多元服务价值视角下的服务企业效率评价研究

发布时间：2017-12-26 23:07

本文关键词：多元服务价值视角下的服务企业效率评价研究　出处：《广西大学》2016年硕士论文　论文类型：学位论文

【摘要】：近十年,我国第三产业迎来了蓬勃的发展,作为第三产业的代表,服务业的重要程度不言而喻,而面对快速发展的同时,服务企业的服务效率不高的问题也日渐凸显,其服务效率问题的存在也在很大程度上制约了服务企业的发展。同时,研究服务效率,其主要目的是研究服务价值最大化,由于服务业产品具有无形性、易变性、易消逝性和生产消费的不可分割性等特点,决定了研究服务价值,不能忽视顾客、投资者、合作商等其他利益相关者价值的影响。根据上述情况,本文基于对现有研究的归纳和总结,进行了如下三个方面的研究：第一,从多元服务价值视角出发,构建了服务企业效率评价模型。通过分析服务企业的多元服务价值的概念、构成及多元价值主体间的关系,构建了服务企业的多元服务价值模型；并进一步将企业的多元服务价值看做是企业从初始投入到最终产出过程的中间产物,有机的将全过程划分为两个子阶段,即构建了适用于服务企业的效率评价模型。第二,将基于SBM的网络DEA模型、DEA窗口分析方法、超效率DEA模型引入服务企业效率评价模型中。对于多指标投入、多指标产出的问题而言,DEA分析方法有着能降低误差、避免主观因素的干扰等优点,但传统的DEA模型仍然存在一定的不足和缺陷,针对这一情况,本文选用了基于SBM的网络DEA模型,并将DEA窗口分析法和超效率DEA模型引入,形成了适用于多元服务价值视角的服务企业效率评价的评价模型。第三,以32家旅游服务上市企业为样本进行了实证分析。以旅游服务企业为例,首先对本文构建的服务效率评价模型进行验证,其次对旅游上市企业的服务效率现状进行了分析,并给出了相应的对策和建议。
[Abstract]:For nearly ten years, the third industry of our country has a rapid development, as a representative of the third industry, the degree of importance of the service industry is self-evident, but with the rapid development of the service at the same time, the problem of low efficiency has become more prominent, the service efficiency of the problem also restricts the development of service enterprises to a great extent. At the same time, study on the efficiency of the service, its main purpose is to study the maximization of the value of services, because the service product is intangible, changeable, and easy to die production and consumption of the indivisible, decided to study the service value, can't be ignored customers, investors, partners and other stakeholders value. Based on the above situation, based on the induction and summary of the existing research, the following three aspects are studied: first, from the perspective of multiple service value, we build a service enterprise efficiency evaluation model. Through the analysis of relationship between concepts, service enterprises diversified service value and multi value between subjects, build up a multi service value model of service enterprise; and further the enterprise multi service value as intermediate products from the initial input to the final output process of the enterprise, the organic whole process will be divided into two sub stages. Establishes efficiency evaluation model for service enterprises. Second, the network DEA model based on SBM, the DEA window analysis method and the super efficiency DEA model are introduced into the efficiency evaluation model of the service enterprise. For multi input, multi output index index problem, a DEA analysis method can reduce the error and avoid the subjective factors and other advantages, but the traditional DEA model still exist some shortcomings and defects, in view of this situation, this paper chooses DEA network model based on SBM, and introduce the analysis method of DEA the window and the super efficiency DEA model, formed the evaluation service enterprise efficiency for diverse service value from the perspective of the model. Third, the empirical analysis was conducted with 32 listed companies in tourism service. Taking tourism service enterprises as an example, first of all, the service efficiency evaluation model built in this paper is verified. Secondly, the present situation of service efficiency of listed tourism enterprises is analyzed, and corresponding countermeasures and suggestions are given.
【学位授予单位】：广西大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：F224;F719

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