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从顾客导向视角研究新服务概念的开发和确认机理,构建了基于质量功能展开法和Kano理论的服务概念确认模型,并以花园中心为研究背景进行实证检验,验证了模型的有效性与可行性。结果表明:研究模型可准确获取顾客需求并进行新服务概念定义;该模型可有效降低新服务概念开发的不确定性;基于顾客导向视角的新服务概念开发决策需要考虑企业的资源条件。
From the perspective of customer orientation, this paper studies the mechanism of developing and confirming the concept of new service, builds a service concept confirmation model based on quality function expansion method and Kano theory, and empirically tests the garden center as the research background to verify the validity and feasibility of the model . The results show that the research model can accurately capture customer needs and define new service concepts. This model can effectively reduce the uncertainty of new service concept development. The new service concept development decision based on customer orientation needs to consider the resource conditions of enterprises.