In recent years, e-learning system has been adopted as a training tool in many firms, as it can help employees to complete training in a short time and at a low cost. Within this context, since 2003 the Industrial Development Bureau (IDB) of the Ministry of Economic Affairs (MOEA) in Taiwan sponsored more than 50 enterprises each year to help them implement customized e-learning systems. Past research on e-learning mostly focused on one criterion and adopted regression approach, such as examining the relationships between satisfaction or continued usage intentions and various antecedent factors. Although the regression method could uncover the significant factors of e-learning adoption, they can not show the can (weighting) of each factor, and thus firms cannot allocate the optimal levels of resources. To overcome this problem, this study collected factors related to firms implementing customized e-learning systems from a review of the literature and expert opinions, and then constructed a hierarchical factor table. Based on the appropriateness and independence of factors, and as assessed by experts in the project promotion office of the IDB, e-learning solution providers and project leaders of the IDB sponsored enterprises, this paper then designed an Analytical Hierarchy Process (AHP) format questionnaire and sent it to these same experts to gather their responses. The factor weightings were derived based on the Fuzzy Analytic Hierarchy Process (FAHP) method. Finally, analysis of key factors was performed and recommendations provided. Based on the results for this work, service industry firms with limited resources can achieve proper resource allocation and more quickly and successfully adopt customized e-Learning systems.

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This study unfolds a new user experienceoriented service development model in which Taiwan service providers participate through analyzing, testing, and verifying the largest KTV operator company, AA, as an empirical target. It examines how service industry comes up with an innovative service development model based on a service design created with accumulated encounter experiences with its customers. This new service model is produced through close scrutiny of customer behavior, preference, and recognition. Overall, the integrated service design procedure is applied to explore what type of methods and processes the KTV operator can adopt to digitalize its services.