服務(wù)分類培訓(xùn)資料(編輯修改稿)
2025-02-16 22:34 本頁面
【文章內(nèi)容簡介】 people to an equipment orientation*Length of contact time moves from high to low*Degree of customization moves from high to low*Level of employee discretion moves from high to low*Value added moves from front office to back office (Focus moves from a process to product orientation.) Results3. Application of Service ClassificationThere are three service types： services（專業(yè)化服務(wù)）2. Service Shop（作坊服務(wù)）3. Mass Services（大眾服務(wù)） ResultsThree Types of Service Services: 2. Organizations with relatively few transactions, highly customized, process oriented, with relatively long contact , with most value added in the front office, where considerable judgment is applied in meeting customer needsThree Types of Service 2. Mass Services: Organizations where there are many customer transactions, involving limited contact time and little customization. The offering is predominantly product oriented with most value being added in the back office and little judgment applied by the front office staff.Three Types of Service3. Service Shops: A categorization which falls between professional and mass services with the levels of the classification dimensions falling between the other two extremes. 專業(yè)化服務(wù)（ Professional services） 服務(wù)作坊 (Services shop) 大眾服務(wù)
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