服务标准化研究
专 业：产业组织与管理 博 士 生：张端阳中山大学中国第三产业研究中心 指导老师：李江帆 教授
摘 要 当今世界，科技的进步和社会的发展日新月异，推动了全球范围内的知识经济化、经济服务化、服务全球化，使得服务业正取代工业成为世界经济发展的主力军，服务标准化逐渐开始受到国际社会的重视和关注。1996年，国际标准化组织将“世界标准日”的主题确定为“呼唤服务标准”。以此为标志，服务标准化开始正式进入国际标准化舞台，日益在国际竞争、交流与合作中扮演重要角色。 我国是最大的发展中国家，随着经济的快速发展，服务业以前所未有的速度发展，服务标准也在整个国民经济和社会生活中占有越来越重要的地位，发挥着越来越重要的作用。2001年，《国民经济和社会发展第十个五年计划纲要》提出“调整产业结构，大力发展服务业，完善服务标准，提高服务水平”。2008年3月，国务院办公厅发布的《关于加快发展服务业若干政策措施的实施意见》再次对推进服务业标准化工作做了具体要求。至今，我国也先后制定了《全国服务标准2005-2008年发展规划》、《全国服务业标准2009-2013年发展规划》，有力的推动了服务标准化水平的提高。 服务标准化是整顿和规范服务市场、营造良好服务业发展环境的必要手段，是改善服务质量、提升服务竞争力的重要途径。我国服务业发展总体比较落后，服务质量不高、服务效益较差、服务竞争力比较弱。制定服务标准，推行服务标准化，有利于改善我国的服务质量，优化服务效益，促进服务企业的发展壮大，增强我国在服务业领域的“话语权”，提升我国服务业的国际竞争力。 本论文以我国著名经济学家李江帆教授开创的第三产业经济学为主要理论指导，以国际政治经济学、制度经济学、发展经济学、战略管理、产业组织管理等多学科知识为理论基础，以服务消费品的生产、分配、交换和分配等服务四环节为中心，以服务标准化的竞争和发展为研究主线，深入分析服务经济时代背景下的服务标准化供给和需求，在比较国内外服务标准体系、总结我国服务标准化现状和问题的基础上，探讨我国服务标准化的发展方向和应对措施。 论文共分九部分。第一部分为绪论；第二部分为服务标准化的文献综述；第三部分为服务标准化的理论基础；第四部分为服务标准化的一般理论；第五部分为服务标准化需求分析；第六部分服务标准化供给分析；第七部分为服务标准化体系及国内外对比分析；第八部分为我国服务标准化的现状和对策分析；第九部分为案例分析，尝试进行具体服务行业的标准化战略分析。 论文可能的创新之处包括：第一，对国外服务标准化的有关研究进行了较系统地梳理。第二，对服务标准导向的制度密集型服务业进行了探索性分析；第三，基于服务业的竞争与发展，初步搭建了服务标准化的需求分析框架。第四，基于标准资源及不同利益相关者，初步构建了服务标准化的供给分析框架。第五，基于服务标准体系和网络理论，建立了服务标准网络理论分析框架，对服务标准网络中的战略节点和关键环节做了探索分析。第六，通过分析我国服务标准化现状，比较清晰地指明了我国服务标准化的发展方向，即要从低端保护发展为高端竞争，尽早使我国从服务标准进口国发展为服务标准输出国。
A RESEARCH ON THE STANDARDIZATION OF SERVICES
Major：Industrial Organization and ManagementKrx Name：Zhang Duanyang Supervisor：Prof. Li Jiangfan Abstract
Nowadays, the advances in technology and the development of society promote the worldwide booming of knowledge-based economy, service economy and the globalization of services, which help service industry replace industry as the main force of world economic development. The standardization of services gradually received the attention and concern of international society. In 1996, the International Organization for Standardization determined the theme of World Standards Day as “raising standards for services”. As a sign, the standardization of services began to officially enter the international standardization arena, and increasingly play an important role in the international competition, exchange and cooperation. China is the largest developing country in the world. With the rapid development of economy, the service sector developed at an unprecedented rate, and service standards also play an increasingly important role in the entire national economy and social life. In 2001, it was stated in the Outline of 10th Five-Year Plan for Economic and Social Development that we should “adjust industrial structure, accelerate the development of service industry, improve service standards, and improve service levels”. In March 2008, the Office of the State Council released the document Implementation Opinions of a Number of Policy Measures to Accelerate the Development of the Service Sector. It put forward some specific requirements to promote the standardization of services. So far, China has formulated the Development Planning of China National Service Standards of 2005-2008, the Development Planning of China National service standards of 2009-2013, which strongly raised the level of standardization of services. The standardization of service is not only a necessary means to rectify and standardize the service market, and to create good services development environment, it is also an important way to improve the quality and competitiveness of services. The overall service industry in China is relatively backward. The quality of services is not so good, the efficiency of services is poor, and the competitiveness of services is relatively weak. It is important for us to develop service standards and implement the standardization of services in order to improve service quality, optimize service efficiency, promote the development and expansion of the service enterprises, and to enhance the “voice” of our country in the service sector, to enhance the international competitiveness of China's service industry. Taking the tertiary industry economics which was established by the well-known economist Professor Li Jiangfan as the main theoretical guidance, taking multi-disciplinary theories of international political economics, institutional economics, development economics, strategic management, industrial organization and management as theoretical basis, taking the four links of the services such as the production, distribution, exchange and distribution of service consumer goods as the center, and taking the competition and development of standardization of services as the study main line, this thesis in-depth analyzes the supply and demand of service standardization under the background of the service economy. Based on the comparison of the domestic and international service standards system, and the overview of current situation and problems of standardization of services in China, the development direction of standardization of services and the response measures is discussed. The thesis is divided into nine parts. The first part is the introduction; the second part is a literature review of the standardization of services; in the third part, theoretical basis of the standardization of services is elaborated; in the fourth part, general theory of service standardization is introduced; the fifth part is the analysis of the demand of the standardization of services; the sixth part is the analysis of the supply of the standardization of services; the seventh part is the comparison analysis of service standardization system between the domestic and abroad; in the eighth part, the current situation and countermeasures of the standardization of services in China is analyzed; the ninth part is a case study, trying to carry out the standardization of strategic analysis of specific service industries. The innovation of this thesis may be included as follows: first, relative researches of standardization of services abroad are systematically combed. Second, standard-oriented system-intensive service industry is exploratory analyzed. Third, based on the competition and development of service industry, a framework of demand analysis of the standardization of services is initially set up. Fourth, based on the standard resources and the different stakeholders, a framework of supply analysis of the standardization of services is initially built. Fifth, based on the standards system of services and network theory, a framework of network theory analysis of service standards is established and strategic node and key links in the network of service standards is explored. Sixth, by analyzing the current situation of the standardization of services in China, the direction of development of the standardization of services is clearly indicated. That is, to help China develop from a stage of low-end protection to high-end competition, and to develop from an importing country to an exporting countries of service standards as early as possible. Key words: service standardization, service benefits, Standard competition, standard governance, public service
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