对服务生产率内涵的再认识:基于服务的参与方

Recognition of the Concept of Service Productivity: Based on Service Participants

一直以来,人们普遍使用传统制造业的生产率概念来衡量服务企业的生产率水平。然而,制造业生产率内涵中没有考虑到顾客参与性、产品不可储存性等服务业所独具的特性,这就使得传统生产率在服务业中的适用性受到影响。文章主要从员工和顾客两大服务参与方的角度出发,对服务生产率的内涵进行了再认识,构建了服务生产率模型。并在此基础上,提出了提高服务生产率的措施。

It is usually evaluated service enterprise productivity by traditional manufacturing productivity, but the concept of manufacturing productivity doesn＇ t consider the different characteristics of service, such as customers＇ participating and perish ability, which makes the traditional productivity not suitable in service industry. This article recognizes the concept of service productivity based on service participants, and builds a service productivity model. It also proposes the methods of improving service productivity.