SERVICE ENGINEERING: AN INTERDISCIPLINARY FRAMEWORK

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题名:	SERVICE ENGINEERING: AN INTERDISCIPLINARY FRAMEWORK
作者:	Wu,LC;Wu,LH
贡献者:	企業管理學系
关键词:	CRITICAL INCIDENT TECHNIQUE;FUNCTION DEPLOYMENT QFD;OPERATIONS MANAGEMENT;INFORMATION REQUIREMENTS;CONSUMER PERCEPTIONS;DOMINANT LOGIC;CALL CENTERS;QUALITY;DESIGN;TECHNOLOGY
日期:	2010
上传时间:	2012-03-27 19:03:30 (UTC+8)
出版者:	國立中央大學
摘要:	The concept of service Science, Management, and Engineering (SSME) is an emerging interdisciplinary approach that combines fundamental management, and engineering theories. The objective is to help organizations improve their competiveness in a rapidly changing business environment by exploring the true requirements of their customers, and setting up an effective service process with the support of IT. Despite the significance of SSME, few studies have attempted to develop a methodology to guide and implement SSME research. To address this research gap, we discuss the interdisciplinary nature of the SSME approach. We review related literature and theories, and explore the tools used in various fields relevant to SSME. Then, we propose a systematic three-phase framework for SSME research. Our interdisciplinary review and the proposed framework are designed to help researchers and practitioners utilize available SSME tools and theories. We believe the framework will enable researchers and practitioners to implement their respective SSME processes more effectively and efficiently.
關聯:	JOURNAL OF COMPUTER INFORMATION SYSTEMS
显示于类别:	[企業管理學系] 期刊論文

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