Service science in China:
Gespeichert in:
| Beteiligte Personen: | , |
|---|---|
| Format: | Buch |
| Sprache: | Englisch |
| Veröffentlicht: |
Heidelberg [u.a.]
Springer
2013
|
| Schlagwörter: | |
| Links: | http://d-nb.info/1026468841/04 http://deposit.dnb.de/cgi-bin/dokserv?id=4131607&prov=M&dok_var=1&dok_ext=htm http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=027095764&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| Beschreibung: | Literaturangaben |
| Umfang: | XIII, 461 S. graph. Darst. 24 cm |
| ISBN: | 9783642344961 9783642344978 3642344968 |
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Datensatz im Suchindex
| _version_ | 1819278479035727872 |
|---|---|
| adam_text | CONTENTS
1 SERVICE ECONOMY KNOCKS 1
1.1 TIDE OF SERVICE ECONOMY 1
1.1.1 THE GROWING SHARE OF SERVICE INDUSTRY: A STATISTICAL
INTERPRETATION OF SERVICE ECONOMY ERA 2
1.1.2 ENTERPRISE SERVITIZATION: MICRO-INTERPRETATION
OF THE SERVICE ECONOMY ERA 5
1.1.3 FORMATION OF MODERN SERVICE INDUSTRY SYSTEM:
INDUSTRIAL INTERPRETATION TO THE SERVICE ECONOMY ERA .... 7
1.1.4 KNOWLEDGE AND NETWORK: SOCIAL CHARACTERISTICS
OF THE SERVICE ECONOMY ERA 15
1.1.5 POWER SOURCE OF SERVICE ECONOMY DEVELOPMENT 21
1.2 DEVELOPMENT OF SERVICE ECONOMY IN CHINA 27
1.2.1 OVERVIEW OF THE DEVELOPMENT OF SERVICE ECONOMY
IN CHINA 28
1.2.2 INTERNAL DRIVING FORCE FOR THE DEVELOPMENT OF SERVICE
ECONOMY IN CHINA 32
1.2.3 OPPORTUNITIES FOR THE DEVELOPMENT OF SERVICE ECONOMY
IN CHINA 35
REFERENCES 37
2 THE RISE OF SERVICE SCIENCE 39
2.1 THE ORIGIN OF SERVICE SCIENCE 39
2.1.1 THE CALL OF SERVICE ECONOMY DEVELOPMENT 40
2.1.2 FORMATION OF THE CONCEPT OF SERVICE SCIENCE 41
2.1.3 THEORETICAL BASIS OF SERVICE SCIENCE 43
2.2 THE DEVELOPMENT OF SERVICE SCIENCE 46
2.2.1 PROMOTION OF WORLD-WIDE GOVERNMENTS 46
2.2.2 ATTENTION FROM THE ACADEMIC FIELD 50
2.2.3 EXPLORATION OF ENTERPRISE PRACTICE 52
2.2.4 PROSPECT OF SERVICE SCIENCE 63
REFERENCES 67
IX
HTTP://D-NB.INFO/1026468841
CONTENTS
3 THE CONNOTATION OF SERVICE SCIENCE 69
3.1 DEFINITION AND CHARACTERISTICS OF SERVICE 69
3.1.1 THE DEFINITION OF SERVICE 70
3.1.2 CHARACTERISTICS OF SERVICE 70
3.1.3 FEATURES OF SERVICE OPERATION MANAGEMENT 74
3.2 THE DISCIPLINE CONNOTATION OF SERVICE SCIENCE 76
3.2.1 THE CONCEPT OF SERVICE SCIENCE 77
3.2.2 CHARACTERISTICS OF SERVICE SCIENCE AS A DISCIPLINE 79
3.3 RELEVANT DISCIPLINES OF SERVICE SCIENCE 84
3.3.1 INFORMATION ASYMMETRY THEORY 84
3.3.2 COMPLEXITY SCIENCE 87
3.3.3 BEHAVIORAL ECONOMICS 89
REFERENCES 95
4 OVERVIEW OF SERVICE SCIENCE RESEARCH SYSTEM 97
