identification, RFID)早已被广泛运用在各个领域。但是许多研究仍对RFID应用于服务业所提供的价值及应用方式存有怀疑。运动休闲乃是新兴的服务业,其中又以运动中心的发展备受各方期待。然其产业竞争相当激烈,若要脱颖而出,服务程序乃是其关键。因此本研究以价值焦点思考法为理论基础,建构一运动中心服务程序导入RFID的设计模式。首先本研究依据RFID在实务上的应用性,透过对运动中心服务流程的程序分析,进行服务点导入RFID技术应用的配置。接着本研究采取兼顾服务供给与服务需求双方面之价值焦点思考法,完成运动中心导入RFID于服务程序之设计。在模式建构过程中,透过消费者问卷调查,分析基础目标之重要性;其次采用群体脑力激荡法进行RFID应手段目标清单之建立;最后再请二位专家确认手段目标之关联性,以完成最终设计。本研究的学术价值在于提出一个结合价值焦点思考的RFID应用设计模式,除可作为后续RFID价值评估研究之基础外,在实务上,亦可提供服务企业导入RFID之参考。 Radio frequency identification (RFID) has been widely applied in many fields, but little researches confirmed the value and application of RFID in service industry. Sports and recreation sectors are emergent and highly competitive in service industry. The level of service process of sports center plays a critical role in the competitive advantage. Based on a value focused thinking approach, this study constructs a design model for a sport center. Firstly, according to the applicability of RFID in practice, this study analyzed the service process. Then, using the value focus thinking approach which focus on both service supply and demand, the model of RFID application in the service process of sports center was designed. During the modeling process, a consumer survey was conducted to analyze the significance of fundamental objectives. In addition, this study used the methods of expert interview and brain storming to establish the guidelines for determining the means-objective list. Finally, experts were invited to review the association between means and objectives to confirm the service process model. The academic implication of this paper is to propose a design model which integrates value focus thinking approach into the RFID application. In addition to serving as a foundation for further research in RFID value evaluation, this model is also helpful for those managers who intend to deploy RFID in service sector. |
URI: | http://hdl.handle.net/11536/132398 |
期刊: | 管理与系统 Journal of Management and Systems |
Volume: | 22 |
Issue: | 3 |
起始页: | 273 |
结束页: | 301 |
显示于类别: | Journal of Management and System |
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