進入21世紀後的產業「差異化」已是眾所皆知，可以創造藍海市場的領導法則。企業的策略也由產品導向轉為顧客導向。因此在強調服務差異化的同時要如何使顧客獲得最大的滿意度與忠誠度，並且創造最大的顧客價值，長久已來它一直是企業追求的最大目標，也是企業競爭優勢的重要指標。因此對於如何開發新客戶與建立客戶忠誠度並創造最大之顧客價值，已是當今最熱門的議題。维修服務對中小生產工廠，在工資高漲壓力下，以及生產自動化與高效率要求下，一直是維繫運作不可或缺的後勤支援。設備之正常運作與否將影響到產品品質、產能與整個製造流程。因此，一般設備供應商之維修服務策略對於中小企業是為重要關鍵因素之一，因為對於維修服務策略之良窳常是他們對設備採購的依據。而對設備商而言它是創造顧客價值的核心能耐。有學者指出，取悅消費者的最佳方法是提供好產品和售後服務，良好的制度配合上資訊系統便可以兼顧客戶服務的完善性與效率，在顧客滿意的程度上終將顯示在企業的損益上。本論文將以設備供應商的角度透過以行銷思維為導向，建構一套可以創造高顧客價值的維修策略。透過文獻探討，對於過去學者主張之各種理論加以整理，以行銷的思維提供顧客除了技術術品質構面外另外一種常為維修者所忽略的功能品質構面。依此為核心深入探討整個維修服務，並以其對企業的顧客價值所產出的效益作剖析。本論文提出的維修策略將包括技術品質策略、功能品質策略、顧客期望滿足策略及顧客忠誠策略。它對企業的顧客價值所產生的影響是正向的。本研究經由實際案例，得出結論為完善的維修服務應包含技術品質與功能品質，一套優良的維修服務策略將創造出驚人的客戶價值。

People all know that 「Differentiation」can be a rule of leading on creation of blue ocean market in 21st century . The strategy of enterprise has been changed from production orientation to customer orientation. It is always been a final goal of enterprise and important symbol of competition advantage that how to make customers to obtain the greatest satisfaction and loyalty, and create high customer's value while putting emphasis on differentiation of service. It is already been nowadays hottest topic on how to find new customers and to establish customer loyalty, and create high customer's value. Maintenance always been a necessary support of logistics for any factory under the pressure of running high salary, production automation and high efficiency demand. Whether the equipment can be operated in normal condition or not, will influence the quality of the products, product efficiency and procedure. Thus, the maintenance service strategies of equipment’s supplier are one of the important key factors to the enterprise, because the quality of the maintenance strategies is always the factor of their concerning of decision for equipment purchase. And it is the core ability of creating customer's value for equipment venders, as the scholars point out, the best method to meet customer’s need is to offer the good products and after-sale service, and good system with information system can give consideration to both the perfection and efficiency of the customer service. It will show on the increases and decreases of enterprises at last about customer's satisfactory level. This thesis will use marketing orientation to construct a maintenance strategy which can create high customer value. Go through bibliography, I collected and discovered some theories from other scholars, and use marketing thinking to provide customers with technical quality and functional quality which has always been neglected by maintenance staff. Based on the function quality as the core to research the whole maintenance service thoroughly, and to analyze with its benefit of the output of customer value. This thesis contains the maintenance strategy which include technical quality strategy, functional quality strategy ,customer satisfaction strategy and customer expectation strategy. The influence will be affirmative for the customer value of enterprise. This research via case interview, draw a conclusion that the perfect maintenance service should include technological quality and functional quality, .A best maintenance service strategy will create surprising customer's value.

