Study On The Measurement Of Service Value And SSME (Service Sciences, Management, And Engineering)

At present, human civilization has evolved information civilization from industrial civilization, 21century is information society based on knowledge, and its industry framework has been changed radically, service is becoming backbone industry and penetrates every aspect in people's lives, such as catering services, transport services and IT services. The welfare of our own and the entire economy is built on the basis of services, experience of the people's desire for services is unlimited. Along with the emergence of this phenomenon, IBM announced the establishment of new services science disciplines SSME (Services Sciences, Management, and Engineering) through cooperation with the Universities in 2005, "services science" come to the fore.Three aspects of SSME will be explored in this thesis thoroughly. The thesis also studies service management and quality management and performance evaluation of the impact of management; explores design and evaluation methods service productivity evaluation system, gives a relatively strong operational function of customer satisfaction survey methods system; works on the realization of the services; and targets the IT services for specific studies and explores the IT service management, service value of the measure, provides the theory and practical experience for the promotion of the theory.The productions of this thesis included: firstly, the economic value of the services to conduct a quantitative analysis, (2) of the value of integrated services to the scientific development of the service role.This thesis can be divided into several parts:In the first part, the author expounds the purpose and the meaning, and introduces the situation of research and developing trend around home and overseas, and puts forward the main research idea and research methodologies; In the second part, the author introduces the relative theories, which contains service management and third, the service productivity and the type and characteristics of customer satisfaction, and the author also talks about the theoretic models of customer satisfaction - KANO model and ACSI model, especially their advantages and disadvantages in practical application; fourth, introduces the implementation of service engineering; fifth, in front on the basis of analysis, the IT services are analyzed, In the last part, it is the conclusion and prospect. In this thesis, many research methods will be adopted, such as literature, case study, graphology, and comparative analysis.