从服务体验范式分析精益思想在服务企业中的创新应用  

The Innovative Research of Lean Thinking in Service from the Perspective of Service Experience Paradigm

作　　者：王潇[1] 王迎军[1] 

机构地区：[1]南开大学经济与社会发展研究院,天津300071

出　　处：《软科学》2015年第6期94-98,共5页Soft Science

基　　金：国家社会科学基金重点项目(08AJY009);中国博士后科学基金项目(2013M530867)

摘　　要：引入服务体验范式,通过案例研究,分析了精益服务在服务企业中的创新应用,识别了顾客价值创造精细化、员工组织支持传统化、服务提供差异化、服务流程化与系统价值化、创新与学习持续化5个精益服务维度,构建了精益服务模式下的人本机制和情感机制。From the perspective of service experience paradigm, this paper has an innovative research of lean thinking based on case study of service companies. It sets up a concept model of lean service, which includes five dimensions, such as ： elaborating customer value, employee support from organization, differentiating service offering, valuing service process and system, and sustainable innovation and learn, and identifies the humanism mechanism and emotional mechanism of lean service.

关 键 词：精益服务 服务体验范式 人本机制 情感机制 

分 类 号：F719[经济管理—产业经济]