4.1 RESEARCH ON SERVICE OPERATION MANAGEMENT 98
4.1.1 SERVICE OPERATION MANAGEMENT ELEMENTS 98
4.1.2 MANAGEMENT FRAMEWORK OF SERVICE OPERATION 105
4.2 RESEARCH SYSTEM OF SERVICE SCIENCE ILL
4.2.1 PROPOSAL OF THE RESEARCH SYSTEM OF SERVICE SCIENCE . ... 112
4.2.2 CONTENT OF SERVICE SCIENCE RESEARCH SYSTEM 116
REFERENCES 127
5 SERVICE PHILOSOPHY 129
5.1 VISION OF SERVICE ENTERPRISES 129
5.1.1 SOURCE OF VISION INSPIRATION 130
5.1.2 ENTREPRENEURSHIP 138
5.1.3 MODERN SERVICE PHILOSOPHY 143
5.2 SOCIAL RESPONSIBILITIES OF SERVICE ENTERPRISES 146
5.2.1 CORPORATE SOCIAL RESPONSIBILITY AND MORAL ETHICS 148
5.2.2 CORPORATE SOCIAL RESPONSIBILITY AND SUSTAINABLE
DEVELOPMENT 150
5.2.3 CORPORATE SOCIAL RESPONSIBILITY MANAGEMENT 152
5.3 SERVICE STRATEGY ORIENTATION 157
5.3.1 FRAMEWORK OF SERVICE STRATEGY ANALYSIS 158
5.3.2 CONTENT OF SERVICE STRATEGY ORIENTATION 159
5.3.3 ELEMENT INTEGRATION 161
5.3.4 APPROACHES OF SERVICE STRATEGY ORIENTATION 162
REFERENCES 165
6 RESOURCE ALLOCATION 167
6.1 SERVICE INTEGRATION INNOVATION 167
6.1.1 THE CONNOTATION OF SERVICE INNOVATION 168
6.1.2 THE PROMOTION OF SERVICE INNOVATION 172
6.1.3 INNOVATION OF SERVICE PRODUCTS 175
6.1.4 COMMERCIAL MODE INNOVATION 178
CONTENTS XI
6.2 SERVICE SYSTEM DESIGN 181
6.2.1 METHODS FOR
SERVICE DESIGN 182
6.2.2 SERVICE PROCESS DESIGN 185
6.2.3 ORGANIZATION STRUCTURE DESIGN 190
6.2.4 SERVICE ENVIRONMENT DESIGN 197
6.3 SERVICE NETWORK PLANNING 200
6.3.1 THE SIGNIFICANCE OF SERVICE NETWORK 201
6.3.2 SERVICE ENTERPRISE SITE SELECTION 203
6.3.3 SERVICE NODE LAYOUT 207
6.4 OPTIMIZATION OF SERVICE ALLIANCES 212
6.4.1 ESTABLISHMENT OF SERVICE ALLIANCES 213
6.4.2 VERTICAL SERVICE ALLIANCES 214
6.4.3 HORIZONTAL SERVICE ALLIANCES 218
REFERENCES 220
7 OPERATION MANAGEMENT 223
7.1 SERVICE MARKETING 224
7.1.1 SERVICE BRAND BUILDING 225
7.1.2 RELATIONSHIP MARKETING 228
7.1.3 MULTI-CHANNEL MARKETING 233
7.2 EXPERIENCE OF SERVICE PROCESS 238
7.2.1 SERVICE CONTACT MANAGEMENT 239
7.2.2 QUEUING 242
7.2.3 CUSTOMER PARTICIPATION MANAGEMENT 248
7.2.4 EMPLOYEE EMPOWERMENT 251
7.3 SERVICE QUALITY MONITORING 254
7.3.1 FORMATION MECHANISM OF SERVICE QUALITY 255
7.3.2 SERVICE QUALITY EVALUATION 259
7.3.3 SERVICE QUALITY CONTROL 262
7.4 SERVICE REVENUE MANAGEMENT 266
7.4.1 MANAGEMENT OF THE BALANCE BETWEEN SERVICE SUPPLY
AND SERVICE DEMAND 267
7.4.2 REVENUE MANAGEMENT 275
REFERENCES 281
8 SUPPORTING SYSTEM OF SERVICE TECHNOLOGY 285
8.1 SELF-SERVICE TECHNOLOGY AIMING AT CUSTOMERS 286
8.1.1 SIGNIFICANCE OF SELF-SERVICE TECHNOLOGY 286
