introductiontoservices英文版(編輯修改稿)
2025-01-29 13:59 本頁面
【文章內容簡介】 plications of Heterogeneity ?Service delivery and customer satisfaction depend on employee actions ?Service quality depends on many uncontrollable factors ?There is no sure knowledge that the service delivered matches what was planned and promoted McGrawHill 169。 2023 The McGrawHill Companies 13 S M Implications of Simultaneous Production and Consumption ?Customers participate in and affect the transaction ?Customers affect each other ?Employees affect the service oute ?Decentralization may be essential ?Mass production is difficult 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 15 S M Table 12 Services are Different Goo ds S ervi ces R esul ting I m pl icati onsT an gib le I nt an gib le Se rv ic es c an no t be inv en t orie d.Se rv ic es c an no t be pa t en t ed .Se rv ic es c an no t be rea dily dis pla y ed or c om m un ic at ed .Pric ing is dif f i c ult .St an da rdiz ed H et ero ge ne ou s Se rv ic e de liv ery an d c u s t om er s atis f ac t ion de pe nd onem plo y ee ac t ion s .Se rv ic e qu alit y de pe nd s on m an y un c on t rolla ble f a c t ors.T he re is no s ure k no w led ge t ha t t he s erv ic e de liv ere dm at c he s w ha t w a s pla nn ed an d pro m ot ed .Pro du c t ions ep ara t e f romc on s um pt ionSim ult an eo uspro du c t ion an dc on s um pt ionC us t om ers pa r t ic ipa t e in an d af f ect t he t ran s a c t ion .C us t om ers a f f ect ea c h ot he r.Em plo y ee s af f e c t t he s erv i c e ou t c o m e.D ec en t raliz at ion m ay be ess en t ial.M as s pro du c t ion i s diff ic ult.N on pe ris ha ble Pe ris ha ble I t i s diff ic ult t o s y nc hro niz e s up ply an d de m an d w i t hs erv ic es .Se rv ic es c an no t be ret urn ed or res
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