SSEM  >> Vol. 6 No. 2 (March 2017)

    The Innovative Design Framework of Service Engineering—Using Financial Smart Service Design as Example

  • 全文下载: PDF(1032KB) HTML   XML   PP.98-105   DOI: 10.12677/SSEM.2017.62013  
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李 智:国立中山大学,台湾 高雄;国际商业机器公司(IBM),台湾 台北

服务工程服务设计金融科技智能投顾Service Engineering Service Design FinTech Robo-Advisory



During the booming of Internet-of-Things fast development, many innovative applications are emerging than ever. Inevitably these new technology-driven service industries are eroding the traditional financial service market. Therefore, how to retain the existing customers through a better intimacy mechanism plays the key role of business continuous growth. The Smart Helpdesk is one of the FinTech significant initiatives, and especially many advanced advisory services, deriving from smart helpdesk have been aggressively brought out to explore the potential niche market. The industrial robot technology pushes forward these advisory services more applicably, in various human forms for better customer intimacy. This paper applies the Service Science methodology, exploring the Robo-Advisory required technologies, from the business strategy perspective at the beginning, analyzing the requirements of the Smart Helpdesk to improve the current mechanism, and provides a new way of customer experience in using the mobile commerce. The customers can either input the texts or use voices to inquire the information. Not only will this ease the customer’s anxiety while in the waiting queue, but also will enhance the service quality and speed up the turnover rate of the helpdesk. The contribution of this paper, presenting the Service Design and Realization Dual Rings and the Innovation Realization Process with theory supported, integrating the theories of Service Design and Practicalism, is to elaborate the novel prototype design framework to the practitioners to reach the service design consensus—mitigat- ing the gap of FinTech—among the stakeholders with various perspectives and to give the related topics for future potential research to the academicians as well.

李智. 创新服务工程设计框架—以智能金融客户服务设计为例[J]. 服务科学和管理, 2017, 6(2): 98-105.


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