面向服务质量和用户感知的移动电子商务服务创新研究

南京航空航天大学硕士学位论文面向服务质量和用户感知的移动电子商务服务创新研究姓名：刘德明申请学位级别：硕士专业：企业管理指导教师：傅铅生20080101iIBM3GiiAbstractAtpresent,serviceindustryisdevelopingatthespeedthathasneverachievedbeforeandbecomingmoreandmoreimportantinonecountry’seconomy.Especially,withthefastdevelopmentofinformationtechnologywhichworksasastrongactivatorthatinjecttotheserviceindustryquickenstheservices’growthstepandmakesthemmoveforwardinthestatenevermetbefore.Mobileservicewhichdevelopedbasedoninformationtechnologydirectlyinfectspeople’slifeenterprisemanagementandsociallecturedeeplyandcontributesgreatlytoonecountry’seconomy.Becauseservicesaredifferentinvariousindustries,largediversitiesexistinservices’developmentandinnovation.Inordertobesuccessful,oneservicemusthavehighservicequalityatthefirstplace.Highqualitycanenhancecustomers’perceptionthenleadtosatisfaction.Obviously,mobileservice’squalityguaranteeandcustomerperceptionincreasearedifferentfromtheotherservicesbecauseofits’owncharacteristic.Inthisstudywesystemicallystudythemobileservicefromthepointofviewinnovationcharacteristicandmechanism.ThisstudyanalysesthekeyfactorsandtheirinterrelationintheacademicframeofSSME(Service:SciencemanagementandEngineering)providedbyIBM.Throughserviceconceptinnovationprojectconstructionspecialmobileservicein3Gandservicemanagementwediscusshowtocreatehighqualityandhighcustomerperceptionmobileservice.Thensummarizethemobilecommerceserviceinnovationbyestablishingqualityperceptiondiversitymodelandserviceinnovationapprasementmodel,validateandsimulatetheappraisementsystembymobileserviceinnovationpracticestudyofjapan.Itismeaningfulforinstructionofmobileservicedevelopmentandgeneralization.Keywords:mobileservice,serviceinnovation,qualityofservice,clientperception,serviceappraisementvi2.1.........................................................................................102.2.................................................................................112.3.................................................................................123.1BtoB..........................................................................153.2BtoC..............................................................................163.3.....................................................................173.4.............................................183.5.....................................................194.1.............................................................306.1.........................................................................436.2BP....................................................................................456.33G....................................................................................466.4BP....................................................................................506.5Network/DataManager........................................526.6Createnewnetwork................................................526.7.................................................................................................536.8TrainingInfo...........................................................................................536.9Trainingparameters................................................................................546.10...........................................................................547.2i-mode.............................................................................................587.3DICDMA1xWINPlanL.............................................617.4.........................................................................................647.5.................................................................................................64vii2.1...................................................................72.220002007.....................................................................93.1..........................................................174.1.........................................................................................304.23G............................................................................................325.1.................................................................................355.2.................................................................406.1BP........................................................................496.2.....................................................................517.1NTT-DoCoMo200120063G.........................557.2KDDI200120063G.......................................557.3i-mode.............................................................................567.419992002i-mode...........................................................597.5KDDICDMA1xWIN...................................................................627.6DoCoMoKDDI.............................................................63,()11.13GPDA[1]20052000CCW2008306.540.7%[2]20056920PC6600[3]NTTDoCoMo2006331FOMA234645.9FOMAi-motionNTTDoCoMoi-motion[4]200620074FOMA350066.2%,GDP70%IBMIBM“”ServiceScienceManagementandEng