透過服務設計創新知識服務以支援學術研究活動

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研究生：	王希 Wang, Xi
論文名稱：	透過服務設計創新知識服務以支援學術研究活動 Service Design for Innovating Knowledge Service to Support Academic Research Activities
指導教授：	林福仁 Lin, Fu-Ren
口試委員:	徐茉莉 Galit Shmueli 雷松亞 Ray, Soumya
學位類別：	碩士 Master
系所名稱：	科技管理學院 - 服務科學研究所 Institute of Service Science
論文出版年：	2015
畢業學年度：	103
語文別：	英文
論文頁數：	69
中文關鍵詞：	知識管理、服務設計、雙鑽石理論、活動理論
相關次數：	點閱：3 下載：0
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查詢本校圖書館目錄查詢臺灣博碩士論文知識加值系統勘誤回報

目前教授與碩博士論文作為一個有價值的知識資源，為校園周邊的研究人員提供重要參考。隨著知識呈現的交換方式愈發豐富，本文以國立清華大學為場域，通過服務設計探討一種新的知識提供系統，以便合理開發和利用校園內軟硬體的信息與數據，並在現有條件的基礎上，優化校園知識管理。我們遵循雙鑽石理論，利用形象代言人、服務藍圖等工具進行服務設計。經過活動理論分析之後，做出符合顧客期待的系統原型，並再次運用活動理論進行測試，是否滿足顧客的需要。這項研究的目的在於提出一種新的知識創新方式，以幫助圖書館建立不同學術領域內教師，碩、博士研究生之間的知識網路，並期待為進一步的研究有指向作用。

Academic papers including Ph.D. dissertations and master theses are valuable knowledge resources, as an important reference of researchers in the campus. This article examines a new approach to measuring the service of how to reasonably explore and utilize such information and data, and optimize the knowledge management under existing conditions at the same time. We adopted the Double Diamond Model to guide the use of service design, such as persona and customer service blueprint, to generate service prototypes. Based on the Activity Theory analysis, a system prototype was established after finding out the expectations of users. This research aim to propose a new methodology to facilitate the library of National Tsing Hua University to set up complete links among faculty, PhD and master students majoring in different academic professions.

Table of Contents
Acknowledgements    iii
Abstract    vi
中文摘要    vii
Table of Contents    viii
Table of Tables    ix
Table of Figures    x
Chapter 1     Introduction    1
1.1    Research Background    1
1.2    Research Motivations    2
1.3    Research Objectives    2
Chapter 2    Literature review    5
2.1    Knowledge Creation    5
2.2    Knowledge Based Service    6
2.3    Service Innovation and Design    7
2.3.1    Service-Dominant Logic    7
2.3.2    Design definition and principles    8
2.3.3    Double Diamond Model    9
2.3.4    Service design tools    11
2.4    Activity Theory    14
Chapter 3    Research Methodology    17
3.1    Research Framework    17
3.2    Research Analysis    20
3.2.1    Transcription of interview    20
3.2.2    Interview results analysis    21
3.2.3    Investigator triangulation    22
Chapter 4    Service Design    24
4.1    Discovering Customers’ Needs    24
4.1.1    Identifying Customers    24
4.1.2    Subjects    25
4.1.3    Behavior analysis    25
4.2    Defining Customers’ Needs    28
4.3    Developing Prototyping Services    32
4.4    Creating and Testing Prototyping Services    36
4.4.1    Creating prototyping services    36
4.4.2    Value propositions    38
4.4.3    Testing prototyping services    39
Chapter 5    Evaluation and Discussion    42
5.1    Results Overview    42
5.2    Analyzing the Generated Prototypes    43
5.3    Reflection on Service Design Activities    50
5.4    Summary of Results    51
5.4.1    Research contribution    51
5.4.2    Managerial implications    52
Chapter 6    Limitations and Future work    54
Chapter 7    Conclusion    56
References    57
Appendix    62

Table of Tables
Table 2.1 Innovation based on knowledge service    7
Table 2.2 Distinguish the Logic of the Goods and Service-Centered Views (Vargo and Lusch, 2004)    8
Table 2.3 Principles of service design (Stickdorn and Schneider, 2010)    9
Table 3.1 Design workshop process    20
Table 3.2 Example of pain points    21
Table 4.1 Status of interviewees    25
Table 4.2 Interview details of subject 1 (portion)    26
Table 4.3 Pain points of subjects (portion)    27
Table 4.4 Co-creation workshop schedules    32
Table 4.5 Value propositions    39
Table 4.6 Testing results    40
Table 5.1 Contradiction compare    47

Table of Figures
Figure 2.1 Knowledge Spiral (Nonaka and Takeuchi, 1995)    5
Figure 2.2 Double Diamond Model (British Council, 2005)    10
Figure 2.3 Actors and central role of a persona    12
Figure 2.4 Challenges and approaches in scenario-based design (Carroll, 2000)    13
Figure 2.5 Components of the activity system (Engeström, 1987)    14
Figure 3.1 Research service design method    17
Figure 3.2 Activity theory model of subject 1    22
Figure 4.1 Grouping of interview information    28
Figure 4.2 Postgraduate from science background    29
Figure 4.3 Activity theory model of persona 1    29
Figure 4.4 Postgraduate from humanities background    30
Figure 4.5 Activity theory model of persona 2    30
Figure 4.6 Postgraduate from management background    31
Figure 4.7 Activity theory model of persona 3    31
Figure 4.8 Transformation matrix    33
Figure 4.9 Cool idea hunting session    34
Figure 4.10 Finishing the concept form    34
Figure 4.11 Presentation of the concepts    35
Figure 4.12 The scene of voting to identify interesting prototypes    35
Figure 4.13 Prototype of Persona 1    36
Figure 4.14 Prototype of Persona 2    37
Figure 4.15 Prototype of Persona 3    38
Figure 4.16 The scene of testing prototyping services    39
Figure 5.1 Activity theory model of the library    43
Figure 5.2 Service blueprint of CTS (human resources demand)    45
Figure 5.3 AT model of CTS    46
Figure 5.4 Activity Theory of Persona 2 and library    49
                                

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