【作者】 王春；

【导师】 陈友玲；

【作者基本信息】 重庆大学 ， 管理科学与工程， 2007， 硕士

【摘要】 新服务开发(NSD,new service development)是服务管理理论体系中新兴的一个重要分支,与国内外对新产品开发的研究成熟性相比,目前国内很少有学者对新服务开发进行研究。伴随服务行业的迅速衍生和服务市场的竞争加剧,新服务开发是企业适应环境变动的最重要手段。而大多数服务企业,对其将要开展或实际已经开展的新服务开发活动,缺乏服务管理意识和专业技能,在相当程度上处于凭经验办事、随意性高的状态。新服务开发活动本身是一个知识密集性的活动,是一个将市场需求通过企业的业务活动转化为开发人员运用知识实施创新的过程。因此,实施科学的知识管理来保证新服务开发的高效成为服务企业生存和发展的迫切需要。本文在分析新服务开发的特性的基础上,结合新产品开发知识管理模型,提出了基于知识管理的新服务开发概念模型,并指出新服务开发中知识管理包括了知识活动的控制和知识活动的机制。在总结国内外对知识管理和新服务开发的研究成果基础上,结合专家评价的方式,确定了与新服务开发最为密切的知识管理要素和反映新服务开发成果的绩效指标,并以此为框架建立了基于知识管理的新服务开发影响因素模型。通过问卷调查收集了数据,运用SPSS对调查数据的分析得出了知识活动控制中的知识积累、知识共享、知识交流和知识活动机制中的企业文化、信息技术、组织结构的建设有助于提高企业的新服务开发绩效,从而验证基于知识管理的新服务开发影响因素模型。最后,以上理论研究成果应用到企业实际中。以重庆某电信企业(后面简称A公司)为研究对象,借助本文建立的基于知识管理的新服务开发影响因素模型,聘请A公司的员工对该公司的知识管理和新服务开发的现状进行评价。通过对评价结果的分析证明了该模型能很好的反映企业的实际情况。论文的研究成果对新服务开发企业的知识管理研究和实践参考借鉴。更多还原

【Abstract】 New service development is one of emerging branches in the service management system . Compared with maturity of research on new product development, At present there have been very few research on the new service development.With the rapid development of service industries and intense competition of services market. New service development is the most important means for enterprises to adapt to changes in the environment .Most service enterprises lacked of services management awareness and professional skills when they carried out their new service development activities. To a great extent ,they were on the randomness high state or worked by experience.New service development is a knowledge-intensive activities and the process of transforming a market demand by the business activities of enterprises into the application of knowledge to implement innovative activities.Therefore, the implementation of scientific knowledge management to ensure the development of new services become an urgent need for the survival and development of service enterprises.Based on the analysis of characteristics of new service development and combination with knowledge management model of new product development, this paper establishes concept model of new service development based on knowledge management. Meanwhile , knowledge management in the new service development includes the control and the mechanism of knowledge management activities.Based on summing up research of knowledge management and new service development at home and abroad and combination with expert evaluation ,this paper identified knowledge management elements which is most closely to new service development and indicators which reflect performance of new service development.This paper use it as a framework to establish factors model of performance of new service development based on knowledge management. Through the questionnaire, this paper used SPSS to analyze the survey data and had the conclusion that the effective implementation of the control and mechanism of knowledge activities enhance performance of new service development .Thereby factors model of performance of new service development based on knowledge management is validated.Finally, this paper applied the above theoretical research into practical enterprise. In the study of a telecommunications enterprise in Chongqing (it is named by A enterprise in the behind), this paper used factors model of performance of new service development based on knowledge management to evaluate the current situation of knowledge management and new service development by the company’s staff . Based on the analysis of evaluation results , it proved that the model could reflect the actual situation of the enterprise . The outcome of this article has realistic meaning for modern company to practise knowledge management in new service development.更多还原