【作者】 李响；

【导师】 王春峰；

【作者基本信息】 天津大学 ， 管理科学与工程， 2007， 博士

【摘要】 本文以“基于学习创新的生产消费服务企业管理模式研究”为博士论文选题,界定了汽车经销商的独特企业属性。建构了二层七维汽车经销商学习型组织体系,给出汽车经销商业务流程创新的宜选路线和企业文化创新的方法与路径选择,综合利用ANP和BSC方法评价学习型组织的创新绩效。创构椭圆—双曲线动态管理模式和OELSP模式,建立基于领导主体有机观的战略创新模型,研究以企业家为主体的战略创新决策的实现形式与方法,设计了决策的思维流程,用DEA方法测度企业创新的有效性。建构基于学习的汽车经销商服务质量管理体系,发现美国顾客满意度指数模型(ACSI)暂不适宜测度消费者对汽车经销商满意度指数,探索了因子分析法的指标体系建构。本文的主要创新有四点:(1)研究汽车经销商的特殊企业属性,发现并界定其为生产消费服务企业,创构了颇具特色的椭圆—双曲线动态管理模型,深化其意义。(2)创构了二层面七维度的汽车经销商组织创新模型,以流程创新为显结构,企业文化创新为隐结构,给出二者宜选择的实现路径,建构了ANP和BSC相结合的评价模型及其指标体系,首次用于学习型组织创新的绩效评价,取得成功。(3)首次将学习创新型领导主体作为战略创新中轴,创构领导主体有机观的战略创新管理体系,研究激情与理性相平衡的“庸”状态可实现决策的科学与创新的统一的思维模式,率先利用数据包络分析(DEA)方法对汽车经销商的创新绩效有效性进行科学评价。(4)研究服务质量和顾客满意度的关系,研究影响服务质量的关键因素和测评顾客满意度的指标体系,应用因子分析法首次成功测度了消费者对汽车经销商的顾客满意度。更多还原

【Abstract】 The subject of“Study on management style of service enterprise for producer and customer based on learning and innovation”is chosen for a dissertation to outline the car dealer’s special enterprise property.Learning organization system (composed of layer 2 and dimension 7) for car dealer is set up. Selected path of business process innovation and enterprise culture innovation method path selection are made for car dealer; Analytic Network Process and Balanced Scorecard are used to evaluate the innovation performance of learning organization.Dynamic ellipse-hyperbola management style and OELSP style are set up, strategy innovation model based on leader principal part views. Study the realize form and method of strategy innovation decision base on enterpriser as main part. Design thinking process of decision; use DEA to measure the efficiency of company innovation.Service quality management system base on learning of car dealer is set up, American Customer Satisfaction Index is not suitable to measure the customer satisfaction index to car dealer. Factor analysis is used to evaluate the index system.The innovation points of this dissertation are as follows:(1) Study on the special enterprise property of car dealer, find and define it as product consumption service enterprise, set up dynamic ellipse-hyperbola management model.(2) Organization innovation system (composed of layer 2 and dimension 7) for car dealer is set up. Show the realized path of process innovation (evidence structure) and enterprise culture innovation (latent structure), Analytic Network Process and Balanced Scorecard are combined to evaluate the performance of learning organization innovation firstly and successfully.(3) Firstly use learning innovation leader main part as strategy innovation centre, set up strategy innovation management system based on leader main part views, study thinking model of making decision scientifically and innovation thinking which based on the balance condition of enthusiasm and sense. Data Envelopment Analysis is firstly used to evaluate the efficiency of car dealer’s innovation performance.(4) Study the relation of service quality and customer satisfaction, the critical factor effect service quality and index system of evaluate customer satisfaction, Factor analysis is firstly used to measure the customer satisfaction to car dealer.更多还原