论文部分内容阅读
与实体产品不同,服务产品的质量属性无法用标准化的指标进行衡量,其质量评价由客户消费之后形成的价值感知决定,因此服务产品的质量管理体系应立足于客户价值感知形成的机理进行设计。基于此,本文提出通过提高服务企业价值创造系统的稳定程度和规范化水平来保证质量的观点,并将服务企业的价值创造系统划分为价值设计、价值提供和质量监控与支撑三个部分,分别从服务价值的标准化设计、价值提供过程的规范化运营以及质量监控与支撑手段等三个方面入手,探讨服务企业的产品质量管理问题。
Different from the physical products, the quality attributes of the service products can not be measured by standardized indicators. The quality evaluation of the service products is determined by the value perception formed by the customers after consuming. Therefore, the quality management system of service products should be designed based on the mechanism of customer value perception. Based on this, this paper puts forward the viewpoint of ensuring the quality by improving the stability and standardization of service enterprise value system, and divides the value creation system of service enterprises into three parts: value design, value providing and quality control and support. Standardization of service value design, standardized operation of value providing process, quality control and supporting measures, and so on, to discuss the product quality management of service enterprises.