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论文编号：	597
作者编号：	2120062017
上传时间：	2008/6/20 0:10:04
中文题目：	高接触型服务企业服务传递系统设
英文题目：	Research on Design of Service
指导老师：	李季
中文关键字：	高接触型服务企业 服务传递系统<
英文关键字：	High Contact Service Enterpris
中文摘要：	在服务管理研究领域，贝利的差距模型一直是研究服务质量的经典工具，而差距模型中的决定服务质量的第四项差距是服务传递与顾客感知的差距。顾客直接参与服务给服务带来的不确定性使得高度接触的服务相比中低度接触的服务更加难以管理。Lovelock对高度接触服务有过具体的定义，本研究把这一定义扩展到企业，以高接触型服务企业作为研究范围来研究服务传递系统设计，重点研究了高接触型服务企业的特征与现状，并分析了高接触型服务企业服务传递系统的前台与后台的设计要素，提出服务前台应该以核心服务产品的优势化、服务人员的整体形象个性化、服务过程的专业化、服务场所的整体氛围个性化和服务设施个性化五个方面进行设计，服务后台应该以前后台交接过程的标准化、后台运营程序的标准化、后台提供产品的标准化以及后台支持设施的标准化四个方面进行设计。 在此基础上，本研究在对服务包、服务系统与服务设计方法进行整合的基础上提出了高接触型服务企业服务传递系统设计模式，把服务设计方法应用到服务传递系统的各个部分，以此来指导服务传递系统设计。同时，本研究在对该模式的实施进行了分析，提出了该模式实施的步骤以及对该模式运行的评价标准。 本研究提出了高接触型服务企业中的专业服务存在着隐形的服务后台。这样的后台是在服务发生之前或者同时，服务人员自身进行的一系列知识储备和服务组织提供的培训活动，这样的服务，其前台服务人员和后台服务人员是同一人员。 本研究的主要成果是高接触型服务企业服务传递系统设计模式的提出。该模式以直观的方式揭示了服务传递系统和服务设计方法之间的关系，以及服务设计方法在服务系统中应用的范围。这种新的视角将为服务企业的管理实践提供一定的指导和帮助。
英文摘要：	In the service management field, the gaps model which is proposed by Berry is a classic tool in service quality research. In this gaps model, the Fourth Gap is the gap between the quality of service delivery and the customer perception. The uncertainty which brings by direct customer involvement in service process makes the high-contact service more difficult to manage than the medium and low level service contact. Lovelock had a specific definition in high contact service, this study extends the definition to enterprises, takes high-contact service enterprises as the scope of the study to do research in service delivery system design. The research focus is the characteristics and the status quo of high-contact service enterprises, with the analysis of the front office and back office design elements And this study brings forward that the front office design should be carried out from five aspects: the advantage of core services, individuation of the image of the service stuff, specialization of the service processes, individuation of the overall atmosphere and the facilities. The back office design should be carried out from four aspects: standardization of the connection between front office and back office, standardization of the back office operation, standardization of the providing products and the supporting facilities. On the basis of the above analysis, this study has proposed High Contact Service Delivery Mode in service enterprises on the basis of the integration of the service packages, service design methods to apply the service design methods in different parts of the service delivery system and give some instructions to service delivery system design. At the same time, this study gives the procedures and evaluation standardizations under the analysis of the implementation of this mode. This study creatively puts forward that there is an invisible service back office in the professional services of high-contact service enterprises. In this invisible back office means that before or at the same time of the service, service personnel conducted a series of their own reserves of knowledge and training activities of service organizations. And front office personnel and the back office personnel are the same group of people. The main result of this study is the proposal of High-Contact Service Delivery mode in service enterprises. This mode reveals the relations between service delivery system and service design methods and the scope of the application in a direct way. This bran-new vision will give some guide to the managerial practices of service enterprises.
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