在國際原油價格不斷的攀升以及氣候變遷下，人們開始注重能源與環境議題，追求永續發展。在永續理念下，產品服務系統(Product-Service-System, PSS)逐漸被推廣，產品服務系統即整合產品和服務為滿足顧客需求的一套系統，然而如何設計一套更具系統性以及整合內外部聲音之服務系統為本研究目的，建立一個新的綠色服務設計方法，透過服務藍圖(Service Blueprint)跟品質機能展開(Quality Function Deployment, QFD)結合，來改善整個服務流程設計，以共乘網站為例，作為服務設計之範例。
本研究將服務藍圖之顧客行動層轉換成顧客聲音(VOC)，對前台行動層轉變為服務措施/特徵(service measures/characteristics)，以及對後台行動層和支援過程層經由歸納整理成服務設計元素(service design elements)，展開為兩階段品質機能展開，透過問卷調查及專家訪談方式，並加入DEMATEL方法，探討各服務設計屬性的因果與強弱關係。研究結果顯示，共乘網站在第一階段品質機能展開以「開發以及設計程式系統」最重要，在第二階段品質機能展開以「人員應對處理方式」為最優先改善項目，讓共乘網站針對這些項目進行服務流程改善，並利用DEMATEL幫忙判斷屬性之間因果關係。另外，研究可將品質機能展開結果回應到服務藍圖上，檢視共乘網站需要改善屬性與那些服務活動有關。

International crude oil prices continue to rise and due to climate change, the world begins to focus on energy, global warming and other environmental issues, pursuing sustainable development. “Product Service Systems” gradually can be extended, integrating products and services to meet customer’s demand for a system. But how to design a more systematic and integrated within internal and external sound, the purpose of this study is to establish a new green service design using service blueprint and quality function deployment into Car-pool service.
This thesis applied service blueprint to visually demonstrate every part of deliveries, roles of personnel and customers. Customer actions are converted into the voice of the customer, onstage actions developed into service measures/characteristics, backstage actions and support processes developed into service design elements. Finally, they are integrated into the two-stage QFD. The DEMATEL method is used to explore the causal link of the service design attributes and the strength of the relationship.
The result of this thesis present that it is important for car-pool service to improve “development and design of the programming system” in QFD1, and improve “Personnel handling” in QFD2. Also using DEMATEL helps judge the cause and effect relationships between the attributes. In addition, the QFD can respond to the service blueprint in order to view the car-pool service and improve service activities.

英文部分
1. Arai, T. and Shimomura, Y. (2004), “Proposal of Service CAD System - A Tool for Service Engineering,” CIRP Annals - Manufacturing Technology, Vol. 53(1), pp. 397-400.
2. Brezet, H. (2000), “Product-Service Substitution: Examples and Cases from the Netherlands,” 'Funktionsförsäljning'-product-service systems, Stockholm, Swedish EPA, AFR-report 299.
3. Calvo, R. W., Luigi, F. L., Haastrup, P., and Maniezzo, V. (2004), “A Distributed Geographic Information System for the Daily Car Pooling Problem,” Computers and Operations Research, Vol. 31(13), pp. 223-227.
4. Chang, H. and Kim, D. (2010), “A Quality Function Deployment Framework for the Service Quality of Health Information Websites,” Health Inform Res, Vol. 16(1), pp. 6-14.
5. Ermer, D. S. and Kniper, M. K. (1998), “Delighting the customer: Quality function deployment for quality service design,” Total Quality Management, Vol. 9(4-5), pp. 86-91.
6. Garibay, C., Gutierrez, H. and Figueroa, A. (2010), “Evaluation of a Digital Library by Means of Quality Function Deployment (QFD) and the Kano Model,” The Journal of Academic Librarianship, Vol. 36(2), pp. 125-132.
7. Geum, Y. and Park, Y. (2011), “Designing the sustainable product-service integration: a product-service blueprint approach,” Journal of Cleaner Production, Vol. 19(14), pp. 1601-1614.
