全渠道服务蓝图——基于顾客体验和服务渠道演化视角的研究
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  • 英文篇名:Omni-channel Service Blueprint: Research from Perspective of Customer Experience and Service Channel Evolution
  • 作者:李飞
  • 英文作者:LI Fei;School of Economics and Management,Tsinghua University;
  • 关键词:服务蓝图 ; 全渠道 ; 顾客体验 ; 服务营销 ; 渠道融合
  • 英文关键词:service blueprint;;omni-channel;;customer experience;;service marketing;;channel integration
  • 中文刊名:BJSB
  • 英文刊名:Journal of Beijing Technology and Business University(Social Sciences)
  • 机构:清华大学经济管理学院;
  • 出版日期:2019-05-18
  • 出版单位:北京工商大学学报(社会科学版)
  • 年:2019
  • 期:v.34;No.207
  • 基金:国家社会科学基金重大项目“新时代流通服务业高质量发展的路径选择与政策体系构建”(18ZDA058);; 清华大学经济管理学院中国零售研究中心项目“中国零售业态适应和成长问题研究”(100004002)
  • 语种:中文;
  • 页:BJSB201903001
  • 页数:14
  • CN:03
  • ISSN:11-4509/C
  • 分类号:4-17
摘要
在全渠道融合和体验营销来临的时代,已有37年历史的服务蓝图工具的演化和改进越来越受到关注。基于顾客体验和服务渠道演化的视角,将服务蓝图的演化分为四个阶段:关注省时体验的线下单渠道服务蓝图阶段(1982—1992年),关注感官体验的线下线上双渠道并存的服务蓝图阶段(1993—2008年),关注情感体验的线下线上跨渠道融合的服务蓝图阶段(2009—2018年),以及关注综合体验的全渠道服务蓝图阶段(2019年以来)。在此基础上,构建了一个新的全渠道服务蓝图的基本框架,包括全渠道有形呈现的支持系统、全渠道有形呈现、顾客的全渠道行为、前台员工的全渠道行为、后台员工的全渠道行为和全渠道员工行为的支持系统等6项内容,并且由2条外部互动线、2条内部互动线和2条可见线进行分割。最后,通过举例对全渠道服务蓝图的应用进行了说明。
        In the era of omni-channel integration and experiential marketing,more and more attention has been paid to the evolution and improvement of service blueprint tools,which has a history of 37 years. Based on the perspective of customer experience and service channel evolution,the evolution of the service blueprint can be divided into 4 stages: the stage of offline single channel service blueprint focusing on time-saving experience( 1982-1992),the stage of both offline and online channel service blueprint focusing on sensory experience( 1993-2008),the stage of offline and online cross channel integration service blueprint focusing on emotional experience( 2009-2018),and the stage of omni-channel service blueprint focusing on integrated experience( since 2019). On that basis,this paper builds a new basic framework for omni-channel service blueprint,including 6 items such as support system of omni-channel tangible presentation,omni-channel tangible presentation,omni-channel customer behavior,front-end staff omni-channel behavior,back-end staff behavior and support system of omni-channel behavior,with 2 external interaction lines,2 internal interaction lines and 2 visible lines used for segmentation. Finally,the application of omnichannel service blueprint is illustrated with an example.
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