Applying Service Experience Engineering in Cultural and Day Care Service Industries

• Main Authors: Shiang-Li Yang, 楊翔莉
• Other Authors: Dong-Shang Chang
• Format: Others
• Language: en_US
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/12958293952674949597

博士 === 國立中央大學 === 企業管理研究所 === 99 === Service industries in many countries have become a major source of economic contribution. Voice of the customer (VOC) becomes important for enterprise success. The main purpose of this research is applying service experience engineering in cultural and day care Service Industries. The result of this research, for cultural industry: we successfully developed an optimal activities profile for visitors’ preference. This optimal activities profile include: parent-child drawing contests, rural life experience camping, lotus seeds products for tourists to purchase, the huge lotus leafs for tourists to experience, bicycle routes among Baihe lotus fields, and special local features. In addition, for day care service industry: we found the elderly requirement and service operations process for manager to prevent potential service failures. The management implications of this research not only assist to managers to plan a variety of activities for visitors'' preference and improve service quality for elderly needs but also available for researchers to use.