文章基本信息

标题：Measuring Human Risks in Service: A New Model
本地全文：下载
作者：Silvio Barbieri ; Emmanuel Fragniere ; Yvonne de Grandbois 等
期刊名称：Journal of Service Science and Management
印刷版ISSN：1940-9893
电子版ISSN：1940-9907
出版年度：2017
卷号：10
期号：06
页码：518-536
DOI：10.4236/jssm.2017.106040
语种：English
出版社：Scientific Research Publishing
摘要：The modeling of a customer experience realized through a service blueprint is useful for visualizing the structures and processes involved in its production. However, the classical service blueprint fails to consider the contribution of human factors—motivation, emotion, satisfaction, etc.—that are essential elements of service interactions and can represent important risks of non-quality. Consequently, we have developed an enhanced service blueprint dedicated to Enterprise Risk Management (ERM), which includes the human factor dimension. In order to take into account the human factor dimension in the service blueprinting syntax, we include a sociogram. A sociogram is a graph whose nodes are linked together by arrows expressing sociological and psychological variables. Thus we are able to measure and visually identify the areas at risk in an integrated manner, those which are typically attached to the dominant human factor component of service productions. To illustrate this new ERM modeling concept, we have developed a case study related to a service at the reception of a luxury hotel. We are thus able to show the advantages of using the service blueprinting approach compared to the classical risk mapping process in the context of ERM.
关键词：Enterprise Risk Management;Service Blueprint;Sociogram;and Human Risk