美国质量学会(ASQ)会长、万豪国际酒店全球顾客体验与客房运营副总裁约翰蒂默曼近期对“服务创新框架”进行了研究。该研究运用了定性和定量方法,对创新尤其是服务业创新进行了研究,了解了人们对创新的理解,以及实施创新的挑战和关键因素。在此基础上,建立了一个由设计阶段、设计过程、分析和构思方法、关键成功因素和环境因素组成的创新框架。 John Tiomeman, president of the American Society for Quality (ASQ) and VP of Global Customer Experience & Room Operations at Marriott International, recently conducted a study on the “Service Innovation Framework.” The research uses qualitative and quantitative methods to study innovations, especially service innovation, and to understand people’s understanding of innovation and the challenges and key elements of implementing innovation. On this basis, an innovative framework consisting of design stage, design process, analysis and conception method, key success factors and environmental factors is established.