摘要
本文根植于民航业,对照设定的研究框架,通过探索性案例分析,从分工、集成与界面三维度探究了服务模块化运行中的价值创造问题。研究发现:①无论是"小而精"而使价值裂变的分工,还是"大而全"而使价值捆绑的集成,都是促进民航业服务模块化价值创造的有效方式。②民航业服务模块化分工存在于服务产品模块化、服务流程模块化、服务对象模块化和服务职能模块化四大路径之中,它通过运营效率提高、价值发现、价值创新和服务归核化来实现价值创造;民航业服务模块化集成包括技术型集成、管理型集成、契约型集成和知识型集成四种形态,它通过价值管理来优化价值创造流程和发挥协同效能,进而实现价值创造。本文的结论:打造服务模块之间的界面,提高顾客感知价值和服务模块之间的信息融合度;串接服务模块,打通彼此间的价值传递通道;细化、补给、调整服务价值模块,构建服务模块化价值网络,由价值互动推进价值循环。
Rooted in the civil aviation industry, contrasting the set research framework, the problem of value creation in the process of operation of service module is explored form three dimension of division, integration and interface by exploratory case analysis. It is found that they are effective way promoting value creation of service modular in civil aviation regardless of small and fine division causing value fission or big and complete integration causing value bundle. It is also found that the process of small and fine of service modular in civil aviation industry lies in four paths of service product module, service process module, service object module and service function module, it promote create value by improving operational efficiency, value finding, value innovation and service refocusing. The way of service module integrated in civil aviation industry includes five forms of technology integration, management integration, contractual integration, and knowledge integration. Value creation process is optimized and synergistic effect is produced by value management, then create value. The conclusion given to civil aviation industry includes following three aspects： The first is to create the interface among service modules so as to improve customer perceived value and degree of service information integration among service modules; The second is to connect service module so as to get thought value transmission channel among them; The third is to refine, supply and adjust service value modular so as to construct service module value network and drive value interactive to value cycle.
出处
《中国工业经济》
CSSCI
北大核心
2012年第12期141-153,共13页
China Industrial Economics
基金
江西省社会科学规划基金项目"江西文化产业服务模块化价值网的价值创新机制研究"(批准号12GL11)
国家自然科学基金项目"内陆城市群生产性服务业空间集聚格局
机理与效应研究--以环鄱阳湖城市群为例"(批准号41261023)
"服务型制造项目网络治理的影响机理及机制设计研究--以大型客机产业为例"(批准号71263040)
关键词
服务模块化
价值创造
民航业
service modular
value creation
civil aviation industry
