簡易檢索 / 詳目顯示

研究生: 范日奎
FAN, RIH-KUEI
論文名稱: 服務設計之實務案例創作研究-以前瞻藥局概念為例
The study and creation of service design perform in real projects, An example of Drugstore's prospective concept.
指導教授: 梁桂嘉
Liang, Kuei-Chia
學位類別: 碩士
Master
系所名稱: 設計學系
Department of Design
論文出版年: 2013
畢業學年度: 101
語文別: 中文
論文頁數: 114
中文關鍵詞: 服務設計設計思考跨領域合作
英文關鍵詞: service design, design thinking, cross-disciplinary cooperation
論文種類: 學術論文
相關次數: 點閱:430下載:79
分享至:
查詢本校圖書館目錄 查詢臺灣博碩士論文知識加值系統 勘誤回報
  • 本研究結合工業設計、建築設計、廣告、企業管理、政治科學等領域 之專才共同合作,藉由跨領域合作的方式,實際於專案執行中操作服務設 計之相關方法與流程,為一專案對象連鎖藥妝藥局規劃新的企業策略以及 未來可能發展的服務體驗,以作為服務設計研究實際案例的貢獻。
    研究中以深度訪談及參與式觀察作為服務場域及服務利益相關者之接 觸點洞察,並將洞察之資料分析彙整為接觸點原型,置入顧客服務旅程, 了解服務接觸時的關鍵時刻,標示出具有潛力之接觸點。接著透過腦力激 盪及心智圖的繪製,延伸在服務傳遞中可能產生的潛在以及創見服務接觸 點,進一步藉由人物誌、劇本導引法等設計方法與工具假想服務情境,以 簡單的服務原型作為溝通的道具,預演新的服務概念之狀況,從中修改與 檢討。最後將概念導入實際場域,並以實際場域之規格、周遭環境作為設 計之規範,以 3D 建模及動畫展示本研究提出之服務概念與流程規劃。
    透過研究及創作發現,服務設計中跨領域的分工合作及將無形的服務 活動實體化相當重要,將是左右服務設計成效的關鍵,如何擬訂一套專業 的方案說服產業願意進行服務設計的檢視及改造,更是設計團隊所要面臨 的挑戰。因此期望藉由本研究中有限的貢獻,作為往後研究者的參考。

    This study is performed by the cooperation of experts from various fields such as industrial design, architectural design, advertisement, business management and political science. Through the inter-disciplinary cooperation, the methods and procedures related to service design are practically performed in real projects. This study plans new industrial strategies and the service experience of possible future developments for the object of the project, a chain drugstore. The result of this study will serve as the contribution to the real instance of the service design study.
    In this study, profound interview and participant observation serve as the touch point insight of service field and service stakeholders. The data of insight will be analyzed and collected into touch point prototype, which will be placed into the customer service journey, for understanding the key moment of touching service and for marking potential touch points. Through brainstorming and drawing of mind maps, the study is stretched to the possible potential or creative service touch points in service delivery. Furthermore, designing methods and tools such as biographies and scenarios assume service situations. Simple service prototypes serve as the tools of communication, rehearse the situations of new service concepts, and modify and review the contents. Finally, the concepts are introduced into the real fields. The specification and surrounding environment of the real fields are taken as the designing regulation. The service concepts and procedure planning presented by this study are displayed through 3D modeling and animation.
    Based on the findings of the study and creation, cross-disciplinary cooperation and the materialization of invisible service activities are both important for service design. They will be the keys deciding the effects of service design. How to draw up a set of professional project for persuading industries to review and improve their service design will be a challenge for the designing group. Therefore, the limited contribution of this study may serve as the reference for future researchers.
