| Summary: | 博士 === 國立政治大學 === 企業管理研究所 === 81 === Classification is the first step for research.
Normative suggestions cannot be provided unless meaningful
classification is available in service management. Meanwhile,
intangible output in service organizations usually is
transferred to customers through delicate service delivery
system. Therefore the primary task in service management
research is to devise efficacious, theoretical
classifications to govern inherent intangibility in service
management. Through literature review and field study, this
paper proposed three classifying dimensions for fashion
retailing, which were termed service cores consisting
of economic, social, and psychological benefits. Based on
these three dimensions, four types of retailing firms were
derived with clustering analysis. Between groups, better
performers were extracted to compare with each other, which
demonstrated the significance of differences between these
four retailing types. Within groups, multiple regression and
neural network analyses were employed to determine important
factors in service delivery system. Relevant suggestions and
discussions were given to conclude the findings.
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