在工時長且快節奏的生活模式下，許多零售企業為搶進商機，因應消費者需求，紛紛將資訊技術導入營運流程中，以降低成本並提高生產力，促使傳統實體商店朝無人商店轉型發展，然而，在不同環境、文化、習慣下，人們對無人商店的需求、資訊系統接受度與熟悉度也不盡相同。因此，本研究以臺灣現有之無人商店系統作為研究目標，以「服務設計」觀點，規劃符合顧客需求之服務流程，設計完整的商業模式，以提升顧客於無人商店之服務體驗，進而建立顧客對品牌的忠誠度。

本研究參考Design Council提出之雙鑽石服務設計流程(The Double Diamond Design Process)，將研究流程分為四大階段：第一階段「確立研究議題」，透過研究相關文獻，廣泛探討研究背景，釐清研究動機與目的，綜合性提出具體研究架構與探索議題; 第二階段「定義研究議題」，利用服務設計工具，收斂研究問題，找出關鍵服務缺口; 第三階段「設計建構」，統整關鍵服務缺口，建構概念原型，列出評估指標; 第四階段「實行評估」，藉由不同評估指標，評測各子系統，並且透過深度訪談，評估、分析本研究研製之無人商店推薦系統整體服務流程。

研究結果發現，臺灣現有無人商店系統有「身份識別系統操作步驟過於繁瑣」、「多個階段需進行會員驗證，相同步驟重複操作多次」、「會員商品折扣與優惠券，未依照個人消費行為推薦」、「會員系統功能過於單一」、「商品售罄時未能即時補貨」、「店內環境髒亂時未能即時清潔整理」六項關鍵服務缺口，透過本研究設計之無人商店服務流程，研製無人商店推薦系統，通過評估指標指出，在人臉辨識系統與推薦系統上，皆有良好的表現，此外，消費者對整體服務流程的滿意度大幅提升，藉此證明，本研究通過服務設計觀點，設計之無人商店推薦系統，有助於提升消費者於無人商店之體驗價值。

In an increasingly digital era, shoppers naturally gravitate towards faster and more convenient shopping experiences. Retailers seek to tailor to these audiences by incorporating technology into their production assembly line to streamline the checkout process. Specifically, unmanned stores stood out as a promising candidate for the new retail experience. However, there are high variations in the acceptance rate of unmanned stores among different population of ages, demographics, and cultures. In this study, the purpose is to focus on optimizing the unmanned convenience store experience in Taiwan through the viewpoints of service design.
Inspired by Design Council’s Double Diamond Design Process, this study was divided into four main phases. In the first phase, related works were surveyed to help determine a specific direction for this study. During the second phase, the potential flaws of current unmanned convenience store design was carefully analyzed. The discovered issues by service design tool was then tackled. In the third phase, according to the design principles, the user interface was created with selection criteria. In the past phase, the proposed service design system was evaluated by monitoring the objective metrics of the design model. The pros and cons were analyzed through carefully conducted interviews with the target audience.
The generated results showed that there were 6 main service gaps in the current design of unmanned stores in Taiwan, i.e., process of design is redundant, product discounts and coupons for members, not recommended according to personal consumption behavior, the function of system is too single, failure to restock items immediately when they are sold out, failed to clean up immediately. Based on the proposed service flow of this study, the facial recognition and recommendation system of this unmanned convenience store revealed high users satisfaction. The value pertinent to user experience of shopping in the unmanned convenience store can also be enhanced.

中文文獻
1. 吳冠穎(2019)。點數經濟生態系用戶推薦與管理機制探討。國立政治大學企業管理研究所。
2. 嚴立(2019)。無人商店技術及應用之成熟度研究。企業管理研究所(MBA學位學程)碩士論文：國立政治大學。
3. Preece, J., Rogers, Y., & Sharp, H. (2006). 互動設計: 跨越人-電腦互動（譯自：Interaction Design Beyond Human-computer interaction）。 陳建雄 (譯)：全華科技圖書股份有限公司。

英文文獻
1. Adomavicius, G., & Tuzhilin, A. (2005). Toward the next generation of recommender systems: A survey of the state-of-the-art and possible extensions. IEEE transactions on knowledge and data engineering, 17(6), 734-749.
2. American Marketing Association. (1960). Marketing Definitions: A Glossary of Marketing Terms: Committee on Definitions of the American Marketing Association.
3. Azeem, M., Haleem, A., & Javaid, M. (2021). Symbiotic relationship between machine learning and Industry 4.0: A review. Journal of Industrial Integration and Management, 2130002.
4. Babbie, E. R. (2020). The practice of social research: Cengage learning.
5. Bobadilla, J., Ortega, F., Hernando, A., & Gutiérrez, A. (2013). Recommender systems survey. Knowledge-based systems, 46, 109-132.
