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论文编号：	9251
作者编号：	2120142607
上传时间：	2017/6/14 16:27:01
中文题目：	N早教中心运营改善策略与实施研究——基于服务价值链视角
英文题目：	Research on the Operation Improvement Strategy and its Implementation of N Early Education Center from the Perspective of Service Value Chain
指导老师：	吕峰
中文关键字：	服务价值链；员工忠诚度；顾客满意度
英文关键字：	service value chain; employee loyalty; customer satisfaction
中文摘要：	伴随中国经济的快速发展，中国“二胎”政策的全面实施，教育起跑线已经开始前移，越来越多的机构、组织和家庭对婴幼儿早期教育的培养开始关注。我国的早期教育起步虽晚，早教机构水平参差不齐，对于教育机构的质量评价也未能有专业的组织和机构来定义，但发展迅速的早期教育机构如雨后春笋般林立，早教市场的竞争也变得异常激烈。中国家庭在选择早期教育机构时除了考察早教机构的教育环境、师资水平、课程设置、服务质量之外，“口碑介绍”成为了一个非常重要的参考因素，只有顾客满意，才会口口相传。因此，作为教育服务型机构，在竞争激烈的早教市场环境中，谁拥有更多的高满意度客户，谁其实就拥有了最核心的竞争力。 N早教中心作为服务型的教育企业，不仅要立足于教育产品即课程的更新和品质保证，更要通过不断提高自身的运营能力，保障企业能够持续盈利，提高企业的核心竞争力。本文对N早教中心采用线上家长问卷、员工访谈等形式，深入N早教中心进行调研和运营现状分析，对N早教中心需改善和亟待解决的运营问题进行诊断。通过对服务价值链理论的研究，即企业盈利、顾客忠诚、员工忠诚之间存在一条循环作用的闭合链，顾客忠诚度决定企业盈利能力，顾客满意度是顾客忠诚度的基础，员工忠诚度决定员工生产力，员工满意度是员工忠诚度的基础，基于服务价值链视角，对N早教中心进行运营改善研究并搭建了一系列运营改善策略。
英文摘要：	With the rapid development of China's economy and the full implementation of "second child" policy, education starting line is migration, more and more attentions are paid on the early education of infants and young children. There are many early education institutions in China. However, their teaching qualities are differentiated. Since the lack of acknowledged quality evaluation method on early education institution, word-of-mouth referrals were always treated as the most important reference factor in the selection of early education institution. It should be emphasized that public praises are built on the base of customer satisfaction. N early education center as a service education enterprise, not only to base on the education products update and quality assurance, through improve the operation ability continuously, to keep company profit, improve the enterprises competitive. This text uses online parents questionnaire and employees interview for N early education center. Based on the research of the service value chain theory, the corporate profitability, customer loyalty, employee loyalty is a role of circulation, corporate profitability depends on customer loyalty, customer satisfaction is basis of customer loyalty, employee productivity depends on employee loyalty, employee satisfaction is the basis of employee loyalty. Based on the perspective of service value chain, research on the operation improvement strategy and its implementation of N early education center.
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