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论文编号：	2092
作者编号：	032937
上传时间：	2010/4/16 11:20:27
中文题目：	服务生产力悖论归因与测评改进研究
英文题目：	Service Productivity, Productivity Paradox
指导老师：	张金成
中文关键字：	服务生产力 生产力悖论 概念模型 指标体系
英文关键字：	Service Productivity, Productivity Paradox，Conceptual Model, Measures System
中文摘要：	自二十世纪下半叶以来，服务经济悄然勃兴，成为世界主导经济。生产力作为推动经济增长的引擎，在促进全球经济变革中，无疑扮演着极其关键的角色。但从统计资料看，现有的服务生产力增长数据远不如人们想象的乐观，甚至滞后并累及整体经济的生产力增幅，在生产力研究领域形成了三个显著的理论疑点：一是Dension 之谜（Dension’s mystery），即以1973年前后为分界，主要发达国家生产力增幅出现突然的集体性减缓；二是Solow悖论（Solow Paradox），即作为支撑现代服务业增长的重要基础性产业----IT及IT相关产业的巨大投入与其较低回报之间存在强烈反差；三是Baumol之病（Baumol’s disease），即服务业生产力增长落后于制造业，而且这种二分现象日益加剧。鉴于这些疑点都涉及服务业的生产力增长趋势，同时与服务经济的繁荣景象形成鲜明比照，本文通称为“服务生产力悖论”。 本文通过相关文献回顾和理论分析，提出现有的测评理念和方法不当，是引发服务生产力悖论的重要原因，并将测评问题进一步分解为三类归因：一、概念失效。现有的服务生产力概念沿袭了制造业的传统，难以充分体现服务生产和服务产品的特征。尤其是传统生产力概念中存在两个基本假设：⑴投入产出都可以清晰界定、具有同质性和可测量性；⑵生产在封闭系统中进行，是与外界隔绝的黑箱。这两个假设都与服务生产的基本特征相悖，这决定了传统概念不再适宜于服务生产力的测评和管理。二、指标失真。现有服务生产力的常用指标（劳动生产力和全要素生产力），本身就有以偏概全或界定模糊等局限性，在服务业中应用时因投入产出的复杂性和服务组织目标的多重性，加剧了其指标内在问题的严重程度，突出表现为以实物方式计量和与财务方式计量的两种生产力值之间有着较大的冲突，所得到的结果缺乏解释力和可比性。三、测度失实。鉴于服务生产力测度的特有操作难题，现有的统计内容和测度方法都存在问题，其测度偏差扭曲了实际绩效，所反映的并非真实的生产力值。因此，要破解服务生产力悖论，必须对现有的生产力概念、指标和测度方法作出改进。 本文借鉴Kuhn的范式理论，论证生产力概念正在经历重大的范式转型，因此需要从范式意义上进行修正。基于生产力理论和服务营销理论，整合服务生产力研究的最新成果，本文提出了可以体现顾客参与、顾客与提供商互动效果的新的服务生产力概念模型，并建议构建具有普适性意义的生产力概念。该模型将传统生产力概念的投入产出二元构成，扩展为投入、过程和产出三元结构，充分考虑顾客在各阶段的贡献，尤其是强调顾客与服务提供商之间的互动关系，实现服务生产力概念范式的新突破。 针对现有生产力指标的相关问题，本文检验了正确设立服务生产力的标准，进而提出了以内在效率、外在效率和互动效率为关键维度的综合性服务生产力指标系统，构建了基于过程的服务生产力测评模型；将顾客价值的概念引进服务生产力测评，验证与实物生产力和财务生产力相比，基于顾客价值的价值生产力更加适宜于服务生产特征。 本文将服务生产力的测度分解为质量维度和数量维度，提出要在实物生产力指标中吸纳质量元素，在财务生产力指标中剔出环境性影响，实现服务价格的质量调整，为改进服务生产力测度提供理论指导。本文还针对服务生产特点，分析常用的各种生产力测度技术的特点，并提出系统性的改进和整合思路。
英文摘要：	As the global dominant economy, service economy has come into existence from the late half of 20th century. It is undoubted that productivity, as an engine driving the economic growth, plays a key role in facilitating the global economic change. But according to the statistics, the existing service productivity growth is not as optimistic as people are expecting, and is even lags behind the pace of productivity growth of total economy. Three remarkable theoretical doubtful points in the field of productivity are as follows. The first one is Dension’ s mystery, the productivity slowdown suddenly appeared in the major developed countries in the earlier 1970s. The second one is Solow Paradox, though IT is the important basic industry that supports the modern service industries’ growth, the striking contrast between great investments in IT and poor return exists. The third one is Baumol’ s disease, productivity growth in service industries lags behind that in manufacturing industries, and this divergence increasingly intensifies. Because of involving the productivity growth trends in service industries, and contrasting greatly with the flourishing picture of service economy, the mentioned doubtful points are named as service productivity paradox in this dissertation. Based on the literature review and theoretical analysis, this dissertation proposes that the existing measurement thoughts and methods are inappropriate to service industry, which is the important reason for service productivity paradox. It attributes the measurement errors to three problems. The first one is the conceptual invalidation, which points that it is difficult for the existing concept of service productivity following the manufacturing traditions to incarnate the features of service production and service products. There are two essential hypotheses in the traditional productivity concept. One is that inputs and outputs can be clearly defined, homogeneous and measurable, the other one is that production is operated in the close system, a black box separated from the external environment. These two hypotheses are all opposite to the essential features of service production, which confirms that traditional productivity concept is inappropriate to the measurement and management of service productivity. The second one is the measures’ distortion. Labor productivity and total factor productivity, the two existing commonly used measures of service productivity, per se, have some limitations of narrow views and vague definitions, and furthermore complexity of inputs and outputs and multi-targets of service organization intensify the internal problems of the existing commonly used measures of service productivity, which represents as much bigger difference between productivity valued by physical method and productivity valued by financial method, that is to say, results are lack of elucidative power and comparability. The third one is measurable results being inconsistent with the facts. Because of the operational difficulty of service productivity measurement, bias in productivity measurement distorts actual service performance. As a result, to solve the service productivity paradox, we must ameliorate the existing productivity concept, measures and measurement. According to Kuhn’s paradigm theory, this dissertation demonstrates that productivity concept is undergoing a momentous paradigmatic revolution, and therefore needs to be amended. Based on productivity theory and service marketing theory, this dissertation integrates the newest findings of service productivity research, builds a new service productivity conceptual model which incarnates customer participation and interaction between customer and service providers, and suggests a generalizable productivity concept. This new service productivity conceptual model extends the binary structure of input and output to the ternary structure of input, process and output. It takes full account of customer’s contributions during the different periods, especially emphasizes the interactive relationship between customer and service providers. It realizes a new breakthrough in service productivity conceptual paradigm. To solve these problems on the extant productivity measures, this dissertation testifies to the appropriate standards of service productivity, puts forward an integrative service productivity measurement system including three major dimensions of internal efficiency, external efficiency, and interactive efficiency, constructs a process-based service productivity measurement model. By introducing the concept of customer value into service productivity measurement, this dissertation validates that customer-value-based value productivity is more suitable for service production than physical productivity and financial productivity. This dissertation decomposes the service productivity measurement into quality dimension and quantity dimension. To provide theoretical guidance in improving service productivity measurement, it is necessary to realize the quality adjustment of service prices, which means that quality elements should be introduced into physical productivity measures, and environmental influences should be eliminated from financial productivity measures. It, based on the features of service production, analyzes the features of commonly used methods of productivity measurement, and then states the systematic improving and integrating ideas.
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