6. Brown, T. (2009). Change by Design: How Design Thinking Transforms Organizations and Inspires Innovation: HarperCollins.
7. Bruce, M., & Morris, B. (1994). Managing external design professionals in the product development process. Technovation, 14(9), 585-599.
8. Burns, R. B. (1997). Introduction to research methods. South Melbourne [N.S.W.]: Addison Wesley Longman.
9. Carman, J. M., & Langeard, E. (1980). Growth strategies for service firms. Strategic Management Journal, 1(1), 7-22.
10. Cooper, A. (1999). The inmates are running the asylum. In Software-Ergonomie’99 (pp. 17-17): Springer.
11. Cowell, D. W. (1988). New service development. Journal of Marketing Management, 3(3), 296-312.
12. Dam, R., & Siang, T. (2017). Define and frame your design challenge by creating your point of view and ask “How Might We”. URL Httpswww Interact.-Des. Orgliteraturearticledefine–Frame-Your-Des.-Challengeby-Creat.-Your-Point–View–Ask–Might-We.
13. Deming, W. E. (2018). Out of the Crisis, reissue: MIT press.
14. Demir, K. A., Döven, G., & Sezen, B. (2019). Industry 5.0 and human-robot co-working. Procedia computer science, 158, 688-695.
15. Denuwara, N., Maijala, J., & Hakovirta, M. (2021). The impact of unmanned stores' business models on sustainability. SN Business & Economics, 1(10), 1-27.
16. Desing Council. (2007). Eleven lessons: managing design in eleven global brands. A study of the design process. Design Council, London, Desk research report.
17. Dwivedi, A., Johnson, L. W., Wilkie, D. C., & De Araujo-Gil, L. (2018). Consumer emotional brand attachment with social media brands and social media brand equity. European Journal of Marketing.
18. Engel, J. F., Blackwell, R. D., & Miniard, P. W. (1986). Consumer behavior: Dryden Press.
19. European Commission Directorate-General for Research Innovation. (2021). Industry 5.0 : human-centric, sustainable and resilient: Publications Office.
20. Fowler, M., & Highsmith, J. (2001). The agile manifesto. Software development, 9(8), 28-35.
21. Frishammar, J., & Floren, H. (2001). Achieving success in the Fuzzy Front End Phase of Innovation. InnovationManagement. se.
22. Gregory, J. (2015). The Internet of Things: revolutionizing the retail industry. Accenture Strategy, 1-8.
23. Grewal, D., Roggeveen, A. L., & Nordfält, J. (2017). The Future of Retailing. Journal of retailing, 93(1), 1-6. doi:https://doi.org/10.1016/j.jretai.2016.12.008
24. Guha, A., Grewal, D., Kopalle, P. K., Haenlein, M., Schneider, M. J., Jung, H., . . . Hawkins, G. (2021). How artificial intelligence will affect the future of retailing. Journal of retailing, 97(1), 28-41.
25. Hanington, B., & Martin, B. (2019). Universal methods of design expanded and revised: 125 Ways to research complex problems, develop innovative ideas, and design effective solutions: Rockport publishers.
26. Herstatt, C., & Verworn, B. (2004). The ‘fuzzy front end’of innovation. In Bringing technology and innovation into the boardroom (pp. 347-372): Springer.
27. Howard, J. A., & Sheth, J. N. (1969). The theory of buyer behavior. New York, 63, 145.
28. ISO. (2008). ISO/IEC Guide 76:2008(en) Development of service standards — Recommendations for addressing consumer issues. In (Vol. ISO/IEC Guide 76:2008(en)): Iternational Sandard Organization.
29. ISO. (2015). ISO 9000:2015(en)
30. Quality management systems — Fundamentals and vocabulary. In (Vol. ISO 9000:2015(en)): International Organization Standardization (ISO).
31. Jackson, M. C. (2016). Systems thinking: Creative holism for managers: John Wiley & Sons, Inc.
32. Javaid, M., Haleem, A., Singh, R. P., & Suman, R. (2022). Artificial intelligence applications for industry 4.0: A literature-based study. Journal of Industrial Integration and Management, 7(01), 83-111.
33. Jongerius, P., Offermans, A., Vanhoucke, A., Sanwikarja, P., & van Geel, J. (2013). Get Agile! Scrum for UX, design & development: BIS Publishers.
34. Kotler, P. (1999). Marketing management: The millennium edition (Vol. 199): Prentice Hall Upper Saddle River, NJ.
35. Kumar, R. (2018). Research methodology: A step-by-step guide for beginners: Sage.
36. Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of marketing, 80(6), 69-96.
37. Lo, C.-H., & Wang, Y.-W. (2019). Constructing an evaluation model for user experience in an unmanned store. Sustainability, 11(18), 4965.
