Research On Improving The Service Quality Of HB Natatorium Stores

Due to the increasingly prominent role of the service industry in the gross national product,business development has become a major research topic and attracted more attention.The store business has become the link between service industry personnel and users,playing a key role in the national economy.However,in recent years,due to the impact of many factors such as changes in the market pattern and the epidemic development environment,the competition in store services in China has become increasingly fierce.If the store service wants to gain advantages in the homogeneous market competition,it needs to achieve service improvement to win consumer confidence and loyalty.Firstly,this paper combs the relevant research status at home and abroad,and learns that the current research on service innovation mainly focuses on basic theory and operation management,and lacks a scientific and effective tool to guide the design and development of new services for stores.In view of this situation,this paper introduces D-S evidence theory,failure mode and Impact analysis(FMEA),quality function deployment(QFD)method and invention problem solving theory(TRIZ)into the service industry.Taking store service as an example,this paper constructs the evidence theory /FMEA/QFD/TRIZ store service innovation model.Finally,the feasibility of the model was studied by taking HB swimming pool as an example.The main work and core contents are as follows:(1)The research status of D-S evidence theory,FMEA,QFD,TRIZ and service innovation at home and abroad is reviewed,and the application of FMEA,QFD and TRIZ theory in service innovation is summarized respectively.(2)Through the comparison of these four methods,it is found that if the four methods are organically combined,the advantages of each can be more fully played and the design scheme to meet the needs of customers can be obtained.Therefore,the D-S evidence theory /FMEA/QFD/TRIZ store service innovation model is constructed.Firstly,the customer needs and their weights are obtained through the House of Quality technology in QFD method,and then the service elements and their weights are obtained through D-S evidence theory /FMEA to clarify the focus of service design.Then,TRIZ theory is used to analyze the conflict of service elements with negative correlation.According to the judgment of conflict types,the conflict matrix is consulted to find the recommended invention principle,so as to help service designers obtain satisfactory innovation solutions as soon as possible.(3)In order to better explain the problem and the steps of model application,this paper conducts an application research on the constructed model.Taking HB swimming pool as an example,the service innovation research is carried out in the order of obtaining customer needs and their importance,building House of quality and conflict resolution,which verifies the feasibility of the model in practice.