精益服务--精益思想在服务产业中的创新与发展研究

摘要

顾客对于服务质量的期待，促使学者尝试将精益思想引入服务产业，利用精益思想的基本原则和主要的工具来改进服务。本文从精益思想起源出发，探讨精益思想在服务运作中的演进发展过程和最新研究成果。通过对精益服务理念的梳理和总结，归纳出精益服务体系模型，同时对精益服务的未来发展进行展望。%Customers' high expectation on service forced researchers and service providers to concern the lean production. They would like to utilize main principles and tools of lean thinking to improve the quality and efficiency of service. Many researchers called it as lean service. This study, started with lean thinking, and discussed the development and achievement of lean service. The authors presented a model of lean service, and provided a series of new directions of related studies based on the review of the current achievement.