隨著未來的趨勢、科技的發展以及消費習慣的改變，針對傳統產業、空調產業市場導入智慧服務已是企業不可避免的結果。對售後服務來說，如何藉由智慧服務將原本被動的服務工作化為主動，並優化現有服務工作，讓消費者、內部作業流程、從業人員、管理者皆能受益，為本研究主要之目的。故本研究以個案研究的方式，並以DAIKIN大金空調售後服務為例，透過文獻探討以及訪談服務流程中的要角，包含訪問X世代、Y世代及Z世代之服務工程師及服務主管共12位、DAIKIN海外分公司主管共5位，以及DAIKIN經銷商共30間透過多方角色的訪談及資料分析後，了解現有服務流程中的缺陷，以及實務工作及消費者方面，確切需要的是什麼，並探討如何設計智慧服務以優化整體作業流程，最後以服務藍圖，規劃個案公司售後服務改進之方案。

There is an urged for the conventional (traditional) industries or air-conditioning industry after sales service to catch up with the future trend, including the advancement of technology, as well as the transformation of the consumer’s behavior up to date. Thus, the purpose of this study is to transform the air conditioning after sales service job, which genuinely known as passive work to proactive job through the implementation of smart service or technology. Meanwhile, to enhance the current operating procedure for after sale service. As a result, people of all aspect in this field, such as consumers, service engineers, administrators and executives could be benefit. The research paper adopted the method of case study. Through the designated interview process to carried out in-depth research in DAIKIN brand after sales service, which is one of most iconic air-conditioning company in the globe. In order to find out the imperfection of the current service process and to enhance it according to what field engineers and consumers need, the participants in this research were 12 field/service engineers from X, Y and Z generation respectively, 5 executives from DAIKIN affiliates in ASEAN and Oceania region, and 30 DAIKIN brand dealers. At last, to present the proposed concept of the service enhancement and the smart service or technology implementation in air-conditioning after sales service process by service blueprint.

李若愚、吳中信、張震元(2007), 影響消費者線上購物行為之研究, 工商管理學刊 vol. 2, no. 1, page 27-44
和泰興業官方網站：https://www.hotaidev.com.tw/web/
申宇辰(2019)，企業如何面對Y世代與Z世代, 經濟部工業局產業人才發展資訊網, https://reurl.cc/OXQLE9
林育正(2017), 超高智慧建築人流管理進化之研究 – 以台北101訪客系統為例, 台
灣科技大學管理研究所EMBA碩士在職專班碩士學位論文
林錫金(2013)，服務藍圖（Service Blueprint）管理知識中心
https://mymkc.com/article/content/21446
高立翰(2019), 企業資源規劃簡介, 東吳大學課程講義, p1-37
經濟部統計處, 批發、零售及餐飲業統計調查　https://dmz26.moea.gov.tw/gmweb/investigate/InvestigateEA.aspx
梁定澎(1994)，決策資源系統的研究架, 中山大學資訊管理研究所, vol. 2, no. 1, p39-
53
陳浩正(2020)， Z世代的厭世感與迷惘，青年職涯輔導資訊平臺， https://reurl.cc/pm84Md
黃素慧、葉誌崇、張美雲(2007)，企業資源規劃（ERP）系統績效衡量之實證研究, 第五屆全國實證經濟學論文研討會, p.3-20
黃清彥(2016), 以物聯網應用服務為基之銀髮族照護需求探索與商業模式, 台
灣科技大學管理研究所EMBA碩士在職專班碩士學位論文
葉誌崇、黃素慧、張美雲(2004)，企業資源規劃系統(ERP)效益之研究－探討軟體使
用一致性、供應商及產業因素的影響, 2004科技整合管理國際研討會, p837-858
曾倫崇、粘孝堉、徐憲宏、何嘉惠 (2004) 消費者行為學派的另一扇窗－網路消費行為理論, 遠東學報第二十一卷第四期, page 658-678
Al-Shamlan, H.M. and Al-Mudimigh, A.S. (2011) ‘The change management strategies and processes for successful ERP implementation’, International Journal of Computer Science Issues, Vol. 8, No. 2, page.399–407
Anna Thompson (2020), PANDEMIC CULTURE PART 3: ADAPTING LONG-TERM,　DHL Discover content team, https://reurl.cc/GdgLmA
Asplund, E., Björefeldt, P., & Rådberg, P. (2017) Sharing Economy: Funding and Motivational Factors across Industries, JÖNKÖPING University, Bachelor thesis in Business Administration
Bagozzi, R. & Warsaw, L. (1990) “Trying to Consumer” , Journal of Consumer Research 17, (2) pp. 127 – 140
Christian Coenen, Daniel von Felten and Mirjam Schmid (2011) Managing effectiveness and efficiency through FM blueprinting, Facilities Vol.29, No.9/10, pp422-436
Codagnone, Cristiano; Martens, Bertin(2016), Scoping the Sharing Economy: Origins, Definitions, Impact and Regulatory Issues p3-25
Coolingpost, (2019) Daikin works with smart device to improve service https://reurl.cc/GdgDpZ
Daniel Beverungen, Oliver Müller, Martin Matzner, Jan Mendling and Jan vom Brocke (2017) ‘Conceptualizing smart service systems’ Electron Markets 29, 7–18
Daikin Global : https://www.daikin.com/
Essa Adhabi (2017), Literature Review for the Type of Interview in Qualitative Research, International Journal of Education, 9(3):86
Nancy V. Wuenderlich, Kristina Heinonen, Amy L. Ostrom, Lia Patricio, Rui Sousa, Chris Voss, and Jos G.A.M. Lemmink (2015), “Futurizing” Smart Service: Implications for Service Researchers and Managers, Journal of Services Marketing, Vol. 29 Iss 6/7 pp. 442 – 447
G. Lynn Shostack, (1982) "How to Design a Service", European Journal of Marketing, Vol. 16 Issue: 1, pp.49-63
Kazancoglu, Y. and Burmaoglu, S. (2013) ‘ERP software selection with MCDM: application of TODIM method’, Int. J. of Business Information Systems, Vol. 13, No. 4, pp.435–452.
Pacheco-Comer, A. and Gonzalez-Castolo, J.C. (2012) ‘An empirical study in selecting enterprise resource planning systems: the relation between some of the variables involve on it. Size and investment’, Elsevier Procedia Technology, Vol. 3, pp.292–303.
Sertan Kabadayi, Faizan Ali, Hyeyoon Choi, Herm Joosten, Can Lu (2019), Smart service experience in hospitality and tourism services: A conceptualization and future research agenda, Journal of Service Management, Vol. 30 No. 3, pp. 326-348
Shree Ranjan, Vijay Kumar, JhaPralay Pal (2016) Literature review on ERP implementation challenges International Journal of Business Information Systems Vol.21, No.3, p388-399
TAWANNA R. DILLAHUNT, XINYI WANG , EARNEST WHEELER, BRENT HECHT, HAIYI ZHU, HAO FEI CHENG (2017), The Sharing Economy in Computing: A Systematic Literature Review, ACM Hum-Comput. Interact, Vol.1, No.2, Article 38.
Tetsushi Kajimoto, (2019) As Japan frets about dearth of AI talent, Daikin develops own program, OSAKA (Reuters), https://reurl.cc/zbOXYa
Tyagi, C. and Kumar, A. (2004) “Consumer Behaviour”, Atlantic Publishers, US
Mouzhi Ge, Hind Bangui, Barbora Buhnova (2018), Big Data for Internet of Things: A Survey, Future Generation Computer Systems 87