Research On The Optimization Configuration Method For Service Elements In Service Design

Service design improves the usability and efficiency of service through product design,visual design and environment design and service planning,including service-delivery personnel planning and arrangements,to deliver better customer service experience enhancing levels of customer satisfaction and customer loyalty,and putting on much higher common values for both service providers and service recipients.Service design comprises service product design and service process design as the two main parts,and constitutes the critical component in the process of service product development and upgrading.Service design process usually consists of six segments including service exploring orientation,service plan formation,service integration instructions,service creation,service experience assessing and service delivery,among which the service plan(that is,the service elements configuration scheme)determination plays a very critical role in the service design process.For a certain service,it can be broken down into multiple service items by analysis,and each service item corresponds to various inter-replaceable service elements,which generally refer to service facilities,service contents,service processes and staff skills as basic service components meeting one or more customer demands.A service design usually requires the optimizing configuration of all the related service elements under the associating service items adhering to the established optimization goal,forming the corresponding service element configuration scheme(referred to as service design plan)within the scope of the enterprise competence,which means to be limited by several restrictive conditions of cost and resource constraints.Service element optimization configuration process plays crucial role in customer experience enhancement and service quality improvement in service design.Therefore,it is a very important and worthwhile research topic refining the relevant items and elements from the issues relating to service element optimization configuration of the service design,and putting forward the corresponding methods for the service element optimization configuration.This dissertation probes further into the research on the issues of service element optimization configuration in service design on the basis of the existing relating outcomes,focusing on the following aspects:(1)The research framework of service element optimization configuration problems based on identifying the problems and defining the relating concepts in service element optimization configuration by studying the related concepts and processes of service design,the research framework of optimization configuration problems on service elements is introduced.Specifically,a general description of the issues in service element optimization configuration is given out with depicting the research framework of studying the problems in service element optimization configuration including related explanatory words.(2)Determination methods for service item weights based on fuzzy evaluation information.To solve the problems on determining service item weights,the methods for determing service item weights based on fuzzy evaluation information are put forward.Specifically,the fuzzy assessment information of the autocorrelation coefficients and correlation coefficients is obtained through the integration dealing with the linguistic assessment information in the HoQ of the service item autocorrelation coefficients and correlation coefficients between the customer demands and the service items.Further on,the related service item determination methods based on fuzzy evaluation information are given.(3)The measurement methods for the levels of service elements meeting customer demands.To address the issues on measurement for the levels of service elements meeting customer demands,the corresponding measurement methods are put forward.Specifically,the obtained evaluation information of service elements meeting customer demands is expressed with the formation of numerical value distribution information.And then the stochastic dominance relationship is confirmed between the relating evaluation values according to the theory of stochastic dominance.Further on,the measurement methods for the levels of service elements meeting customer demands based on stochastic dominance relationship are given out.(4)Optimization configuration methods for service elements.To solve the issues in service element optimization configuration,the service element optimization configuration methods are put forward.Specifically,the service element optimization configuration model is built up,with the determination of the corresponding objective functions and constraint conditions,following the analysis of the characteristics of the service element optimization configuration model,coming out with the solving algorithm designed accordingly.(5)The application researches on the service element optimization configuration.Specifically,the methods of building up and solving out the service element optimization configuration model of CS airlines high-end inflight cabin,with the corresponding determination methods for service item weights based on fuzzy evaluation information of CS airline high-end inflight cabin,and the measurement methods for service elements in CS airline's high-end inflight cabin meeting passenger demands of CS airline high-end inflight cabin are giving out with the illustration of the real background of the research questions and the practical research significances around solving the issues inservice element optimization configuration for for CS airline high-end inflight cabin,after depicting the issues in optimization configuration for service elements of CS airline high-end inflight cabin.The above proposed theories and methods can be used to solve a variety of realistic problems on optimization configuration of service elements in service design,such asaviation service plan design problems,hotel service plan design problems,and tourism service plan design problems,etc.The research work and research achievements can provide references and guidance theoretically and practically to the relevant researches on the issues in service element optimization configuration in service design,which may lay a solid foundation for further related research and application.