摘要
随着服务业的繁荣发展,客户的需求也日渐多样化和个性化,企业竞争的焦点逐步转移到如何更好地满足客户多样化的需求上。由于服务产品具有生产消费同时性、无形性、不可储存性等特点,传统的大规模生产方式不再适应快速多变的市场需求,大规模定制已经成为服务系统选择的生产方式之一。考虑模块化设计的优点和服务产品模块化设计的难点,在基于大规模定制的服务产品模块化设计框架下,应着重考虑客户关系管理、服务族的模块化和服务行为、组织设计的柔性等关键内容。
With the prosperity and development of service industry, the demand of customers becomes more and more diverse and individual. The focus of enterprises＇ competition gradually shifted to how to better satisfy customers＇ various needs. Traditional large-scale production is no longer adaptable to rapidly changing market demands which lead to a choice of mass customization, due to the fact that services are produced and consumed at the same timer invisible and non-storable. Combining the advantages of modular design and the difficulties of the modular design for the services, under the framework of service modular design based on mass customization, it is important to consider customer relationship management, service family modularization and service behavior, as well as the flexibility of organization and design.
出处
《贵州财经学院学报》
北大核心
2010年第5期64-68,共5页
Journal of Guizhou College of Finance and Economics
关键词
大规模定制
服务设计
模块化
柔性
mass customization
design of service
modularization
flexibility
作者简介
韦琦（1979-），女，壮族，广西柳州人，广东商学院工商管理学院讲师，中山大学管理学院在读博士研究生，研究方向为第三产业经济与服务管理。