38. Logesh, R., Subramaniyaswamy, V., Malathi, D., Sivaramakrishnan, N., & Vijayakumar, V. (2020). Enhancing recommendation stability of collaborative filtering recommender system through bio-inspired clustering ensemble method. Neural Computing and Applications, 32(7), 2141-2164.
39. Lunenfeld, P. (2003). Design research: Methods and perspectives: MIT press.
40. Maddikunta, P. K. R., Pham, Q.-V., Prabadevi, B., Deepa, N., Dev, K., Gadekallu, T. R., Liyanage, M. (2022). Industry 5.0: A survey on enabling technologies and potential applications. Journal of Industrial Information Integration, 26, 100257.
41. Mager, B. (2008). Service design. In Wörterbuch Design (pp. 361-364): Springer.
42. Mager, B. (2009). Service design as an emerging field. Designing services with innovative methods, 1, 27-43.
43. Mendelow, A. L. (1981). Environmental Scanning--The Impact of the Stakeholder Concept.
44. Mikulincer, M., & Shaver, P. R. (2007). Boosting attachment security to promote mental health, prosocial values, and inter-group tolerance. Psychological inquiry, 18(3), 139-156.
45. Monette, D. R., Sullivan, T. J., & DeJong, C. R. (2013). Applied social research: A tool for the human services: Cengage Learning.
46. Morelli, N. (2006). Developing new product service systems (PSS): methodologies and operational tools. Journal of cleaner production, 14(17), 1495-1501.
47. Musante, K., & DeWalt, B. R. (2010). Participant observation: A guide for fieldworkers: Rowman Altamira.
48. Nahavandi, S. (2019). Industry 5.0—A human-centric solution. Sustainability, 11(16), 4371.
49. Neslin, S. A., Grewal, D., Leghorn, R., Shankar, V., Teerling, M. L., Thomas, J. S., & Verhoef, P. C. (2006). Challenges and opportunities in multichannel customer management. Journal of service research, 9(2), 95-112.
50. Norman, D. A. (1988). The psychology of everyday things: Basic books.
51. Norman, D. A. (2009). THE WAY I SEE IT Systems thinking: a product is more than the product. Interactions, 16(5), 52-54.
52. Norman, D. A., & Draper, S. W. (1986). User centered system design: New perspectives on human-computer interaction.
53. Onkvisit, S., & Shaw, J. J. (1991). MARKETING THEORIES, MODELS AND GENERAL ISSUES: Is Services Marketing" Really" Different? Journal of Professional Services Marketing, 7(2), 3-17.
54. Paget, M. A. (1983). Experience and knowledge. Human studies, 67-90.
55. Park, C. W., MacInnis, D. J., Priester, J., Eisingerich, A. B., & Iacobucci, D. (2010). Brand attachment and brand attitude strength: Conceptual and empirical differentiation of two critical brand equity drivers. Journal of marketing, 74(6), 1-17.
56. Park, H. J., & Zhang, Y. (2022). Technology readiness and technology paradox of unmanned convenience store users. Journal of Retailing and Consumer Services, 65, 102523.
57. Pedeliento, G., Andreini, D., Bergamaschi, M., & Salo, J. (2016). Brand and product attachment in an industrial context: The effects on brand loyalty. Industrial Marketing Management, 53, 194-206.
58. Pine, B. J., 2nd, & Gilmore, J. H. (1998). Welcome to the experience economy. Harv Bus Rev, 76(4), 97-105.
59. Pine, B. J., & Gilmore, J. H. (1998). The experience economy: Harvard Business Press.
60. Porter, M. E. (2011). Competitive advantage of nations: creating and sustaining superior performance: simon and schuster.
61. Pruitt, J., & Adlin, T. (2010). The persona lifecycle: keeping people in mind throughout product design: Elsevier.
62. Puccinelli, N. M., Goodstein, R. C., Grewal, D., Price, R., Raghubir, P., & Stewart, D. (2009). Customer experience management in retailing: understanding the buying process. Journal of retailing, 85(1), 15-30.
63. Qiu, L., & Benbasat, I. (2009). Evaluating anthropomorphic product recommendation agents: A social relationship perspective to designing information systems. Journal of management information systems, 25(4), 145-182.
64. Rathmell, J. M. (1966). What is meant by services? Journal of marketing, 30(4), 32-36.
65. Regan, W. J. (1963). The service revolution. Journal of marketing, 27(3), 57-62.
66. Renko, S., & Druzijanic, M. (2014). Perceived usefulness of innovative technology in retailing: Consumers׳ and retailers׳ point of view. Journal of Retailing and Consumer Services, 21(5), 836-843.
