Service Design of Fusion Bookstore Using Service Experience Engineering – An Example of Eslite
| Autor: | Diego Jaime Alberto Rodriguez Ramirez, 羅雅哥 |
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| Rok vydání: | 2016 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 104 Bookstores represent for ages a culture of knowledge, dream, and relaxation in the cities. However, many new information predominant the business world. With the increased online bookstores, plenty of physical bookstores have closed. Luckily, the bookstore business is in period of development, adapting its services to the clients’ needs. The customers’ expectations today are not the same as before, and a lot of changes have achieved in order to compete with the new systems of sale. It seems that the bookstores’ business still has opportunity, and that on the contrary, bookstores business will be getting extensive on the market. In this study, we explore the business Fusion Bookstore Eslite to improve its existing services, and adopt the service design methodology to analyze the business case. Presented by IBM research, the service science is the study of co-creation, which collaborates to develop service systems. Service Experience Engineering (SEE) is one of service design tools and can develop an essential service design for this case study: we mainly apply SEE methodology to analyze and design the service innovation for bookstores’ business to create an innovative business proposal for the future which can compete with future threats like Amazon physical bookstore. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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