摘要
基于流程设计的服务性企业分类,分析高度标准化服务与高度定制化服务两种极端模式的片面性,探讨大批量定制化模式在服务性企业的应用及“顾客感知点”概念,明确在不影响服务质量的前提下,推迟服务链中的“顾客感知点”是服务性企业提高自身效益的有效途径。
The paper expounds service enterprise classification based on process design.lt analyzes the one - sideness of two extremely patterns of high normalization service and customization service. It also discusses the application of mass customization to service enterprise, with the concept of ＂customer perceived＂ .This proves an effective way for service enterprise to improve the profit if postponing ＂customer perceived＂ in service chain without influencing service quality.
出处
《商业研究》
北大核心
2006年第19期21-23,共3页
Commercial Research
基金
浙江省自然科学基金项目
项目编号:Y604360
