关键词: 服务设计, 服务要素, 质量屋, 优化配置, 优化模型

Abstract: To make optimization configuration of service elements,which was the key link of service design process,a configuration method for service elements based on optimization model was proposed aiming at solving the service elements configuration problem in service design.The relationship between service options and between customer requirements and service elements were described based on House of Quality (HoQ),and the relative weights of service options were determined.By describing the provide degree and cost of service elements under the circumstance of enterprise resource constraints,the satisfaction respect to the requirement of service elements was evaluated.The cost budget constraint of service design alternative and the customer satisfaction of competitive enterprises were considered comprehensively to construct the service elements optimization configuration model with the target of maximum customer satisfaction.Furthermore,the satisfactory service elements configuration alternative was obtained by solving the optimization model.A case study of airline cabinet service design was provided to illustrate the feasibility and validity of the proposed method.

Key words: service design, service elements, house of quality, optimization configuration, optimization model