本文關鍵詞： 山東高速 服務模式 構建 運作保障　出處：《中國海洋大學》2014年碩士論文　論文類型：學位論文

【摘要】：我國的高速公路發(fā)展時間短，但發(fā)展速度快，目前是世界上第二大高速公路國。隨著高速公路網的逐步普及，高速公路事業(yè)已經由原來的重視發(fā)展速度改變?yōu)橹匾曎|量建設，包括服務質量。優(yōu)化高速公路的服務模式是提高服務質量的重要保證。山東高速集團是山東省特大型交通企業(yè)，負責山東省內大多數高速公路的運營，在行業(yè)內具有典型性。本文依據服務產品理論、公共產品理論、服務鏈理論、服務營銷理論，運用文獻法、理論分析法、綜合法等研究方法，對山東高速集團的服務模式進行了系統(tǒng)的研究。我國理論界一直在探討如何進行高速公路管理與運營體制改革的問題。以山東高速集團公路運營管理為參照系，提出改革現有的運營管理體制和服務模式管理的具體措施，有利于我國高速公路運營理論的發(fā)展和創(chuàng)新。在實踐上，則有利于高速公路運營企業(yè)提高服務水平和效益。 山東高速集團作為特大型企業(yè)，服務體系構建的比較完整，對山東省內的高速公路實行企業(yè)特許經營體制具有先進意義，在建設資金非常緊張的情況下可以體現管理效益和經營效益。不過山東高速集團服務模式也存在著一些問題，主要表現為：組織機構設置不合理，服務職責與政府職能存在重疊，服務鏈銜接不夠緊密，對于“內部顧客”的服務不夠。根據目前山東高速集團運營現狀和服務管理中的不足，可以從三個層次上重新構建山東高速集團的服務模式。在山東高速的服務目標上，合理配置高速公路服務設施，完善高速公路服務內容、提高服務水平，組建省級服務聯盟，努力建立高速公路服務品牌。在山東高速的服務流程上，通過信息化手段將高速公路的服務前移，全方位地進行標準化服務，服務補救，服務監(jiān)督與測評。在山東高速的服務內容上，合理的收費服務、完善的服務區(qū)服務、堅實的養(yǎng)護綠化服務、全面的信息服務、人性化的內部顧客服務、協(xié)助路政及緊急救援服務。 為確保這個模式的成功構建，還應實施以下運作保障措施：建立體制保障，理順服務結構體系，構建企業(yè)服務文化，強化服務鏈的銜接，提升服務硬件水平。 為構建完善的服務模式，山東高速集團還需要解決以下比較突出的問題：一是，如何理順高速公路的管理秩序，企業(yè)和政府各自應該發(fā)揮什么作用；二是，如何在收費的問題上達成一個投資者和使用者的利益平衡；三是，作為社會服務鏈的重要一環(huán)，高速公路應該如何發(fā)揮對經濟的推動力。 在研究中，提出了以下創(chuàng)新性的觀點：（1）從服務鏈理論和歸核理論出發(fā)，提出將一些與高速公路關聯性較少的產業(yè)從山東高速集團分離出去的觀點，以優(yōu)化該企業(yè)的組織結構體系、增強企業(yè)的競爭力；（2）提出強化高速公路作為社會服務鏈的延伸功能和山東高速集團企業(yè)內部服務鏈的銜接，進而全面提高服務質量；（3）提出劃清企業(yè)職能范圍和政府職能范圍，建議路政管理和高速公路緊急救援職責主要由政府來承擔。
[Abstract]:The development of our time is short, but the development speed is quick, is now the world's second largest country highway. With the gradual popularization of the highway network, highway has changed from the original emphasis development speed attach importance to the quality of construction, including service quality. Optimization of highway service model is an important guarantee to improve the quality of service in Shandong. High speed group is a large enterprise of Shandong province traffic in Shandong Province, most of the operation of the highway, is typical in the industry. This paper based on the theory of service product, public product theory, service chain theory, service marketing theory, using literature method, theoretical analysis method, research method of comprehensive evaluation, made a systematic study on Shandong high speed group service model. The theory circle of our country has been exploring how to reform the highway management and operation system in Shandong high speed set problem. The operation and management of the regiment highway is a reference system. It puts forward some specific measures to reform the existing operation management system and service mode management, which is conducive to the development and innovation of our expressway operation theory. In practice, it is helpful for highway operation enterprises to improve service level and efficiency.
Shandong high speed group as a large enterprise, the construction of service system is complete, in the province of Shandong expressway concession system of enterprises with advanced significance, can reflect the management efficiency and operating efficiency in construction funds are very tight. But Shandong high speed group service mode also has some problems, mainly: organization set unreasonable, service functions and government functions overlap, the service chain of convergence is not tight enough, for "internal customers" service is not enough. According to the current shortage of Shandong high speed group operating status and service management, can re build the Shandong high speed group service model from three levels. In the Shandong high-speed service goal. Reasonable allocation of highway service facilities, improve highway service content, improve service level, set up a provincial service alliance, efforts to build up high Highway service brand in Shandong. The high-speed service process, by means of information freeway service forward, the full range of standardized services, service recovery, supervision and evaluation services. In Shandong high-speed service content, reasonable service charges, perfect service area, solid maintenance and landscaping services, comprehensive the information service, personalized internal customer service, and assist the emergency rescue service.
In order to ensure the successful construction of this mode, we should also implement the following operational safeguards: establishing system guarantee, straightening out the service structure system, constructing enterprise service culture, strengthening the convergence of service chain and upgrading the level of service hardware.
To build a perfect service mode, Shandong high speed group also need to solve the following problems: first, how to rationalize the expressway management order, enterprises and governments should play what role; the two is how to reach a balance of interests of investors and users of the charges in question; the three is, as a social service chain an important part of the highway should be how to play to the economic driving force.
In the study, put forward the following innovative points: (1) starting from the service chain theory and the core theory, put forward some related industry and highway less separated from the Shandong Expressway Group's point of view, to optimize the organizational structure of the enterprise, enhance the competitiveness of enterprises; (2) put forward to strengthen cohesion as an extension of the social service function of Expressway and Shandong Expressway Group chain enterprise internal service chain, and comprehensively improve the quality of service; (3) proposed to draw enterprise function scope and range of government function, proposed road management and the high speed highway emergency rescue duties mainly borne by the government.

【學位授予單位】：中國海洋大學
【學位級別】：碩士
【學位授予年份】：2014
【分類號】：F542.6

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