服务创新学术研究

《服务创新学术研究》由会员上传分享，免费在线阅读，更多相关内容在工程资料-天天文库。

1、服务创新学术研究服务创新学术研究ResearchonServiceScience国立清华大学服务科学研究所林福仁教授兼所氏10152008Service服务服用也服事也凡事皆当如人之操舟也务趣也趣者疾走也务者言其促疾於事也服务替人快快地做事是一个交换的过程服务的价值同吋在於交换的过程与结果交换的门的在於满足彼此的需求服务的满意在於彼此需求获得满足ClassifiestionofservicesMarketedservicesFinancebankinginsurancelegalrealestateNonmarket

2、edserviceseducationhealthsocialwelfarepublicadministrationpolicelegalfiredefenseDistributedserviceswholesalestorageretailtransportationcommunicationPersonalservicesdomestichotelentertainmentrepairsBusinessservicesaccountingconsultingdesignadvertisingITmaintenan

3、ceServicesinsidethefirmtransformativeindustriesBusiness-to-businessservicesConsumerservicesSelf-servicesIndustryevolution农业工业服务业农业工业服务业服务AspectsofserviceServicetriangleFrontbackstagesofaservicesystemAsystemofrelationshipsServicetriangleFirmFrontlineemployeesCus

4、tomerInternalmarkctingProductPricePromotionbrandPlaceServiceproviderValueco-producerPart-timemarketerTeboul2006ProcessPeopleFrontBackstagesFrontstageDirectinteractionwithemployeesmachinesothercustomersetcCustomerswithdemandsBackstageEmployeesmachinestcchnologyC

5、ustomorsarcsatisficdwithsolutionsortransformedMaterialscomponentsdataFinishedproductsinformationknow-howAservicesystemTeboul2006Service-profittrianglcFirmFrontlineemployeesCustomerHighqualityinternalservicesandgoodinternalmanagementRevenuegrowthandprofitability

6、RelationshipLowtumoverhigherproductivityValueofserviceprovidedProductandprocessformationLoyaltyPowerplayoftheservicetriangleFirmFrontlineemployeesCustomerBudgctsNormsEfficiencyContractpromisesAutonomyTechnicalcompetenceControlofrelationshipRepurchaseLoyaltyWord

7、ofmouthPropositionfitPropositionfitValuetobusinessValuetocustomerValuetoemployeeASystemofRelationshipsAServiceProvider-Individual-Organization-TechnologyownedbyACServiceTargetTherealitytobetransformedoroperatedonbyAforthesakeofBPeopledimensionsofBusinessdimensi

8、onsofProductstechnologyartifactscnvInformationcodifiedknowledgeBServiceClient-Individual一Organization-PublicorPrivateFormsofServiceRelationshipFormsofOwnershipRelationshipBo