服務創新與價值創造之工程模式研究-以旅遊推薦系統為例

Abstract

資訊服務業中企業的價值創造主要來自使用者，而使用者價值主要來自於企業對服務和新技術的投入。企業如果要生存下去，就必須要有競爭優勢，所以也必須在產業中創造出比競爭者更多的顧客價值。本研究以Yahoo知識+的旅遊知識為基礎，然後以創新服務四構面和服務體驗工程等方法進行使用者需求(價值)的分析，經由分析後找出服務創新的需求，進而以系統工程方式實作出雛型系統，接下來對雛型系統進行驗証、使用者問卷調查以及市場可行性分析。

不同以往的是，服務創新的分析都是以成功案例來說明。本研究將以工程模式研究的方法找出服務創新的需求，並且實作雛型系統和驗証，以此方式建構出系統化驗証的服務創新，預計可以創造使用者價值，提升企業的競爭力。

The value creation of the information service company is mainly from users, while the user value is mainly generated from the services and new technology investment from the company. If companies want to survive, it must have competitive advantages and it must create more customer value than the competitors in the industry. This research, based on yahoo+ tourism knowledge, uses the methodologies of Four Dimensions of Innovative Services and the Service Experience Engineering to analyze the value creation of users and identify innovation needs. Finally, we implement a real prototype system and verify its market feasibility by user survey and system engineering.

Different from the past, most of the service innovation of analysis is based on the success stories. This research want to use system engineering to identify the requirement of the service innovation, implement a real prototype, and verify the service innovation by using the systematic methods to improve value creation for users and enhance the competitiveness of enterprises.