论文部分内容阅读
为了便于管理与控制,同时也为了企业效率的提升,标准化已经逐渐成为提升管理效率的重要途径。不少服务企业也逐渐把标准化手段纳入其管理的重要内容,然而客户需求的个性化使得标准化管理难以保证客户满意与忠诚。随着消费者需求层次的提升,个性化诉求日益凸显,异质化逐渐成为企业运营的主导。本研究聚焦标准化与异质化的矛盾,对现有的双元性研究进行了批判性回顾并对未来的研究进行了展望。
In order to facilitate the management and control, but also to enhance the efficiency of enterprises, standardization has gradually become an important way to improve management efficiency. Many service companies are gradually incorporating standardized means into their management of important content, but the individual needs of customers make standardized management is difficult to ensure customer satisfaction and loyalty. With the improvement of the level of consumer demand, personalized demands have become increasingly prominent, heterogeneity has gradually become the dominant business operations. This research focuses on the contradiction between standardization and heterogeneity, and makes a critical review of the existing duality studies and prospects future research.