提升高校后勤服务质量策略及成效评价
Strategies and Effectiveness Evaluation for Enhancing University Logistics Service Quality Level

针对高校后勤服务转型面临管理体系滞后、服务质量不足、师生需求响应薄弱等核心挑战，以服务蓝图为分析工具，对某大学食堂服务系统进行全流程解构，构建了全周期改进机制。研究采用四大核心行为分析法，分析顾客行为、前台员工行为、后台员工行为、支持行为，发现菜品更新周期长、投诉响应滞后等核心问题，通过流程重构使服务效率提升。基于服务蓝图四层架构提出针对性策略，在顾客行为层建立动态沟通机制，前台交互层推行标准化服务培训，后台支撑层实施食材供应链数字化，支持系统层搭建多源数据平台。研究证实，服务蓝图工具在高校后勤服务场景中的适配性，可精准定位关键触点中的服务瓶颈，数据驱动决策使资源配置效率提高，为高校后勤改革提供可复制的方法论体系。
Aiming at the core challenges faced by the transformation of university logistics services, including outdated management systems, insufficient service quality, and weak responsiveness to the needs of teachers and students, this study employs service blueprint as an analytical tool to deconstruct the entire process of a university cafeteria service system and establishes a full-cycle improvement mechanism. Utilizing the four core behavioral analysis dimensions—customer behavior, front-line staff behavior, back-end staff behavior, and support behavior—the research identifies key issues such as prolonged dish update cycles and delayed complaint response. Service efficiency is enhanced through process reengineering. Targeted strategies are proposed based on the four-layer service blueprint architecture: establishing a dynamic communication mechanism at the customer behavior layer, implementing standardized service training in the front-line interaction layer, digitalizing the ingredient supply chain in the back-end support layer, and constructing a multi-source data platform in the support system layer. The study confirms the adaptability of service blueprint tools in university logistics service scenarios, enabling precise identification of service bottlenecks at critical touchpoints. Data-driven decision-making enhances resource allocation efficiency, providing a replicable methodological framework for university logistics reform.