Analysis And Impact Research On Standardized Service Process And Social Service Process In Power Supply Service System

The development of mobile internet technology and the prosperity of social economy have led to a developing trend of personalization,diversification and dynamization in customer demand for services.The traditional service model based on standardized service becomes more and more difficult to satisfy the actual needs of customers.In such a context,whoever can provide users with better services is likely to win more attention and support from customers and quickly seize market opportunities.With the emerging of the concept of "socializing" and going viral of integration models such as social e-commerce,social media,and social music in their respective areas,Company A took the lead in integrating "social" activities with electric services,and created a new service model,"Social Network Service." Since the pilot operation of this model on January 1,2018,a fundamental reversal has happened to the original unfavorable situation,and a long-term positive trend has created,which is a very rare case under the industry consensus of complex,uncontrollable,and capricious power issues.The problem of service quality and efficiency encountered by Company A in the early stage is a common problem for many enterprises adopting standardized service models at current stage.It will provide some references and experiences for those enterprises to improve their service quality and efficiency if relevant theories and methods can be extracted from the case of Company A.Based on the research background of above,this paper proposes the following questions for research:(1)The impact of two types of service processes on users perception;(2)If there is a difference between Social Service and standardized service,what is the root cause of the difference?According to the listed questions,the research work of this paper is mainly divided into the following aspects:Firstly,through the researching and analyzing on relevant documents and theories of standardized service,socialization,and users perception of service quality,the flow charts for standardized service and for Social Service are sorted out and constructed.Finding differences by dividing the links in the flow charts based on a two-dimensional model of users perception to service quality,the relevant data are collected,classified and preprocessed.Second,conduct Pair T test on the different data,answer the question(1),and conduct Pair T test on each link in the different data to find the different link;Thirdly,conduct a corpus analysis on the different links to find the root causes and answer the question(2).The results of the study indicate that:(1)Social Service and standardized service have the same quality of results,but different process quality;(2)The efficiency of Social Network Service is significantly higher than that of standardized service;(3)The main reason for the differences between the two service modes is because of human "communication".Social Service employs social language style,while standardized service employs standardized language style,but the massive users use social language style.Different language styles require twice translation within them,resulting in differences in communication efficiency.In addition,this article also discusses personality issues.Regarding to emergency repair issues,the reasons for the efficiency differences between the two service modes in the labor distribution process are analyzed from the perspectives of judgment speed and manual sorting speed for emergency repair issues.