服務(wù)創(chuàng)新學(xué)術(shù)研究

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1、服務(wù)創(chuàng)新學(xué)術(shù)研究服務(wù)創(chuàng)新學(xué)術(shù)研究ResearchonServiceScience國(guó)立清華大學(xué)服務(wù)科學(xué)研究所林福仁教授兼所氏10152008Service服務(wù)服用也服事也凡事皆當(dāng)如人之操舟也務(wù)趣也趣者疾走也務(wù)者言其促疾於事也服務(wù)替人快快地做事是一個(gè)交換的過(guò)程服務(wù)的價(jià)值同吋在於交換的過(guò)程與結(jié)果交換的門的在於滿足彼此的需求服務(wù)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(wù)業(yè)農(nóng)業(yè)工業(yè)服務(wù)業(yè)服務(wù)AspectsofserviceServicetriangleFrontbackstagesofaservicesystemAsystemofrelationshipsServicetriangleFirmFrontlineemployeesCus

4、tomerInternalmarkctingProductPricePromotionbrandPlaceServiceproviderValueco-producerPart-timemarketerTeboul2006ProcessPeopleFrontBackstagesFrontstageDirectinteractionwithemployeesmachinesothercustomersetcCustomerswithdemandsBackstageEmployeesmachinestcchnologyC

5、ustomorsarcsatisficdwithsolutionsortransformedMaterialscomponentsdataFinishedproductsinformationknow-howAservicesystemTeboul2006Service-profittrianglcFirmFrontlineemployeesCustomerHighqualityinternalservicesandgoodinternalmanagementRevenuegrowthandprofitability

6、RelationshipLowtumoverhigherproductivityValueofserviceprovidedProductandprocessformationLoyaltyPowerplayoftheservicetriangleFirmFrontlineemployeesCustomerBudgctsNormsEfficiencyContractpromisesAutonomyTechnicalcompetenceControlofrelationshipRepurchaseLoyaltyWord

7、ofmouthPropositionfitPropositionfitValuetobusinessValuetocustomerValuetoemployeeASystemofRelationshipsAServiceProvider-Individual-Organization-TechnologyownedbyACServiceTargetTherealitytobetransformedoroperatedonbyAforthesakeofBPeopledimensionsofBusinessdimensi

8、onsofProductstechnologyartifactscnvInformationcodifiedknowledgeBServiceClient-Individual一Organization-PublicorPrivateFormsofServiceRelationshipFormsofOwnershipRelationshipBo