摘要
通过对移动服务供应链模型相关理论基础的回顾评述,包括服务供应链、服务供应链模型和移动服务供应链等,并考虑到移动服务供应链的结构特性,构建了一个基于用户体验管理(CEM)的通用移动服务供应链结构模型。然后,详细阐述了模型中各管理要素,包括CEM、需求管理、能力管理、关系管理和信息流管理,并讨论了该模型在移动图书馆服务中的应用。最后,对移动服务供应链的研究趋势进行了展望。
Through a review on the theoretical basis of mobile service supply chain model, such as service supply chain, service sup- ply chain model and mobile service supply chain, and in view of the structure characteristics of mobile service supply chain, the paper builds a universal mobile service supply chain structure model based on customer experience management (CEM) . Then, this paper expounds on the five management elements in the model, including CEM, demand management, capacity management, relationship management and information management. Finally, the application of the model to the mobile information service is discussed, and re- search trends in the future are also prospected.
出处
《中国科技论坛》
CSSCI
北大核心
2014年第3期124-130,共7页
Forum on Science and Technology in China
基金
国家社会科学基金一般项目(13BTQ029)
江苏大学科研立项资助项目(12C311)