| URN | etd-0723112-112503 | Statistics | This thesis had been viewed 527 times. Download 0 times. |
| Author | Ring-jie Chen | ||
| Author's Email Address | No Public. | ||
| Department | Institute of Industrial Management | ||
| Year | 2011 | Semester | 2 |
| Degree | Master | Type of Document | Master's Thesis |
| Language | zh-TW.Big5 Chinese | Page Count | 101 |
| Title | The study of innouative service management in convenience stores | ||
| Keyword | |||
| Abstract | With the movement of globalization, Taiwanese domestic manufacturing industry has largely uprooted to foreign countries. Therefore, since the 1970s, service industry has consisted more than fifty percent of domestic industrial structure, with an increase to more than seventy percent currently. Due to the gradual growth of the service industry, as well as the relatively higher percentage of which than manufacturing industry among developed countries, the importance of developing innovative service management is crucial for the economic growth of Taiwan. Innovative service management changes the original model of service industry- it brings customer satisfactions; it creates values; and it advances corporate competitiveness. Innovative service management is a new area of the service industry in the era of rapid societal and economic changes. Thus, it is essential to maintain innovations that satisfy the demands of the market to bring corporations financial advantages. In this thesis, the author discussed modern service industrial model and the current status of market development. through literature review and case study, in order to understand the direction of service industry progress. Particularly, to understand the service performance of convenience stores, this current study constructed the Evaluation Model of Innovative Service Management and Performance Index, and applied the model and index in surveys and in-depth interviews with external customers of convenience stores, as well as with the internal expert of this research project. In addition, the internal expert of this current project compared and contrasted both the evaluation of the innovative service management model and service excellence code of conduct. The author found that both the evaluation and the code provide complimentary beneficial effects for each other. |
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| Files | indicate not accessible | ||
| Date of Defense | 2012-06-26 | Date of Submission | 2012-07-24 |