Service science is about integration, optimization and sustainability, involving discovery, innovation and application of best practices. One develops its distinctive advantage accompanied with quick response capability can competently integrate and exercise the knowledge as well as the customer resources to achieve the competitive advantage from opponents (Penrose, 1959; Teece, 1982; Wernerfelt, 1984). Furthermore, computing and IT provides a particularly strong support for a shift toward service by supplying information and tools to facilitate communication and build customer relationships (Rust & Chung, 2006).
Therefore, this research intends to examine the issues integrating branding, channel and customer service together to further enhance customer-centric service with IT-based platform. First of all, strengthen the channel management and adjustment system to increase the sales amount and speed the market layout, whereas strive for more license and delegation opportunities of international well-known brands to enlarge the brand categories of the company and enrich the customers’ selections. In addition, develop new product line to extend to the different customer groups for promoting the consuming frequencies and attracting the new customers.
Afterwards, validate the proposed method feasibility: (1) KPI comparison between the prior and latter results for examining the tangible performance. (2) Interview and the questionnaires’ results for realizing the intangible performance. For the further improvement, enhance the capability of Business Intelligence (BI) enabling system through the simulation of the critical factors. For the academic, it implies the importance of integrated concept in the supply chain that take the customer’s perspective in consider. For the company, this research provides a good way for the industry to move forward in the future.

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