newgom12-service-全文預(yù)覽
【正文】 – Facilities design and layout – Operations scheduling 國際服務(wù)運(yùn)作 ?管理服務(wù)業(yè)運(yùn)作 –業(yè)務(wù)能力規(guī)劃 –地點(diǎn)規(guī)劃 –設(shè)備設(shè)計與布局 –運(yùn)營時間安排 演講完畢，謝謝觀看！ 。 ? 客戶參與：旅游 – 量身訂制 ? 購買其它產(chǎn)品的附帶服務(wù)：產(chǎn)品支持服務(wù) International Service Operations ? The Role of Government in International Services Trade – Many governments seek to protect local professionals and to ensure that domestic standards and credentials are upheld by restricting the ability of foreigners to practices such professions as law, accounting and medicine – Government regulations often stipulates which firms are allowed to enter service markets and the prices they may charge: banking, insurance, telemunications, transportations, utility, airline routes – Liberalization trend. 國際服務(wù)運(yùn)作 ? 國際服務(wù)貿(mào)易中政府的角色 – 許多政府試圖保護(hù)當(dāng)?shù)芈殬I(yè)人士，并且通過限制外國人從事諸如法律、會計以及醫(yī)藥等行業(yè)而確保國內(nèi)標(biāo)準(zhǔn)及資質(zhì)得到維護(hù)。 13 Service Failsafing PokaYokes (A Proactive Approach) ? Keeping a mistake from being a service defect. ? How can we failsafe the three Ts? Task Tangibles Treatment 13 服務(wù)故障預(yù)防 防故障程序（一種主動的方法） ? 防止錯誤變?yōu)榉?wù)缺陷。 7. 它具有 成本效益 。 3. 它健全完善 。 普通型 很少或沒有 絕大多數(shù)服務(wù)包是標(biāo)準(zhǔn)化的。顧客在界定服務(wù)如何、何為服務(wù)以及服務(wù)發(fā)生于何處方面享有相當(dāng)多的決策自由。s of theser vic e.Se le c t iv e Con si d e r a b leW hile som e p ar ts of the ser vic e p a ckage a r estand ar dized, t he custom er ha s consider ablediscret ion in selecting fr om a w ide m enu ofopt ions.Res t ric t e d L im itedMo st of the ser vic e p ackage is stand ar dized.T he custom er can select fr om a limitednum ber of choices.Ge neri c L ittle o r No n eMo st of the ser vic e p ackage is stand ar dized.T he custom er ha s li ttle d isc r etion in def i ningthe ho w39。 7. 便利 －采用預(yù)約或免費(fèi)停車。 3. 等待 －舒適安頓。 有網(wǎng)站嗎？ 例如：指示或食品的質(zhì)量、旅途的順暢、航空公司的準(zhǔn)時航班記錄、服務(wù)的回應(yīng)時間 Service Package (4 of 4) ? Implicit services Psychological benefits which the consumer may sense only vaguely or extrinsic features ancillary to the service 1. Attitude of serviceCheerful flight attendant. 2. AtmosphereRestaurant d233。 菜譜中的各式佳肴 可租滑雪板 例如：高爾夫俱樂部、租賃滑雪板、食品種類、替換汽車零件、法律文件、醫(yī)療用品 Service Package (3 of 4) ? Explicit services The benefits that are readily observable by the senses and that consist of the essential or intrinsic features of the service 1. Training of service personnelAre the physicians board certified? 2. ComprehensivenessGeneral hospital pared with clinic. 3. ConsistencyAirline’s ontime record. 4. Availability24hour ATM service. Is there a web site? Examples: Quality of instruction or food, smoothness of ride, airline’s ontime record, response time of service 服務(wù)包（ 3/4） ?外在服務(wù) 易于感受到的利益以及由服務(wù)本質(zhì)或內(nèi)在特征構(gòu)成的利益。GOP12 Operations Management Service Operations 全球運(yùn)營管理 12 運(yùn)營管理 服務(wù)運(yùn)營 Characteristics of Services ? Intangibility ? Customer Influence (customer pre
語文相關(guān)推薦
鄂ICP備17016276號-1