67. Rhea, D. (2003). Bringing Clarity to the “Fuzzy Front End”. A predictable process for Innovation. Laurel, B.(toim.) Design Research methods and perspectives. In: MIT Press, Cambridge, MA.
68. Richardson, A. (2010). Using customer journey maps to improve customer experience. Harvard business review, 15(1), 2-5.
69. Roggeveen, A. L., & Sethuraman, R. (2020). How the COVID-19 pandemic may change the world of retailing. Journal of retailing, 96(2), 169.
70. Sasser, W. E. (1976). Match Supply and Demand in Service Industries. Harvard business review. Retrieved from https://hbr.org/1976/11/match-supply-and-demand-in-service-industries
71. Seffah, A., Kolski, C., & Idoughi, D. (2009). Persona comme outil de design de services interactifs: principes et exemple en e-maintenance. Paper presented at the Proceedings of the 21st International Conference on Association Francophone d'Interaction Homme-Machine.
72. Shankar, V. (2018). How artificial intelligence (AI) is reshaping retailing. Journal of retailing, 94(4), vi-xi.
73. Shostack, G. L. (1977). Breaking free from product marketing. Journal of marketing, 41(2), 73-80.
74. Sorescu, A., Frambach, R. T., Singh, J., Rangaswamy, A., & Bridges, C. (2011). Innovations in retail business models. Journal of retailing, 87, S3-S16.
75. Spradley, J. P. (2016). Participant observation: Waveland Press.
76. Stickdorn, M., Schneider, J., Andrews, K., & Lawrence, A. (2011). This is service design thinking: Basics, tools, cases (Vol. 1): Wiley Hoboken, NJ.
77. Taylor, S. J., Bogdan, R., & DeVault, M. (2015). Introduction to qualitative research methods: A guidebook and resource: John Wiley & Sons.
78. Thompson, R. (2012). Stakeholder analysis. Mind Tools.
79. Thomson, M., MacInnis, D. J., & C. Whan, P. (2005). The ties that bind: Measuring the strength of consumers’ emotional attachments to brands. Journal of consumer psychology, 15(1), 77-91.
80. Wang, I., Liao, C.-W., Lin, K.-P., Wang, C.-H., & Tsai, C.-L. (2021). Evaluate the Consumer Acceptance of AIoT-Based Unmanned Convenience Stores Based on Perceived Risks and Technological Acceptance Models. Mathematical Problems in Engineering, 2021.
81. Warren, J., & Marz, N. (2015). Big Data: Principles and best practices of scalable realtime data systems: Simon and Schuster.
82. Wu, H.-C., Ai, C.-H., & Cheng, C.-C. (2019). Experiential quality, experiential psychological states and experiential outcomes in an unmanned convenience store. Journal of Retailing and Consumer Services, 51, 409-420.
83. Wyckham, R. G., Fitzroy, P. T., & Mandry, G. D. (1975). Marketing of services an evaluation of the theory. European Journal of Marketing.
84. Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1985). Problems and strategies in services marketing. Journal of marketing, 49(2), 33-46.

網路資源
1. 汐元(2016)。2016 阿里杭州雲棲大會馬雲演講全文：未來把握這五“新”則勝。2022/10/24檢自：https://www.ithome.com/0/264/333.htm?fbclid=IwAR3LItSY3ea_5fvxF95VYD6iPMpHPae3OITZCRS6skgfr7xJWPuoKeDeNM4
2. 劉世南(2021)。設計思考課程教材。2022/10/24檢自： https://www.hpa.gov.tw/File/Attach/13724/File_15939.pdf
3. David Court, Dave Elzinga, Susan Mulder, & Vetvik, O. J. (2009). The consumer decision journey. Retrieved from https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/the-consumer-decision-journey
4. Gibbons, S. (2017). Service Design 101. Retrieved from https://www.nngroup.com/articles/service-design-101/
5. Nessler, D. (2016). The design process and project management. Retrieved from https://www.dannessler.com/irp-case-study-building-bots-with-hinderling-volkart
6. Nessler, D. (2018). How to apply a design thinking, HCD, UX or any creative process from scratch — Revised & New Version. Retrieved from https://medium.com/user-experience-design-1/how-to-solve-problems-applying-a-uxdesign-designthinking-hcd-or-any-design-process-from-scratch-v2-aa16e2dd550b
7. University of Copenhagen. (2019). Double Diamond. Retrieved from https://innovationenglish.sites.ku.dk/model/double-diamond-2/
8. Zee(2020)。消費者是怎麼決定購買的？會員管理必學的 EKB 消費行為模式。2022/10/26檢自： https://ezorderly.com/blog/2020/06/30/audience-EKB/?fbclid=IwAR3-tNeFuhuK0zMW3HKT3CHjkz77XEzfF1qxKMZTnqaHfJtwisZfevpnZuQ