根據市場調查結果，智能家居市場營業額將會大幅增長，其中智能家電將會是主流，由於手機是控制家電的主要平台，手機製造商在智能家電中扮演重要角色，三大手機製造商龍頭皆投入智能家居領域，但在智能家電的開發甚少。本研究以Apple Inc的立場發展智能家電的服務創新，使用服務體驗工程法來發展以客戶為中心的智能冰箱服務創新，也利用美國卡內基美隆大學所提出的CMMI-SCV定義後台及系統的管理角色。本研究發現多數潛在客戶對於智能冰箱所提供的功能很有興趣，為使功能完善發揮，需與有議價能力的大賣場合作，最後也需要規劃未來如何更新硬體以及提供持續販售的服務。

According to the result of market survey, smart home revenue will rapidly grow in the near future. Additionally, smart appliance will be mainstream among them. Owing to smartphone is the major platform to control smart appliance, smartphone manufacturer plays an important role in this field. The three leading smartphone manufacturers invested in the field of smart home, but still developed less on smart appliance. This study chose Apple Inc as standpoint to develop service innovation for smart appliance. Service experience engineering method is used in this study to develop customer-centric service innovation for smart refrigerator. CMMI-SCV, proposed by Carnegie Mellon University, defined the managerial role of service contact person and system. This study found that most potential customers were interested in the proposed functions of smart refrigerator. In order to run those functions smoothly, it must cooperate with the wholesale that has better bargaining power. The last is to plan the method to update the hardware and the services to earn money year by year.

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