DOI : 10. 13968 /j . cnki . 1009 -9107. 2004. 02.

017

4 2 ( ) V o l. 4 N o. 2
2004 3 Jour nal o f No r thw est Sci-T ech U niv e rsity of Ag riculture and Fo restr y ( So cial Science Edition) Ma r. 2004

( , 712100)

: ,
,
,
: ; ;
: F831. 5: A : 1009- 9107( 2004) 02- 0078- 07

20 70 ,
, 10
, , , , ,
,
, ,
, , , ,
[ 2]
,

( )

( mo ment of t ruth ) [ 1 ] ,
,
, 1

, 1.
, ,
, ,
, ,
, : ( 1)
, , ,
, [ 3] ( 2)

: 2003-10-09
: ( 1968- ) , , , , ,
 2: 79

, , ,
[ 4]
( 3) ,
[5 ]
Grego ry St one
T , ,
, , , ,
,
, [ 7]: ( 1) ; ( 2) ; ( 3)
; ( 4)
2. , ( )
, ,
, ,
, : ( 1) ; ( 2)
; ( 3) , ; ( 4)
; ( 5) ,
( 1): ,
75% , ,
, : ( 1) ; ( 2) ;
, ( 3) ; ( 4) ; ( 5)
, [ 8] ,
,
, , ,
,
[ 6]
1 ( )
,
1. 1.
2. 2.
3. 3.
4. , ,
5. ,
6.
,
2
3. , ,

2 [ 9, 10]
, ,

,
,
, , ,
,
,
 80 ( ) 4

, , , ,
A TM , ,
5 ,
, , , ,
, A TM , ; ,
, A TM ; ,
( ) 3:

3 [11]

2 SERV Q U A L
, , E1

: E2

E3
[ 12]
E4
,
E5 ,
E6 ,
( ) SERV Q U A L E7

E8

E9
, SERV Q U A L ( 2)
E10 ( - )
,
E11 ( - )
SERV Q U A L E12 ( - )

SERV Q U A L , E13 , , ( - )

, E14

E15

E16
SERV Q U A L
E17 ,
, , E18 ( - )

, , E19 , ( - )

, E20 ( - )

E21 ( - )
,
E 22 ( - )
,
: ( 1) ,
, , ,
7 , 7,
, 30 1, , ,
( 2) ,

 2: 81

( )

1. 20

80 90 , , 50% 80% ; 1 , 100

10 000

. M . ( Jo seph M . Jura n) , ,
[ 13 ] ( 3):
3

, , ,

,

, 95%
, : 10 20 ,
( 1) , 5[ 18]
, , ,
, ,
( 2) , ,
( 3) ,
( 4) ,
, ,

2. , G. ,

M . Ho st age ,

W. , ( Dav id Mai s ter )

, , ,

, 85% , ,

, , ,

, ,
,
[15 17] ,

( ) ,
, ,
, , 4% ,
, 96% , 25% ,
, 4% 96% ,
,
60% ,
 82 ( ) 4

, ( )
, : ( 1) ; ( 2)
: ( 1) ; ( 3) ; ( 4) ; ( 5)
, 4 , ,
, , ,
: , , ,
( 2) , ,
, , , ,
: , ,
, , , ,
, ,
( 3) , ,
,
A TM , (
( 4) , ) ,
, , , ,
, ,
, ,

( )

:
1. FCFS 3. ,
( firs t cust omer fi rs t s ervice) , , ,
,
,
,
, ,
2. SPT , ,
, ( )
,
, ,
,
,
, ,
, ,
 2: 83

,

,
,
,
,
( )
,
,
5
,
, , , ( )
, , ,

, : ( 1)

, ( ) ( 2)

, ( 3)

, 5 000

6 , , ( 4)

, ,

, ( 5) ,

, ( 6)

, 19. 9
,
, ,

, : ( 1)

