服务管理国内外研究现状和发展趋势分析

作为国内外管理学界一个新的重要研究领域,自20世纪60年代以来,服务管理已逐渐成为学者研究的热点方向,并取得了丰硕的成果。尤其在近几年,相关研究越发活跃。旨在帮助研究者能更好地把握服务管理领域的现有研究成果和近期研究动态,对近5年来国内外具有代表性的研究成果加以归纳和总结,以期提供一个兼具全面性和时效性的现状和动态分析结果。文献调查显示,近年的大部分研究成果仍集中于服务过程管理、服务创新、服务营销等传统领域,而作为新兴领域的网络服务、服务经历中的顾客社会问题、服务战略等也逐渐得到关注。

Research on Status Quo and Prospects of Service Management at Home and Abroad

As a new and important research issue, service management is currently a relevant and an interesting topic for management researches since 1960s, and the research literature on this topic is vast. Especially in recent years, studies on this field are more actively. The current study aims at helping the researchers better by comprehending the existing finds and recently perspectives, we summarized and categorized the findings of research in recent 5 years, and expect to present an overall and timely analysis...