從服務科技接觸模式探討餐飲外送與服務模式

Discussion on Food Delivery and Service Model from Service Technology Contact Mode

10.6495/CIMBM.201806.0057

黃俊瑋(Jyun-Wei Huang)；林昌濬(Chang-Jyun Lin)

O2O ； 服務科技接觸模式 ； 餐飲外送 ； O2O ； technology-mediated customer contact ； food delivery

科際整合管理研討會

2018第20屆（2018 / 08 / 01）

844 - 856

繁體中文

過去，電子商務的發展帶來實體經濟的重大的影響力，而經過長時間的演變加上科技的進步，發展出了以在地經濟為概念，強調上線消費線下體驗的O2O模式。而在本文以O2O模式出發點探討餐飲外送平台，飲食是滿足人生活所需的基本需求，在飲飲外送的市場越來越大下，餐飲外送結合了O2O模式改變了過去傳統的銷售模式。構成O2O模式的三個因素消費者、平台、商家，而在餐飲外送平台多了一個第三方服務者—外送員，使服務的價值貢獻內涵有所改變。本研究透過對O2O的文獻探討進行研究歸類出O2O的優缺點，並分析國內一餐飲外送平台以了解餐飲外送平台的商業模式與一般O2O模式的不同，本研究以服務科技接觸模式來分析每個因素之互相關連性。

In the past, the development of e-commerce brought about a significant influence of the real economy. After a long period of evolution coupled with advances in science and technology, the O2O model that emphasizes on-line consumer offline experience has been developed. In this paper, we discuss the catering delivery platform with the starting point of the O2O model. In the increasingly large market for drinking beverages, catering delivery combined with the O2O model has changed the traditional sales model in the past. The three factors that make up the O2O model are consumers, platforms, and merchants, and there is one more third-party server-outside delivery staff-in the food delivery platform. This study categorizes O2O's literature by exploring the advantages and disadvantages of O2O. It also analyzes a domestic food delivery platform to understand the difference between the business model of food delivery platform and the general O2O model. This study uses the service technology contact model. Analyze the mutual correlation of each factor.