[1] 葉瑞徽/高國欽/ 張文亮，「固定失效率降低法下租賃設備之最佳預防保養策略—以韋伯分配為例」品質學報，Vol. 15, No.4(2008)
[2] 呂宜學，「工具機業售後服務管理資訊系統」，東海大學工業工程研究所碩士論文，民國八十七年。
[3] 顏明祥，「整合性顧客服務資訊系統之基礎架構-以工具機業例」，東海大學工業工程研究所碩士論文，民國八十八年。
[4] 曾憲雄等編著，2002，專家系統導論/工具/應用，文魁資訊股份公司，台北。
[5] 郭家齊，「整合資料探勘與案例式推論於機台故障診斷維護系統之研究」 雲林科技大學碩士論文，民國九十三年。
[6] 楊振興，「應用案例式推理建構機車維修管理係統」台北科技大學碩士論文。
[7] 沈孝思，「品牌形象、知覺品質、知覺價值、顧客滿意與再購買意願之研究」 成功大學 EMBA碩士論文。民國九十五年。
[8] 丁學勤 /林素吟、「功能品質、價值、滿意度及重購意圖的關係」國科會專題研究（NSC 89-2416-H-269-002-SSS）。(民94)
[9] 科特勒/費南多合著，陳琇玲譯，「水平行銷」，商周出版，2005年。
[10] 科特勒著/張正明譯 ，「行銷是什麼」商周出版
[11] 張淑昭,林文寶,「影響知覺服務品質與失驗的相關因素與品質績效關連性」中華管理學報研究論文。
[12] 黃同圳譯， Leslie W. Rue「人力資源管理」普林斯頓出版，2006年。
[13] 洪順慶著，「行銷管理」新陸書局出版，2005年。
[14] 楊宗泰/劉文良著，「顧客關係管理」 全華圖書出版，2008年。
[15] 洪順慶著，「從心行銷」天下雜誌出版，2002年。
[16] 徐世輝著，「全面品質管理」華泰文化出版，民國95年
[17] 陳星榮， 「工具機報怨處理」東海大學碩士論文。
[18] 劉益彰， 「企業知識管理系統-以工具機業維修服務系統為例」東海大學碩士論文
[19] 秋奕智，「影響顧客滿意與顧客忠誠之實證研究 －以台灣某一工具機廠及其國內顧客為例 」朝陽科技大學碩士論文，民國九十三年。
[20] 蔡一昌，「案例式設計知識管理系統建立 -以工具機設計為例」，逢甲大學碩士論文，民國九十七年。
[21] 李文棋，「應用類神經網路於故障診斷專家系統－以工具機業為例」東海大學工業工程研究所碩士論文，民國八十五年
[22] Aamodt, A. and Plaza, E., 1994, “Case-based Reasoning: Foundational Issues Methodological Variations, and System Approaches”, AI Communications, Vol.7,
[23] Beckman, T., "Implementing the Knowledge Organization in Government, Paper and Presentation ,10th National Conference on Federal Quality, 1997
[24] Gronroos, Christian (1984), “A Service Quality Model and its Marketing Implications,” European Journal of Marketing, 18 (4), 36-44.
[25] Gronroos, C., “Service Quality: The Six Criteria of Good Perceived Service Quality,” Review of Business, Vol. 9, pp. 10-13 (1988).
[26] Harris,D.B."Creating a knowledge centric information technology enviornment" ,15 September 1996
[27] Kotler, P. and G. Armstrong, Principles of Marketing, Prentice Hall,
[28] Kotler, P., Marketing Management: Analysis, Planning, Implementation and Control, 7thed, Prentice-Hall, pp186-253, 1996
[29] Kotler, P., Marketing Management : International Edition, Prentice Hall, pp27,
[30] Nonaka,I. and H.Takeuchi, "The Knowledge-Creating Company", Oxford University Press, 1995
[31] Parasuraman, A., Zeithaml, V. A. and Berry, L. L., “The Service-Quality Puzzle,” Business Horizons, Vol. 31, pp. 35-44 (1988).
[32] Parasuraman, A., Zeithaml, V. A. and Berry, L. L., “The Nature and Determinants of Customer Expectations of Service,” Journal of the Academy of Marketing Science, Vol. 21, pp. 1-12 (1993).
[33] Parasuraman, A., Zeithaml, V. A. and Berry, L. L., “A Conceptual Model of Service Quality and Its Implication for Future Research,” Journal of Marketing, Vol. 49, pp. 41-50 (1985).
[34] Riesbeck, C.K. and R.C. Schank, ” From Training to Teaching:Techniques forecast-Based ITS,” In Burns,H., Parlett, J.W., and Redfield, C.L.(Eds.), Intelligent Tutoring Systems: Education in Design, Hillsdale: pp.177-193, New Jersey, 1992.
[35] Sarvary, M., ”Knowledge Management and Competition in the Consulting Industry”, California Management Review, Vol.41, No.2,
[36] Schank, R. and R. Abelson, “Scripts, plans, goals and understanding,” Northvale, Erlbaum, NJ, 1997.
[37] Spek, R. van der, and A. Spijkervet, ” A Methodology for knowledge Management,” Tutorial Notes of The 3 rd World Congress on Expert Systems, Seoul, Korea, 1996.
[38] Spender, J.C., and Robert M. Grant, ” Knowledge and the firm:overview,” Strategic Management Journal, 17, pp.5-9, Winter 1996.
[39] Polanyi,Michael, "The Tacit Dimension" ,New York:M.E.Sharp Inc.,1967
[40] Wyner, G.A., “Customer Profitabillity: Linking Behavior to Economics”, Marketing Research, 8(2), 36-38, 1996
[41] Waston, I., 1999, “Case-Based Reasoning is a Methodology not a Technology”, Knowledge-Based Systems, Vol. 12, pp. 303-308.No. 1, pp. 39–59.
[42] Zeithaml, V. A., “Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence,” Journal of Marketing, Vol. 52, pp. 2-22 (1988).
[43] Zack, Michael H.,”Managing codified knowledge”, Sloan
Management Review, pp.45-57. Summer, 1999