| 摘要: |
| 目的 大量利益相关者参与服务设计，容易增加共创环节的复杂性和不确定性，因此使用运筹学与服务设计工具结合的方法，区分利益相关者的主次地位，以达到对主要利益相关者侧重研究的目的。方法 通过利益相关者视角确定评价者权重的方式，让服务体系中各个利益相关者互相评分，得到评分均值和权重。结合权力—利益矩阵模型，分别建立评分均值和权重的矩阵图，并进行分析比对。结果 以中国矿业大学文昌社区养老服务体系为研究对象，建立评分均值和权重的权力—利益矩阵分析图，通过比对获得利益相关者地位变化的信息，从而得知各个利益相关者在服务设计共创过程中的重要性。结论 通过量化分析和可视化展示区分了利益相关者主次地位，研究结果拓展了运筹学在服务设计中的应用。 |
| 关键词: 服务设计 运筹学 权力—利益矩阵 权重矩阵图 利益相关者 |
| DOI：10.19554/j.cnki.1001-3563.2020.16.031 |
| 分类号:TB472 |
| 基金项目: |
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| Evaluation Method of Stakeholder Status in Service Design |
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SHI Si, HE Xiao-mei
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China University of Ming and Technology, Xuzhou 221116, China
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| Abstract: |
| A large number of stakeholders participating in service design are likely to increase the complexity and uncertainty of co-creation. The paper aims to distinguish between stakeholders’ primary and secondary status by combining operations research with service design tools to mainly research the main stakeholders. The weight of evaluator was determined from the perspective of stakeholder. Each stakeholder in the service system scored each other to calculate the mean value and weight of the score. Combined with the power-interest matrix, the matrix graph of mean value and weight was established for comparative analysis. Taking Wenchang Community old-age Service System of China University of Mining and technology as the research object, the power-benefit Matrix analysis chart of mean value and weight was established. Through the comparison on status change of stakeholders, the importance of each stakeholder in the process of service design co-creation was obtained. Through quantitative analysis and visual display, the primary and secondary positions of stakeholders are distinguished. The research results expand the application of operations research in service design. |
| Key words: service design operations research power-interest matrix weight matrix diagram stakeholder |
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