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基于服务“再设计”理论的实践项目研究
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作者 朱意灏 徐海豪 +1 位作者 吴剑锋 李玮 《包装工程》 CAS 北大核心 2018年第8期100-107,共8页
目的针对当前多渠道环境下广泛存在的消费者跨渠道搭便车问题,探寻可行的服务应对策略,为企业提供整体性的服务解决方案。方法通过文献调研,对消费者搭便车行为的影响因素和应对策略等相关研究进行分析、归纳和总结进行设计。结果应用... 目的针对当前多渠道环境下广泛存在的消费者跨渠道搭便车问题,探寻可行的服务应对策略,为企业提供整体性的服务解决方案。方法通过文献调研,对消费者搭便车行为的影响因素和应对策略等相关研究进行分析、归纳和总结进行设计。结果应用多渠道服务设计的原则和方法,将搭便车行为中的"感知转换成本"和"体验"两大关键因素纳入设计考量,从服务触点、服务体验、服务评价3个方面,提出多渠道服务"再设计"的原则和方法。最后将原则和方法应用到浙江某木门企业的服务"再设计"项目中加以验证。结论通过服务"再设计"的方法,在保证消费者服务体验满意度的同时,提示消费者转换渠道提供者(企业)可能存在的转换成本,继而减少消费者的搭便车行为,最终保证企业利益。 展开更多
关键词 服务体验 服务“再设计” 多渠道环境 转换成本
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Establishment and application of service mapping model for proactive remanufacturing impeller 被引量:2
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作者 宋守许 邰莹莹 柯庆镝 《Journal of Central South University》 SCIE EI CAS CSCD 2016年第12期3143-3152,共10页
Since the complex impeller structure and the difficult remanufacturing process may easily cause advance remanufacturing or excessive use,an optimized design method of impeller and service mapping model was presented f... Since the complex impeller structure and the difficult remanufacturing process may easily cause advance remanufacturing or excessive use,an optimized design method of impeller and service mapping model was presented for its proactive remanufacturing with setting up to explore the best remanufacturing time point in this work.Considering a certain model of long distance pipeline compressor impeller with the Basquin equation and the design method of impeller,the mathematical relationship between the changes of structure and life of the impeller was established.And the service mapping model between the structure and life was set up and simulated by ANSYS software.Thus,the service mapping model was applied to feedback the original design for proactive remanufacturing.In this work,the best proactive remanufacturing time point of impeller was analyzed with the service mapping model,and the structural parameter values could be optimized at this time point.Meanwhile,in the results of this simulation,it proves that the impeller under this optimization performance could satisfy the impeller operating demands.Therefore,comparing with the traditional optimization design method,the remanufacturing optimized design based on the service mapping model is feasible in proactive remanufacturing for sustainable development. 展开更多
关键词 IMPELLER proactive remanufacturing remanufacturing time point service mapping model
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