摘要
企业服务流程、绩效及成本是企业管理的核心变量,对三者的关系进行分析;以问卷调查和结构模型方法为基础,通过提出研究假设,向企业服务对象发放问卷、收集数据,建立结构方程模型进行实证分析。分析结果表明,服务设计流程、服务提供流程及服务补救流程与服务绩效存在正向相关关系,服务设计环节正向影响企业成本,企业成本与服务绩效正相关。此外,发现服务设计流程是最主要的影响变量,企业服务提供环节是中介变量,基于分析提出完善设计流程等管理建议。
The service process, performance, cost are the key parameters for enterprise management. This paper investigates the relation between the three parameters with the questionnaire survey method and the structural equation modeling. The Analysis shows that the business performance is positively correlated with the services design procedure, the service process, the service failure rectifying processes. The service design affects the enterprise cost, which determines the business performance. The study reveals that the design procedure of services is the most influencing variable, and performing of the services is the next. An improvement of existing services design process is proposed.
出处
《上海船舶运输科学研究所学报》
2016年第4期60-66,72,共8页
Journal of Shanghai Ship and Shipping Research Institute
关键词
流程
成本
绩效
结构方程
process
cost
performance
structural equation
