服务证据研究综述与展望  

A Literature Review of Service Evidence

作　　者：左文明[1] 王旭[1] 陈欣[1] 

机构地区：[1]华南理工大学经济与贸易学院,广东广州510006

出　　处：《经济管理》2014年第9期190-199,共10页Business and Management Journal ( BMJ )

基　　金：国家自然科学基金重大项目"网络环境下的服务运作管理研究"(71090403/71090400);中央高校基本科研业务费项目"电子商务服务设计与管理研究"(2014HQPY04)

摘　　要：本文通过总结服务流程设计、服务质量管理的相关研究,对服务证据进行全面回顾与综述。详细地讨论了服务证据的定义、服务证据在服务流程设计中的作用、服务证据对服务质量的影响和服务证据的管理。研究结论表明,在服务科学的研究中,服务证据是重要的研究主题;作为服务过程中有形的、能被顾客真实感知的物件,它对服务质量存在显著的影响;服务证据的设计是服务流程设计的重要环节。在此基础上,对未来关于服务证据的研究进行了展望:服务证据对顾客心理的影响机制、服务证据的设计方法、有形服务证据与无形服务要素的关系等是未来研究的方向,并且讨论了电子商务环境下的服务证据设计与管理。In service science, although service evidence has been an important topic, few authors have taken on the task of summarizing the results of a systematic review of the literature on this topic. This study attempts to fill this gap by tracing the history of studies on service evidence. By using content analysis, this study offers an in-depth literature review on service evidence, including servicescape, service design, service quality, and customer behav- iour. In this paper, we conduct a systematic review of service evidence by summarizing the related researches on service process design and service quality management. And we discuss the related toptics in detail including the definition of service evidence, the role of service evidence in the service process design, the influence of service evi- dence on service quality, and the management of service evidence. With the development of relevant service studies, certain studies concerned with service evidence ap- peared. And the definition of service evidence also changed continuously. These studies investigated （ 1 ） the perspec- tive of service design （ 2 ） the perspective of customer interaction, and （ 3 ） comprehensive management perspec- tive. With the conclusion of related studies, service evidence is mainly defined from a broader aspect as ＂tangibles that customers are exposed to that can influence their quality perceptions＂. Service evidence research originated from service design research. In the widely used technique of blueprinting for service design, service evidence is the tangible manifestation of service that appears above the ＂line of visibility＂ in a service blueprint. During the process of service design, service evidence is always the final task. Service evi- dence needs to be designed according to certain service factors, including the service characteristics and goals, re- source efficiency and room required, flexibility, safety and aesthetic factors. From a macroscopic perspective of cus- tomer relationship management, we

关 键 词：服务证据 服务设计 服务质量 服务科学 电子商务 

分 类 号：F719[经济管理—产业经济]