8.1.2 FACTORS AFFECTING CUSTOMERS TO USE SELF
SERVICE 292
8.1.3 IMPLEMENTING STRATEGIES OF SELF-SERVICE TECHNOLOGIES . . . 295
8.2 TECHNOLOGICAL PLATFORM ORIENTED TO MANAGEMENT SYSTEM 298
8.2.1 SIGNIFICANCE IN THE MANAGEMENT OF TECHNOLOGY
PLATFORM 298
8.2.2 ANALYSIS OF THE EFFECTS OF TECHNOLOGICAL PLATFORM
INTRODUCTION 302
XII CONTENTS
8.3 SERVICE TECHNOLOGY INTEGRATION AND INNOVATION 306
8.3.1 NEW
CHALLENGES OF SERVICE TECHNOLOGY INTEGRATION
INNOVATION 307
8.3.2 ELEMENTS OF INTEGRATION INNOVATION OF SERVICE
TECHNOLOGIES 309
8.3.3 PROCESS OF INTEGRATION INNOVATION OF SERVICE
TECHNOLOGIES 312
REFERENCES 316
9 SERVICE SCIENCE APPLICATION ON TRADITIONAL SERVICE INDUSTRIES. ... 319
9.1 RETAIL INDUSTRY: FIGHT AMONG RIVALS FOR THE THRONE 319
9.1.1 OVERVIEW OF THE RETAIL INDUSTRY 320
9.1.2 ANALYSIS ON THE STATUS QUO OF THE CHINA S RETAIL
INDUSTRY DEVELOPMENT 322
9.1.3 THE PROBLEMS FACING CHINESE RETAIL INDUSTRY 328
9.1.4 ANALYSIS OF THE SOLUTIONS TO THE DEVELOPMENT OF
CHINESE RETAIL INDUSTRY 334
9.2 HOSPITALITY INDUSTRY: LIKE THE SPRING FLOWERS IN FULL BLOOM .... 343
9.2.1 OVERVIEW OF THE HOSPITALITY INDUSTRY 344
9.2.2 ANALYSIS ON THE STATUS QUO OF DEVELOPMENT OF CHINA S
HOSPITALITY INDUSTRY 345
9.2.3 THE PROBLEMS FACING THE CHINA S HOSPITALITY INDUSTRY
. . . 348
9.2.4 ANALYSIS ON THE SOLUTIONS TO CHINESE HOSPITABILITY
INDUSTRY DEVELOPMENT 356
9.3 CIVIL AVIATION INDUSTRY: CAN A COCOON TURN INTO A BUTTERFLY? . . .
362
9.3.1 OVERVIEW TO THE CIVIL AVIATION INDUSTRY 362
9.3.2 ANALYSIS ON THE STATUS QUO OF CHINA CIVIL
AVIATION INDUSTRY 363
9.3.3 PROBLEMS FACED BY CHINA CIVIL AVIATION INDUSTRY 365
9.3.4 COUNTERMEASURES TO THE DEVELOPMENT OF CHINA CIVIL
AVIATION INDUSTRY 373
9.4 THE BANKING INDUSTRY: SURGING UP TO TIDE 380
9.4.1 OVERVIEW OF THE BANKING INDUSTRY 380
9.4.2 ANALYSIS ON THE STATUS QUO OF CHINA BANKING INDUSTRY . . 382
9.4.3 ISSUES FACED BY CHINA S BANKING INDUSTRY 387
9.4.4 ANALYSIS ON MEASURES TO THE DEVELOPMENT OF CHINA
BANKING INDUSTRY 390
REFERENCES 398
10 APPLICATION OF SERVICE SCIENCE IN THE EMERGING SERVICE
INDUSTRIES 401
10.1 EXPRESS DELIVERY INDUSTRY: CONTENDING FOR SUPREMACY 402
10.1.1 OVERVIEW OF THE EXPRESS DELIVERY INDUSTRY 402
10.1.2 CHARACTERISTICS OF THE EXPRESS DELIVERY INDUSTRY 403
10.1.3 IMPORTANCE OF THE EXPRESS DELIVERY INDUSTRY 404
CONTENTS XIII
10.1.4 ANALYSIS OF THE DEVELOPMENT OF THE EXPRESS DELIVERY
INDUSTRY IN CHINA 405
10.1.5 THE MAIN PROBLEMS
CONFRONTED BY THE EXPRESS
DELIVERY INDUSTRY OF CHINA 411
10.1.6 ANALYSIS OF THE DEVELOPMENT STRATEGY OF THE EXPRESS
DELIVERY INDUSTRY IN CHINA 418
