摘要
根据系统科学原理,构建了一个定量评价服务接触的模型,并采用基于顺序统计量的优序评价法对服务接触进行排序和分类,为区分服务接触水平、优化服务资源配置打下基础。研究结果表明:1)该模型得到的服务接触水平评价结果和传统概念模型相一致;2)优序法可以有效地应用于服务接触水平划分过程,为服务生产和传递过程的设计以及服务营销策略的制定提供了量化的、科学的依据。
Based on system science principles, an evaluation model is constructed to numerically service contact. The new order method which adopts the rank of sequential statistics to determine the value of prior-order is adopted to rank and classify service contact. The taxonomy offers a new perspective to optimize service resource deployment. Results show that the model can produce accurate ranking that is similar to qualitative analysis and that the new method can be effectively used to determine the service contact level of an industry. It may provide quantitative and scientific basis to design service production and delivery process and to choose marketing strategy.
出处
《工业工程》
2007年第1期68-71,共4页
Industrial Engineering Journal
基金
国家自然科学基金资助项目(70572106)
关键词
优序法
服务接触
服务分类
指标设计
顺序统计量
order method
service contact
classification
index design
sequential statistics
