服務創(chuàng)新學術研究

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1、服務創(chuàng)新學術研究服務創(chuàng)新學術研究ResearchonServiceScience國立清華大學服務科學研究所林福仁教授兼所氏10152008Service服務服用也服事也凡事皆當如人之操舟也務趣也趣者疾走也務者言其促疾於事也服務替人快快地做事是一個交換的過程服務的價值同吋在於交換的過程與結果交換的門的在於滿足彼此的需求服務的滿意在於彼此需求獲得滿足ClassifiestionofservicesMarketedservicesFinancebankinginsurancelegalrealestateNonmarket

2、edserviceseducationhealthsocialwelfarepublicadministrationpolicelegalfiredefenseDistributedserviceswholesalestorageretailtransportationcommunicationPersonalservicesdomestichotelentertainmentrepairsBusinessservicesaccountingconsultingdesignadvertisingITmaintenan

3、ceServicesinsidethefirmtransformativeindustriesBusiness-to-businessservicesConsumerservicesSelf-servicesIndustryevolution農(nóng)業(yè)工業(yè)服務業(yè)農(nóng)業(yè)工業(yè)服務業(yè)服務AspectsofserviceServicetriangleFrontbackstagesofaservicesystemAsystemofrelationshipsServicetriangleFirmFrontlineemployeesCus

4、tomerInternalmarkctingProductPricePromotionbrandPlaceServiceproviderValueco-producerPart-timemarketerTeboul2006ProcessPeopleFrontBackstagesFrontstageDirectinteractionwithemployeesmachinesothercustomersetcCustomerswithdemandsBackstageEmployeesmachinestcchnologyC

5、ustomorsarcsatisficdwithsolutionsortransformedMaterialscomponentsdataFinishedproductsinformationknow-howAservicesystemTeboul2006Service-profittrianglcFirmFrontlineemployeesCustomerHighqualityinternalservicesandgoodinternalmanagementRevenuegrowthandprofitability

6、RelationshipLowtumoverhigherproductivityValueofserviceprovidedProductandprocessformationLoyaltyPowerplayoftheservicetriangleFirmFrontlineemployeesCustomerBudgctsNormsEfficiencyContractpromisesAutonomyTechnicalcompetenceControlofrelationshipRepurchaseLoyaltyWord

7、ofmouthPropositionfitPropositionfitValuetobusinessValuetocustomerValuetoemployeeASystemofRelationshipsAServiceProvider-Individual-Organization-TechnologyownedbyACServiceTargetTherealitytobetransformedoroperatedonbyAforthesakeofBPeopledimensionsofBusinessdimensi

8、onsofProductstechnologyartifactscnvInformationcodifiedknowledgeBServiceClient-Individual一Organization-PublicorPrivateFormsofServiceRelationshipFormsofOwnershipRelationshipBo