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題名 | 窯場創新經營之服務設計=Service Design in Kiln Innovation Management |
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作者 | 林東成; 陳俊智; 王昱祥; 劉芳妏; |
期刊 | 東方學報 |
出版日期 | 20170300 |
卷期 | 37 2017.03[民106.03] |
頁次 | 頁53-76 |
分類號 | 464 |
語文 | chi |
關鍵詞 | 窯場; 創新; 服務設計; 顧客旅程地圖; 服務地圖; Tile kiln; Innovation; Customer journey maps; Service; |
中文摘要 | 企業/組織達成較佳的創新是取得競爭優勢最重要的基石。服務設計一個具整體性、跨領域、整合性的策略,其有助於企業/組織創新或改善服務,使其服務更為有效、更高可行性、更符合顧客之需求。本研究為"百煉陶坊"(位於屏東縣)之創新經營進行服務設計,研究結果示於該陶坊教育教學之顧客旅程地圖(customer journal maps),其痛點(pain)為:行銷不足、地處偏僻、交通不便、無提供餐點及休憩區;樂點(gain)為:停車方便、學習愉快、設施與環境的專業性、滿足顧客需求與期望、創造顧客口碑傳播之獨特性、品牌為草根熱情,猶如屏東的艷陽般。其中有趣的是"個人魅力"耐人尋味,即王明榮老師(負責人)是該陶坊的招牌、品牌、口碑,但亦是其隱憂---如何延續、傳承與發揚光大。這些痛點與樂點,復以共創(co-creative)方式,展示於該陶坊教育教學之服務地圖(service blueprints)上,即化劣勢為優勢、將優勢更一步的昇華。本研究之成果可提供同質性窯場創新經營之參考。 |
英文摘要 | Enterprise / organization to achieve better innovation is the most important competitive advantage basis. Service design with a holistic, multi-disciplinary, integrated policy which facilitates enterprise / organizational innovation or improved services, to make their services more effective, more feasible, more meeting with the needs of the customer. This work is "Buy-Lian Ceramic Factory" (located in Ping-Tung County) innovative business performed the service design, the study results are shown in the teaching of Buy-Lian customer journey map, their pains are: lack of promoting, is located in remote, inaccessible, without providing meals and rest areas; their gains are: convenient parking, happy learning, professional facilities and the environment, to meet customer needs and expectations, to create customer word-of-mouth uniquely, the brand of grass-roots enthusiasm, like the sun-like Ping-Tung, Which it is interesting "personal charm", that Wang Ming Rong teacher (representative) is the Buy-Lian signs, brand and reputation, but also its worries --- how to continue, inheritance and carried forward. These are pains and gains then to co-creation mode, the display on the teaching of Buy-Lian with service blueprints, that is of disadvantage to advantage, the advantage is more sublimation step. The results of this study can provide reference analogous kilns innovation management. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。