Abstract

Servicizing is the inevitable tendency for economic development. For both change and upgrade of traditional service business and the expansion of industrial enterprises, it is necessary to enhance service operation level, to use service elements to form product differentiation and competitive advantages. Especially at the present stage, China is vigorously promoting the development of service economy, so it is very important to accelerate the upgrade of China's service industry and the service management level of all enterprises.

Interface management isan integration control method focusing on the interactive behavior, interactive relation and interactive element, of which the core mission is to construct the interface bridge, to eliminate cross-interactive obstacles between the interactive main bodies, and to provide interactive support to enhance system overall efficiency. Customer service system is a typical interactive system and it contains service interaction between customers and enterprise and working interaction between internal function main bodies, where exists lots of interactive obstacles. Introducing the concept and theory of interface management to the practice and research field of service management can help to recognize the complex interactive relation in service system logically from a unified perspective, and carry out the integration management of the internal work interaction and external enterprise-customer interaction. All this contributes to enhance the total service efficiency of service system and the experience quality of customers.

This book traces and compares systematically the related research of interface management and service interface management, on the basis of which, the theoretical concept of service interface management is put forward, and the effects and mechanism of the management of service interface are also explored and verified. This research includes three stages: theory research, empirical research and comprehensive research. This research takes the hotel industry as the object for practice and empirical analysis, and explores the content of the basic concept, construction, research category, interface mechanism, management assessment, interface design, and management optimization of service interface. It is suggested that：

（1）The interface structure of customer service system consists of three hierarchy, namely information communication interface, business operation&per-ception interface, and psychological interaction interface. The transaction service system, product service system and experience service system have different dominant interface level. In customer service system, the interface management includes four interface management dimensions of interface communication, interface coordination, interface integration and interface collaboration.

（2）Interface management on service capabilities, service performance of employee and overall service performance of enterprise has a driving effect, thus helping to improve the overall efficiency of the service system. Among them，service interface management has positive but different influence on service ability factors and whose influence on the whole performance of enterprise is greater than the service performance of individual employee. And employee service ability has meditating effect between interface management and service performance.

（3）Interface management has positive influences on perceived service quality and perceived experience quality of customer, which help to promote the overall experience level of customer. Interface management has positive but different influence on perceived service quality and perceived experience quality. It has greater influence effect on perceived service performance than perceived experience quality. And interface management has greater influence effect on perceived service quality than perceived experience quality; perceived service performance has complete mediating effect between interface management and per ceived service quality. And perceived experience performance has complete mediating effect between interface management and perceived experience quality.

（4）Customers have a clear identifiability on the measurement items of reflecting the overall service. Customers pay attention to the overall state of the service interface. Besides, interface elements has significant influence on the overall service quality of hotel enterprise. Some factors like demographic characteristics and hotel ratings have significant influences on interface expectation and perception of hotel industry's customers.

（5）Interface management is an integration management method oriented towards mutual behaviors in an interface system. Scientific evaluation on the interface management level of service enterprises can help eliminate interactive obstacles within the service interface system. This research applies factor analysis to obtain data to evaluate the ability of service interface management to solve problems in multi-body and diversified evaluation indexes. The results of an empirical evaluation show the evaluation method based on factor analysis can accurately evaluate the management level of service interface. It is also found that hotel enterprises have problems of interface management generally. The level of interface management of hotel enterprises have great differences.

（6）Customer service system has specific structural elements, which need to be designed and expressed corresponding to the dominant task. Many factors like dynamic changes of customer demand, improper arrangement of service enterprises, unstandardized operation may lead to the formation of service interface obstacles, thus it needs to promote the optimization of enterprise service interface system and management. Dynamic monitoring and management of enterprise service interface performance and dynamic analysis of the customer interface expectation and perception interface state are the basic premise for enterprise to find the interface problems, to improve the interface state, and to enhance the customer experience.

By the systematic exploration and theory construction, this book proposes the concept system of service interface management, as well as the application and theoretical research system, and verifies the driving effect and mechanism of service interface management on the service performance and service quality. the research put forward that：

（1）Research on service interface needs to bemore valued in the academic circles. Relying on the service interface ideas, exploration and combing the new interface problems like online interaction is an important choice to deal with the Internet era.（2）Service interface should pay attention on concrete problem management, so it needs to answer how to carry out the integration of interface elements theoretically and to determine the depth, width and extension degree in integration, to better know the whole style and function of the interface elements. The integration mode of online interface and offline interface need to be explained by deeper theory.（3）There is clearly more complex subject structure and interactive behavior in service interface, while the sub interfaces have integration motivation and driving effect, and different service industries have different interface system. so it has important theoretical and practical significance of systematical constructing and explaining these driving mechanism to better reveal the overall function of the service interface.（4）In the future, academics should pay more attention on the comprehensive impact generated by factors of environment, technology and personnel on service interface, and to explore the theoretical and practical significance of interface mechanism in dynamic condition. The construction of a more mature, systematic and abundant service interface theory, will enhance the service management level of service enterprises.