應用模糊測度與能力集合於網路咖啡店之服務集合擴展設計

Applying Fuzzy Measures and Competence Sets to Design the Expansion Process of the Service Set for Cybercafes

本研究以能力集合理論為基礎，使用模糊測度及模糊積分建構出一套適合於服務業之服務集合動態擴展策略。在服務集合擴展策略的發展過程，首先，透過調查訪問獲得消費者對於理想之特定服務業的服務項目，並且同時考量業者之預算條件，將理想的服務集合發展成一套有效擴展的程序。如此不僅可滿足消費者之需求，並可創造業者投入特定服務業時的競爭優勢，此有效服務擴展策略提供給即將投入這個產業的業者作參考。為驗證本方法之適用性與可行性，本研究以市場競爭激烈之網路咖啡店為例，說明服務發展策略。

Based on the competence set theory, we use fuzzy measures and fuzzy integrals to design the dynamic expansion process of a firm’s service set in service industry. More precisely, this research is undertaken to study the competence sets of a specific firm and consumers through questionnaire design, face-to-face interviews, as well as some technical analysis of fuzzy measure theory. Three sets are addressed, including consumers’ truly needed service set, existing service set, and the firm’s specific service set. Next, we discuss some critical issues relevant to the effective expansion process of service sets. Techniques and methods to generate appropriate expansion processes are also proposed to help a firm to effectively achieve the needed service set. An empirical study on cybercafes in Taipei City is conducted to show the applicability of the proposed method.