    Keywords: service design, design thinking, cross-disciplinary cooperation

    第一章、緒論 1.1研究背景與動機...............................................................................................1 1.1.1研究背景.....................................................................................................1 1.1.2研究動機.....................................................................................................4 1.2研究目的與創作目標........................................................................................5 1.2.1研究目的.....................................................................................................5 1.2.2研究與創作目標...........................................................................................5 1.3研究範圍界定.................................................................................................5 第二章、文獻探討 2.1設計的定義與設計思考....................................................................................6 2.1.1設計的定義.................................................................................................6 2.1.2設計思考....................................................................................................7 2.2服務的定義與服務設計...................................................................................15 2.2.1服務的定義................................................................................................15 2.2.2服務設計...................................................................................................18 2.2.3服務設計方法.............................................................................................24 2.3體驗經濟......................................................................................................31 2.4小結.............................................................................................................33 第三章、創作流程與研究方法擬定 3.1創作流程與研究方法.......................................................................................34 3.1.1接觸點探索階段..........................................................................................36 3.1.2接觸點檢視與發展階段.................................................................................39 3.1.3設計概念導入實際場域階段...........................................................................42 第四章、研究與創作執行內容 4.1接觸點探索階段..............................................................................................43 4.1.1相關背景及文獻分析.....................................................................................43 4.1.2服務利益相關者訪談與服務場域觀察...............................................................49 4.1.3訪談及觀察資料分析.....................................................................................62 4.2接觸點檢視與發展階段.....................................................................................63 4.2.1顧客服務旅程...............................................................................................63 4.2.2腦力激盪會議與心智圖..................................................................................66 4.2.3人物誌法與情境導引法..................................................................................68 4.2.4服務概念與服務場域原型討論.........................................................................74 4.2.5設計概念導入實際場域階段............................................................................76 4.3設計理念與概念呈現........................................................................................78 4.3.1設計核心理念...............................................................................................78 4.3.2設計概念呈現...............................................................................................81 第五章、創作及研究結論與建議 5.1創作及研究結論...............................................................................................93 5.1.1設計思考導入服務設計之可行性......................................................................93 5.1.2服務設計中跨領域成員分工之重要性...............................................................95 5.1.3執行服務設計可能產生之挑戰.........................................................................96 5.2未來研究建議..................................................................................................97 參考文獻.............................................................................................................98 附錄一、專家訪談大綱(區經理).............................................................................112 附錄二、專家訪談大綱(藥師、銷售人員)................................................................113 附錄三、服務接受者訪談及服務場域觀察大綱.........................................................114

    英文部份
    1. Alexander, R. A. (1960) Marketing Definition, American Marketing
    Association, Chicago, IL.
    2. Battarbee K, Botero A, Mattelmaki T and Rizzo F. (2008) Designed for Co-
    designers. Helsinki, Finland: Aalto University.
    3. Bessom, R. M.(1973)“Unique Aspects of Marketing of Services” Arizona
    Business Bulletin, November, pp. 23-27.
    4. Brown, T. (2008). Design thinking. Harvard Business Review, 86(6), 84-92.
    5. Brown, T. 2009. Change by design: how design thinking transforms
    organizations and inspires innovation. C. Fletcher & Company, LLC.
    Arranged with Andrew Nurnberg Associates International Limited.
    6. B. Edvardsson and J. Olsson, “Key Concepts for New Service Development,”
    Service Industries Journal, 16/2 (April 1996), pp. 140-164; F. I. Stuart,
    “Designing and Executing Memorable Service Experiences: Lights,
    Camera, Experiment, Integrate, Action!” Business Horizons, 49, 2006,
    pp. 149-159.
    7. Campbell, R. L. (1992). Will the real scenario please stand up? SIGCHI
    Bulletin, 24 (2), 6-8.
    8. Carroll, J. (2000). Making Use: Scenario-Based Design of Human-Computer
    Interactions, MIT Press
    9. Chase, R., Bowen, D.E., 1991. Service quality and the service delivery system.
    In: Service Quality: Multidisciplinary and Multi-National Perspectives.
    Lexington Books, Lexington, MA, pp. 157–178.
    10.Chesbrough, Henry and Jim Spohrer (2006), ‘A Research Manifesto for
    Services Science,’Communications of the ACM, 49 (7), 35-40.
    11. Clatworthy (2008). Innovations in service experiences; the AT-ONE method.
    Proceedings of the 6th Design and Emotion Conference. Hong Kong
    Polytechnic and University, Hong Kong.
