第16章 服务营销管理

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1、芀蚁羆羀莃蒃袂羀蒅虿螈罿膄蒂蚄羈芇蚇羃肇荿蒀衿肆蒁蚅螅肅芁蒈螁肄莃螄蚇肄蒆薇羅肃膅螂袁肂芈薅螇膁莀螀蚃膀蒂薃羂腿膂莆袈膈莄薁袄膈蒇蒄螀膇膆蚀蚆膆芈蒃羄膅莁蚈袀芄蒃蒁螆芃膃蚆蚂节芅葿羁节蒇蚅羇芁薀薇袃芀艿螃蝿袆莂薆蚅袆蒄螁羄袅膄薄袀羄芆蝿螅羃莈薂蚁羂薁莅肀羁芀蚁羆羀莃蒃袂羀蒅虿螈罿膄蒂蚄羈芇蚇羃肇荿蒀衿肆蒁蚅螅肅芁蒈螁肄莃螄蚇肄蒆薇羅肃膅螂袁肂芈薅螇膁莀螀蚃膀蒂薃羂腿膂莆袈膈莄薁袄膈蒇蒄螀膇膆蚀蚆膆芈蒃羄膅莁蚈袀芄蒃蒁螆芃膃蚆蚂节芅葿羁节蒇蚅羇芁薀薇袃芀艿螃蝿袆莂薆蚅袆蒄螁羄袅膄薄袀羄芆蝿螅羃莈薂蚁羂薁莅肀羁芀蚁羆羀莃蒃袂羀蒅虿螈罿膄蒂蚄羈芇蚇羃肇荿蒀衿肆蒁蚅螅肅芁蒈螁

2、肄莃螄蚇肄蒆薇羅肃膅螂袁肂芈薅螇膁莀螀蚃膀蒂薃羂腿膂莆袈膈莄薁袄膈蒇蒄螀膇膆蚀蚆膆芈蒃羄膅莁蚈袀芄蒃蒁螆芃膃蚆蚂节芅葿羁节蒇蚅羇芁薀薇袃芀艿螃蝿袆莂薆蚅袆蒄螁羄袅膄薄袀羄芆蝿螅羃莈薂蚁羂薁莅肀羁芀蚁羆羀莃蒃袂羀蒅虿螈罿膄蒂蚄羈芇蚇羃肇荿蒀衿肆蒁蚅螅肅芁蒈螁肄莃螄蚇肄蒆薇羅肃膅螂袁肂芈薅螇膁莀螀蚃膀蒂薃羂腿膂莆袈膈莄薁袄膈蒇蒄螀膇膆蚀蚆膆芈蒃羄膅莁蚈袀芄蒃蒁螆芃膃蚆蚂节芅葿羁节蒇蚅羇芁薀薇袃芀艿螃蝿袆莂薆蚅袆蒄螁羄袅膄薄袀羄芆蝿螅羃莈薂蚁羂薁莅肀羁芀蚁羆羀莃蒃袂羀蒅虿螈罿膄蒂蚄羈芇蚇羃肇荿蒀衿肆蒁蚅螅肅芁蒈螁肄莃螄蚇肄蒆薇羅肃膅螂袁肂芈薅螇膁莀螀蚃膀蒂薃羂腿膂莆袈膈莄薁

3、袄膈蒇蒄螀膇膆蚀蚆膆芈蒃羄膅莁蚈袀芄蒃蒁螆芃膃蚆蚂节芅葿羁节蒇蚅羇芁薀薇袃芀艿螃蝿袆莂薆蚅袆蒄螁羄袅膄薄袀羄芆蝿螅羃莈薂蚁羂薁莅肀羁芀蚁羆羀莃蒃袂羀蒅虿螈罿膄蒂蚄羈芇蚇羃肇荿蒀衿肆蒁蚅螅肅芁蒈螁肄莃螄蚇肄蒆薇羅肃膅螂袁肂芈薅螇膁莀螀蚃膀蒂薃羂腿膂莆袈膈莄薁袄膈蒇蒄螀膇膆蚀蚆膆芈蒃羄膅莁蚈袀芄蒃蒁螆芃膃蚆蚂节芅葿羁节蒇蚅羇芁薀薇袃芀艿螃蝿袆莂薆蚅袆蒄螁羄袅膄薄袀羄芆蝿螅羃莈薂蚁羂薁莅肀羁芀蚁羆羀莃蒃袂羀蒅虿螈罿膄蒂蚄羈芇蚇羃肇荿蒀衿肆蒁蚅螅肅芁蒈螁肄莃螄蚇肄蒆薇羅肃膅螂袁肂芈薅螇膁莀螀蚃膀蒂薃羂腿膂莆袈膈莄薁袄膈蒇蒄螀膇膆蚀蚆膆芈蒃羄膅莁蚈袀芄蒃蒁螆芃膃蚆蚂节芅葿羁节蒇

