联系我们

论文查询结果	返回搜索

论文编号：	207
作者编号：	2120062018
上传时间：	2008/6/21 23:07:15
中文题目：	服务企业生产力中顾客的影响因素
英文题目：	The research of the customer i
指导老师：	杨坤
中文关键字：	服务生产力 顾客参与 顾客满意
英文关键字：	service productivity customer
中文摘要：	随着服务经济的蓬勃发展，人们对服务生产力投入了极大的关注。传统生产力是指在一个给定的系统内和一定时间里，满足特定的内部质量标准的产出与产生这些产出的投入的数量之比。这一定义是建立在企业“黑箱”假设基础之上的。而在服务业，服务过程是一个开放系统，它最重要的也是与制造业区别最大的特点是顾客参与服务过程，具有开放性、无形性、不可贮存性和生产与消费的同时性。已有的文献表明，顾客是影响服务企业省生产力的重要因素。 本文对服务生产力的概念、测量方法等理论进行了回顾，总结了比较有代表性的关于顾客对服务企业生产力影响的文献，对服务企业生产力中顾客影响因素划分为顾客参与、顾客满意、顾客忠诚三个维度，并对这三个维度进行了二级维度划分。其中，顾客参与划分为与员工沟通互动、信息搜索、参与服务标准的制定以及作为合作生产者四个维度；顾客满意划分为企业形象、顾客期望、顾客价值三个二级维度；顾客忠诚划分为顾客信任与转化成本两个二级维度。 依据顾客影响因素中的维度划分，本文设计了调查问卷，进行了研究假设，最后通过定性分析与定量分析相结合，本文最终得到了预期的研究结论。同时，本文也为服务企业提高服务生产力提出了新的建议，具有一定的现实指导意义。
英文摘要：	As the service economy is developing more and more quickly, people begin to focus on service productivity. traditional productivity means a proportion of the output of criterion that meets special internal quality to iutputs which produces these outputs.This definition is established on the basis of “Black Box conjecture”, and as to service industry, service process is an open system, and the biggest difference between service industry and Manufacturing industry is that customer taking part in service process----- openness，intangible, can not be stored and the service production happens in the same time with the consumption. From the document documents of the scholars, we can find that customer has an important influence on service productivity. This thesis reviewed the concept and the measurement methods of the service productivity, and summarized the documents about how the customers influence the service productivity, and based on these documents, this research divided the customers into three dimensionalities---customer participation, customer satisfaction, customer loyalty, and divided these three dimensionalities into second-class dimensionalities: there are four second-class dimensionalities in customer participation——communication with the employees, search of the information, participation in the formulation of the criterion and as a producer; there are three second-class dimensionalities in customer satisfaction——enterprise image, customer expectation, customer value; there are two second-class dimensionalities in customer loyalty: customer trust and conversion cost. According to the division of the customer dimensionalities, this thesis designed questionnaire and made the thesis assumption, and by analyzing the questionnaires, this thesis got these following conclusions: search of the information is proportional to service productivity; communication with the employees is proportional to service productivity; customers as producers is proportional to service productivity; enterprise image is proportional to service productivity; customer expectation is proportional to service productivity; customer value is proportional to service productivity; customer trust is proportional to service productivity; conversion cost is proportional to service productivity. By qualitative analysis and quantitative analysis, this thesis finally got the expected conclusions, at the same time, the research also provided reasonable to service enterprises, so this research is very practical.
查看全文：	预览  下载(下载需要进行登录)