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| 论文编号： | 3512 | |
| 作者编号： | 1120080719 | |
| 上传时间： | 2011/6/20 9:20:05 | |
| 中文题目： | 基于医疗行业的服务情感价值研究 | |
| 英文题目： | Service Emotional Value Study Based on Healthcare | |
| 指导老师： | 白长虹 | |
| 中文关键字： | 关键词：服务 情感价值 医疗行业 满意度 | |
| 英文关键字： | Keywords: Service Emotional Value Healthcare Satisfaction | |
| 中文摘要： | 中文摘要 情感是满意的根本特征，在满意度调查中应当包含情感的独立问项。在服务营销领域中，关于满意的研究已非常普遍，尤其是对顾客满意度的测量，往往成为企业评价绩效、改进质量和提升服务水平的重要依据。然而，一个值得我们研究关注的问题是，无论在业界还是学界，大部分服务管理者和研究者们把关注的焦点集中在人们对服务的认知态度上，笼统的对服务结果做出满意或是不满意（程度）的判断，而忽略了服务交互过程中的情感问题。服务业发展至今，随着社会进步和人们生活水平的大幅度提升，服务基本功能的满足已无法为顾客需求带来显著而持续的改进，在新的服务分类方式中，与标准服务相区别的精益服务倡导的正是“以情感价值为核心”的服务理念，为服务的研究和实践打开了一个全新的视角。那么服务中的情感要素究竟有着什么样的内涵属性？它们又是如何在服务的交互过程中进行传递和作用的呢？本研究正是带着这样的疑问对服务情感价值的内涵属性及其作用机理展开了层层深入的探讨。 | |
| 英文摘要： | Abstract Emotion is the essential feature of satisfaction which should be contained independent emotional questionnaire in the satisfaction survey. In the service marketing field, the researches on satisfaction are very prevalent, especially on the measurement of customer satisfaction, which have become a significant basis for enterprise evaluation performance, to improve quality and enhance service level. However, there is a problem worthy of concern in both industrial and academic fields, most managers and scholars just focused on the people to the service cognitive attitudes, general satisfaction or not satisfied results while making the judgment, and ignored service interaction process of emotional problems. As service develops, along with the enhancing of social progress and people living standard, service basic functions has been unable to meet customer requirements or to bring significant and continuous improvement. According to the new service classification, “Fine service”, different from standard service, advocates “taking emotional value as the core", which opens a brand-new Angle for study and practice. So what are the emotional elements of service? What is connotation attribute? What will they do to transfer and role in service interaction process? This research with such doubt the connotation of sentimental value of services and its mechanism of attribute launched. | |
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