根據台灣財政部財稅資料統計，管理顧問業2011年營業額已達1,508億，營利事業家數達到 8,538家，顯見企業對管理顧問的需求量。然而，企業在決定尋求管理顧問的協助時，從顧問業者的接觸、篩選、合約的簽訂、進行到結束，整個服務體驗期間，都有影響其行為意向之關鍵。良好的服務設計能提供理想的服務體驗，共創服務供需雙方之價值。本研究以體驗週期出發，運用質化訪談法，訪談曾經接觸並接受過顧問業者輔導的連鎖業管理者以及提供服務的顧問業者，研究目的在找出管理顧問業之服務設計關鍵。
研究結果發現，管理顧問業者欲吸引企業顧客接觸，首先要迎合客戶的目光，業者必須憑藉輔導實績和人脈口碑；如果客戶已經注意到顧問業者了，業者就必須有一套方式來加強客戶的好感，特別是提案與需求的契合度、專業的顧問師與以及與其它業者的差異；當客戶和業者簽約後，業者需著重在績效的確保以及附加價值的提供，讓客戶感到物超所值；當客戶感受到價值時，則易取得信任，提升客戶後續擴展與延續服務的意願，最後，若業者能建立理想的合作績效與合作關係，則能提高客戶的推薦意願。

In the light of the fiscal statistics by Ministry of Finance, R.O.C., the revenue of managerial consulting industry in 2011 arrived 150.8 billion, composed of 8,538 private enterprises. It is evident of strong demands in consulting services. Nevertheless, for the consulting there were key steps affecting business intentions through the dealing cycle of service experience from contacting consultancy, screening consultancy, signing contracts, and processing and ending services. Better service design may induce superior service experience, and co-create values for parties from supply- and demand-side. This study adopted the experience cycle perspective and conducted qualitative interviews with managers of chain industry who received services from consultancy. Consequently, the keys of service design of the consulting industry were identified.
The results showed that to attract the perspective buyer, reputation and words-of-mouth were essential. Once the perspective buyer was attracted, consultant needed to have a method to enhance the goodwill of customers, especially a proposal meeting customer’s demand, the professionalism of consultants, and the differentiation with rivals. After the contracting, the consultancy shall focus on performance assurance and value adding in order to make customers bang for the buck. Thus it was easy to gain trust and extend customer’s willingness of follow-up services. Finally, to gain customer’s recommendation, it heavily relied on the experiences attributed to the performance as well as relation building through the collaboration.

中文文獻
97年經濟部中小企業處出版之「中小企業發展政策之議題研究分析子計畫一：我國管理顧問產業輔導模式之研究」，台北：經濟部。
Prahalad, C., & Ramaswamy, V. (2004)，「消費者王朝：與顧客共創價值」，顧淑馨譯，台北：天下雜誌。
Gerald M. Weinberg(1985)，「顧問成功的秘密」，曾昭屏譯，台北：經濟新潮社。
Gray, Douglas A.(1995)，「21世紀創業新寵－顧問業實務」，羅會芬譯，台北：台北國際商學出版社。
Philip Kotler、Hermawan Kartajaya、Iwan Setiawan(2011)，「行銷3.0：與消費者心靈共鳴」，顏和正譯，台北：天下雜誌。
Schmitt,H.B.(2004)，「顧客經驗管理」，顧淑馨譯，台北：中國產力中心。
Smith, S. and Wheeler, J.(2003)，「創造顧客感動的品牌管理：把顧客變成忠誠的擁戴者」，郭菀玲譯，台北：哈佛企管。
中華民國經濟部網站，「公司行號營業項目代碼表檢索系統」I103060，http://gcis.nat.gov.tw
文崇一、楊國樞(2000)，「訪問調查法：社會及行為科學研究法下冊」，台北：東華
方文良(2011)，「顧客經驗、價值共創、組織能耐對服務創新影響之研究」，世新大學企業管理研究所，碩士論文，台北。
 
行政院主計處網站，「中華民國行業標準分類」第九次修訂http://www.stat.gov.tw
洪雅琪(2011)，「服務品質與顧客滿意度關鍵指標之研究-以管理顧問業為例」，明新科技大學工業工程與管理研究所，碩士論文，新竹。
洪誌遠(2003)，「專業服務業影響客戶關係意向之相關因素研究-以管理顧問業為例」，國立台北大學企業管理學系，碩士論文，台北。
張筱貞(1995)，「台灣企管顧問業經營特質與國際化之研究」，國立台灣大學企業管理學系，碩士論文，台北。
陳智德(2002)，「管理顧問業服務品質、顧客滿意度與顧客忠誠度研究」，國立成功大學管理學院高階管理碩士在職專班，碩士論文，台南。
楊振甫、黃則佳(2011)，「打開服務設計的秘密」，台北：財團法人台灣創意設計中心。
楊燕枝、吳思華(2005)，「文化創意產業的價值創造形塑之初探」，行銷評論，第2 卷，第3 期，頁313-338。
經濟部中小企業處(2010)，「99年管理顧問產業供需調查與研究報報告」，台北：經濟部。
經濟部中小企業處(2011)，「100年度管理顧問產業供需調查與研究報告」，台北：經濟部。
經濟辦商業司(2013)，「99-100年度管理顧問業經營活動報告」，台北：經濟部。
葉奇峰(2007)，「管理顧問業服務品質、服務價值、顧客滿意度與行為意向關係之研究」，國立台北大學企業管理學系，碩士論文，台北。
資策會(2002)，「MIC經濟部ITIS計畫」，台北：經濟部。
劉繼勇(2002)，「管理顧問方法」，翰峰諮詢。