    12. Clement Mok. (2003 May). Time for Change : What the future requires of
    the design profession. Communication Arts.
    13. Cooper, A., & Saffo, P. (2004). The inmates are running the asylum . Sams.
    14. Cooper, A (1999). The inmates are running the asylum. Macmillan.
    15. Cross, N. (2006). Designerly ways of knowing. Berlin: Springer.
    16. Dictionary, O. E. (1989). Oxford: Oxford University Press.
    17. Dorst, K., & Cross, N. (2001). Creativity in the design process: Co-evolution
    of problem-solution. Design Studies, 22(5), 425–437.
    18. Edman, K. W. (2009, November) Exploring overlaps and differences in
    service-dominant logic and design thinking. Paper presented at the 1st
    Nordic Conference on Service Design and Service Innovation, Oslo,
    Norway.
    19. E.Gummesson and J. Kingman-Brundage. (1991). “Service Design and
    Quality: Applying Service Blueprinting and Service Mapping to
    Railroad Services,” in P. Kunst and J. Lemmink ed., Quality
    Management in Services. Assen/Maastricht, Nertherlands: Van Gorcum.
    20. Evenson, Shelley (2008), ‘‘A Designer’s View of SSME,’’ in Service
    Science, Management and Engineering: Education for the 21st Century,
    Bill Hefley and Wendy Murphy, eds. New York, NY: Springer, 25-30.
    21. Fisk, Raymond P. and Stephen J. Grove (2008), ‘‘Broadening Service
    Marketing: Building a Multidisciplinary Field,’’ in The Future of
    Services: Trends and Perspectives, Dieter Spath and Walter Ganz, eds.
    Munchen, Germany: Hanser, 233-244.
    22. Free, J. B. (1987). Pheromones of social bees. Chapman and Hall.
    23. Fließ, S., and M. Kleinaltenkamp. 2004. Blueprinting the service company
    managing service process efficiently. Journal of Business Research 57
    (4): 392-404.
    24. Garret, J.J.(2003). The Elements of User Experience. American Institute of
    Graphic Art. N.Y. pp.46-49
    25. Glushko, R., & Tabas, L. (2009). Designing service systems by bridging the
    “front stage” and “back stage”. Information Systems E-Business
    Management, 7(4), 407-427.
    26. Goodwin, C. and I. Ross, “Consumer Responses to Service Failures: Influence
    ofProcedural and Interactional Fairness Perception,” Journal of
    Business Research,Vol.25, 1992, p.149-163.
    27. Grönroos C.(1990). Service management and marketing: managint the
    moment of truth ubs Service competition. Lexington.
    28. Grönroos C (2006a) Adopting a service logic for marketing. Marketing
    Theory 6(3): 317–333.
    29. Grönroos C (2006b) On defining marketing: finding a new roadmap for
    marketing. Marketing Theory 6(4): 395–417.
    30. G. Lynn Shostack, (1982) How to Design a Service, European Journal of
    Marketing, Vol. 16 Iss: 1, pp.49 – 63
    31. Grudin, J & Pruitt, J (2002). Personas, participatory design and product
    development. PDC 2002.
    32. Hatchuel, A. and Weil, B. (2009). C-K theory: An advanced
    formulation. Research in Engineering Design,19(4), 181-192.
    33. Hollins, G. & Hollins, B. (1991). "Total design. Managing the design process in
    the service sector". London: Pitman Publishing. (LZ/LK)
    34. Hertenstein, J.H., Marjorie, B.P. and Veryzer, R.W. (2005), “The impact of
    industrial design effectiveness on corporate financial performance”,
    The Journal of Product Innovation Management, Vol. 22 No. 1, pp. 3-21.
    35. Hollon E.(2008). User Personas: “Tools for Understanding”, Presented at
    the 2nd annual Korea Technical Communication Association
    Symposium - October 24, 2008, Seoul.
    36. Hosono, S., Hasegawa, M., Hara, T., Shimomura, Y., & Arai, T. (2009, March).
    A methodology of persona-centric service design. In Proceedings of the
    19th CIRP Design Conference–Competitive Design. Cranfield
    University Press.