, [ 19] ( ,

4 5): ( 1) 13. 4% ; ( 2) ,

5. 1% , , ,

; ( 3) , ,

5% ; ( 4) , , , ,

; ( 5) ( 2) ,

4 ( 3) ,
, , ,

84 ( 4) ,
89 , , ( 5)
124 , ,
129 ,
114

 84 ( ) 4

:
[ 1] Jan Carlzon. M oments of T ruth [M ]. Ba llinge r, Cambrig e, M ass, 1987.
[ 2 ] Joh n E. G. Ba teson . Perceiv ed Contr ol and th e Service Enco unter [ A ]. J. A. Czepiel , M. R. So lo mo n a nd C. F. Surpr enan
( eds . ) . The Service Enco unter [ C ]. Lexing ton Bo oks , Lex ing to n, M ass , 1985. 76.
[ 3] H. M . Schw ar ta , S. M. Davis. M atching Co rpo rate Culture, Business Str ateg y [ J]. O rg anizatio na l Dynamics, 1981, 59: 33.
[ 4] Henr y Mint zberg. M int zberg o n M a nag ement: Inside O ur Str ange Wo r ld o f Or ganizational [M ]. The Free Press, New
Yo rk, 1989, 98.
[5 ] W ayne K. Hay, C . Jo hn Ta rter , Rober t B. Ko ttkammp . Open Schoo ls / Healthy Scho o ls [ M ]. Lo ndo n: Sag e Publications ,
1991. 5.
[ 6 ] J. D. N y quist, M . J. Bitner and B. H. Bo om s. Identifying Co mmunica tio n Difficulties in the Service Encounter: A Critical
Incident Appro ach [ A ]. J. A. Czepiel, M. R. So lo mon, C. F. Sur prenent ( eds. The Serv ice Encounter [ C ]. Lexing ton
Boo ks , Lexing to n , M ass , 1985. 195 212.
[ 7 ] Gr eg o ry P. Sto ne. City Shoppe rs , U rban Identification . Observ atio ns on thesocia l Psycholog y of City Life [ J ]. A merican
Jo urnal o f Socio lo g y, 1954, ( July ): 36 43.
[ 8 ] Adapted f rom Benjamin Sch neider. The Service O rga niza tio n: Clima te Is Cr ucial [ J ]. O rg anzitio nal Dy namics, 1980,
( Autum n): 52 65.
[ 9] ( Ja mes l. Heskett , Tho ma s O. Jones , Gary W . Lov eman , W . Ea rl Sasser , etc. Schlesing er: Put ting the Serv ice-Pr ofit Chain
to W or k [ J ]. Ha rva rd Business Rev iew , 1994, ( M arch April ): 166.
[ 10 ] J. Adapted fr om L. Heskett, T. O. Jo nes, G. W. Lov man, W. E. Sasser, Leo na rd A. Schlesing er: Putting the Service-
Pro fit Chain to Wo r k [ J]. Ha rva rd Business Rev iew , 1994, ( M a rch-April): 164 174.
[ 11 ] Daniel Pea rl. M o re Fiirms Pledg e Gua rra nteed Serv ice [ J]. Th e W all Street Jo ur na l, 1991, 17( July): 1.
[ 12 ] A. Par asuraman , V. A. Zeithaml , L. L. Berr y. SERV Q U A L: A M ultiple-Item Scale fo r M easuring Co nsumer Percep-
tions of Serv ice Quality [ J]. Jo urnal of Re tailing, 1988, 64( Spring): 12 40.
[ 13 ] J. M . Jur an, F. M . G ryna, Jr. Quality Planning and Analysis [ M ]. New Y or k: M c GR AW -Hill Boo k Co mpa ny , 1980.
[14] C. A. Aubry , D. A. Zimble r. The Banking Industr y: Quality Costs a nd Improv ement [ J]. Quality Prog r ess, 1983, ( De-
cember ): 16 20.
[ 15 ] G. M . Ho stage. Q ua lity Co nt rol in a Serv ice Business [ J]. Harv ar d Business Review , 1975, 50( July Aug ust ): 98 106.
[ 16] Philip B. Crosby. Q ua lity Is Fr ee. T he Art of M a king Quality Certain [M ]. N ew Yo rk: M cGr aw -Hill Bo ok Co mpa ny ,
1979.
[ 17 ] W. Edw ards Deming. Quality , Productiv ty, Co mpe titiv e Postion [ M ]. Cente r for Adv anced Eng ineering Study Ca m-
bridg e, M ass , 1982.
[ 18 ] David H. M aister , M . R. So lo mon, C. F. Sur pr ena nt ( eds. ) . The Psycholog y of Waiting Lines in. A. Czepiel [ A ]. The
Se rv ice Encounter [ C]. Lexing to n Pr ess, Lex ing to n, M ass. 1985. 113 123.
[ 19 ] A. . J. . [M ].: , 2001.

Theoretical Analys is on the Western Service Operation Management

L I W en-peng
( Coll ege of Mana gement , N orth west Sci -Tech Uni versit y of Ag ricul ture and Forest ry , Yang lin g , Shaanx i 712100, Ch ina )

Abstract: The Serv ice Operatio n Manag em ent , w hi ch emphases o n dai ly o peratio n manag em ent t o un-
cov er the int ri nsic law of the dai ly Opera ti on Management, is one o f t he m ost impor tant them es of the Ser-
vice Ma nagement Theory that has been elem ent ari ly f orm ed i n recent ly yea rs. Studying o n Service Touch ,
Serv ice Qualit y , Queue M anag em ent , and Supply-dem and Ma nagement , w hich are the f our sect ors of Ser-
vice M anag em ent , i s ex pected t o g et so me sugg estio ns t o the Servi ce Operatio n Manag em ent of Co mmercial
Bank of China.
Key words: service opera tio n m anag em ent; theo retica l anal ysis; Comm erci al Ba nk o f China