【摘要】 "一带一路"背景下工程物流企业面临的最大挑战是如何提升自身的物流服务水平,而物流服务水平的提升离不开持续的物流服务创新。基于TRIZ理论及服务蓝图法等构建国际工程物流服务创新模型,借助服务蓝图工具描绘国际工程物流的服务流程。针对工程物流服务流程中存在的冲突及矛盾,运用服务冲突矩阵和TRIZ理论的创新原理对其进行改进,从而实现服务创新。以Z公司作为实际案例对服务创新解决方案进行实证分析,从而验证该创新模型的可行性及适用性。更多还原

【Abstract】 Under the background of "Belt and Road", the biggest challenge facing engineering logistics enterprises is how to improve their logistics service level, and the improvement on logistics service level can not be separated from continuous logistics service innovation.Based on the service science, this paper puts forward the service innovation model of International Engineering Logistics, describes the service process of international engineering logistics with the help of service blueprint method, and aims at the service conflicts and contradictions in the process, based on the innovation principle of service conflict Matrix and TRIZ theory, the service flow of engineering logistics is improved to achieve service innovation. Finally, as a practical case, the paper makes an empirical analysis of the service innovation solution to verify the feasibility and applicability of the Innovation Model.更多还原