展覽服務業在COVID-19疫情後的商業模式關鍵因子之研究

文化大學機構典藏 CCUR > 商學院 > 企業管理學系暨國際企業管理研究所 > 博碩士論文 > Item 987654321/53855

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題名:	展覽服務業在COVID-19疫情後的商業模式關鍵因子之研究 Business Model Key Factors of Exhibition Service Industry after the COVID-19 Pandemic
作者:	周梅娟 CHOU, MEI-CHUAN
貢獻者:	國際企業管理學系碩士在職專班
關鍵詞:	展覽服務業商業模式決策實驗分析網路層級分析法 exhibitionl service industry business model decision making trial and evaluation laboratory analytic network process
日期:	2024
上傳時間:	2025-02-21 13:40:40 (UTC+8)
摘要:	2020年在新冠狀病毒(COVID-19) 影響，全球的商業活動遲緩，展覽及旅遊服務業受到禁令、嚴格執行社交距離的管制，重創服務業。全球病毒不斷變種，各國皆無因應疫情的經驗，只有不斷的封城和解封，造成許多服務業裁員或停業。會議展覽業代表一個國家的經濟發展重點產業，在受到新冠疫情影響下的危機及轉機、挑戰，考驗每個企業主的智慧、毅力、經驗、財力。疫後如何維持服務品質，穩定客戶的支持及信任，已成為疫後必須研究新的商業模式發展之策略。本研究主題是分析展覽服務業在疫情後的商業行為，在經過文獻分析探討後，評估展覽服務業商業行為各因素間的相互作用，再採用決策實驗分析法(DEMATEL, Decision Making Trial and Evaluation Laboratory)分析展覽服務業的商業行為各因素間的相互作用關聯性，進一步整合網路層級分析法(Analytic Network Process, ANP)評估關鍵因子之相對重要性。結果指出提升「同理性」和「回應性」進而建立信任是非常重要。公司應致力於塑造良好的信譽，以建立可靠的品牌形象。公司應提供明確的服務承諾並確保其履約，以增強客戶對其信任；公司應不斷追求卓越的服務質量，確保提供符合客戶預期的優質產品和服務。 In 2020, the service sector was hit hard by the coronavirus (COVID-19), sluggish business activity around the world, bans on exhibition and tourism services, and strict social distancing controls. There are no variants of the global virus, and countries have no experience in responding to the epidemic, and only the lockdowns and lockdowns have caused many service industries to lay off or close their businesses. The conven-tion and exhibition industry represents a country's key industries for economic devel-opment, and under the influence of the new crown epidemic, the crisis, turnaround, and challenges test the wisdom, perseverance, experience and financial strength of every business owner. How to maintain service quality and stabilize customer support and trust after the epidemic has become a strategy for the development of new business models after the epidemic. This research is to analyze the business behavior of the exhibition service indus-try after the epidemic. After literature analysis and discussion, we evaluate the interac-tion between various factors of the business behavior of the exhibition service industry, and then use the Decision Making Trial and Evaluation Laboratory (DEMATEL) to an-alyze the interaction and correlation between various factors of business behavior in the exhibition service industry, and further integrate the Analytic Network Process (ANP) to evaluate the relative importance of key factors. The results point out that it is very important to improve "empathy" and "responsiveness" to build trust. Companies should strive to build good reputation to build a reliable brand image. The company should provide clear service commitments and ensure their performance to enhance customer trust; the company should constantly pursue excellent service quality and ensure that it provides high-quality products and services that meet customer expecta-tions.
顯示於類別:	[企業管理學系暨國際企業管理研究所] 博碩士論文

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