英文文獻
Akaka, M. A., Vargo, S. L., & Lusch, R. F. (2010). A Service Perspective of Marketing, Operations, and Value Creation. Introduction to Service Engineering, 316-337.
Ballantyne, D., & Varey, R. J. (2006). Creating value-in-use through marketing interaction: the exchange logic of relating, communicating and knowing. Marketing theory, 6(3), 335-348.
Barcus, S. W., & Wilkinson, J. W. (1994). Handbook of management consulting services: McGraw-Hill , Inc. New York.
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: diagnosing favorable and unfavorable incidents. The Journal of Marketing, 54(1), 71-84.
Bitner, M. J., Faranda, W. T., Hubbert, A. R., & Zeithaml, V. A. (1997). Customer contributions and roles in service delivery. International Journal of Service Industry Management, 8(3), 193-205.
Bitner, M. J., Ostrom, A. L., & Morgan, F. N. (2008). Service blueprinting: a practical technique for service innovation. California Management Review, 50(3), 66-94.
Block, P. (1981). Flawless consulting: A guide to getting your expertise used: Pfeiffer.
Chesbrough, H. (2005). Toward a new science of services. Harvard Business Review, 83( 2), 43-44.
Dubberly, H., & Evenson, S. (2008). On modeling The experience cycle. interactions, 15(3), 11-15.
French, W. L., & Bell, C. (1999). Organization development: Behavioral science interventions for organization improvement: Prentice Hall (Upper Saddle River, NJ).
Gounaris, S. P., & Venetis, K. (2002). Trust in industrial service relationships: behavioral consequences, antecedents and the moderating effect of the duration of the relationship. Journal of Services Marketing, 16(7), 636-655.
Gremler, D. D. (2004). The critical incident technique in service research. Journal of Service Research, 7(1), 65-89.
Holmlid, S., & Evenson, S. (2006). Bringing design to services. Paper presented at the Service Sciences, Management and Engineering Summit: Education for the 21st century, 2006.
Holopainen, M. (2010). Exploring service design in the context of architecture. The Service Industries Journal, 30(4), 597-608.
Kristensson, P., Gustafsson, A., & Archer, T. (2004). Harnessing the creative potential among users*. Journal of Product Innovation Management, 21(1), 4-14.
Kubr, M. (1996). Management consulting: a guide to the profession: Intl Labour Organisation.
Lovlie, L., Downs, C., & Reason, B. (2008). Bottom‐line Experiences: Measuring the Value of Design in Service. Design Management Review, 19(1), 73-79.
Lichtenstein, D. R., Netemeyer, R. G., & Burton, S. (1990). Distinguishing coupon proneness from value consciousness: an acquisition-transaction utility theory perspective. The Journal of Marketing, 54-67.
Lippitt, G. L., & Lippitt, R. (1978). The consulting process in action: University Associates (La Jolla, Calif.).
Mager, B. (2004). Service design: A review: Koln Internat. School of Design.
Mager, B. (2008). Service design. In M. Erlhoff & T. Marshall (Eds.): Design dictionary: Perspectives on design terminology.
Mohanty, R. (1989). Managing Consultants. Canadian Banker, 96(5), 48-54.

Oliva, R., & Kallenberg, R. (2003). Managing the transition from products to services. International Journal of Service Industry Management, 14(2), 160-172.
Otto, J. E., & Ritchie, J. (1996). The service experience in tourism. Tourism Management, 17(3), 165-174.
Patricio, L., Fisk, R. P., & e Cunha, J. F. (2008). Designing Multi-Interface Service Experiences The Service Experience Blueprint. Journal of Service Research, 10(4), 318-334.
Porter, M. E. (1985). Competitive advantage: Creating and sustaining superior performance: Free Press New York.
Prahalad, C. K., & Ramaswamy, V. (2002). The co-creation connection. Strategy and Business, 50-61.
Prahalad, C. K., & Ramaswamy, V. (2004). Co-creation experiences: The next practice in value creation. Journal of interactive marketing, 18(3), 5-14.
Ramirez, R. (1999). Value Co-Production: Intellectual Origins and Implications for Practice and Research. Strategic Management Journal, 49-65.
Ronan, W. W., & Latham, G. P. (1974). The reliability and validity of the critical incident technique: A closer look. Studies in Personnel Psychology.
Sakao, T., Shimomura, Y., Sundin, E., & Comstock, M. (2009). Modeling design objects in CAD system for service/product engineering. Computer-Aided Design, 41(3), 197-213.
Schmitt, B. H. (2003). Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers: Wiley & Sons Inc.
Schneider, J., & Stickdorn, M. (2011). This is service design thinking: Amsterdam, The Netherlands: BIS Publishers.
Stabell, C. B., & Fjeldstad, O. D. (1998). Configuring value for competitive advantage: on chains, shops, and networks. Strategic Management Journal, 19(5), 413-437.
Stryker, S. C. (1982). Principles and practices of professional consulting: Consultant's Library
Tseng, M. M., Qinhai, M., & Su, C.-J. (1999). Mapping customers’ service experience for operations improvement. Business Process Management Journal, 5(1), 50-64.
Xie, L., Shen, W., & Zheng, Y. (2011). Examining the effect of service experiences on the attitude towards and intention on using self-service technology. Paper presented at the Computer Science and Service System (CSSS), 2011 International Conference on.
Yin, R. K. (2008). Case study research: Design and methods (Vol. 5). SAGE Publications, Incorporated.