从体验范式看精益服务模型构建——一项基于纵向案例的研究

发布时间：2018-07-16 17:42

【摘要】：实践证明,精益思想在服务行业具有很好的应用性,但相关理论研究并不是很充分。为探讨精益思想在服务企业中的运用与作用机制,文章通过对一家金融服务企业进行长期跟踪研究,创造性地引入服务体验范式,构建精益服务概念模型。所谓精益服务,指从顾客视角出发,以提供差异化服务、创造情感价值来满足顾客个性化需求为服务理念,通过员工组织支持、基于服务保障的组织建设、服务界面人性化等方式优化服务系统,整合服务资源,改进服务流程,并最终实现服务质量的持续改进。精益服务是一个多维度的构思,它包括顾客导向、基于服务保障的组织建设、员工组织支持、服务提供差异化、服务流程价值化、服务界面人性化等六个基本维度。同时,基于服务体验范式的精益服务通过关系机制和情感机制来推动服务质量的提升,其中关系机制有助于提高员工满意度,情感机制有助于提高顾客满意度。此外,由于员工满意度对顾客满意度提高的正面影响,精益服务所带来的员工满意度的提高也将对顾客满意度产生好的影响,从而进一步推动精益服务改进服务质量的总体效应。
[Abstract]:Practice has proved that Lean thought has a good application in service industry, but the relevant theoretical research is not very sufficient. In order to probe into the application and function mechanism of lean thought in service enterprises, this paper studies a financial service enterprise for a long time, and creatively introduces service experience paradigm to construct a conceptual model of lean service. Lean service refers to the service concept of providing differentiated services and creating emotional value to meet the individual needs of customers from the perspective of customers. Through the support of staff organizations, the construction of organizations based on service security, The service interface is humanized to optimize the service system, to integrate the service resources, to improve the service flow, and to realize the continuous improvement of service quality. Lean service is a multi-dimensional concept, which includes six basic dimensions: customer orientation, organization construction based on service security, staff organization support, service supply differentiation, service process value, service interface humanization, and so on. At the same time, lean service based on service experience paradigm promotes the improvement of service quality through relationship mechanism and emotional mechanism, in which relationship mechanism helps to improve employee satisfaction and emotional mechanism helps to improve customer satisfaction. In addition, due to the positive effect of employee satisfaction on customer satisfaction, the improvement of employee satisfaction brought by lean service will also have a good impact on customer satisfaction. Thus further promote the overall effect of Lean service improvement service quality.
【作者单位】：天津城建大学经济与管理学院;南开大学经济与社会发展研究院;
【基金】：国家社科基金重点项目“我国现代服务业发展战略研究”(项目编号:08AJY009) 中国博士后科学基金项目“我国知识密集型服务产业的精益化创新驱动机制研究”(项目编号:2013M530867)的部分研究成果
【分类号】：F719

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