產品、客戶和服務即使在視頻體育遊戲也是緊密相連的。媒體提醒我們，現在的人們缺乏足夠的運動，已經是一個主要關注的健康議題。而適度的運動可以促進血液循環，改善身體機能，預防疾病等。伴隨著越來越重視的運動，本研究調查了Kinect，為一項互動科技對於健康運動的管理， Kinect可為用戶提供高相似模擬的運動服務。服務的目的是實現能達到有效的運動，使得用戶可以達到高的客戶滿意度水準。但可互是否能有效的運動仍是未知的。因此，本研究採用Logistic回歸模型來檢測運動的成效，並提供當運動為達到時之服務補救的建議。一個健康管理運動運動遊戲實證研究用以證明本研究之方法，而本次實驗的進行取代了侵入式數據（如，血乳酸），涵蓋了客觀的生理數據（如，心率，血壓）和主觀心理（如，主觀自覺量表）。本研究之主要貢獻在於應用Logistic回歸模型，可以協助使用者確定運動的有效性。並依照不同之運動效果提供適合的準則，以確保使用者可有效的運動保持良好的健康狀態。

Products, customers and service are intimately connected, even in the realm of video sports games. As the media reminds us, the lack of sufficient exercise has become a crucial health concern, even though most people know that regular moderate exercise can promote good physical conditions and help prevent disease. Therefore this research investigates Kinect Sports, an interactive technology tool for health management (product) that involves a simulated sports environment for its users (customers). Kinect’s goal is to help users achieve an effective exercise level that provides them with a high level of satisfaction (service). However, many Kinect users are unaware of whether or not they achieve an effective exercise level. Therefore, this study presents a logistic regression model to detect the effectiveness of exercise and to provide sport service recovery suggestions when effective exercise is not achieved. An empirical study demonstrates the proposed methodology. We collected and analyzed both objective physiological data (e.g., heart rate, blood pressure) and subjective psychological data (e.g., ratings of perceived exertion). Results show the effectiveness of our model which can help users determine the effectiveness of their individual exercise with Kinect, generating uniquely suited guidelines in accordance with different levels of exercise effectiveness.

Table of Contents
Abstract IV
Table of Contents IV
List of Table V
List of Figure V
1. Introduction 1
2. Literature review 3
2.1 SERVICE RECOVERY 3
2.2 SERVICE GUARANTEE 9
2.3 LOGISTIC REGRESSION 10
2.3 ACTIVE VIDEO GAMES 12
2.4 SUMMARY 12
3. Methodology 14
3.1 GOALS ESTABLISHMENT 14
3.2 DATA COLLECTION 15
3.3 DATA ANALYSIS 16
3.4 MODEL BUILDING 17
3.5 SERVICE RECOVERY 18
3.6 VERIFICATION 18
4. Case study 20
4.1GOALS 20
4.2 DATA COLLECTION 20
4.2.1 Variables 20
4.2.2 Experiment 21
4.3 DATA ANALYSIS 23
4.4 MODEL BUILDING AND RESULT 25
4.5 SERVICE RECOVERY 30
4.6 VERIFICATION 33
4.7 DISCUSSION 34
5. Conclusion 42
6. References 44
7. Appendix 51
THE QUESTIONNAIRES USED IN THE EXPERIMENT 51
List of Table
TABLE 2-1 THE COMPARISON OF THIS STUDY AND OTHER STUDIES 8
TABLE 4-1 THE BASELINE CHARACTERISTICS OF PARTICIPANTS (±SD) 24
TABLE 4-2 THE PAIRED SAMPLES T TEST OF QUESTIONNAIRE ITEMS 25
TABLE 4-3 LR ANALYSIS OF 45 PARTICIPANTS FOR THE EFFECTIVENESS OF EXERCISE 26
TABLE 4-4 CLASSIFICATION TABLE 27
TABLE 4-5 RESULT OF COMPARING THE OVERALL CORRECT RATE AND NAGELKERKE R2 27
TABLE 4-6 THE CORRELATIONS ANALYSIS BETWEEN VARIABLES 28
TABLE 4-7 RECOVERY VERSUS NO RECOVERY ON ENCOUNTER ...
SATISFACTION 34
List of Figure
FIGURE 2-1 A CONCEPTUAL MODEL OF SERVICE FAILURE AND RECOVERY STRATEGIES (ZHU ET AL. 2004) 6
FIGURE 2-2 IMPACT OF A WELL-DESIGNED SERVICE GUARANTEE (WIRTZ, 1998) 10
FIGURE 2-3 METHODOLOGY TREE OF SERVICE RECOVERY 13
FIGURE 3-1 RESEARCH FRAMEWORK 14
FIGURE 3-2 BORG’S RPE-SCALE 6–20 15
FIGURE 4-1 EXPERIMENTAL PROCESS 21
FIGURE 4-2 RELATED DEVICES OF KINECT 22
FIGURE 4-3 SUBJECTS EXERCISING DURING THE EXPERIMENT 22
FIGURE 4-4 THE KINECT’S INTERFACE OF RESULT AFTER EXERCISING 23
FIGURE 4-5 THE WOMEN’S RESULT OF MAX-HR AND AVERAGE-HR IN EXPERIMENT 29
FIGURE 4-6 THE PARTICIPANTS’ RESULT OF MAX-HR AND AVERAGE-HR IN EXPERIMENT 29
FIGURE 4-7 THE ALL PARTICIPANTS’ RESULT OF MAX-HR AND AVERAGE-HR IN EXPERIMENT 29
FIGURE 4-8 THE WOMEN’S RESULT OF PRE-MAP AND POST-MAP IN EXPERIMENT 30
FIGURE 4-9 THE MEN’S RESULT OF PRE-MAP AND POST-MAP IN EXPERIMENT 30
FIGURE 4-10 THE ALL PARTICIPANTS’ RESULT OF PRE-MAP AND POST-MAP IN EXPERIMENT 30
FIGURE 4-11 THE RESULT OF EACH PARTICIPANT AFTER CONVERSION 31
FIGURE 4-12 THE CONCEPTUAL FRAMEWORK OF SERVICE RECOVERY PROCESS 32
FIGURE 4-13 THE CONCEPT MIGHT BE COMBINED IN THE FUTURE FOR KINECT 38
FIGURE 4-14 THE SCREENSHOT OF INTERFACE OF THE EXERCISE REPORT FOR EFFECTIVE EXERCISE USERS 39
FIGURE 4-15 THE SCREENSHOT OF INTERFACE OF THE EXERCISE REPORT FOR EXCESSIVE EXERCISE USERS 39
FIGURE 4-16 THE SCREENSHOT OF INTERFACE OF THE EXERCISE REPORT FOR INEFFECTIVE EXERCISE USERS 40
FIGURE 4-17 THE SCREENSHOT OF INTERFACE OF THE DETAIL ANALYSIS THAT CALORIES BURNED 40
FIGURE 4-18 THE SCREENSHOT OF INTERFACE FOR THE USER WHO HAS COMPLETED 41

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