    37. Holmlid, S., & Evenson, S. (2008) Bringing service design to service sciences,
    management and engineering. In B. Hefley & W. Murphy (Eds.), Service
    science, management and engineering: Education for the 21st century
    (pp. 341-345). Berlin: Springer Verlag.
    38. Jackson, Michael C. (2003), Systems Thinking: Creative Holism for Managers.
    San Francisco, CA: John Wiley & Sons.
    39. J.L. Heskett. (1987) Lessons in the service sector, Harvard Business Review,
    65, pp. 118–126
    40. Jennifer Preece, Yvonne Rogers, Helen Sharp. (2003), Interaction design:
    beyond human-computer interaction, Vol. 8,pp 261.
    41. Juran, J. M., (1986) The quality trilogy: a universal approach to managing for
    quality, Quality Progress, 19(8), 19-24.
    42. Kelley, T., & Littman, J. (2001). The art of innovation: lessons in creativity
    from IDEO, America ́s leading desing firm.
    43. Keinonen, T. (2009). “Design Contribution Square”. Advanced Engineering
    Informatics. 23 (2009). Pp.142-148.
    44. Kingman-Brundage, J., (1989) The ABCs of service system blueprinting,
    Designing a Winning Service Strategy, edited by Bitner, M. and Crosby,
    L., AMA, Chicago, Pp.30-33.
    45. Kline, S. J. & Rosenberg, N.(1986), “An Overview of Innovation,” The
    National Academy of Sciences , pp. 275-305.
    46. Klaus Krippendorff. (1989). On the Essential Context of Artifacts or on the
    Proposition that “Design Is Making Sense (of sense)” . Design Issues:
    Vol. V, Number 2. The MIT Press.
    47. Kotler, P.(1991) Market Management Analysis, Planning, Implementation and
    Control, Prentice-Hall, Englewood Cliff, New Jersey.
    48. Krippendorff, K. (2006). The semantic turn: A new foundation for design.
    Boca Raton, FL: Taylor & Francis.
    49. Lazar, L. (2001). User-Centered Web Development. Jones and Bartlett.
    Mississauga, Pp.2-3.
    50. Liem, A., Vatrapu, R., & Clemmensen, T. A Culture and Touchpoint Approach
    to Improve Experiences in Service and Human-Computer Interaction
    Design.
    51. Lovelock, C. H.(1983), “Classifying Services to Gain Strategic Marketing
    Insight.,” Journal of Marketing , 47, pp.9-20.
    52. Lovelock, C., (1996) Services Marketing, Prentice Hall, Upper Saddle River,
    New Jersey.
    53. Lovelock, C. H. & Wirtz, J.(2004), “Service Marketing: People, Technology,”
    5th, Strategy.
    54. L. Shostack, (1987). Service positioning through structural change, Journal of
    Marketing, 51, pp. 33–43.
    55. Marco Iansiti, (1998). Technology Integration: Making Critical Choices in a
    Dynamic World. p69-p.70. Press: Harvard Business School.
    56. Maglio, Paul P., Stephen L. Vargo, Nathan Caswell, and Jim Spohrer(2009),
    “The Service System is the Basic Abstraction of Service Science”,
    Information Systems E-Business Management (7),395-406.
    57. Mager B (2009) Service design as an emerging field. In: Miettinen S and
    Koivisto M (eds) Designing Services with Innovative Methods. Helsinki,
    Finland:Savonia University of Applied Sciences, 28–43.
    58. Mark. R. Testa & Lori. J. Sipe. (2006), A Systems Approach to Service
    Quality:Tools for Hospitality Leaders. Cornell Hotel and Restaurant
    Administration Quarterly, 47(1): 36-48.
    59. Meroni, A., & Sangiorgi, D. (2011). A new discipline. In A. Meroni & D.
    Sangiorgi (Eds.), Design for services (pp. 9-33). Aldershot, UK: Gower
    Publishing.
