本文選題：高速公路　切入點(diǎn)：服務(wù)管理　出處：《華南理工大學(xué)》2012年碩士論文　論文類型：學(xué)位論文

【摘要】：改革開放以來，我國經(jīng)濟(jì)持續(xù)快速增長，高速公路為民眾帶來高效、簡便、快捷的生活方式。但傳統(tǒng)高速公路管理中被動式、應(yīng)付式服務(wù)占主導(dǎo)地位，服務(wù)意識較弱。公眾選擇通過高速公路出行，，需要的并不只是高速公路本身，而是包括安全、快捷、愉悅要素的出行服務(wù)。作為高速公路經(jīng)營者有必要了解并解決客戶的核心需求是什么？應(yīng)為客戶提供什么樣的核心服務(wù)？如何向客戶提供這些服務(wù)等問題�！胺褰K”定律(peak-endrule)由2002年諾貝爾經(jīng)濟(jì)學(xué)獎得主丹尼爾.卡恩曼（Danny. Kahneman）提出，他將源于心理學(xué)的綜合洞察力應(yīng)用于經(jīng)濟(jì)學(xué)，研究指出，影響人們體驗(yàn)是所謂的“峰”和“終”兩個關(guān)鍵時刻。如果在一段體驗(yàn)的高峰和結(jié)尾，客戶的體驗(yàn)是愉悅的，那么客戶對整個體驗(yàn)的感受就是愉悅的,即使這次體驗(yàn)總的來看更多的是痛苦的感受。 本文根據(jù)G省高速公路公司(以下簡稱G公司)的服務(wù)管理現(xiàn)狀，嘗試將“峰·終”定律應(yīng)用高速公路的服務(wù)企業(yè)，通過對G公司在廣東省內(nèi)各個區(qū)域客戶的定性與定量調(diào)查，了解區(qū)域內(nèi)高速公路客戶從“獲知高速公司相關(guān)信息”、“尋找高速公路入口”到最后“駛離高速公路”的全過程，尋找并識別客戶在享受高速公路服務(wù)全程中客戶感知的各關(guān)鍵時刻及其核心需求；其次，針對客戶在各個關(guān)鍵時刻的核心需求，制訂服務(wù)指引并對措施可行性及重要性評估，提出改善措施；最后，利用服務(wù)藍(lán)圖技術(shù)并結(jié)合G公司服務(wù)現(xiàn)狀，對照服務(wù)指引，具體實(shí)施了改善措施，提高了高速公路一線服務(wù)效率與效果，達(dá)到了規(guī)范高速公路服務(wù)管理、滿足公眾出行需求、進(jìn)一步提升G公司競爭力的目的。 “峰終”定律是以客戶服務(wù)體驗(yàn)的感知為基礎(chǔ)，通過在G公司服務(wù)管理中的應(yīng)用說明“峰·終”定律對高速公路企業(yè)服務(wù)管理有實(shí)踐意義。
[Abstract]:Since the reform and opening up, the economy of our country has continued to grow rapidly, and the expressway has brought people an efficient, simple and fast way of life. However, in the traditional expressway management, passive type and coping service are dominant. The public need not only the highway itself, but also the safety and speed to choose to travel through the highway. As a freeway operator, it is necessary to understand and solve the customer's core needs. What core services should be provided to customers? Questions such as how to provide these services to customers. Peak-endrule. by Daniel Kahnemann, Nobel laureate in economics in 2002, he applied comprehensive insight from psychology to economics. The impact on people's experience is called "peak" and "end". If at the peak and end of an experience, the customer's experience is pleasant, then the customer's feeling of the whole experience is pleasant. Even though the experience is generally more painful. According to the present situation of service management of G province expressway company (hereinafter referred to as G company), this paper tries to apply the law of "peak and end" to the service enterprise of highway. Through the qualitative and quantitative investigation of the customers of G Company in various regions of Guangdong Province, we can understand the whole process of the expressway customers in the region from "getting the relevant information of the expressway company", "looking for the expressway entrance" to "leaving the highway" at the end. Look for and identify the key moments and their core needs that customers perceive in the process of enjoying highway service. Secondly, make service guidelines and assess the feasibility and importance of measures in view of the core needs of customers at each critical moment. Finally, by using the service blueprint technology and combining the service status of G Company, the improvement measures are concretely implemented, which improve the efficiency and effect of the expressway service, and achieve the standardization of the expressway service management. Meet the public travel demand, further enhance the competitiveness of G Company. The law of "peak and end" is based on the perception of customer service experience. The application in service management of G company shows that the law of "peak and end" has practical significance for expressway enterprise service management.
【學(xué)位授予單位】：華南理工大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2012
【分類號】：F542

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