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  

The Innovative Research of Lean Thinking in Service From the Perspective of Service Experience Paradigm——The Lean Service Model based on a Longitudinal Case Study

作　　者：王潇[1,2] 王迎军[2] 

机构地区：[1]天津城建大学经济与管理学院,天津市300384 [2]南开大学经济与社会发展研究院,天津市300071

出　　处：《中国流通经济》2014年第8期77-85,共9页China Business and Market

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

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。The practice indicated that lean thinking can be used in service industry,however,the related theoretical study cannot provide a clear map to the lean service. This research,based on a longitudinal case study on a financial company, integrating service experience paradigm with lean thinking,set up a concept model of Lean Service,which believed that Lean Service was based on the customer perspective,taken service differentiation and positive emotional experience as the service concept,integrated service resource and improved service process so as to increase service quality by employee support, organizational construction,and service interface hommization. Lean Service was a multi-dimensional concept,including six dimensions,such as:customer perspective,differentiating service offering,valuing service process,humanizing service interface,employee support from organization,and organization construction based on service guarantee. Besides,because of the positive impact of employee satisfaction on the improvement of customer satisfaction,the improvement of employee satisfaction brought by lean service will have good impact on the improvement of customer satisfaction,which will further enhance the overall effect on the improvement of service quality.

关 键 词：精益服务 服务体验范式 精益思想 情感机制 关系机制 

分 类 号：F272[经济管理—企业管理]