    60. Miettinen, S. & Koivisto, M. (2009). Designing Services with Innovative
    Methods. Helsinki: Taik Publications.
    61. Miles, I.(2008), “Patterns of innovation in service industries,” IBM Systems
    Journal, 47 (1), 115-128.
    62. Moore, A. G. (1991). Crossing the chasm. Harper Collins Publishers, New York.
    63. Morelli, N. (2002). Designing product/service systems: A methodological
    exploration. Design Issues, 18(3), 3-17.
    64. Muller, M. J. (1991, March). PICTIVE—an exploration in participatory design.
    In Proceedings of the SIGCHI conference on Human factors in
    computing systems: Reaching through technology (pp. 225-231.). ACM.
    65. Norman, Donald A. (2011), Living with Complexity. Cambridge, MA: MIT Press.
    66. Plattner, H., Meinel, C., & Weinberg, U. (2009). Design-thinking.
    Mi- Fachverlag.
    67. Pullman, Madeleine E. and Michael A. Gross (2004), “Ability of Experience
    Design Elements to Elicit Emotions and Loyalty Behaviors,” Decision
    Sciences, 35 (3), 551-578.
    68. Ravasi, D., & Rindova, V. (2008). Symbolic value creation. In D. Barry & H.
    Hansen (Eds.), Handbook of new approaches to organization (pp. 270-
    284). London: Sage Publications.
    69. Rayport, Jeffrey F. and Bernard J. Jaworski (2004), “Best Face Forward”,
    Harvard Business Review, 82 (6), 47-58.
    70. Rogers, E. M. (1995). Diffusion of Innovation. New York: Free Press.
    71. Sangiorgi, D., & Clark, B. (2004, July 28). Towards a participatory design
    approach to service design. Paper presented at the 8th Biennial
    Participatory Design Conference, Toronto, Canada.
    72. Saul Bellow.(1997). The Actual. New York: Viking.
    73. Schmitt, B. (1999) , “Experiential Marketing,” Journal of Marketing
    Management,15 (1-3) , 53-67.
    74. Schön, D. (1983) The Reflective Practitioner: How Professionals Think in
    Action. New York: Basic Books.
    75. Schön, D. (1987). The reflective practitioner: How professionals think in
    action. New York: Basic Books.
    76. Segelström F (2009) Communicating through visualizations: service
    designers on visualizing user research. First Nordic Conference on
    Service Design and Service Innovation, Oslo, Norway.
    77. Shostack, L. G. (1984). Designing services that deliver, Harvard Business
    Review, 62, (1), 133–139.
    78. Sinha, R. (2003). Persona development for information-rich domains. Paper
    presented at the Conference on Human Factors in Computing Systems.
    79.Simon, H. A. (1969). The sciences of the artificial (1st ed.). Cambridge, MA: MIT Press.
    80. Spengler, C., & Wirth, W. (2009). Maximising the impact of marketing and
    sales activities. IO Management, (3).
    81. Stefan Moritz, (2005). Service Design: practical access to an evolving field. Köln
    International School of Design, Germany.
    82. Suchman, L. A. (1983). Office procedures as practical action: models of work
    and system design. ACM Transactions on Office Information Systems,
    1(4), 320-328.
    83. Tayor S.J. & Bogdan R. (1984). Introduction to Qualitative Research Methods,
    Second Edition. London: Wilsy.
    84. Tim Brown, (2005 JUNE). Strategy by design. Fast Company.
    85. Tudor, L. G., Muller, M. J., Dayton, T., & Root, R. W. (1993, October). A
    participatory design technique for high-level task analysis, critique,
    and redesign: The CARD method. In Proceedings of the Human Factors
    and Ergonomics Society Annual Meeting (Vol. 37, No. 4, pp. 295-299).
    SAGE Publications.
    86. Vargo S and Lusch R (2004) Evolving to a new dominant logic for
    marketing. Journal of Marketing 68(1): 1–17.
    87. Vargo, Stephen L. and Robert F. Lusch (2004), “Evolving to a New
    Dominant Logic for Marketing,” Journal of Marketing, 68 (1), 1-17
    88. Valade-Amland, Steinar & Pernille Grønbech Palsbro. (2008) Designs rolle
    som løftestang. Danske Designere.
