西方精益服务理论研究与发展综述
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外国经济与管理 2010 年 第 32 卷第 10 期, 页码：27 - 33
摘要
参考文献
摘要
服务行业正面临着成本上升与顾客满意度下降等问题的困扰,从而驱使学者们将源于成功解决制造业中类似问题的精益思想引入服务业。本文从精益思想的起源出发,探讨了精益思想在服务业获得的最新发展以及学者们取得的相关研究成果,在梳理有关精益服务理论形成和发展等方面研究成果的基础上,较为全面地评介了精益服务的研究现状,然后对于精益服务的未来研究进行了展望,并且指出为顾客创造情感价值、构建兼具理论与实践意义的精益服务理论内涵以及挖掘精益服务的特点是未来精益服务研究的重要方向。
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[8]Kumar,V,and Wakeland,W W.Using si mulation to understand and opti mize a lean service process[J].Si mulation Series,2006,38(2):242-250.
[9]Abdi,F,Shavarini,S,and Hoseini,S.Glean lean:Howto use lean approach in services industries?[J].Journal of ServicesResearch,2006,6(1):191-206.
[10]Swank,C.The lean service machine[J].Harvard Business Review,2003,(Oct.):123-129.
[11]Piercy,N,and Rich,N.High quality and low cost:The lean service centre[J].European Journal of Marketing,2009b,43(11/12):1 477-1 497.
[12]Jones,C,Medlen,N,Merlo,C,Robertson,M,and Shepherdson,J.Thelean enterprise[J].BT Technology Journal,1999,17(4):15-22.
[13]Womack,J,and Jones,D.Lean consumption[J].Harvard Business Review,2005b,(Mar.):55-68.
[14]Chaneski,W.Company applies“lean techniques in the office”[J].Modern Machine Shop,2005,78(6):44-46.
[15]Womack,J,and Jones,D.Lean solutions[M].London:Si mon&Schuster,2005a:85-87.
[16]Hines,P.Purchasing for lean production[J].International Journal of Purchasing&Materials Management,1996,32(1):2-10.
[17]Lamming,R.Squaring lean supply with supply chain management[J].International Journal of Operations&Production Man-agement,1996,16(2):183-191.
[18]Sprigg,C,and Jackson,P.Call centers aslean service environments[J].Journal of Occupational Health Psychology,2006,11(2):197-212.
[19]Smith,A M.Across-cultural perspective on the role of emotionin negative service encounters[J].Service Industries Journal,2006,26(7):709-726.
[20]Mudie,Cottam,Raeside,P,and Robert,A.An exploratory study of consumption emotion in services[J].Service IndustriesJournal,2003,23(5):84-106.
[2]Bowen,D,and Youngdahl,W.“Lean”service:In defense of a productionline approach[J].International Journal of Service In-dustry Management,1998,9(3):207-225.
[3]Hol mes,F.Is your office as lean as your production line?[J].Manufacturing Engineering,2007,39(3):20-21.
[4]Allway,M,and Corbett,S.Shifting to lean service:Stealing a play from manufacturers’playbooks[J].Journal of OrganisationalExcellence,2002,21(2):45-54.
[5]Kollberg,B,Dahlgaard,J,and Brehmer,P.Measuring leaninitiatives in health care services:Issues and findings[J].Interna-tional Journal of Productivity and Performance Management,2007,56(1):7-24.
[6]Kiff,J S.The lean dealership-Avision for the future:Fromhunting to farming[J].Marketing Intelligence&Planning,2000,18(1):112-126.
[7]Piercy,N,and Rich,N.Lean transformation in the call service centre[J].International Journal of Operations and ProductionManagement,2009a,29(1):54-76.
[8]Kumar,V,and Wakeland,W W.Using si mulation to understand and opti mize a lean service process[J].Si mulation Series,2006,38(2):242-250.
[9]Abdi,F,Shavarini,S,and Hoseini,S.Glean lean:Howto use lean approach in services industries?[J].Journal of ServicesResearch,2006,6(1):191-206.
[10]Swank,C.The lean service machine[J].Harvard Business Review,2003,(Oct.):123-129.
[11]Piercy,N,and Rich,N.High quality and low cost:The lean service centre[J].European Journal of Marketing,2009b,43(11/12):1 477-1 497.
[12]Jones,C,Medlen,N,Merlo,C,Robertson,M,and Shepherdson,J.Thelean enterprise[J].BT Technology Journal,1999,17(4):15-22.
[13]Womack,J,and Jones,D.Lean consumption[J].Harvard Business Review,2005b,(Mar.):55-68.
[14]Chaneski,W.Company applies“lean techniques in the office”[J].Modern Machine Shop,2005,78(6):44-46.
[15]Womack,J,and Jones,D.Lean solutions[M].London:Si mon&Schuster,2005a:85-87.
[16]Hines,P.Purchasing for lean production[J].International Journal of Purchasing&Materials Management,1996,32(1):2-10.
[17]Lamming,R.Squaring lean supply with supply chain management[J].International Journal of Operations&Production Man-agement,1996,16(2):183-191.
[18]Sprigg,C,and Jackson,P.Call centers aslean service environments[J].Journal of Occupational Health Psychology,2006,11(2):197-212.
[19]Smith,A M.Across-cultural perspective on the role of emotionin negative service encounters[J].Service Industries Journal,2006,26(7):709-726.
[20]Mudie,Cottam,Raeside,P,and Robert,A.An exploratory study of consumption emotion in services[J].Service IndustriesJournal,2003,23(5):84-106.
引用本文
白长虹, 李中, 王潇. 西方精益服务理论研究与发展综述[J]. 外国经济与管理, 2010, 32(10): 27–33.
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