A Study of the Technological Service Innovation Model In Catering Industry

• Main Authors: YANG, FUNG-CHU, 楊鳳珠
• Other Authors: TSAI, JUNG-FA
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/yrukqd

碩士 === 國立臺北科技大學 === 管理學院經營管理EMBA專班 === 107 === Food comes first for the people. In the Chinese world, color, smell, and taste are all equally important in culinary arts. This notion is more deeply rooted in the Chinese culture than in other cultures of the world. In today’s food culture, in addition to the color, smell, and taste of food, how to maintain and improve customer service quality and customer satisfaction is also emphasized, and using various service models and standardized operating procedures developed based on these two indices has become a common practice and goal in the food and beverage industry. This study investigated the technological service innovation model for the food and beverage industry. Based on a qualitative approach, this study used in-depth observation and expert interview to explore the technological service innovation models in the food and beverage industry and the case companies. The interview was based on the four dimensions of service innovation proposed by Hertog et al. (1998), including new service concept, new service delivery system, new client interface, and technological options. Data collected from observations and interviews were analyzed and summarized. In addition to activities that could lead to successful development of new services and products, this study also found innovation activities that could modify and improve the existing products, services, and the delivery system. Through further application of information technology and field knowledge of the industry, new forms of service innovation can be developed. The objectives of this study were: (1) to analyze and identify the characteristics of the service model of the food and beverage industry; (2) to find feasible approaches to successful technological service innovations through in-depth interview with store operators; (3) to summarize a technological service innovation model for the food and beverage industry and provide store operators with suggestions on business strategies.