10.2 THE INDUSTRY OF CALL CENTER: A BUD READY TO BLOSSOM 427
10.2.1 OVERVIEW OF CALL CENTER 428
10.2.2 ANALYSIS OF THE STATUS QUO OF THE CALL CENTER INDUSTRY
IN CHINA 431
10.2.3 THE PROBLEMS CONFRONTED
BY THE CALL CENTER INDUSTRY
IN CHINA 434
10.2.4 ANALYSIS OF DEVELOPMENT MEASURES OF THE CALL CENTER
INDUSTRY IN CHINA 438
10.3 SERVICE-ORIENTED MANUFACTURING: READY TO RISE 443
10.3.1 DEFINITION OF SERVICE-ORIENTED MANUFACTURING 444
10.3.2 ANALYSIS OF THE DEVELOPMENT STATUS QUO OF SERVICE-
ORIENTED MANUFACTURING IN CHINA 445
10.3.3 PROBLEMS CONFRONTING THE SERVICE-ORIENTED
MANUFACTURING INDUSTRY IN CHINA 447
10.3.4 ANALYSIS OF DEVELOPMENT MEASURES OF SERVICE-ORIENTED
MANUFACTURING INDUSTRY IN CHINA 450
REFERENCES 460
|
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| geographic | China (DE-588)4009937-4 gnd |
| geographic_facet | China |
| id | DE-604.BV041655241 |
| illustrated | Illustrated |
| indexdate | 2024-12-20T16:51:35Z |
| institution | BVB |
| isbn | 9783642344961 9783642344978 3642344968 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-027095764 |
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| physical | XIII, 461 S. graph. Darst. 24 cm |
| publishDate | 2013 |
| publishDateSearch | 2013 |
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| publisher | Springer |
| record_format | marc |
| spellingShingle | Huo, Jiazhen Hong, Zhisheng Service science in China Dienstleistungsgesellschaft (DE-588)4376157-4 gnd Dienstleistungssektor (DE-588)4012183-5 gnd |
| subject_GND | (DE-588)4376157-4 (DE-588)4012183-5 (DE-588)4009937-4 |
| title | Service science in China |
| title_auth | Service science in China |
| title_exact_search | Service science in China |
| title_full | Service science in China Jiazhen Huo ; Zhisheng Hong |
| title_fullStr | Service science in China Jiazhen Huo ; Zhisheng Hong |
| title_full_unstemmed | Service science in China Jiazhen Huo ; Zhisheng Hong |
| title_short | Service science in China |
| title_sort | service science in china |
| topic | Dienstleistungsgesellschaft (DE-588)4376157-4 gnd Dienstleistungssektor (DE-588)4012183-5 gnd |
| topic_facet | Dienstleistungsgesellschaft Dienstleistungssektor China |
| url | http://d-nb.info/1026468841/04 http://deposit.dnb.de/cgi-bin/dokserv?id=4131607&prov=M&dok_var=1&dok_ext=htm http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=027095764&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT huojiazhen servicescienceinchina AT hongzhisheng servicescienceinchina |