63 /342
63
臺大管理論叢
2017/5
第
27
卷第
2S
期
63-92
DOI:10.6226/NTUMR.2017.SEP.F104-004
服務庫存與營運績效關聯之實証研究：以台灣大
車隊為例
An Empirical Study on the Relationship between Service Inventory
and Operational Performance: Taiwan Taxi Fleet Taken as an
Example
摘 要
服務庫存意指廠商將「服務在製品」暫存在服務供應流程中的某一項價值活動中，一
旦服務需求產生時，再將其立即轉化為「最終服務」，此種觀念在交通服務業中特別
重要。本文收集衛星派遣計程車車隊
300
位司機的時間與空間繞行資料，採用資料探
勘及集群分析進行服務庫存實證研究，分析司機駕駛行為、服務庫存與營運績效間關
係。研究發現四大類型服務庫存模式，其中，善於使用空中排班點的「彈性」型司機，
其空間空車率與時間空車率均最低。本文說明了台灣大車隊如何藉由引導未載客司機
前往不同「空中排班點」待命，將閒置的服務產能暫存特定區域之中；待一旦需求瞬
間大量出現，便可快速派遣暫存的空車前往服務，滿足即時需求。文末提出理論與實
務意涵。
【關鍵字】
服務庫存、計程車、空中排班點、分享經濟
Abstract
The term “service inventory” implies that a firm keeps a “service in process” within a
service-based supply chain as a form of temporary stock. The “temporary service stock”
belongs to a certain value activity within the service supply chain; once the service is
demanded by a customer, the service provider will deploy temporary service as “the final
service”. Due to the lack of empirical studies regarding this concept, we conducted research
by way of a quantitative approach, using the data mining and cluster analysis methodologies
to identify and analyze the relationship between service inventory and operational
performance. By using time-space air-queuing data from a group of 300 taxi drivers provided
from the Taiwan Taxi Fleet group’s satellite system, we identified four categories of taxi
drivers’ service inventory patterns: “Customized”, “High-Speed”, “Flexibility” and
“Routine”, respectively. Furthermore, we investigated the relationships between these four
patterns and their performance, with the end result showing that most drivers of the fleet
qualify in the Flexibility category, efficiently overcoming issues in service perishability and
unstockability by utilizing the “on-the-air queuing system” for the taxi service. This study
concludes with theoretical and practical implications for academia and practitioner reference.
【
Keywords
】
service inventory, taxi, on-air queuing system, sharing economy
侯勝宗
/
逢甲大學公共事務與社會創新研究所與企業管理學系教授
Sheng-Tsung Hou
, Professor, Graduate Institute of Public Affairs and Social Innovation and Department
of Business Administration, Feng Chia University
連婉茜
/
國立政治大學科技管理與智慧財產研究所博士候選人
Wan-Chien Lien
, Doctoral Candidate, Graduate Institute of Technology Innovation & Intellectual Property
Management, National Chengchi University
仇介民
/
逢甲大學企業管理學系副教授
Chieh-Min Chou
, Associate Professor, Department of Business Administration, Feng Chia University
Received, 2015/6, Final revision received 2016/9