    89. Verplank, W., Fulton, J., Black, A., & Moggridge, B. (1993). Observation and
    invention: The use of scenarios in interaction design. CHI Tutorial.
    90. V. Zeithaml, M. J. Bitner, and D. Gremler. (2006) Services Marketing:
    Integrating Customer Focus Across the Firm, 4th edition Pp. 267-276.
    Boston, MA: McGraw-Hill.
    91. Williams, C., and J. Buswell. (2003)Service quality in leisure and tourism.
    Oxfordshire, UK: CABI.
    92. Zeithaml, V. A., and M. J. Bitner. (2000) Services marketing. New York:
    McGraw-Hill.
    93. Zeithaml, V. A., and M. J. Bitner. 1996. Services marketing. 1st edition. New
    York: McGraw-Hill.
    94. Zehrer A (2009) Service experience and service design: concepts and
    application in tourism SMEs. Managing Service Quality 19(3): 332–
    349.
    95. Zomerdijk L.G. & Voss C.A. (2010) Service Design for Experience-Centric
    Services. Journal of Service Research 13(1): Pp.67–82.

    中文部份

    1. Alex Osborn. (1957)。應用想像力( Applied Imagination.)。(邵一杌譯)
    台北市:協志工業。(原作1953年出版)
    2. Buzan, T., & Buzan, B.(1997)。心智繪圖思想整合利器。(羅玲妃譯)。台北:
    一智出版社。(原著1993年出版)
    3. Bill Moggridge(2008)。設計關鍵報告-改變過去影響未來的互動設計法
    則(Designing Interactions)。P.210-p.217。(許玉鈴譯)。台北:
    城邦文化。
    4. B. Joseph Pine Ⅱ & James H. Gilmore. (2003)。體驗經濟時代(The
    Experience Economy)p.38-p.49。(夏業良、魯煒譯)。台北市:經
    濟新潮社。(原作1999年出版)
    5. Curt Cloninger. (2008)。好設計,一看就知道(How-Wiring Your Creative
    Process: Strategies For Print And New Media Designers)p.25(吳宗
    璘譯)。台北市:創意市集。(原作2007年出版)
    6. Daniel H. Pink.(2006)。未來在等待的人才(A Whole New Mind)p.85-
    p.103(查修傑譯)。台北市:大塊文化。(原作2005年出版)
    7. Dale Carnegie.(2004)。卡內基溝通與人際關係(How to win friends &
    influence people )(詹麗茹譯)。台北市:龍齡。
    (原作1937年出版)
    8. Dev Patnaik & Peter Mortensen.(2010)。誰說商業直覺是天生的(Wired
    to Care: How Companies Prosper When They Create Widespread
    Empathy)p.4.(蔣希敏譯)。台北市:大是文化。
    9. Donald C. Gause & Gerald M. Weinberg. (2007)。從需求到設計:如何設計出
    客戶想要的產品(Exploring Requirements: Quality Before Design)
    p.182.(褚耐安譯)。台北市:經濟新潮社。(原作1989年出版)
    10. Donald A. Norman. (2005) 。情感設計(Emotional Design: Why We Love(Or
    Hate) Everyday Things)(翁鵲嵐、鄭玉屏、張志傑譯)。台北市:
    田園城市文化。(原作2004年出版)
