【作者】 卢静；

【导师】 吴育华；

【作者基本信息】 天津大学 ， 管理科学与工程， 2007， 博士

【摘要】 21世纪作为一个“服务经济时代”,服务业在国民经济中战略地位越来越重要,其中知识型服务业的发展水平决定了一个国家国际竞争力的强弱。而我国服务业产值占GDP比重仅有30%左右,发展水平极低;服务业的市场化和对外开放程度远远低于其他行业,且主要集中在劳动密集型服务业,知识密集型服务业尚处于“幼稚期”,在服务贸易结构上存在着明显的劣势;地区发展不平衡,中西部地区则较为落后。所以要从战略角度来发展和研究知识型服务业,本文则主要针对构建知识服务业的科学管理模式与创新进行研究,具体内容如下:1、创新了知识型服务业的管理模式,即基于知识型服务业创新价值链的分析,提出了知识型服务企业管理创新的框架体系。在建设知识型服务业管理与创新平台的基础上,提出了基于结构优化的管理制度创新、基于过程优化的管理模式创新,进而对知识型服务业流程进行再造。2、提出了知识型服务业服务质量的评价方法,即介绍了服务质量的内涵及评价指标体系的构建,制定了评价体系的工作流程,探讨了知识型服务业服务质量提升的策略。3、制定了知识型服务业的营销策略,即在知识型服务业顾客关系管理的研究基础上,基于结构方程,对服务质量、企业诚信、顾客满意度、顾客忠诚度之间的相互关系进行研究,提出了知识型服务业顾客满意度模型,最后提出了知识型服务业的品牌培育与创新策略。4、优化了知识型服务业的人力资源管理,基于知识型服务业人力资源的特点,分别改进了知识型人力资源的招聘管理、流失风险管理、激励措施管理,并对知识型服务业知识成本的分类计量与控制方法进行研究,进而得到知识型服务业的定价依据。5、评估了知识型服务业的效率与创新环境,即分别对知识型服务业的静态效率、动态效率进行评价,通过对比发现两种评价方法互补,然后用主成分分析法对知识型服务业发展的创新环境进行评价。6、构建了知识型服务业核心竞争力的评价模型,在对知识型服务业核心竞争力形成机理分析的基础上,建立了知识型服务业核心竞争力评价指标体系,进而提出了横道图模型和三维评价模型。更多还原

【Abstract】 The 21st century, with the service economy time coming, strategic position of service industry has become more and more important to developing national economy. Especially, the development of knowledge-based service industries influences the international competitiveness of a country. However, service industry is weakness and the output of it is about 30% of GDP in China. The marketization and opening up of service industry are really undeveloped compared with other industries. Service industry developed imbalancedly in different geographical part, for instance, is weak in west and middle area, and the knowledge intensive service industries which is in its cubhood has absolutely dropped behind labour intensive ones. Therefor we have to make progress from strategic perspective in developing and researching knowledge-based service industries. In this paper, the design and innovation of management model for knowledge-based service industries are mainly studied, details follow up:1、A brand new management model for knowledge-based service industries is set up. Based on the analysis of innovation value chain of knowledge-based service industries, an infrastructure for knowledge-based service companies’management innovation is brought up. Further more, management rule innovation based on structure optimization, management model innovation in process optimization are made, and knowledge-based service industries running will be reconstructed.2、The evaluating measurement for service quality of knowledge-based service industry is studied. That include description for the concept of service quality and the guideline of evaluation, working process for making a evaluation, discovery how to improve services quality of knowledge-based service companies.3、The sales strategy for knowledge-based service industry is made. Base on researching of customers relationship management of knowledge-based service industry, structure formula on relationship among service quality, company credit, customer satisfaction, customer loyalty, the customer satisfaction model for knowledge-based service industry is put up, and a brand cultivating and innovation strategy for knowledge-based service industry is made.4、The human resource management of knowledge-based service industry is optimized. According to characteristic of human resource in knowledge-based service industry, hiring management, losing risk management and inspiring management are improved. Assorted and calculated the cost of knowledge-based service industry and research the cost controlling method, finally got the basis for making price.5、Efficiency and innovation environment of knowledge-based service industry are evaluated. Through evaluating the static and dynamic efficiency separately, the differences between them are found. And the innovation environment is evaluated with Principal component analysis.6、Evaluating model for the core competence of knowledge-based service industry is constructed. The index system of core competence is built up based on analyzing mechanism on forming of core competence. Furthermore, a bar chart model and a three- dimensional evaluation model are brought up.更多还原