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论文编号：	15613
作者编号：	2320213779
上传时间：	2025/12/8 13:01:29
中文题目：	WK公司Q社区嵌入式养老服务利润链优化与实施研究
英文题目：	Research on Optimization and Implementation of Profit Chain for Embedded Elderly Care Services in WK Company''s Q Community
指导老师：	焦媛媛教授
中文关键字：	嵌入式养老；养老服务；服务利润链；运营管理
英文关键字：	Embedded elderly care；Elderly care；Service profit chain；Operational management
中文摘要：	随着我国人口老龄化进程的不断加快，老龄人口数量和比例持续上升，对社会化养老服务体系提出了前所未有的挑战。传统的养老服务主要分为集中式养老机构和社区养老两类，难以满足当下老年人群体多层次、多样化的实际需求。特别是在社区层面，老年人不仅需要日常生活照料，还需要健康管理、康复理疗和精神慰藉等综合性服务。在这一背景下，社区嵌入式养老模式逐渐兴起，其核心优势在于依托社区环境，以“嵌入式”的方式为老人提供全方位、多层次的服务，既避免了传统机构养老中老人与家庭分离的弊端，也克服了单一居家养老服务不足以支撑综合需求的短板。 本文以WK公司Q社区养老企业为研究对象，结合企业在实际运营中积累的经验，尝试从提升企业盈利能力出发，对嵌入式养老服务的利润链进行系统研究。研究首先明确了嵌入式养老的核心构成，具体包括理疗服务、日间照料、上门协助等功能，并进一步划分出企业的四大核心业务：基础生活服务、健康检测服务、中医理疗服务与养老民宿服务。在研究方法上，本文通过对服务利润链的要素进行逐项分析，识别出在运营过程中影响客户满意度、忠诚度、复购率及企业绩效的关键环节。随后，将服务利润链与嵌入式养老的“ 三入四嵌一床位”原则相结合，提出了优化后的利润链模型，使得各服务部分能够在一个系统中实现资源的有效整合与功能的互补。此外，研究还通过顾客的满意度调研，对模型优化后的可行性进行了实证性验证。研究强调，服务利润链模型的引入不仅有助于发现社区嵌入式养老模式中存在的管理短板，更能够为服务流程的标准化和系统化提供理论依据与实践路径。 研究结果表明，基于服务利润链优化的嵌入式养老服务模式，能够有效推动企业内部不同服务模块的深度融合，提高资源配置效率，进而增强服务的一致性和连贯性。在运营管理层面，该模式帮助企业构建了一套标准化的服务流程，使各类养老服务得以在统一框架下进行高效运转。本文的研究成果对Q社区的嵌入式养老服务实践具有直接的指导意义，也为其他社区养老机构的运营优化提供了可借鉴的思路与方法。
英文摘要：	With the rapid acceleration of population aging in China, the continuous increase in both the number and proportion of elderly individuals has posed unprecedented challenges to the existing socialized elderly care service system. Traditional elderly care services, mainly categorized into institutional care and community-based care, are insufficient to meet the diverse and multi-level demands of the elderly population. At the community level in particular, elderly residents not only require daily life assistance but also need comprehensive services such as health management, rehabilitation therapy, and psychological support. Against this backdrop, the embedded community-based elderly care model has gradually emerged. Its core advantage lies in leveraging the community environment to provide elderly residents with comprehensive and multi-dimensional services in an “embedded” manner. This model not only avoids the drawbacks of traditional institutional care that separate the elderly from their families but also addresses the limitations of single home-based services that are unable to support integrated needs. This thesis takes WK Company in Q Community as the research subject and, based on the company’s practical operational experience, explores the optimization of profitability through a systematic analysis of the service profit chain. The study first clarifies the essential components of embedded elderly care, including therapeutic services, day care, and in-home assistance, and further focuses on the company’s four core service sectors: basic living services, health monitoring services, traditional Chinese medical therapy, and elderly residential services. Methodologically, the thesis conducts a detailed analysis of the elements within the service profit chain to identify key factors influencing customer satisfaction, loyalty, repurchase rate, and enterprise performance. Subsequently, by integrating the service profit chain with the operational principle of “Three Accesses, Four Embeddings, and One Bed,” an optimized profit chain model is proposed. This model enables effective resource integration and functional complementarity across different service sectors. In addition, an empirical evaluation is carried out through customer satisfaction surveys to verify the feasibility and effectiveness of the optimized model. The thesis argues that the introduction of the service profit chain not only helps to identify managerial deficiencies in the embedded community-based elderly care model but also provides a theoretical foundation and practical pathway for the standardization and systematization of service processes. The findings indicate that the optimized embedded elderly care model, viewed through the lens of the service profit chain, can effectively promote deeper integration among different service modules, enhance resource allocation efficiency, and strengthen service consistency and continuity. From a managerial perspective, the optimized model facilitates the establishment of standardized service processes, enabling various elderly care services to operate efficiently within a unified framework. The results of this thesis offer direct practical guidance for embedded elderly care practices in Q Community, while also providing valuable insights for operational optimization in other community elderly care institutions.
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