中国工业经济
中國工業經濟
중국공업경제
China Industrial Economy
2012年
12期
141~153
,共null页
服务模块化 价值创造 民航业
服務模塊化 價值創造 民航業
복무모괴화 개치창조 민항업
service modular; value creation; civil aviation industry
本文根植于民航业，对照设定的研究框架，通过探索性案例分析，从分工、集成与界面三维度探究了服务模块化运行中的价值创造问题。研究发现：①无论是“小而精”而使价值裂变的分工．还是“大而全”而使价值捆绑的集成，都是促进民航业服务模块化价值创造的有效方式。②民航业服务模块化分工存在于服务产品模块化、服务流程模块化、服务对象模块化和服务职能模块化四大路径之中，它通过运营效率提高、价值发现、价值创新和服务归核化来实现价值创造：民航业服务模块化集成包括技术型集成、管理型集成、契约型集成和知识型集成四种形态，它通过价值管理来优化价值创造流程和发挥协同效能．进而实现价值创造。本文的结论：打造服务模块之间的界面，提高顾客感知价值和服务模块之间的信息融合度：串接服务模块。打通彼此间的价值传递通道；细化、补给、调整服务价值模块，构建服务模块化价值网络．由价值互动推进价值循环。
本文根植于民航業，對照設定的研究框架，通過探索性案例分析，從分工、集成與界麵三維度探究瞭服務模塊化運行中的價值創造問題。研究髮現：①無論是“小而精”而使價值裂變的分工．還是“大而全”而使價值捆綁的集成，都是促進民航業服務模塊化價值創造的有效方式。②民航業服務模塊化分工存在于服務產品模塊化、服務流程模塊化、服務對象模塊化和服務職能模塊化四大路徑之中，它通過運營效率提高、價值髮現、價值創新和服務歸覈化來實現價值創造：民航業服務模塊化集成包括技術型集成、管理型集成、契約型集成和知識型集成四種形態，它通過價值管理來優化價值創造流程和髮揮協同效能．進而實現價值創造。本文的結論：打造服務模塊之間的界麵，提高顧客感知價值和服務模塊之間的信息融閤度：串接服務模塊。打通彼此間的價值傳遞通道；細化、補給、調整服務價值模塊，構建服務模塊化價值網絡．由價值互動推進價值循環。
본문근식우민항업，대조설정적연구광가，통과탐색성안례분석，종분공、집성여계면삼유도탐구료복무모괴화운행중적개치창조문제。연구발현：①무론시“소이정”이사개치렬변적분공．환시“대이전”이사개치곤방적집성，도시촉진민항업복무모괴화개치창조적유효방식。②민항업복무모괴화분공존재우복무산품모괴화、복무류정모괴화、복무대상모괴화화복무직능모괴화사대로경지중，타통과운영효솔제고、개치발현、개치창신화복무귀핵화래실현개치창조：민항업복무모괴화집성포괄기술형집성、관리형집성、계약형집성화지식형집성사충형태，타통과개치관리래우화개치창조류정화발휘협동효능．진이실현개치창조。본문적결론：타조복무모괴지간적계면，제고고객감지개치화복무모괴지간적신식융합도：천접복무모괴。타통피차간적개치전체통도；세화、보급、조정복무개치모괴，구건복무모괴화개치망락．유개치호동추진개치순배。
Rooted in the civil aviation industry, contrasting the set research framework, the problem of value creation in the process of operation of service module is explored form three dimension of division, integration and interface by exploratory case analysis. It is found that they are effective way promoting value creation of service modular in civil aviation regardless of small and fine division causing value fission or big and complete integration causing value bundle. It is also found that the process of small and fine of service modular in civil aviation industry lies in four paths of service product module, service process module, service object module and service function module, it promote create value by improving operational efficiency, value finding, value innovation and service refocusing. The way of service module integrated in civil aviation industry includes five forms of technology integration, management integration, contractual integration, and knowledge integration. Value creation process is optimized and synergistic effect is produced by value management, then create value. The conclusion given to civil aviation industry includes following three aspects： The first is to create the interface among service modules so as to improve customer perceived value and degree of service information integration among service modules; The second is to connect service module so as to get thought value transmission channel among them; The third is to refine, supply and adjust service value modular so as to construct service module value network and drive value interactive to value cycle.
