公立博物館服務創新之研究—以國父紀念館展覽服務為例

Abstract

隨著時代的發展，博物館除傳統功能外，已成為兼具休閒與教育功能的場所，但在面臨各種新興行業的競爭下，為了永續經營，屬於非營利組織的博物館，必須思考如何提供優質的服務，並展現其擁有的特色，讓參觀者滿意，以提升觀眾滿意度。本研究經文獻探討，綜合創發服務創新的六個層面架構，分別是：產品創新、流程創新、內部組織創新、硬體設備提升、軟體科技創新與市場創新，不僅用來進行個案分析，更建議可以作為文化政策與博物館展覽業務的重要指標。本研究完成上述文獻探討之後，進一步研究分析國父紀念館在展覽服務創新的努力，蒐集從建館至今相關文獻與保存的資料統整分析，並加以個案研究與個人訪談，以了解國父紀念館在展覽服務的成長；且經由SWOT「分析外在環境」與「評估機關本身優缺點」，以瞭解組織面臨的環境變化，規劃有利的服務創新方案與策略，符合市場需求以達成組織的使命和目標。透過本研究，建議國立國父紀念館可朝幾方面著手，諸如開創大規模國內特展、扣緊館方特色與宣傳、加強數位科技之運用、軟硬體服務之再提升等，以為服務創新政策之參考。

With the development of the times, the museum has become a place with both leisure and educational functions in addition to its traditional functions. However, in the face of competition from various emerging industries, in order to sustain business, museums belonging to non-profit organizations must think about how to provide quality. The service and display of its own features, to the satisfaction of visitors to enhance audience satisfaction. This study explores the six levels of integrated innovation service innovation: product innovation, process innovation, internal organizational innovation, hardware equipment enhancement, software technology innovation and market innovation, not only for case analysis, but also for the case analysis. The proposal can be used as an important indicator of cultural policy and museum exhibition business. After completing the above-mentioned literature research, this study further analyzes the efforts of the National Dr. Sun Yat-sen Memorial Hall in the exhibition service innovation, and collects the relevant documents and preserved data from the establishment of the museum. Case studies and personal interviews were conducted to understand the growth of the exhibition services of the Dr. Sun Yat-Sen Memorial Hall; and through SWOT "analyze the external environment" and "evaluate the advantages and disadvantages of the organization itself" to understand the environmental changes facing the organization and plan favorable service innovation programs. And strategy, in line with market demand to achieve the organization's mission and goals. Trough this study, it is suggested that the National Dr. Sun Yat-sen Memorial Hall can be moved toward several aspects, such as to create large-scale domestic special exhibition, the museum features fasten with publicity and enhancing the use of digital technology, and upgrade the software and hardware services of reference.