Service Quality Analysis of A Plastic Surgery Hospital Based on Service Blueprints
With the standardization of the medical beauty market and the rise of core medical beauty con-sumer groups such as the post-80s,post-90s,and post-00s,China's medical beauty industry has also ushered in a golden period of development.With the dramatic increase in the number of various types of medical beauty organizations,the problem of unsatisfactory service quality has also come to the fore.Through field obser-vation and in-depth interviews,and with the help of the tool of service blueprint,the article explores the service process of A Plastic Surgery Hospital,a public hospital that is one of the leading medical aesthetic institutes in Shandong.The study summarizes 20 service contact points and finds that the enterprise has problems such as insufficient capture and excavation of customer needs in the process before,during,and af-ter surgery,and multiple service points that tend to cause customers to wait,etc.,and puts forward corre-sponding service quality improvement suggestions for the 20 experience points.
Service ProcessService BlueprintMedical Cosmetology
万方数据
维普
