基于管理视角的服务设计问题的研究综述与展望

服务设计是一项高风险和高投入的活动.在复杂、多变和不确定的市场环境中,如何利用科学的理论和方法来设计服务产品,在合理利用服务资源的基础上保证服务质量,是服务企业获得竞争优势的关键之一.通过对服务设计现有文献的梳理和回顾,首先分析了服务设计的相关概念和外延;然后基于管理视角,从服务模式、服务内容、服务流程、服务系统等几个方面对服务设计领域的相关文献进行了综述;最后,对新信息技术环境下的服务设计研究方向进行了展望.

Service design problem from the view of management:Literature review and future perspective

Service design is a high-risk and high-investment activity.In the complex,volatile and uncertain market environment,how to use scientific theories and methods to design service products and ensure service quality on the basis of reasonable utilization of service resources is one of the keys for service enterprises to obtain competitive advantages.Based on collecting and reviewing the existing literature on service design,this paper first analyzes the relevant concepts and extensions of service design.Then,the relevant literature in the field of service design is summarized from the aspects of service mode,service content,service process and service system from the perspective of management.Finally,this paper also outlines the potential research opportunities of service design under the new information technology environment.