摘要
目的:为改善高铁餐饮服务体验,探讨PCN分析法在高铁餐饮服务设计中的应用。方法:运用PCN分析法梳理高铁互联网订餐服务中旅客同餐车服务、商家服务以及平台配送服务的多实体服务网络交互关系,分析现有流程环节中存在的问题。以配送环节的优化设计为例,采用PCN优化原则对其进行服务流程创新设计。结果:构建高铁互联网订餐服务的优化模型。结论:论文运用PCN分析法构建的高铁互联网订餐服务的优化模型,减少了顾客等待时间,节约商家的人力成本,有利于优化顾客的用餐体验,增加服务项目的经济效益。
Objective:In order to improve the catering service experience of high-speed railway,the application of PCN analysis method in catering service design of high-speed railway was discussed.Methods:PCN analysis method was used to analyze the multi-entity service network interaction between passengers,dining car service,merchant service and platform distribution service in high-speed railway internet ordering service,and the problems existing in the existing process were analyzed.Taking the optimization design of the distribution link as an example,PCN optimization principle is adopted to carry on the innovative design of the service process.Results:The optimization model of high-speed railway internet ordering service was established.Conclusion:The optimization model of high-speed railway internet ordering service constructed by PCN analysis method can reduce the waiting time of customers,save the labor cost of merchants,optimize the dining experience of customers and increase the economic benefits of the service project.
作者
麻芙毓
张莉立
MA Fu-yu;ZHANG Li-li(School of Architecture and Art,Central South University,Changsha 410000,China)
出处
《中小企业管理与科技》
2021年第5期109-111,共3页
Management & Technology of SME
关键词
PCN分析法
高铁互联网订餐服务
服务网络
PCN优化原则
服务设计
PCN analysis method
high-speed railway internet ordering service
service network
PCN optimization principle
service design