    11. Edward de Bono(2009)。在沒有問題裡找問題。(Edward de Bono’s
    Thinking Course)p.42(吳春諭譯)。台北市:臉譜。(原作1982
    年出版)
    12. James H. Gilmore & B. Joseph Pine Ⅱ. (2008)。體驗真實:滿足顧客的真正
    渴望(Authenticity: What Consumers Really)。(邱如美譯)。台北
    市:天下雜誌。
    13. Jan Carlzon(1994)。關鍵時刻(Moment Of Truth)顧客導向的經營策略。
    (李田樹譯)。台北市:長河。
    14. Jeffrey F. Rayport & Bernard J. Jaworski. (2008)。超完美服務員:人與機器
    共創下一波競爭優勢(Best Face Forward: Why Companies Must
    Improve Their Service Interfaces with Customers)p.79-p.98。(李振
    昌譯)。台北市:天下遠見。(原作2005年出版)
    15. Keith Sawyer.(2007)。團體的天才:引爆協同創作的力量(Group
    Genius: The Creative Power of Collaboration)。(邱如美譯)。台北
    市:天下雜誌。
    16. Michael Schrage.(2003)。認真玩創新(Serious Play: How the World’s
    Best Companies Simulate to Innovate)。(徐子超譯)。台北市:遠
    流。(原作2000年出版)
    17. Norman, D. A. (2011)。好設計不簡單 (Living with Complexity, Sandra
    Dijkstra Literary Agency, Inc. )p.165.(卓耀宗譯)。台北市:遠流。
    (原作2010年出版)
    18. Pamela N. Danziger. (2007)。M型社會新奢華行銷學:征服消費者的11堂
    必修課(Let Them Eat Cake: Marketing Luxury to the Masses-As Well
    as the Classes)p.156(馬志工譯)。台北市:臉譜。
    19. Parker, S., & Heapy, J. (2006). The journey to the interface. London: Demos.
    20. Robert K. Yin(2001)。個案研究法。(尚榮安譯)台北市:弘智文化。
    21. 潘淑滿(2003)。質性研究:理論與應用。台北市:心理出版社。
    22. Roger Martin.(2011)。設計思考就是這麼回事(The Design of Business:
    Why Design Thinking Is The Next Competitive Advantage)(李仰淳、
    林麗冠譯)。台北市:天下遠見。(原作2009年出版)
    23. Scott D. Anthony.(2008)。創新者的成長指南(The Innovator’s Guide
    to Growth: Putting Disruptive Innovation to Work)p.340(李芳齡
    譯)。台北市:天下雜誌。(原作2008年出版)
    24. Steven Johnson. (2011)。創意從何而來(Where Good Ideas Come Form)
    p.133-p.134(劉燕芬譯)。台北市:大塊文化。
    25. Tim Brown. (2010)。設計思考改造世界(Change by Design: How Design
    Thinking Transforms Organizations and Inspires Innovation)p.87.(吳
    莉君譯)。台北市:聯經。(原作2009年出版)
    26. Tom Kelley & Jonathan Littman.(2008)。決定未來的十種人(The Ten
    Faces of Innovation)。(林茂昌譯)。台北市:大塊文化。
    27. Tony Davila, Marc J. Epstein & Robert Shelton. (2006)。創新地圖
    (Making Innovation Work)p.159.(李瑞芬譯)。台北市:台灣培生
    教育。(原作2005年出版)
    28. W. Lawrence Neuman. (2002)。當代社會研究法:質化與量化途徑(Social
    Research Methods: Qualitaative and Quantitative Approaches.)
