高层团队于标准化与异质化双元平衡研究上回顾及展望

The Review and Prospect of Dual Balance of Senior Team between Standardization and Heterogeneity

为了便于管理与控制,同时也为了企业效率的提升,标准化已经逐渐成为提升管理效率的重要途径。不少服务企业也逐渐把标准化手段纳入其管理的重要内容,然而客户需求的个性化使得标准化管理难以保证客户满意与忠诚。随着消费者需求层次的提升,个性化诉求日益凸显,异质化逐渐成为企业运营的主导。本研究聚焦标准化与异质化的矛盾,对现有的双元性研究进行了批判性回顾并对未来的研究进行了展望。

Standardization has been an important approach to improve management efficiency for the sake of management, control and enterprise efficiency. Many service enterprises have come to make standardization part of their management. However, standardized management cannot guar- antee customers＇ satisfaction and loyalty because of their personalized requirements. With the im- proving of consumption levels, personalized appeal is becoming more and more vital. Therefore, heterogeneity comes to gain dominance in enterprise operation. The research makes a critical review and prospect of dualism focusing on the contradiction between standardization and heterogeneity.