8. Goedkoop, M. J., van Halen, C. J. G., te Riele, H. R. M., and Rommens, P. J. M. (1999), “Product Service system, Ecological and Economic Basics,” Dutch ministries of Environment (VROM) and Economic Affairs (EZ), pp. 17-19.
9. Gonzalez, M. E., Quesada, G., Picado, F., and Eckelman, C. A. (2004), “Customer satisfaction using QFD: An e-banking case,” Managing Service Quality, Vol. 14(4), pp. 317-330.
10. Hara, T. Arai, T. and Shimomura, Y. (2009), “A CAD system for service innovation: integrated representation of function, service activity, and product behavior,” Journal of Engineering Design, Vol. 20(4), pp. 367-388.
11. Hauser, J. R. and Clausing, D. (1988), “The House Of Quality ,” Harvard Business Review, Vol. 66(3), pp. 63-73.
12. Hong, Z. S. and Huo, J. Z. (2010), “Applying Quality Function Deployment to Quality Management of Product Service System,” Industrial Engineering and Engineering Management, 2010 IEEE 17Th International Conference, pp. 849-853.
13. Horan, T. A., Abhichandani, T. and Rayalu, R. (2006), “Assessing User Satisfaction of E-Government Services: Development and Testing of Quality-in-Use Satisfaction with Advanced Traveler Information Systems (ATIS),” Proceedings of the 39th Hawaii International Conference on System Sciences, Hawaii.
14. Ikiz, A. K., and Masoudi, A. (2008), “A QFD and SERVQUAL Approach to Hotel Service Design,” Isletme Fakültesi Dergisi, Vol. 9(1), pp. 17-31.
15. Jeong, M., and Oh, H. (1988), “Quality function deployment: An extended framework for service quality and customer satisfaction in the hospitality industry,” International Journal of Hospitality Management, Vol. 17(4), pp. 375-390.
16. Jun, Z., Liangliang, C. and Fubin, L. (2009), “E-S-QUAL: Its Applicability in Evaluating E-government Web Sites Service Quality,” Information Engineering and Electronic Commerce, pp.515-518.
17. Lee, S.W. and Kim, Y.S. (2010), “A Product-Service Systems Design Method Integrating Service Function and Service Activity and Case Studies,” CIRP IPS2 Conference, pp.275-282.
18. Liaw, C. S., Chang, Y. C., Chang, K. H. and Chang, T. Y. (2011), “ME-OWA based DEMATEL reliability apportionment method,” Expert Systems with Applications, Vol. 38(8), pp. 9713-9723.
19. Menor, L. J., Tatikonda, M. V., and Sampson, S. E. (2002), “New service development: Areas for exploitation and exploration,” Journal of Operations Management, Vol. 20(2), pp. 135-157.
20. Meroni, A., and Sangiorgi, D. (2011), “Design for services” Gower Publishing, UK, pp.9-33.
21. Mont, O. K., (2002), “Clarifying the concept of product – service system,” Journal of Cleaner Production, Vol. 10(3), pp. 237-245.
22. Morelli, N. (2002), “The Design of Product/Service Systems from a Designer’s Perspective,” In: Common Ground. London: Staffordshire University Press.
23. Morelli, N. (2003), “Product-Service Systems: a Perspective Shift for Designers. A Case Study: the Design of a Telecentre,” Design Studies, Vol. 24(1), pp.73-79.
24. Morelli, N. (2006), “Developing New Product Service Systems (PSS): Methodologies and Operational Tools,” Journal of Cleaner Production, Vol. 14(17), pp.1495-1501.
25. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1985), “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, Vol. 49(4), pp. 41-50.
26. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988), “SERVQUAL- A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, Vol. 64(1), pp. 12-40.
27. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1991), “Refinement and reassessment of the SERVQUAL scale,” Journal of Retailing, Vol. 67(4), pp.420-450.
28. Parasuraman, A., Zeithaml, V. A. and Malhotra, A. (2000), “E-service quality: Definition, dimensions and conceptual model,” MA. Thesis, University of Cambridge, Cambridge, U. K.
29. Rodgers, W., Negash, S., and Suk, K. (2005), “The moderating effect of on-line experience on the antecedents and consequences of on-line satisfaction,” Psychology and Marketing, Vol. 22(4), pp. 313-331.
