摘要
识别出网约车存在的服务问题,然后基于TRIZ理论构建网约车服务的物场模型,界定服务问题并将其转化为TRIZ待求解问题,进而从76个标准解寻找合适解法,根据标准解法优化网约车服务蓝图,提出网约车服务创新方案。研究发现,网约车服务中存在政府监管与平台管理、司机素质与乘客安全、服务流程纠纷等问题,借助物场模型及其标准解法可以有效解决这些服务问题,并实现服务优化与创新。
This paper identifies the service issues of online car-hailing and constructs the substance-field model based on TRIZ. Then it defines the service issues and transform them into the problems to be solved by TRIZ. Further it extracts the appropriate solutions from the 76 standard solutions. And it optimizes the service blueprint of online car-hailing according to the standard solutions, and proposes the corresponding service innovation framework. Results show that in online car-hailing, there are some service issues, such as government regulation, platform management, drivers’ quality, passengers’ safety, and service process issues. By using substance-field model and its standard solutions, it can be effectively deal with these service issues, and achieve service optimization and innovation.
作者
左文明
朱文锋
陈钰冰
ZUO Wen-ming;ZHU Wen-feng;CHEN Yu-bing(School of Economics and Commerce,South China University of Technology,Guangzhou 510006)
出处
《软科学》
CSSCI
北大核心
2019年第8期120-125,132,共7页
Soft Science
基金
国家社会科学基金项目(16BGL190)。
关键词
物场模型
网约车
服务创新
分享经济
TRIZ
substance-field model
online car-haling
service innovation
sharing economy
TRIZ
