远程教育服务论纲

发布时间：2018-05-19 21:26

本文选题：服务 + 远程教育　；参考：《华南师范大学》2007年博士论文

【摘要】： 在全球服务产业迅速崛起，尤其是国家大力发展现代服务业的历史背景下，远程教育领域对“服务”的关注也正与日俱增。远程教育具有“工业化”的特征，并伴有教材等有形产品的提供和使用，但其基本产出仍然是教育服务，其核心价值产生于远程教育院校、校外学习中心的教学管理人员(服务人员)和学员(顾客)之间的一系列互动中。因此，远程教育隶属于服务业，遵循服务产业的基本规律，服务是远程教育的产业本质，本研究以此为前提，从服务的视角出发，采用演绎推理的方法，将服务产业相关理论引入远程教育领域，并辅以个案研究和行动研究来对演绎而来的远程教育服务相关理论进行实践验证，从而初步构建了一个以远程教育的“准公共产品”服务观为认识基础，以远程教育服务系统观、质量观、效益观为核心的远程教育服务理论体系框架： 1．远程教育服务产品观。远程教育服务产品兼有公共产品和私人产品的特征，是“准公共产品”，它的组成十分丰富，除教学服务外，还包含了以提高教学服务质量为目的，组织提供的管理服务、设施服务、校园文化服务、特殊学生群体服务等。上述各项服务都可以分解为“显性服务”要素、“隐性服务”要素、“物品”要素和“环境”要素四部分，这些要素的有机结合构建了远程教育的完整服务产品。 2．远程教育服务系统观。远程教育服务系统包括“顾客”、“服务人员”、“服务互动”、“设施设备与环境”四个要素，它们共同实现着远程教育服务，并缔造远程教育的完整服务产品。服务人员和顾客分别是远程教育服务的提供方和消费方，设施设备与环境是服务发生所依存的外界条件，服务互动是远程教育服务系统的核心和联系其他要素的纽带，在某些时候，设施设备甚至直接与顾客发生交互，形成服务互动。 3．远程教育服务质量观。远程教育服务质量是远程教育组织满足包含学员、家庭、用人单位、社会等在内的顾客需求的程度。它包括结果质量、过程质量和“非预期”质量三个部分。远程教育服务质量管理体系的构建必须坚持ISO9000标准的八大原则(以顾客为关注焦点、领导作用、全员参与、过程方法、管理的系统方法、持续改进、基于事实的决策方法、与供方互利的关系)，并应用文件方法实现对“管理职责”、“资源管理”、“服务实现”、“测量、分析和改进”四大过程的管理。 4．远程教育服务效益观。远程教育不以营利为目的，就整个行业而言，属于非营利性服务业，但行业内部营利性与非营利性组织共存，分别具备相应的服务效益特点。其成本包括中间消耗、固定资产折旧和劳动消耗三部分，，具有固定资产折旧和中间服务消耗项目多、金额大，可变成本复杂等特点；其收益有组织收益、私人收益和社会收益之分，具有显著的长效性、外溢性、即时性。本研究的主要创新体现在：1．视角创新。论文从服务的视角出发，为我们认识远程教育、理解远程教育、研究远程教育、改革远程教育提供了一个全新的视角。2．理论创新。本研究初步构建了一个以系统、质量和效益为核心的远程教育服务理论体系框架，是继远程教育工业化理论之后，从产业角度解读远程教育，系统提出理论观点的研究。3．方法创新。本研究将哲学领域学理性研究的基本方法——演绎法规范应用于教育领域，在方法上具有开创性。本研究体现时代精神，对于我国“十一五”国家教育部和科技部“现代服务业”相关课题研究具有重要的支持价值，在丰富远程教育理论的同时，对实践具有直接、积极的指导意义。
[Abstract]:In the background of the rapid rise of global service industry , especially in the historical background of developing modern service industry energetically , the focus of distance education has been increasing with the times . Distance education has the characteristics of " industrialization " and is accompanied by the provision and use of physical products such as teaching materials , but its basic output is still education service .

1 . The distance education service product is characterized by both public goods and private products . It is a " quasi - public product " . Its composition is very rich . Besides the teaching service , it also includes management service , facilities service , campus culture service , special student group service , etc .

The distance education service system includes four elements of " customer " , " service personnel " , " service interaction " , " facility equipment and environment " . The service personnel and customers are the providers and consumers of the distance education service . The service interaction is the core of the distance education service system and links with other elements . In some cases , the facility equipment even directly interacts with the customer to form the service interaction .

3 . The quality of service quality of distance education is the degree of service quality of distance education . The quality of service of distance education is three parts : quality of result , process quality and " unexpected " quality . The construction of the quality management system of distance education must adhere to the eight principles of ISO9000 standard ( the relationship between customer focus , leadership , overall participation , process method , management system method , continuous improvement , decision - making method based on facts , mutual benefit with suppliers ) , and application of document method to manage the four processes of " management responsibility " , " resource management " , " service implementation " , " measurement , analysis and improvement " .

4 . Distance education service is not profit - oriented . Distance education is not for profit - profit . For the whole industry , it belongs to the non - profit service industry , but it has the corresponding service benefit characteristics . Its cost includes three parts : intermediate consumption , depreciation of fixed assets and labor consumption , which has the characteristics of fixed asset depreciation and intermediate service consumption , large amount , complicated variable cost , etc .
Its advantages are organization income , private income and social income , which has obvious long - term effect , overflow and temporality .

The main innovations of this study are : 1 . From the perspective of service , this paper provides a new perspective for us to understand distance education , understand distance education , study distance education and reform distance education . Based on the theory of distance education industrialization , this paper constructs a system frame of distance education service theory based on system , quality and benefit , which is the research of the theory viewpoint of distance education and system from the perspective of industry . This study applies the basic method of philosophical field science research into the field of education , and has the originality in the method .

This study embodies the spirit of the times , and has important support value for the research of " the Eleventh Five - Year Plan " and " modern service industry " of the Ministry of Science and Technology .
【学位授予单位】：华南师范大学
【学位级别】：博士
【学位授予年份】：2007
【分类号】：G434

【引证文献】