【正文】
roduct ?Output can be inventoried ?Low customer contact ?Long response time ?Regional, national, or international markets ?Large facilities ?Capital intensive ?Quality easily measured ?Intangible, perishable product ?Output cannot be inventoried ?High customer contact ?Short response time ?Local markets ?Small facilities ?Labor intensive ?Quality not easily measured 制造業(yè)與服務(wù)業(yè)組織的特征統(tǒng)一 更趨向于制造業(yè)組織 更趨向于服務(wù)業(yè)組織 ?有形的、耐用產(chǎn)品 ?產(chǎn)品可以庫存 ?客戶聯(lián)絡(luò)不 多 ?回應(yīng)時間長 ?區(qū)域、國家,或國際市場 ?大型設(shè)備 ?資本密集 ?質(zhì)量易于衡量 ?無形的、易逝產(chǎn)品 ?產(chǎn)品不可以庫存 ?客戶聯(lián)絡(luò)頻繁 ?回應(yīng)時間短 ?當?shù)厥袌? ?小型設(shè)備 ?勞動力密集 ?質(zhì)量不易衡量 Vending machines Automated car washes Motion picture theaters Dry cleaning Taxis Excavating Airlines Computer time sharing Lawn care Guards Janitorial services Appliance repair Plumbing repair Executive recruiting Lawyers Manage ment Accountant Auto Mon. by relatively unskilled Operated by skilled Unskilled labor Skilled Labor Pro EquipmentBased PeopleBased Service Services 自動販賣機 自動化汽車 清洗 電影院 干洗 出租車 挖掘 航空公司 計算機分時 技術(shù) 草坪維護 警衛(wèi) 看守服務(wù) 電器維修 管道維修 高級管理 人員招募 律師 管理人員 會計 自動 相對簡單 的工作 由熟練工 操作 無須技術(shù) 的勞動 需要技能的 勞動 專業(yè)人員 以設(shè)備為基礎(chǔ) 以人為基礎(chǔ) 服務(wù) 服務(wù) Service Package (1 of 4) ? Supporting facility The physical resources that must be in place before a service can be offered 1. LocationIs it centrally located? 2. Interior decoratingIs the proper mood established? 3. Supporting equipmentDoes the dentist use a mechanical or air drill? 4. Architectural appropriatenessUnique recognizable feature of a blue tile roof. 5. Facility layoutIs there a natural flow of traffic? Examples: Golf course, ski lift, hospital, airplanes 服務(wù)包( 1/4) ?支持設(shè)施 在提供某項服務(wù)之前,物質(zhì)資源必須到位 1. 地點 -是否處于中心位置? 2. 內(nèi)部裝飾 -是否營造了適當?shù)姆諊? 3. 支持設(shè)備 -牙醫(yī)是用機械鉆還是風鉆? 4. 建筑適宜度 -以藍瓦作房頂?shù)莫毺匦涯刻卣鳌? 5. 設(shè)施規(guī)劃 -運輸流程是否通暢? 例如:高爾夫球場、滑雪纜車、醫(yī)院、飛機 Service Package (2 of 4) ? Facilitating goods The material purchased or consumed by the buyer or items provided by the consumer 1. ConsistencyCrispness of french fries. Portion control. 2. QuantitySmall, medium, or large drink. 3. SelectionVariety of replacement mufflers. Number of menu items. Rental skis available. Examples: Golf clubs, rental skis, food items, replacement auto parts, legal documents, medical supplies 服務(wù)包( 2/4) ? 提供便利的商品 買方購買或消費的材料,或者由消費者提供的事項 1. 一致性 -炸薯條的松脆。 1. 服務(wù)人員培訓 -醫(yī)生委員會是否經(jīng)過了認證? 2. 全面性 -較之診所的綜合醫(yī)院。cor or music in a bar. 3. WaitingBeing placed on hold. 4. StatusBox seats at sports event. 5. Sense of wellbeingWelllighted parking lot.