    p.753-754.(王佳煌、潘中道、郭俊賢與黃瑋瑩譯)。台北市:學富文化。(原著2000出版)
    29. William C. Taylor & Polly LaBarre. (2008)。發明未來的企業(Mavericks at
    work)p.143-p.162(林茂昌譯)。台北:大塊文化。(原作2006年出版)
    30. William Lidwell & Kritina Holden & Jill Butler. (2008)。設計的法則
    (Universal Principles of Design)p.158.(呂亨英譯)。台北市:原
    點。(原作2003年出版)
    31. 大口二郎(2010)。經營者與設計的對話:寫給經營者與管理人的設計創
    新思維。(許乃云譯)。台北市:博碩文化。(原作2009年出版)
    32. 日本建築學會(1988)。設計方法 (王錦堂譯)。台北:茂榮。(原作 1972年出版)
    33. 李安石(2005)。你能懂得孫子兵法。台北市:商周。
    34. 財團法人資訊工業策進會(2008)。服務體驗工程方法指引。台北市:經
    濟部技術處。
    35. 余德彰、林文綺與王介丘(2001)。劇本導引-資訊時代產品與服務設計新
    法。台北市:田園城市文化。
    36. 林金定、嚴嘉楓、陳美花(2005)。質性研究方法:訪談模式與實施步驟
    分析。身心障礙研究,3(2)。
    37. 孫希有(2011)。服務型社會的來臨。(頁6)。
    臺北:高等教育文化事業有限公司。
    38. 奧出直人。(2006)為什麼你的公司生產不出Ipod-設計思考才是關鍵。
    p.163-p.167(賴惠鈴譯)。 台北市:漫遊者文化。(原作2006年出版)
    39. 梁又照(2010)。設計思考改造世界-IDEO成功關鍵。台北:聯經出版事
    業股份有限公司。(頁29)
    40. 楊錦洲(2002)。服務業品質管理。台北:中華民國品質學會。
    41. 葉至誠(2000)。社會科學概論。臺北:揚智文化。
    42. 劉祥亞(2011)。用想像力制定規則:來自芬蘭的諾基亞NOKIA傳奇
    (205-219頁)。新北市:好優文化。
    43. 劉江彬、黃俊英(2009)。跨領域的爆發力:國際高階人才培訓十年有成。
    台北市:財團法人磐安智慧財產教育基金會。
    蕭瑞麟(2011)。讓脈絡思考創新:喚醒設計思維的三個原點。
    台北市:天下遠見。
    44. 鄧成連(2010)。觸動服務接觸點。裝飾藝術設計月刊。2010 年第 6 期。
    北京:裝飾雜誌。
    45. 蘇照彬 (1994)。Scenario在人機互動中之理論與應用:以互動電視節目表
    的發展與評估為例。 國立交通大學傳播所碩士論文。

    網路部份

    1. Bill Hollins. (2007). Service Design. http://frwrd.net/thoughts/wp-
    content/uploads/2007/10/service_design_by_bill_hollins.pdf
    瀏覽日期 2012.12.09
    2. DYSON, http://www.dyson.tw/aboutdyson.aspx瀏覽日期 2012.11.25
    3. Harvard Business Review。瀏覽日期 2012.11.26
    http://blogs.hbr.org/ideacast/2008/05/harvard-business-ideacast-92-t.html
    4. Jim Spohrer & Stephen K. Kwan. (2008). Service Science, Management,
    Engineering, and Design (SSMED): Outline & References.
    http://www.cob.sjsu.edu/ssme/ssmed.pdf瀏覽日期 2012.12.25
    5. Leigh Howells. An experience with user personas
    [Web blog message]. Retrieved from http://boagworld.com/usability/an- experience-with-site-personas/瀏覽日期 2012.12.28
    6. Organisation for Economic Co-operation and Development
    http://www.oecd.org/ 瀏覽日期 2012.11.25
    7. Porter, M. E. (1990). The Competitive Advantage of Nations. New York.
    Stanford University Institute of Design瀏覽日期 2012.11.25
    http://dschool.stanford.edu/
    8. Vargo, S. L., & Lusch, R. F. (2008a). Service-dominant logic: Continuing the
    evolution. Journal of the Academy of Marketing Science, 36(1), 1-10.
    http://www.scenariolab.com.tw/zh/瀏覽日期 2013.02.25
    9. 大紀元時報(2006)。大前研一:創新產業才能在第四波經濟勝出。
    瀏覽日期 2012.11.25http://www.epochtimes.com/b5/6/4/26/n1299388.htm。
    10. 經濟部:創新。樂活電子報十月份。
    瀏覽日期 2012.10.17。http://gcis.nat.gov.tw/ebook/book-cont-201210.html。
    11. 經濟部工業局。台灣產業結構優化-三業四化行動計劃。
    瀏覽日期 2012.11.28。
    http://www.moeaidb.gov.tw/external/ctlr?PRO=policy.PolicyView&id=2007。
    12. 經濟部產業發展諮詢委員會。服務業發展藍圖。
    瀏覽日期 2012.11.29 http://idac.tier.org.tw/DFiles/20120313100518.pdf

    下載圖示
    QR CODE