Week

Content

Note

1

Course Introduction

Ø          曠文琪、彭琳(2006)，服務科學將推動下一波經濟浪潮？，商業周刊電子報，2009年9月7日取自於http://www.businessweekly.com.tw/webarticle.php?id=23954

Ø          林俊叡、李佩芬、蔡家玲  (2007)，認識服務科學，Intelligent times，2009年9月7日取自於http://www.itmag.org.tw/magazine/article_single_470.htm#

Ø          王曉雯(2007)，「服務科學」企業營運新顯學，天下雜誌， 370期，2009年9月7日取自於http://www.cw.com.tw/article/index.jsp?id=33110

Ø          大紀元(2007年6月20日)，服務創新專題，2009年9月7日取自於http://news.epochtimes.com.tw/7/6/20/58454.htm

Ø          行政院經濟建設委員會(2008年12月17日)，我國積極推動服務科學，2009年9月7日取自於http://www.cepd.gov.tw/m1.aspx?sNo=0010998

2

The role of service in contemporary economic

·        Fitzsimmons & fitzsimmons (Chapter 1)

What is service? The difference between service and product

·        Fitzsimmons & fitzsimmons (Chapter 2)

·        Service Experience Engineering

電子化服務個案選定

3

Service system and service science

·        Jim Spohrer, Paul P. Maglio, John Bailey, Daniel Gruhl, "Steps Toward a Science of Service Systems," Computer, vol. 40,  no. 1,  pp. 71-77,  Jan.,  2007

·        Maglio, P.; Spohrer, J. (2008): “Fundamentals of service science”, Journal of the Academic Marketing Science, 2008, pp.18-20. 

·        林玉惠、萬鐘汶、陸大榮(2009)，製造業轉型為服務導向企業之研究：以服務科學的觀點，科技管理學刊，14卷2期，p59-p96

·        吳信宏(2009)，服務科學的最近發展，品質月刊，45卷3期，p29-p32

·        許明德(2008)，服務科學，科學發展，424期，p68-p72

電子化服務體驗口頭報告

4

The provider and receiver of service - Value co-creation

·        Co-production, Bettencourt, L. A., A. L. Ostrom, et al. (2002). "Client Co-Production in Knowledge-Intensive Business Services." California Management Review 44(4): 100-128.

·        Service value chain – TBA

·        Co-creation – TBA

電子化服務體驗口頭報告

5

Service Design – Approaches

·        Service Experience Engineering - TBA

·        Discovering value and modeling behavior of customer – TBA

電子化服務體驗口頭報告

電子化服務體驗書面報告

6

Service Design – Practice

Fitzsimmons & fitzsimmons (Chapter 4&5)

期末報告討論

7

Service Design – Theories

·        Association for Information Systems

http://ais.affiniscape.com/displaycommon.cfm?an=1&subarticlenbr=279

·        ChangingMinds.org

Http://changingminds.org/explanations/theories/theories.htm

·        Customer behavior

Lovelock and Wirtz (Cahtper 2 )

期末報告討論

8

Service Design – Theories (activity theory)

·        Beaudry, Anne and Carillo, Kevin D. (2006) "The Customer-Centered B2C Literature through the Lens of Activity Theory: A Review and Research Agenda," Communications of the Association for Information Systems: Vol. 17, Article 21.

·        Activity Theory as a potential framework for human-computer interaction research, Context and Consciousness: Activity theory and Human Computer Interaction, Cambridge: MIT Press, 1995, pp. 17-44.

期末報告討論

繳交期末報告摘要一頁

9

Service Innovation

·        Maglio, P. P., Srinivasan, S., Kreulen, J. T., Spohrer, J. (2006). Service systems, service scientists, SSME, and innovation. Communications of the ACM, 49, 81-85.

·        Moon, Y., & Quelch, J. (2007). Case 4 Starbucks: Delivering Customer Service. In C. H. Lovelock, & J. Wirtz (Eds.), Service marketing: People, technology and strategy (6th ed., pp. 498-510). Upper Saddle River, N.J.: Pearson/Prentice Hall.

10

Midterm

電子化服務個案設計

11

Service Oriented Architecture

·        Pugsley, A “Assessing your SOA Program, ” HP Worldwide SOA Service Program

·        http://www-304.ibm.com/jct09002c/university/scholars/skills/soa/

電子化服務個案設計

12

Service Management Issues

·        Lovelock & Wirtz (Chapter 8)

·        Lovelock & Wirtz (Chapter 11)

電子化服務個案設計

13

Service Delivery, Management, and Support

·        Lovelock & Wirtz (Chapter 4)

·        Fitzsimmons & fitzsimmons (Chapter 9)

個案評論

14

Service Qualtiy

·        Fitzsimmons & fitzsimmons (Chapter 7)

·        Kettinger, WJ and Lee, CC “Exploring a gap model of information services quality”, Information Resources Management Journal, 8(3), 1995, 5-16. 

個案評論

期末報告內容大網三頁

15

The Evaluation of Service Quality

·        Aladwani, A. M. and Palvia, P. C. "Developing and Validating an Instrument for Measuring User-Perceived Web Quality," Information and Management, vol. 39, no. 6, 2002, pp.467-476.

·        Harmon, E. Hensel, S. C. & Lukes, T. E. (2006) Measuring performance in services, The McKinsey Quartelry, 2006/1, 31-39.

個案評論

16

Service Quality Improvement

·        Lovelock & Wirtz (Chapter 14)

·        Sureshchandar, G. S., Rajendran, Chandrasekharan, and R. N. Anantharaman. "A Conceptual model for total quality management in service organizations." Total Quality Management 12, no. 3 (May 2001): 343-363.

個案評論

17

Service Engineering

·        Tien, J. M. & Berg, D. (2003). A case for service systems engineering. Journal of Systems Science and Systems Engineering, 12, 13 – 38.

·        T. Margaria and B. Steffen. Service engineering: Linking business and it. IEEE Computer, issue for the 60th anniversary of the Computer Society, pages 53–63, October 2006.

個案評論

18

Final

Industry Oriented Issues

·        e-Healthcare

·        e-Government

·        Web 2.0 and e-publication

·        Service economics and intelligent property

·        服務體驗報告

o   請於第二週選定服務體驗內容

o   請於第五週繳交兩頁服務體驗書面報告

·        電子化服務設計報告

o   請於第六週上課前選定題目(可以服務體驗相同對象)

o   請於第十二週繳交三頁電子化服務設計書面報告

·        期末報告

o   期末報告約5000字，題目於第六週上課前選定。

o   請於第八週上課繳交「一頁」摘要，概述所欲進行之研究(列舉2~5個參考文獻)

o   請於第十四週繳交「三頁」報告，包含大網與部份容(列舉10個以上文獻)

o   請於期末考日繳交完整報告(12點字，1.5倍行距)