服务营销高技术低接触

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1、Case8第四小组赵忍黄小娇李信罗怡然白建兵冯奕雄introductionElectronicbankingservice：high-tech，lowtouchBurningissueMeritaNordbanken’sscaleCustomergroupMeritaNordbanken’sIntroductionThewayofcustomersaccesstoservicesThedevelopmentofinternetbankingatMeritaNordbankenOverviewMeritaNordBankenconsideredhowtoManagecustomerpa

2、rticipation：①involvement②schedulingofproduction③carpartsIdeaintangibleManagecustomerparticipation123IdeaintangibleunderstandcustomerhabitsDevelopcustomertrust①individualmoralethics②unmarketablePromotethebenefitsandstimulatetrial①meritanordbanken②overviewofassetsloans1.2.3.4.Pretestnewprocedures

3、UnderstandthedeterminantsofconsumerbehaviorTeachconsumershowtouseserviceinnovationMonitorandevaluateperformanceIdeaintangiblePayoff表格1ThenumberofemployeesNumberofemploysatMeritaNordBanken31-Dec-9831-Dec-97retailoperations14,17114,824assetmanagement238196corporate1,3121,214markets615656centralst

4、affunits2,0962,063bankingoperations18,39918,986realestate270381subsidiaries1,1301,239MeritaNordBankengroup19,79920,606Payoff表格2TheoutcomeofthestrategiesServicesthroughdatanetworks1982beganautomatictelephonepayments1984expandedtoPCservices1992GSM（cellularnetwork）1996usetheinternet1998usetheTV200

5、1millioninternetbankingclientswww.ppthi-hoo.comThecloseNetworkservicesarehigh-techbutlesscontactwithcustomer.whentheywanttocreatecustomervaluethesevenaspectsmustbeconsidered.Thesewayscanprovidebetterservicetocustomersandmakemorecustomervalue.谢谢观看THANKS