The Driving Factors Of Service Innovation In Glasses Retail Industry
| Autor: | Tu.Su-Fang, 杜素芳 |
|---|---|
| Rok vydání: | 2012 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 100 The main purpose of this study applied service innovation viewpoint to construct the driving factors of service innovation in glass retail industry. First of all, this study used literature reviews (include glass retail industry, service, innovation, and service innovation) to extract five main dimensions and fifteen sub-dimensions for AHP hierarchical framework. Secondly, this study selected fourteen experienced professionals and applies analytic hierarchy process (AHP) to compare the important and priority order for main dimensions and sub-dimensions. Finally, the results of this study were as following: 1. Viewing all the dimensions of driving factor from service innovation hierarchical framework in glass retail industry, the most significant dimension was “service product failure” followed by “service provider failure”, “service delivery failure’, “service environment failure’, and “consumer direct complaint”. 2. Viewing all the sub-dimensions of driving factor from service innovation hierarchical framework in glass retail industry, the most significant dimension in “service delivery failure” was “execution ability of awaiting events”. 3. Viewing all the sub-dimensions of driving factor from service innovation hierarchical framework in glass retail industry, the most significant dimension in “service product failure” was “diverse service contexts”. 4. Viewing all the sub-dimensions of driving factor from service innovation hierarchical framework in glass retail industry, the most significant dimension in “service environment failure” was “service facilities’ appearance”. 5. Viewing all the sub-dimensions of driving factor from service innovation hierarchical framework in glass retail industry, the most significant dimension in “service provider failure” was “service enthusiasm”. 6. Viewing all the sub-dimensions of driving factor from service innovation hierarchical framework in glass retail industry, the most significant dimension in “consumer direct complaint” was “customers’ standpoint”. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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