服务价值内涵、关系变量及评价研究评述与未来展望*

Literature Ｒeview on Service Value Connotation ，Variables and Evaluation and Future Prospects

摘要:

与服务质量和顾客价值相比,服务价值对于提升顾客满意度和企业竞争力更具革新性和影响力。近年来,服务价值问题引起了学术界和业界的普遍关注。本文从管理科学的视角进行文献精拣,深入剖析了服务价值的内涵,分析了服务价值与有关变量之间的影响关系和作用机理,评析了不同领域服务价值评价的方法和指标,指出了现有研究不足,并探讨了未来研究方向。

Abstract:

Service value has more innovation and influence for enhancing customer satisfaction and competitiveness of enterprises compared with service quality and customer value. In recent years, the problems about service value caused by an universal attention from the area of the academia and the industry. Based on the perspective of management science, this paper deeply analyzed the connotation of service value, the relationship and mechanism between service value and its relevant variables, and the methods and indicators about service value evaluation in different areas. Finally, this paper pointed out the deficiency of the present research, and showed the future research directions.