數位服務時代的品質探討：服務 4.0 與建立顧客夥伴關係之探討

Service Quality in Digitalized Service Age The Implication of Service 4.0 and Its Impact upon Building Sustainable Customer Partnership

面對工業4.0的創新要求與全球化挑戰，台灣的服務產業必須不斷進行創新與轉型，方能讓整個產業發展練得到平衡發展，故本研究推導出服務4.0的觀念性架構，希望此一整合得服務品質模型，能夠提供服務業者的參考，並進一步作為實驗創新教學，能提供技職教育轉型與產業人才培育新模式參考。本研究藉此討論服務品質之重要性，並且因應全球化之挑戰，對服務品質在服務4.0的架構思維下，提出更新的命題，並借助於民營化後之公營服務事業案例，提出增進其基層且與民眾感受息息相關的櫃台服務品質提升激勵制度。

In the wake of manufacturing industry 4.0, it is necessary for service industry to continue its innovations and transformation so that the whole economy could get a balanced growth and integrated development. So in this research, we have proposed an integrated framework of Service 4.0. We hope this framework will provide the service industry with a useful starting point to upgrade its Service Quality (short as SQ). This paper discusses the importance of SQ in the wake of globalization of service industry. We use the case of a privatized public service to analyze how a properly designed incentive point system could enhance SQ. The result and its implementation will be duly discussed.