顾客服务体系的界面管理：理论、机制与酒店业的实证研究

华侨大学博士学位论文顾客服务体系的界面管理：理论、机制与酒店业的实证研究姓名：谢朝武申请学位级别：博士专业：企业管理指导教师：郑向敏20090602IITIII186512581123456SIDIVTheInterfaceManagementofCustomerServiceSystem:ItsTheory,MechanismandtheEmpiricalStudyonHotelIndustryAbstractServicizingistheinevitabletendencyineconomicdevelopment.Forallthenewserviceenterprisesandtraditionalenterprises,promotinglevelofserviceoperationhasbeenthebasicmeasuresofformattingproductdifferenceandpoolingcompetitiveedge.Nowadays,ourcountrymakesstrivetoadvanceserviceeconomysoitisveryimportantfortheservicetimestospeeduptheupgradingofservicemanagementlevelofChinaserviceindustryandalltheenterprises.Interfacemanagementisakindofintegrationcontrolmethodfocusingontheinteractivebehavior,interactiverelationandinteractiveelement,whichcoremissionistoconstructtheinterfacebridge,eliminatecross-interactiveobstaclesbetweentheinteractivemainbodies,andsupportininteractiveenvironmentforenhancingtheoverallefficiencyofsystem.Customerservicesystemisatypicalinteractivesystemanditcontainsserviceinteractionbetweencustomersandenterpriseandworkinginteractionbetweeninternalfunctionmainbodies,wheretherearelotsofinteractiveobstacles.Theconceptandtheoryofinterfacemanagementisintroducedtothepracticeandresearchfieldofservicemanagementcanhelptorecognizelogicallyataunifiedperspectivethecomplexinteractiverelationinservicesystemandhelptocarryouttheintegrationmanagementfortheinternalworkinteractionandexternalenterprise-customerinteraction.Allthiscontributestoenhancethetotalserviceefficiencyofservicesystemandtheexperiencequalityofcustomers.Inthisstudy,acomprehensiveanalysisoftheuseofliteraturereviews,interviews,factoranalysis,multiplestepwiseregression,ANOVA,Ttests,multiplecomparisonanalysis,factorevaluationandmatrixmodelingtosystematicallystudytheinterfacemanagementofcustomerservicesystem.Thisstudyisdividedintothreephases:theoreticalresearchphase,empiricalresearchphaseandcomprehensiveresearchphases.Atthetheoreticalresearchphase,thisstudydiscussestheorigin,basisofconceptandthetheoreticalsystemofinterfacemanagementthroughthemethodsofliteraturereviewsandtheoreticalinduction,andcomparingthetheoryofinterfacemanagementwiththerelativeservicetheories.Basedonthis,thisstudydefinesanddiscussesthebasicconceptssuchasservice,Vcustomerservicesystem,serviceinterface,interfaceobstacle,hotelserviceandhotelservicesystem.Afterthat,thisstudysummarizesthecause’sstructureofinterfaceobstaclesandthebasicfieldofserviceinterfaceresearchandputforwardthebasicstructureofserviceinterfacesystem.Theempiricalresearchincludesfouraspects:theFirst,thisstudytestempiricalthedrivingmechanismofservicecapacityandserviceperformanceinfluencedbyinterfacemanagement.Thisstudydevelopsthemeasurescaleofserviceinterfacemanagementaimingathotelindustry’semployees.Theempiricalresultsshowthattheinterfacemanagementhasthesignificantactiontodrivetheupgradingofstaff’sserviceknowledge,servicetechniqueandserviceattitudewhichconstitutingservicecapacity.Atthesametime,interfacemanagementcandrivesignificantlystaff’sperceivedpersonalserviceperformanceandoverallhotelserviceperformance.Theexplainingcontributionsofinterfacemanagementinstaff’spersonalserviceperformancearemorethaninoverallhotelserviceperformance.TheSecond,thisstudytestempiricalthedrivingmechanismofcustomer’sperceivedperformanceandcustomer’squalityevaluationinfluencedbyinterfacemanagement.Thisstudydevelopsthemeasurescaleofserviceinterfacemanagementaimingathotelindustry’scustomers.Theempiricalresultsshowthattheinterfacemanagementhassignificantdrivingactiontocustomer’sperceivedserviceperformance,perceivedexperienceperformanceandcustomer’sservicequalityevaluationandexperiencequalityevaluation.Simultaneously,theperceivedserviceperformancehasFullMediationbetweeninterfacemanagementandcustomer’sservicequalityevaluation.TheperceivedexperienceperformancehasFullMediationbetweeninterfacemanagementandcustomer’sexperiencequalityevaluation.TheservicequalityhasPartialMediationbetweentheinterfacemanagementandcustomer’sexperiencequality.TheThird,thisstudyanalysiscomparativelytheexpectationslevelandperceivedlevelininterfacepresentationofhotelindustry’scustomers.Theresearchshowsthattheexpectationslevelismorethantheperceivedlevelininterfacepresentationofhotelindustry’scustomers.Andthefemalecustomers,thecustomerswhoseageisunder18yearsorover65years,thecustomerswhoseoccupationisteacherorSelf-employedpersonsarespecialcustomertypes.Customersperceivedlevelininterfacepresentationisindirectproportionwiththestarslevelofhotelenterprise.ThefindingsshowthatthetraditionalscalemethodofservicequalityoverlooktheinternalinteractionVIwhichmakesitcannotscalecompletelyandeffectivelythedecisivefactorsofservicequality.TheFourth,basedonthetheoreticalandempiricalfindings,thisstudybuildingupasetofmulti-dimensionalevaluationindexsystemwhichconsistsof12objectiveindexes,5indexesevaluatedbycustomer,8indexesevaluatedbystaffand1indexevaluatedbyexperttomeasurecomprehensivelythelevelofinterfacemanagementofserviceenterprises.Throughtheevaluationmethodbasedonfactoranalysis,thisstudyevaluatesthele