A Study on Service Innovation and Service Quality Improvement Based on Service Blueprint - A Case in Yansha Outlets

被引：0
|
作者：
Feng, Jun [1 ]
Wang, Jing [1 ]
Gao, Yipei [1 ]
Zhou, Linping [2 ]
机构：
[1] Beijing Technol & Business Univ, Sch Business, Beijing, Peoples R China
[2] Beijing Yansha Outlets Shopping Ctr, Beijing, Peoples R China
来源：
PROCEEDINGS OF 2013 INTERNATIONAL SYMPOSIUM ON APPLIED ENGINEERING, TECHNICAL MANAGEMENT, AND INNOVATION | 2014年
关键词：
service blueprint; service innovation; service quality improvement; Yansha Outlets;
D O I：
暂无
中图分类号：
TP39 [计算机的应用];
学科分类号：
081203 ; 0835 ;
摘要：
A service blueprint is a flow chart on the angle of customers. A service blueprint is used in improving service efficiency, service development and innovation, and service quality, etc. This article introduces the process and method of using a service blueprint for service innovation and service quality improvement with a case in Yansha Outlets. The analysis of 5 kinds of key points is an important part to innovate service and improve service quality, which includes key points such as failure, waiting, deciding, experience and sale.
引用
收藏
页码：282 / 286
页数：5
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