酒店式服务在健康管理机构价值创造中的应用-旅游管理专业论文.docxVIP

万方数据 万方数据 摘 要 健康产业发展前景广阔，健康管理机构在市场需求带动下获得蓬勃发展，但却 面临行业环境混乱、服务问题突出的局面。作为服务性企业，向服务要价值成为企 业自身发展的必然选择，酒店式服务恰是解决这一难题的关键所在。酒店式服务作 为一种成熟的服务模式，已被广泛应用于许多行业，成为企业价值创造和获利的新 突破点。 本文在价值链理论、服务利润链理论的基础上，主要运用定性研究的方法，使 用文献分析法、问卷调查法和案例分析法，分析目前健康管理机构的价值创造现状 和存在的问题，并在探讨酒店式服务在健康管理机构价值创造中应用的必要性和可 行性的基础上，结合酒店式服务的价值创造机理，构建健康管理机构服务系统。 一方面从理论分析角度得出，酒店式服务可以并应该成为健康管理机构价值创 造的重要驱动因素。并进一步借鉴酒店式服务，从服务核心体系和服务配套体系两 个维度构建了健康管理机构服务系统。另一方面从实证角度，用具体案例研究再次 证实了酒店式服务的价值创造功能，为健康管理机构突破发展困境提供借鉴。 关键词：酒店式服务；价值创造；健康管理机构 I Abstract Against the broad prospects of health industry, health management enterprises are presented the vigorous development trend, driven by the market demand; but the serious industry environment and service problem make it run into trouble. Therefor, as a service enterprise, it is imperative to create value by the means of service. Hotel-style service as a mature service model, has been widely applied in many industries, and becomes a new breakthrough point of the value creation, which is the key to solve the problem. Based on the value chain and service profit chain theory, the paper analyses the current status and problems of health management enterprises and puts forward the new service system by the analysis of hotel-style service’s necessity and feasibility, combined with literature analysis, questionnaire investigation and case analysis. On the one hand, from the perspective of theoretical analysis, hotel-style services can and should become the important driving factors of value creation. Furthermore, the new service system is put forward from the two dimensions of core service system and supporting service system. On the other hand, from the perspective of empirical analysis, the effect of hotel-style services is confirmed by the case of FS company once again, which provides reference for the management enterprises to break the dilemma of the development. Keyword: Hotel-style service; Value creation; Health management enterprises II 目录 HYPERLINK \l _bookmark0 第一章 引言 ..................