【摘要】：隨著全球經(jīng)濟(jì)結(jié)構(gòu)正在向服務(wù)經(jīng)濟(jì)轉(zhuǎn)變，服務(wù)業(yè)在各國(guó)經(jīng)濟(jì)中扮演著越來(lái)越重要的角色，甚至服務(wù)業(yè)的發(fā)展水平已經(jīng)成為衡量國(guó)家競(jìng)爭(zhēng)力的重要標(biāo)志之一。我國(guó)服務(wù)業(yè)起步較晚，發(fā)展水平滯后，不僅服務(wù)業(yè)在GDP中所占份額遠(yuǎn)低于發(fā)達(dá)國(guó)家，服務(wù)業(yè)的從業(yè)人數(shù)甚至低于發(fā)展中國(guó)家的平均水平。為了促進(jìn)我國(guó)服務(wù)業(yè)健康發(fā)展，尋找到適用于我國(guó)服務(wù)型企業(yè)提高服務(wù)水平的有效管理措施將成為一項(xiàng)重要的研究課題。 在全球經(jīng)濟(jì)的舞臺(tái)上，有很多以提供高品質(zhì)的服務(wù)而享譽(yù)國(guó)際的服務(wù)型企業(yè)，例如迪士尼樂(lè)園、利茲卡爾頓酒店、萬(wàn)豪國(guó)際等，，他們的管理模式和方法不僅成為眾多企業(yè)爭(zhēng)相學(xué)習(xí)和效仿的對(duì)象也在很大程度上促進(jìn)了西方國(guó)家服務(wù)業(yè)的發(fā)展。為了尋找到中國(guó)的“迪士尼”、“利茲卡爾頓”和“萬(wàn)豪國(guó)際”，并了解其獲得服務(wù)成功的“秘訣”，本文首先選出了五家在各自行業(yè)具有代表性的優(yōu)秀服務(wù)企業(yè)，而后通過(guò)利用扎根理論探索得到這些優(yōu)秀服務(wù)企業(yè)的四點(diǎn)共性：以客戶為中心、服務(wù)管理、服務(wù)創(chuàng)新和具有業(yè)社會(huì)責(zé)任，最后以中國(guó)移動(dòng)通信集團(tuán)為例，使用調(diào)查問(wèn)卷法采集到了眾多顧客對(duì)于中國(guó)移動(dòng)通信集團(tuán)該四項(xiàng)內(nèi)容與服務(wù)結(jié)果的量化評(píng)價(jià)，經(jīng)過(guò)數(shù)據(jù)整理與分析驗(yàn)證了該四點(diǎn)特性與服務(wù)結(jié)果（顧客滿意度、顧客感知服務(wù)質(zhì)量及企業(yè)口碑）的正向相關(guān)關(guān)系。
[Abstract]:With the transformation of the global economic structure to the service economy, the service industry plays a more and more important role in the national economy, and even the development level of the service industry has become one of the important symbols to measure the national competitiveness. China's service industry starts late and lags behind the development level. Not only the share of service industry in GDP is far lower than that in developed countries, but also the number of service industry employees is lower than the average level of developing countries. In order to promote the healthy development of China's service industry, it will become an important research topic to find effective management measures suitable for our country's service-oriented enterprises to improve their service level. On the stage of the global economy, there are many internationally renowned service enterprises for providing high-quality services, such as Disneyland, Leeds Carlton Hotel, Marriott International, etc. Their management models and methods not only become the object of many enterprises to learn and emulate, but also promote the development of service industry in western countries to a great extent. In order to find out the "Disney", "Leeds Carlton" and "Marriott International" in China, and to understand the "secret" of their success, this article first selected five excellent service companies that are representative in their respective industries. Then through the application of rooted theory to explore the four commonalities of these excellent service enterprises: customer-centered, service management, service innovation and social responsibility. Finally, take China Mobile Communications Group as an example. The quantitative evaluation of the four contents and service results of China Mobile Communications Group has been collected by using the questionnaire method, and the four characteristics and service results (customer satisfaction degree) have been verified by data collation and analysis. Customer perceived quality of service and corporate reputation) positive correlation.
【學(xué)位授予單位】：天津大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2012
【分類(lèi)號(hào)】：F279.23;F719

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