摘要
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。
This paper analyzes how to identify and confirm the new service concepts from the perspective of customer orientation,and sets up the service concepts model based on QFD and the Kano theory. And then,it verifies the validity and feasibility of the model by an empirical study on garden center. Results show that,firstly,the model can effectively obtain customer demands and define new service concepts; sendly,it could reduce uncertainty in new service concepts development;thirdly,from customer orientation perspective,it needs to consider enterprise resources based on the developing new service concepts.
出处
《软科学》
CSSCI
北大核心
2015年第11期83-87,共5页
Soft Science
基金
国家自然科学基金项目(71472015)
中央高校基本科研业务专项资金项目(JGTD2013-08)
北京市海淀区支持核心区自主创新和产业发展专项资金项目(K2012003S)
关键词
新服务概念
顾客导向
质量功能展开
KANO模型
new service concepts
customer orientation
quality function deployment
Kano model
