服务业前后台运作对新服务开发影响的研究综述  

A Review on the Impact of Front/Back Office to New Service Development

作　　者：李靖华[1] 沈夏燕[1] 马鑫[1] 

机构地区：[1]浙江工商大学技术与服务管理研究中心,浙江杭州310018

出　　处：《科技管理研究》2012年第23期130-134,共5页Science and Technology Management Research

基　　金：国家自然科学基金面上项目"新服务开发的前后台知识转移机制及其管理策略研究:知识密集型服务业案例"(70972136)

摘　　要：由于需求多样化、竞争全球化,服务业面临着越来越大的压力,急需通过新服务开发来吸引顾客,但是20世纪90年代出现的前后台分离使得新服务开发更加复杂化。在这样的现实引导下,首先从概念和开发流程来梳理新服务开发的涵义,然后剖析在前后台运作下新服务开发的复杂情况,主要从内外部影响因素和知识管理两个个视角入手,最后总结出前后台运作在分工明确的同时给新服务开发带来对顾客需求认知不全面等障碍。Due to the diversity of demand and globalization of competition, the pressure of service companies increases rapidly, which leads to more new service development （NSD）. However, NSD has become complicated after front/back office process emerged in 1990s. In this review, we sorted the NSD in the view of definition and developed process firstly. Then, we analyzed the complex situation of NSD with front/back office operation, including inside and outside impact factors and knowledge management. Finally, we generalized that front/back office operation resulted in the labor division in services and incomprehensiveness of demand in NSD.

关 键 词：服务管理 新服务开发 综述 前后台 知识管理 

分 类 号：F719[经济管理—产业经济]