30. Saco, R. M., and Goncalves, A. P. (2008), “Service Design: An Appraisal,” Design Management Review, Vol. 19(1), pp. 10-19.
31. Sawhney, R. (2010), “Improving Service Quality in Criminal Justice: Application of Quality Function Deployment,” Crime and Justice International Magazine.
32. Shen, J. and Wang, L. (2008), “A methodology based on Fuzzy Extended Quality Function Deployment for determining optimal engineering characteristics in product-service system design,” Service Operations and Logistics, and Informatics, 2008 IEEE International Conference, pp. 331-336.
33. Shostack, G. L. (1982), “How to Design a Service,” European Journal of Marketing, Vol. 16(1), pp. 49-63.
34. Shostack, G. L. (1984), “Designing Services That Deliver,” Harvard Business Review, Vol. 62(1), pp. 133-139.
35. Tan, K. C., Xie, M., and Li, Y. N. (2003), “A service quality framework for Web-based information systems,” The TQM Magazine, Vol. 15(3), pp. 164-172.
36. Tax, S., and Stuart, I. (1997), “Designing and implementing new services: The challenges of integrating service systems,” Journal of Retailing, Vol. 73(1), pp. 105-134.
37. Tukker, A. (2004), “Eight types of product–service system: eight ways to sustainability? Experiences from Suspronet,” Business Strategy and the Environment, Vol. 13(4), pp. 246-260.
38. Wang, R. T. (2007), “Improving service quality using quality function deployment: The air cargo sector of China airline,” Journal of Air Transport Management, Vol. 13(4), pp.221-228.
39. Zeithaml, V. A. and Berry, L. L. (2000), “Service Marketing: Integrating Customer Focus across the Firm,” 4, New York: McGraw-Hill.

 
中文部分
1. 紀岱玲(2005)，「供應商績效評估研究－結合ANP及DEMATEL之應用」，國立政治大學資訊管理研究所碩士論文。
2. 張洧銘(2006)，「運動休閒鞋消費者之購買決策關鍵評估屬性分析」，開南管理學院企業管理學系碩士論文。
3. 郭鎮賢(2008)，「服務失誤因果複雜度與成本面分析模式建立之研究–以DEMATEL與Pareto Analysis為方法論」，中原大學企業管理研究所碩士論文。
4. 黃旭男、陳怡君(1999)，「以品質機能展開法構建台灣地區第二類電信事業之整體服務品質」，經社法制論叢，第24期，95-125頁。
5. 盧昆宏、魏振育和歐惠鳳(2010)，「FDTAIM分析改善模式之建構與應用」，2010全球商業經營管理學術研討會。
6. 顏鴻祥(2009)，「影響小汽車共乘行為因子之研究—以新竹市地區為例」，國立交通大學運輸科技與管理學系碩士論文。
7. 譚淑娟(2003)，「以三階段品質機能展開法探討信用卡收單機構之服務品質：以聯合信用卡處理中心為例」，淡江大學商管學院高階主管管理碩士學程碩士論文。

網路資料
1. 林于勝，「QCar共乘網介紹特色說明」，工業技術研究院。98年12月8日，取自
www.qcar.org.tw/carpool/onlinedocs/QcarCharacters.ppt
2. 林宛諭，「綠色共乘網-北台五縣市一起共減」，聯合報。2008年9月9日，取自http://e-info.org.tw/node/37391
3. 條條道路通FIFA(下)-周遊世足賽德國各場地的便捷交通方式，大紀元新聞網。2006年5月7日，取自http://www.epochtimes.com/b5/6/5/6/n1310078.htm
4. 拼车平台Zimride发展势头良好，完成600万A轮，TECH2IPO。2011年9月24日，取自
http://tech2ipo.com/27206/
5. 桃北北宜基共乘網，取自
http://carpool.tpc.gov.tw/carpool/
6. QCar共乘網，取自
http://www.qcar.org.tw/
7. Mitfahrgelegenheit共乘網，取自
http://www.mitfahrgelegenheit.de/
8. Zimride共乘網，取自
http://public.zimride.com/