休閒餐廳服務創新模式之探討－－雲端科技之應用

Investigation of Service Innovation and Cloud Technology for Leisure Restaurants

本研究以雲端科技為主題探討休閒餐廳的服務創新流程。這是一個結合雲端科技與服務創新的趨勢研究探討。本研究採用質化文獻回顧法，探討以下主題：1）服務創新概念與發展；2）服務創新整合與應用;以及3）雲端科技的解決方案。研究結果顯示，雲端科技除了可以提供休閒餐廳業者一個低成本及快速的服務創新流程解決方案，也可以強化顧客關係及提升自我品牌差異化。對服務業者來說，雲端科技不僅是一個效能提升的服務創新方案，也是一個效率提升的經營操作模式，因為雲端科技的應用可以改變服務流程，提供顧客一個立即的資訊搜尋及問題諮詢的管道。對使用者來說，資訊取得相對的會更透明、更迅速及更方便。相信這個服務創新解決方案可以提升休閒餐廳服務業者與使用者之間的雙向溝通效益，達到一個互利的效果。

The purpose of this study is to discuss the process of service innovation for leisurerestaurants using cloud technology. This study incorporates two areas of service innovationtheory with cloud technology solution. The qualitative method with systematic reviewapproach was used to understand the topic based on the following subjects: the concept anddevelopment of service innovation; integration and application of service innovation; andcloud technology solution. The findings indicate that cloud technology solution is not onlyto provide a cost-effective solution with fast service process for leisure restaurants, but italso helps strengthen customer relationship and differentiate brand image from others. It isan efficient and effective service innovation solution that can enhance service process andbusiness operation as it provides a direct communication platform that allows customers toquickly get response from the service providers. It is believed that this cloud technologysolution is able to strengthen the relationship between leisure restaurants and customers,thus creating a mutual beneficial effect.