國立高雄大學圖資館 |

探討7-ELEVEn服務創新之績效 = Exploration of 7-ELEVEn's Service Innovation Performance : 結合QFD和DEA; A combination of QFD and DEA

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	Exploration of 7-ELEVEn's Service Innovation Performance
副題名:	結合QFD和DEA
作者:	蔡尚霖,
其他團體作者:	國立高雄大學
出版地:	[高雄市]
出版者:	撰者;
出版年:	2012[民101]
面頁冊數:	124面圖，表格 : 30公分;
標題:	服務創新
標題:	Service Innovation
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/18735690984607063585
附註:	106年10月31日公開
附註:	參考書目：面78-83
附註:	附錄：Formal Questionnaire in Chinese Version…等6種
其他題名:	結合QFD和DEA
摘要註:	便利商店在台灣人的生活中扮演很重要的角色，而且和民眾相互依存。由於連鎖型便利商店的經營方式，具有眾多營業據點、多元化服務及24 小時營業，不僅提供給消費者時間、距離及服務上的便利，更不斷的推陳出新，來滿足消費者多樣化的需求。便利商店從國外引進到現在，已三十多年，其不僅成為國人日常生活中不可缺少的一環，也是台灣各鄉鎮之現代化的指標。在本研究裡，利用QFD轉換顧客需求和7-ELEVEn服務創新項目，最後，結合QFD和DEA，去建構滿足顧客需求的服務創新項目之企業最適配置。研究結果指出，經由QFD跑出的結果前四項重要的服務創新項目為代收費用、City cafe、24H營業和鮮食，而DEA衡量出的前四名相對效率較佳的為冷凍食品、代收費用、WIFI和City cafe。其中，只有代收費用和City cafe是重要度高又效率佳的服務創新項目。 Convenience stores in Taiwan play an important role in people's life and have been indispensable to all of us. The business model, multiple locations, diversity of services and 24-hour business hours provided by them satisfy consumers in time-saving and expenses-cutting-down. Since the introduction of convenience stores in Taiwan, it has been more than 30 years. They become not only one important part in our daily life but also a landmark of modernization for cities and counties in Taiwan. In this study, the quantitative analysis of the questionnaires was conducted the difference between importance and satisfaction of customers. Then, the Quality Function Deployment (QFD) is applied to transfer the customer requirements of service innovation items of the 7-ELEVEn. And through the DEA, it will compute the relative importance of each service innovation items. Finally, to combine QFD and Data Envelopment Analysis (DEA) to construct a model of service innovation items to provide enterprise optimizing resource adjustments and satisfying customer needs simultaneously. The results show bill collection service, City cafe, 24 hour operation, and fresh food are top four important service innovation items by QFD, however, using DEA to measure the relative efficiencies of service innovation items, the top four efficient service innovation items are in order of frozen products, bill collection service, WIFI, and City cafe. Among these, only bill collection service and City cafe are not only important but also efficient.

探討7-ELEVEn服務創新之績效 = Exploration of 7-ELEVEn's Service Innovation Performance : 結合QFD和DEA; A combination of QFD and DEA
蔡, 尚霖

探討7-ELEVEn服務創新之績效 = Exploration of 7-ELEVEn's Service Innovation Performance : 結合QFD和DEA / 蔡尚霖撰 - [高雄市] : 撰者, 2012[民101]. - 124面 ; 圖，表格 ; 30公分.
106年10月31日公開參考書目：面78-83附錄：Formal Questionnaire in Chinese Version…等6種.
服務創新Service Innovation

探討7-ELEVEn服務創新之績效 = Exploration of 7-ELEVEn's Service Innovation Performance : 結合QFD和DEA; A combination of QFD and DEA
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