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研究生： 余贏
Ying Yu
論文名稱： 智慧產品服務系統設計之知覺價值和評估 ——以智慧廚電為例
Perceived Value and Evaluation of Smart Product-Service Systems Design - Evidence from Smart Kitchen Appliances
指導教授： 宋同正
Tung-Jung Sung
口試委員: 吳志富
許言
陳建雄
唐玄輝
學位類別： 博士
Doctor
系所名稱： 設計學院 - 設計系
Department of Design
論文出版年： 2023
畢業學年度： 112
語文別： 中文
論文頁數： 124
中文關鍵詞： 知覺價值 、採用模型 、設計策略 、智慧產品服務系統 、智慧廚電
外文關鍵詞： Perceived Value, Adoption Model, Design Strategy, Smart PSS, Smart Kitchen Appliances
相關次數： 點閱：46  下載：6 
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    • 隨著智慧互連產品市場的出現，全球製造業價值主張的主流趨勢朝著智慧產品服務系統的方向積極發展。然而，以技術為中心的開發方法忽視了使用者的真實需求，造成了智慧產品服務系統在市場中的採用緩慢。如今，開發以使用者為中心的智慧產品服務系統已獲得廣泛認可，但是要獲悉使用者採用智慧產品和服務的障礙，並獲得設計的成功，須深入了解影響其體驗的知覺價值。以智慧廚電為例，本研究旨在從價值觀點探討智慧產品服務系統設計，具體目的有三：（1）藉由個案研究釐清智慧產品服務系統與使用者經驗之間的關係；（2）識別影響智慧產品服務系統體驗的價值因素，開發一個可供設計人員評估的知覺量表；（3）評估知覺價值對使用者行為意願的影響，建構智慧產品服務系統的採用模型。研究結果顯示，有用性、彈性、可靠性、費用以及技術性五個潛在變數和十九個觀察變數可作為有效的評估指標，其中有用性、彈性、費用以及技術性四個關鍵的價值因素對使用者的採用意願有著顯著影響，且採用意願中介了關鍵價值因素對實際使用的影響，主要發現如下：（1）宜將單個產品功能整合到智慧家居的整體系統性能當中，並以具有成本效益的設計策略刺激使用者採用；（2）增強智慧產品服務系統的跨設備協同服務能力，通過無縫的使用體驗將電子服務與使用者日常生活緊密聯繫在一起；（3）得以透過模組化的理念來實現具有情景自適應能力的設計解決方案，從而拉近智慧產品服務系統與使用情境之間的距離。綜上所述，這些發現從價值的視角揭示了使用者採用智慧產品與服務的動機與阻礙，此將有助於全新價值主張的合理配置與交付，為智慧產品服務系統的體驗設計與商業成功提供見解。

    The rise of a market for smart, connected products (SCPs) has facilitated a shift in the manufacturing value proposition towards smart product-service systems (smart PSS). However, the technology-centered approach ignores the users' demands, resulting in the slow adoption of smart PSS in the market. Although a user-centered approach for smart PSS design has been widely recognized, understanding the barriers that arise in smart product/service adoption and achieving a successful smart PSS design requires insights into the perceived values that affect the experience. Therefore, this study takes smart kitchen appliances as an example, and aims to discuss the smart PSS design from a value-based view, with three specific purposes: (1) clarify the relationship between the smart PSS and UX through a case study; (2) identify the perceived values that influence the design of smart PSS, and construct a perception scale; and (3) evaluate the impact of perceived value on users' intentions and behaviors, and model a value-based adoption theory. The findings show that the perceived value of smart PSS can be evaluated through five latent variables: usefulness, flexibility, reliability, fee, and technicality, along with 19 observable variables. Among these, the key value dimensions of usefulness, flexibility, fee, and technicality significantly impact adoption intentions, and adoption intentions mediate the influence of these key values on actual use. The main findings led to the following recommendations: (1) integrate the functionalities of individual products into the overall system performance of smart homes, and encourage user adoption through a cost-effective design strategy; (2) enhance the cross-device service capabilities for smart PSS, and connect e-services with users' daily lives through a seamless experience; and (3) achieve a self-adaptable design solution with context-awareness by a modular concept, bridging the gap between usage scenarios and smart PSS. In sum, these findings reveal users' motivations and barriers to adopting smart products/services from a value perspective, which will help in the reasonable formulation and delivery of value propositions for smart PSS, thereby providing insights into its experience design and business success.

    摘 要 I Abstract II 誌 謝 III 目 錄 IV 圖目錄 VII 表目錄 VIII 一、緒論 1 1.1 研究背景 1 1.1.1 全球製造業的服務化趨勢 1 1.1.2 數位浪潮下的服務創新 2 1.1.3 智慧產品服務系統面臨的市場挑戰 3 1.2 研究動機與目的 3 1.3 研究範圍與限制 5 1.4 研究章節安排 6 1.5 重要名詞解釋 7 二、文獻回顧 9 2.1 智慧產品服務系統 10 2.1.1 產品服務系統 10 2.1.2 傳統產品服務系統與智慧產品服務系統 11 2.1.3 智慧產品服務系統與智慧廚電 12 2.2 使用者經驗 15 2.2.1 使用者經驗的本質 15 2.2.2 智慧產品服務系統與使用者經驗的關係 16 2.3 知覺價值 19 2.3.1 智慧產品服務系統與知覺價值 19 2.3.2 智慧產品服務系統之知覺價值評估 20 2.3.3 透過知覺價值解釋採用 22 2.3.4 智慧產品服務系統的知覺價值構面 24 2.4 智慧廚電發展現況及案例 27 2.4.1 智慧廚電市場 27 2.4.2 智慧廚電相關案例 28 2.5 小結 34 三、研究方法 35 3.1 研究規劃與設計 36 3.1.1 個案研究 37 3.1.2 知覺價值的識別與評估量表開發 37 3.1.3 基於價值觀點的採用模型開發 38 3.2 概念模型與研究假設 39 3.2.1 知覺價值與採用意願 41 3.2.2 採用意願與實際使用 43 3.2.3 控制變數 44 3.3 研究變數衡量 44 四、個案與實證研究 47 4.1 個案研究：純米 47 4.1.1 面向使用者經驗的智慧產品服務系統設計 49 4.1.2 組織轉變與使用者經驗的策略性執行 50 4.1.3 小結 53 4.2 知覺價值識別與評估量表開發 54 4.2.1 探索性因素分析 55 4.2.2 驗證性因素分析 58 4.2.3 信效度分析 60 4.2.4 小結 62 4.3 基於價值觀點的採用模型開發 63 4.3.1 樣本特徵 63 4.3.2 無反應偏差 66 4.3.3 共方法偏差 67 4.3.4 量測模型 68 4.3.5 信效度檢定 69 4.3.6 研究假設與結構模型 71 4.3.7 小節 73 五、結果與討論 74 5.1 外部認知收益 75 5.2 內部情感收益 76 5.3 貨幣犧牲 77 5.4 非貨幣犧牲 78 5.5 間接效應與控制變數 79 六、結論 81 6.1 研究結論 82 6.2 研究貢獻 84 6.2.1 理論貢獻 84 6.2.2 實務貢獻 85 6.3 未來研究議程 86 6.3.1 拓展智慧產品服務系統的商業潛力 86 6.3.2 形塑智慧產品服務系統的人機共創機制 86 6.3.3 釋放智慧產品服務系統的永續新能力 87 參考文獻 88 附錄一 105 附錄二 109 附錄三 113 附錄四 117 附錄五 120

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