introductiontoservices英文版(存儲(chǔ)版)
【正文】 Economy,” Scientific American, 244,3 (1981): 3139. Year ? Services ? Manufacturing ? Mining Agriculture McGrawHill 169。 2023 The McGrawHill Companies 2 S M McGrawHill 169。 2023 The McGrawHill Companies Chapter 1 INTRODUCTION TO SERVICES McGrawHill 169。 2023 The McGrawHill Companies 9 S M 0 10 20 30 40 50 60 70 80 1948 1959 1967 1977 1987 1996 Figure 13 Percent of . Gross Domestic Product by Industry Percent of GDP Year Source: Survey of Current Business, August 1996, Table 11, April 1998, Table 。 2023 The McGrawHill Companies 16 S M Figure 15 The Services Marketing Triangle Internal Marketing Interactive Marketing External Marketing Company (Management) Customers Employees “ enabling the promise” “ delivering the promise” “ setting the promise” Source: Adapted from Mary Jo Bitner, Christian Gronroos, and Philip Kotler McGrawHill 169。 2023 The McGrawHill Companies 24 S M PE OPLE PHY SI C A LEV IDEN C EPROC ES SEmpl o y e e s Fa c il it y d e s ig n Fl o w of a c t iv iti e sC us tom e r s Equip m e nt N um be r o f s te psC om m uni c a tingc ul ture a nd v a lu e sSigna ge Le v e l of c u s tom e rin v ol v e m e ntEmpl o y e e res e a r c h Empl o y e e d r e s sO the r ta ngi bl e sTable 13 (Continued) Expanded Marketing Mix for Services McGrawHill 169。 2023 The McGrawHill Companies 22 S M Expanded Mix for Services the 7 Ps ? Product ? Price ? Place ? Promotion ? People ? Process ? Physical Evidence McGrawHill 169。 2023 The McGrawHill Companies 14 S M Implications of Perishability ?It is difficult to synchronize supply and demand with services ?Services cannot be returned or resold McGrawHill 169。 2023 The McGrawHill Companies 8 S M Figure 12 Percent of . Labor Force by Industry 0 10 20 30 40 50 60 70 80 1929 1948 1969 1977 1984 199
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