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论文编号：	3167
作者编号：	2120092374
上传时间：	2011/6/3 10:01:52
中文题目：	社会建构论视角下的中国服务业质量问题研究
英文题目：	The study of Service Sector’s Quality Issues: The Social Constructivism perspective
指导老师：	杨坤
中文关键字：	服务质量;质量问题;社会建构论;驱动因素
英文关键字：	The service quality;　The quality issues;　Social constructivism;　Driving forces
中文摘要：	改革开放以来，我国服务业发展迅速，占国内生产总值的比重由1978年的23.9%上升到了2009年的43.4%，占就业人员的比重也由1978年的12.2%上升到了2009年的34.1%。随着服务经济的发展，大量的服务质量问题也随之涌现，具体表现为服务质量问题普遍存在，并非个别行业的个别问题，而且明星企业也不例外，消费者协会处理的关于服务质量的投诉也连年上升。 本文首先回顾了我国服务业发展的历史进程，然后运用社会建构论的方法，从政策话语、传媒话语和学术话语三个方面收集、梳理、分析、总结了服务质量管理理论和我国服务质量问题的演变过程。研究发现传媒话语总是最先将服务质量问题公之于众，之后政策话语也会对其做出反应，但政策话语显示出滞后和不完全等特征，学术话语则是相对独立的，与之交集较少。学术研究多以企业希望提高服务质量为前提假设，研究主题主要涉及如何评价服务质量？如何提高服务质量？但是，我国目前的现实情况是企业并不像人们所期望的那样重视服务质量，学术研究与现实存在脱节现象，不能有效解决现有的服务质量问题。 本文提出从服务企业提高服务质量的驱动因素角度来解释、分析现有服务质量问题存在的原因，并提出相应可行的解决方案。本文认为，推动服务企业提高服务质量的动因有两类：内因和外因，内因主要有企业战略、管理、企业文化、员工和质检部门五种；外因又分为轨道和行为者两种，轨道有服务专业轨道、管理轨道、技术轨道、制度轨道和社会轨道；行为者主要是竞争者、顾客和公共部门。但运用产业组织理论的结构—行为—绩效分析范式对我国服务市场竞争有效性进行判断后发现，我国有些服务业目前存在非有效竞争的情况，具体表现为过度竞争和垄断竞争。针对这些问题，本文提出通过设置恰当的壁垒，设立独立的监管机构以及建立健全相关法律法规等措施来提高竞争有效性，进而保证和提高我国服务业的服务质量。
英文摘要：	After reform and opening up, Chinese service sector has developed rapidly. The proportion of service sector in GDP has rose 23.9% in 1978 to 43.4% in 2009, the proportion in total employment also has rose 12.2% in 1978 to 34.1% in 2009. At the same time, a large number of service quality issues have arisen. The service quality issues were widespread, not the individual trade’s individual problem, name-brand companies also existed service quality issues, China National Consumers’ Association received the number of complaints about service quality rises year after year. Firstly, this thesis reviewed the history of the development of service sector in China. Then this thesis collected, analyzed, and summarized the transition of the service quality management theory and Chinese service quality issues from the words of policy, the words of media and the words of academic, through social constructivism. The research of this thesis found that the words of media always were the first to make the service quality issues public; then, the words of policy would react, but the words of policy showed a lag and deficiencies; the words of academic were relatively independent, enterprises want to improve service quality was a lot of academic researches’ hypothesis, researches’ main theme were how to evaluate the service quality? How to improve service quality? However, the current reality in China is that enterprises don’t attach great importance to service quality as scholars’ expect. Academic researches were disconnect with reality, could not solve the present Chinese service quality issues validly. Therefore, this thesis tried to explain and analyze the reason why these service quality issues existing from the perspective of the forces which drive service enterprises to improve service quality, and put forward some feasible solutions. This thesis argued that there were two types of driving forces: internal causes and external causes, internal causes include strategy, management, culture, employees and quality control department; external causes involve paths and behaviors, paths comprises service professional path, management path, technology path, system path and social path; behaviors include competitors, customers and the public sectors. But after judging the effectiveness of competition in domestic service trades, through industrial organization’s SCP analysis paradigm, this thesis found domestic service sector existed non-effective competition trade, such as excessive competition, monopolistically competition. To solve these problems, this thesis suggested that by setting up proper barriers, establishing independent regulatory agencies, establishing and perfecting relevant laws and regulations to improve the effectiveness of competition, and then ensure and improve service quality.
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