A Dissertation Submitted to Guangdong University of Technology
for the Master’s Degree of Business Administration
Research on service quality optimization of D
Technology Business Incubator
Candidate: He Xingyu
Supervisor: Prof. Lin Hongling
Cao Jiamei
May 2022
School of Management
Guangdong University of Technology
Guangzhou, Guangdong, P. R. China, 510006

摘要
摘要
科技企业孵化器为科技型中小企业的生存和发展提供了所需的服务，在全球经济
中扮演着愈发重要的角色。《国家科技企业孵化器“十三五”发展规划》指出，为适应
孵化器行业正在经历的变革，孵化器企业需要进一步加强运营管理及人才队伍建设，
不断提供优质、高效、精准的孵化服务
［1］
。能否以及如何针对在孵企业的不同需求，
不断提升孵化服务质量，已成为影响科技企业孵化器可持续发展的重要因素。
本文以 D科技企业孵化器为研究对象，以服务质量差距模型等相关理论为指导，
采用问卷调查法、访谈法等研究方法，调查出在孵企业对该科技企业孵化器所提供的
服务在预期和实际感受之间的差距，分析了当前 D科技企业孵化器在服务质量上存在
的问题，并结合国内典型科技企业孵化器服务质量优化提升的经验借鉴，提出了 D科
技企业孵化器服务质量优化的思路和重点方向。
本文通过分析发现，目前 D科技企业孵化器的孵化服务质量主要存在三方面的问
题。其一，服务团队专业能力有待提升，表现为企业工作人员的专业素养不足以及企业
工作人员的服务态度和服务意识有待改进；其二，基础孵化服务存在不足，表现为创业
指导培训服务的效果有待提升以及缺乏有效的服务评价机制；其三，增值性服务存在
不足，表现为增值服务内容层次较低、空间关系网络建设滞后、企业孵化产业链建设滞
后等。据此，本文提出了 D科技企业孵化器要通过优化组织架构，加强对外部优秀人
才的引进，完善孵化器内部考核评价体系等方式提高运营团队的工作水平；建立健全
综合信息、技术、中介、投融资等服务平台，构建“互联网+孵化器”的服务及运营模
式；按照地方经济发展战略，结合区域高校和当地政策资源，打造“创业苗圃 +企业
孵化器+区域企业加速器”的全周期孵化链条，建设产学研结合的多层级创业孵化服
务体系，以此不断优化提升孵化服务质量，实现企业孵化器和在孵企业双赢。
关键词：科技企业孵化器；服务质量；服务质量差距模型；优化研究
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广东工业大学硕士专业学位论文
ABSTRACT
At present, technology business incubators have played an increasingly important role in
the global economy, providing necessary services for the survival and development of
technology-based small and medium-sized enterprises. The “Thirteenth Five-Year”
Development Plan for National Technology Business Incubators clearly states that, to adapt to
the changes that the incubator industry is undergoing, incubator enterprises need to strengthen
operation management and talent team construction, and continuously provide high-quality,
efficient and accurate incubation services. Whether and how to provide relatively complete
incubation services, has become an important factor in considering the service capability and
level of technology business incubators.
This thesis takes the D technology business incubator as the research object, guided by
the Service Quality Model and other related theories, and uses questionnaire survey, interview
and other research methods to investigate the expected and actual feelings of the incubator's
services provided by the incubator. This thesis analyzes the existing problems in the service
quality of D technology business incubators, and puts forward the ideas and key directions for
optimizing the service quality of D technology business incubators, which is learned from
domestic advanced incubator examples.
This thesis finds that there are three main problems in the service quality of D technology
business incubators. Firstly, the professional ability of the service team needs to be improved,
which is reflected in the lack of professional quality of enterprise staff and the need for
improvement in the service attitude and service awareness of enterprise staff;secondly, there
are deficiencies in basic incubation services, which are showed in poor entrepreneurial
guidance and training services, and imperfect service evaluation mechanisms; thirdly, value-
added development services are relatively lagging behind, which is reflected in low level of
value-added service content, the lag in the innovation and construction of spatial relationship
networks and business incubation industry chains. Based on this, this thesis proposes that the
D technology business incubator should improve the work level of the operation team by
optimizing the organizational structure, strengthening the introduction of external talents, and
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