服务保证设计要素研究

服务保证是产品保证在服务领域内的扩展与延伸。自上世纪80年代以来,学者们对服务保证的概念、设计要素、基本类型等进行了深入研究。本文回顾了国内外学者对服务保证概念的界定,并对服务保证类型和服务保证设计要素进行了系统的梳理,结果发现:服务保证的概念基本趋于一致;服务保证的基本类型及保证范围获得了学者们的基本认可,但对不同类型服务保证设计要素研究不足,对补偿措施及调用过程也缺乏深入分析。本文对未来的研究趋势进行了展望。

Service guarantee is the product warranties expansion and extension in the service area.Since the 80s of last century,the scholars have conducted in-depth research on the concepts of service assurance,design elements,and the basic types and so on.This paper reviews the definitions of concepts of service guarantee made by the scholaors at home and abroad,and systematically cards the types of service assurance and the design elements of service guarantee. The results show that the concepts of services guarantee basically tend to be identical,and the basic types of service quarantee and the scope of service quarantee have basically been accepted the scholars,but the research on the design elements of different types of service qurantee is insufficient,and the research on compensation measures and calling procedure is also superficial.The paper anticipates the research trend in the future.