过程服务生产力测评框架研究  

On the Process-based Framework for Measuring Service Productivity

作　　者：张金成[1] 王立文[1] 

机构地区：[1]南开大学商学院,天津300384

出　　处：《现代财经（天津财经大学学报）》2007年第1期50-53,共4页Modern Finance and Economics：Journal of Tianjin University of Finance and Economics

基　　金：国家自然科学基金资助项目:(70472053)服务企业生产力及其决定因素研究--基于企业-顾客互动过程的生产力观的系列研究成果。

摘　　要：生产力的传统定义是投入与产出之比,其测评往往仅考虑生产过程的两端。这里所暗含的假设是:企业内部生产过程是黑箱,生产力指标只与两个终端相关。如果立足于服务生产的过程特性,将观察视角从终端测评转移到过程测评,那么就可确定基于过程的服务生产力测评框架以及基本路径。The traditional definition of productivity is the ratio of output to input. This concept just considers two terminals of the production, and implies that the production in an enterprise is a black - box and the productivity indicator is just related to the two terminals. The authors divert the perspective of productivity from terminal measurement to process measurement, and provide a framework for and the essential paths to service productivity measurement based on process. This paper belongs to the research project funded by the national natural science foundation（70472053）.

关 键 词：服务生产力 终端测评 过程测评 基于过程服务生产力测评框架 

分 类 号：F272[经济管理—企业管理]