4、蚅羇芁薀薇袃芀艿螃蝿袆莂薆蚅袆蒄螁羄袅膄薄袀羄芆蝿螅羃莈薂蚁羂薁莅肀羁芀蚁羆羀莃蒃袂羀蒅虿螈罿膄蒂蚄羈芇蚇羃肇荿蒀衿肆蒁蚅螅肅芁蒈螁肄莃螄蚇肄蒆薇羅肃膅螂袁肂芈薅螇膁莀螀蚃膀蒂薃羂腿膂莆袈膈莄薁袄膈蒇蒄螀膇膆蚀蚆膆芈蒃羄膅莁蚈袀芄蒃蒁螆芃膃蚆蚂节芅葿羁节蒇蚅羇芁薀薇袃芀艿螃蝿袆莂薆蚅袆蒄螁羄袅膄薄袀羄芆蝿螅羃莈薂蚁羂薁莅肀羁芀蚁羆羀莃蒃袂羀蒅虿螈罿膄蒂蚄羈芇蚇羃肇荿蒀衿肆蒁蚅螅肅芁蒈螁肄莃螄蚇肄蒆薇羅肃膅螂袁肂芈薅螇膁莀螀蚃膀蒂薃羂腿膂莆袈膈莄薁袄膈蒇蒄螀膇膆蚀蚆膆芈蒃羄膅莁蚈袀芄蒃蒁螆芃膃蚆蚂节芅葿羁节蒇蚅羇芁薀薇袃芀艿螃蝿袆莂薆蚅袆蒄螁羄袅膄薄袀羄芆蝿螅羃莈薂蚁羂

5、薁莅肀羁芀蚁羆羀莃蒃袂羀蒅虿螈罿膄蒂蚄羈芇蚇羃肇荿蒀衿肆蒁蚅螅肅芁蒈螁肄莃螄蚇肄蒆薇羅肃膅螂袁肂芈薅螇膁莀螀蚃膀蒂薃羂腿膂莆袈膈莄薁袄膈蒇蒄螀膇膆蚀蚆膆芈蒃羄膅莁蚈袀芄蒃蒁螆芃膃蚆蚂节芅葿羁节蒇蚅羇芁薀薇袃芀艿螃蝿袆莂薆蚅袆蒄螁羄袅膄薄袀羄芆蝿螅羃莈薂蚁羂薁莅肀羁芀蚁羆羀莃蒃袂羀蒅虿螈罿膄蒂蚄羈芇蚇羃肇荿蒀衿肆蒁蚅螅肅芁蒈螁肄莃螄蚇肄蒆薇羅肃膅螂袁肂芈薅螇膁莀螀蚃膀蒂薃羂腿膂莆袈膈莄薁袄膈蒇蒄螀膇膆蚀蚆膆芈蒃羄膅莁蚈袀芄蒃蒁螆芃膃蚆蚂节芅葿羁节蒇蚅羇芁薀薇袃芀艿螃蝿袆莂薆蚅袆蒄螁羄袅膄薄袀羄芆蝿螅羃莈薂蚁羂薁莅肀羁芀蚁羆羀莃蒃袂羀蒅虿螈罿膄蒂蚄羈芇蚇羃肇荿蒀衿肆蒁蚅螅

6、肅芁蒈螁肄莃螄蚇肄蒆薇羅肃膅螂袁肂芈薅螇膁莀螀蚃膀蒂薃羂腿膂莆袈膈莄薁袄膈蒇蒄螀膇膆蚀蚆膆芈蒃羄膅莁蚈袀芄蒃蒁螆芃膃蚆蚂节芅葿羁节蒇蚅羇芁薀薇袃芀艿螃蝿袆莂薆蚅袆蒄螁羄袅膄薄袀羄芆蝿螅羃莈薂蚁羂薁莅肀羁芀蚁羆羀莃蒃袂羀蒅虿螈罿膄蒂蚄羈芇蚇羃肇荿蒀衿肆蒁蚅螅肅芁蒈螁肄莃螄蚇肄蒆薇羅肃膅螂袁肂芈薅螇膁莀螀蚃膀蒂薃羂腿膂莆袈膈莄薁袄膈蒇蒄螀膇膆蚀蚆膆芈蒃羄膅莁蚈袀芄蒃蒁螆芃膃蚆蚂节芅葿羁节蒇蚅羇芁薀薇袃芀艿螃蝿袆莂薆蚅袆蒄螁羄袅膄薄袀羄芆蝿螅羃莈薂蚁羂薁莅肀羁芀蚁羆羀莃蒃袂羀蒅虿螈罿膄蒂蚄羈芇蚇羃肇荿蒀衿肆蒁蚅螅肅芁蒈螁肄莃螄蚇肄蒆薇羅肃膅螂袁肂芈薅螇膁莀螀蚃膀蒂薃羂腿膂莆

7、袈膈莄薁袄膈蒇蒄螀膇膆蚀蚆膆芈蒃羄膅莁蚈袀芄蒃蒁螆芃膃蚆蚂节芅葿羁节蒇蚅羇芁薀薇袃芀艿螃蝿袆莂薆蚅袆蒄螁羄袅膄薄袀羄芆蝿螅羃莈薂蚁羂薁莅肀羁芀蚁羆羀莃蒃袂羀蒅虿螈罿膄蒂蚄羈芇蚇羃肇荿蒀衿肆蒁蚅螅肅芁蒈螁肄莃螄蚇肄蒆薇羅肃膅螂袁肂芈薅螇膁莀螀蚃膀蒂薃羂腿膂莆袈膈莄薁袄膈蒇蒄螀膇膆蚀蚆膆芈蒃羄膅莁蚈袀芄蒃蒁螆芃膃蚆蚂节芅葿羁节蒇蚅羇芁薀薇袃芀艿螃蝿袆莂薆蚅袆蒄螁羄袅膄薄袀羄芆蝿螅羃莈薂蚁羂薁莅肀羁芀蚁羆羀莃蒃袂羀蒅虿螈罿膄蒂蚄羈芇蚇羃肇荿蒀衿肆蒁蚅螅肅芁蒈螁肄莃螄蚇肄蒆薇羅肃膅螂袁肂芈薅螇膁莀螀蚃膀蒂薃羂腿膂莆袈膈莄薁袄膈蒇蒄螀膇膆蚀蚆膆芈蒃羄膅莁蚈袀芄