基于服務(wù)鏈理論的現(xiàn)場(chǎng)服務(wù)管理研究.pdf

1、西南交通大學(xué)碩士學(xué)位論文基于服務(wù)鏈理論的現(xiàn)場(chǎng)服務(wù)管理研究姓名：牛玉君申請(qǐng)學(xué)位級(jí)別：碩士專(zhuān)業(yè)：管理科學(xué)與工程指導(dǎo)教師：賈志永20071001西南交通大學(xué)碩士研究生畢業(yè)論文第lI頁(yè)AbstractAlongwithsocialandeconomicaldevelopment，thecompetitioninmarketbecomefuriousPeople’SdemandpresentsdiversethetendencyInorderto

2、gainmorecommercialopportunities，moreandmoreenterprisesbegantobreakthetraditionalmanagementpattern，theygetoutoftheoffice，changeafixedplaceofbusiness，throughavarietyofpossibleattemptstoapproachcustomersDuringvariouslocatio

3、n，theyprovidecustomerswithvariousserviceonspotMoreandmoreenterprisespayattentiontothistypeofservicebecauseofitsadvantageinmarketBasedonthesupplychain，service，andmanagementofservicechainrelatedtheory。thepaperfocusonthedef

4、inition，classification，characteristicsandadvantagesoftheserviceonspot，andanalysesdevelopmentdirection，problemsandcausesGenerallyspeaking，thereexistsproblemssuchaslowerserviceproductivity，qualityofserviceonspotanddifficul

5、tiesofevaluationonstaffProposedimprovingtheserviceonpotthroughtusingtheinformationtechn0109y，strengtheningtheperishablemanagement，claimingregulationtoservicequalityandassessmentinordertoguaranteesthestabilityofserviceons

6、potThroughsetingupthehumanityserviceideastoenhancestaffandcustomer’SsatisfactionFinallythepaperdiscussitssuperiorityandapplicationinmarketThepaperhasanalyzedtherelationshipbetweenservicechainandtheservice，andidentifiedth