基于扎根理论的中国优秀服务企业共性研究
发布时间：2018-08-14 19:39
【摘要】：随着全球经济结构正在向服务经济转变，服务业在各国经济中扮演着越来越重要的角色，甚至服务业的发展水平已经成为衡量国家竞争力的重要标志之一。我国服务业起步较晚，发展水平滞后，不仅服务业在GDP中所占份额远低于发达国家，服务业的从业人数甚至低于发展中国家的平均水平。为了促进我国服务业健康发展，寻找到适用于我国服务型企业提高服务水平的有效管理措施将成为一项重要的研究课题。 在全球经济的舞台上，有很多以提供高品质的服务而享誉国际的服务型企业，例如迪士尼乐园、利兹卡尔顿酒店、万豪国际等，，他们的管理模式和方法不仅成为众多企业争相学习和效仿的对象也在很大程度上促进了西方国家服务业的发展。为了寻找到中国的“迪士尼”、“利兹卡尔顿”和“万豪国际”，并了解其获得服务成功的“秘诀”，本文首先选出了五家在各自行业具有代表性的优秀服务企业，而后通过利用扎根理论探索得到这些优秀服务企业的四点共性：以客户为中心、服务管理、服务创新和具有业社会责任，最后以中国移动通信集团为例，使用调查问卷法采集到了众多顾客对于中国移动通信集团该四项内容与服务结果的量化评价，经过数据整理与分析验证了该四点特性与服务结果（顾客满意度、顾客感知服务质量及企业口碑）的正向相关关系。
[Abstract]:With the transformation of the global economic structure to the service economy, the service industry plays a more and more important role in the national economy, and even the development level of the service industry has become one of the important symbols to measure the national competitiveness. China's service industry starts late and lags behind the development level. Not only the share of service industry in GDP is far lower than that in developed countries, but also the number of service industry employees is lower than the average level of developing countries. In order to promote the healthy development of China's service industry, it will become an important research topic to find effective management measures suitable for our country's service-oriented enterprises to improve their service level. On the stage of the global economy, there are many internationally renowned service enterprises for providing high-quality services, such as Disneyland, Leeds Carlton Hotel, Marriott International, etc. Their management models and methods not only become the object of many enterprises to learn and emulate, but also promote the development of service industry in western countries to a great extent. In order to find out the "Disney", "Leeds Carlton" and "Marriott International" in China, and to understand the "secret" of their success, this article first selected five excellent service companies that are representative in their respective industries. Then through the application of rooted theory to explore the four commonalities of these excellent service enterprises: customer-centered, service management, service innovation and social responsibility. Finally, take China Mobile Communications Group as an example. The quantitative evaluation of the four contents and service results of China Mobile Communications Group has been collected by using the questionnaire method, and the four characteristics and service results (customer satisfaction degree) have been verified by data collation and analysis. Customer perceived quality of service and corporate reputation) positive correlation.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F279.23;F719
本文编号：2183922
[Abstract]:With the transformation of the global economic structure to the service economy, the service industry plays a more and more important role in the national economy, and even the development level of the service industry has become one of the important symbols to measure the national competitiveness. China's service industry starts late and lags behind the development level. Not only the share of service industry in GDP is far lower than that in developed countries, but also the number of service industry employees is lower than the average level of developing countries. In order to promote the healthy development of China's service industry, it will become an important research topic to find effective management measures suitable for our country's service-oriented enterprises to improve their service level. On the stage of the global economy, there are many internationally renowned service enterprises for providing high-quality services, such as Disneyland, Leeds Carlton Hotel, Marriott International, etc. Their management models and methods not only become the object of many enterprises to learn and emulate, but also promote the development of service industry in western countries to a great extent. In order to find out the "Disney", "Leeds Carlton" and "Marriott International" in China, and to understand the "secret" of their success, this article first selected five excellent service companies that are representative in their respective industries. Then through the application of rooted theory to explore the four commonalities of these excellent service enterprises: customer-centered, service management, service innovation and social responsibility. Finally, take China Mobile Communications Group as an example. The quantitative evaluation of the four contents and service results of China Mobile Communications Group has been collected by using the questionnaire method, and the four characteristics and service results (customer satisfaction degree) have been verified by data collation and analysis. Customer perceived quality of service and corporate reputation) positive correlation.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F279.23;F719
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