A Study of Establishing Readiness Indicators of Service Science-Take an S Corporation as an Example

• Main Authors: Chi-Min, Tai, 戴啟民
• Other Authors: Chien, Yu
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/11271464064806059350

碩士 === 國立臺灣師範大學 === 科技應用與人力資源發展學系人力資源碩士在職進修專班 === 98 === The relationship between service industry and economic growth is always the core issue for the research of modern service economics. How to evaluate the productivity and innovation of service is the key point to solving this problem. Service science is the research of how to use scientific methods and principles to manage the service organizations, processes, and resources in order to improve the service functionality and cost. The purpose of this study is to analyze the appropriate scientific readiness indicators for the post-sale service industry of 3C products and the relative weights of these readiness indicators. The Delphi techniques and the Analytical Hierarchy Process (AHP) were used to collect and analyze data, and to establish the readiness indicators of service science.The research results cover 12 readiness indicators and 39 indicator contents in five aspects, including finance, customers, processes, learning and growth, and human nature system. In addition, an assessment of the relative weights of the indicators by using AHP has found the post-sale service by service stations is the first priority approach to implement.Hopefully the research results can provide a helpful reference for the executives and professional staff of related enterprises, and for the subsequent researches.