基于服务蓝图技术的汽车露营服务质量提升策略——以上海海湾房车露营地为例

Automobile Camping Service Quality Improvement Strategy with Service Blueprint Technology: A Case Study of the Shanghai Bay RV Campsite

DOI：10.12064/ssr.20210415

中文关键词:汽车露营地汽车自驾运动营地服务质量服务蓝图技术

英文关键词:automobile campsite automobile self-driving camp service quality service blueprint technology

基金项目:上海工程技术大学2021年度校级教学建设项目(c202123001)

作者	单位
张程锋	上海工程技术大学体育经济管理研究中心,上海 201620 。

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中文摘要:

服务质量管理是组织运营管理的永恒课题，提升汽车露营地服务质量是完善汽车露营地运营管理的重要内容，也是推进汽车露营产业高质量发展的重要举措。现有的关于汽车露营服务质量的研究对具体指导优化服务质量实践工作缺乏可操作性。服务蓝图技术通过分析服务接触点能够精准识别改进服务质量的关键点，为优化服务质量提供可操作性方案。以上海海湾房车露营地为个案，试图通过构建服务蓝图，为个案提供可操作的服务质量行动指南。研究显示，构建汽车露营地服务蓝图对具体改进汽车露营地服务质量工作具有重要的指导意义。

英文摘要:

Service quality management is an ever-lasting topic of organization operation management. Improving the service quality of automobile campsites is an important content to perfect the operation and management of automobile campsites, as well as an important measure to promote the high-quality development of the automobile camping industry. The existing research on the quality of automobile camping services lacks operability to specifically guide the practice of optimizing service quality. The service blueprint technology can accurately identify the key points to improve service quality by analyzing service touch points, and provide operable solutions for optimizing service quality. This paper attempts to provide a service quality action guide for the Shanghai Bay RV Campsite by constructing a service blueprint. It shows that building a blueprint for automobile campsite services has important guiding significance for actually improving the service quality of automobile campsites.

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