科技始終來自人性：智慧科技於運動健身業之應用

Technology always comes from humanity: Application of intelligent technology in fitness industry

緒論：在以人為本的運動健身業商業模式中，強調精準服務、智慧服務與客製服務三個目標，因此人工智慧、無人櫃臺、自動化、穿戴式科技、物聯網和大數據分析等智慧科技被廣泛地導入在運動健身業中。研究首先歸納智慧科技於服務業應用近十年的研究現況及關注主題；再以顧客管理觀點，探討運動健身業導入智慧科技的適用性，以及科技與人性間的平衡及反思。方法：分為兩部分進行，先以系統性文獻回顧法蒐集近十年與智慧科技在服務業中應用的國際期刊。再以多重個案研究法探討運動健身業經營者對於智慧科技提供服務之知覺與顧客科技接受程度考量。結果：研究初步收錄723篇文獻期刊論文，最後以56篇期刊論文進行分析，研究者以年份、產業、智慧科技應用、理論、研究方法作為文獻基本資料的分析架構，將文獻歸類為顧客管理、營運管理、人力資源管理三大類主題進行回顧與評析。根據系統性文獻回顧結果發現，顧客管理主題普遍最受學者關注，因此接著多重個案研究法，以七間智慧科技運動相關組織單位為個案，針對經營者進行訪談，了解實務現況，並以三角檢核法、同儕檢核與參與者檢核呈現研究之信實度。結論：近十年服務業智慧科技文獻，主題多以顧客出發，探討接受科技的變項最受學者關注，其次為營運及人力資源相關主題；健身服務業重視人與人互動及客製化服務，因此在智慧時代下除了掌握影響顧客對於科技的接受度，更須重視人性面需求，取得科技與服務溫度的平衡。

Introduction: In the people-oriented fitness industry, intelligent technology such as artificial intelligence, automated service counters, wearable technology and big data analysis, has been widely introduced. This study first examined research on the application of intelligent technology in the service industry, and explored the research themes that was published in the past ten years. Second, from the perspective of customer management, we examined the applicability of intelligent technology in the sports and fitness industry and the balance between technology and humanity. Methods: First, we performed a systematic literature review method to search and collect international journal articles related to the application of intelligent technology in the service industry that were published in the past 10 years. Second, we used the multicase study method to explore the perceptions of technology from technology-related companies and operators of sport centers. Results: The research initially included 723 journal articles, and after deletion, 56 journal articles were analyzed. We used years, industries, technology applications, theories and research methods as the basic analysis framework. The included literature themes could be classified into three categories: customer management, operation management, and human resource management. Moreover, it was found that the customer management theme was the most popular. Therefore, the multicase study conducted interviews with seven operators in the sports industry with semistructured interviews, and triangulation and peer inspection were performed to check the reliability of the study. Conclusion: In the past ten years, the literature about the application of intelligent technology in the service industry was mostly based on customers. Discussion of the technology acceptance level, followed by operation management and human resource-related topics, has attracted the attention of scholars, followed by the operation management and human resources related topics. The sports and fitness industry emphasizes the interaction and communication among people. In addition to understand the influence factor for technology acceptance, it is necessary to pay attention to the needs of human nature and achieve a balance between technology and humanity.