服务运作管理整合的视角(PPT 65页)

Part OneTHE NATURE OF SERVICES
The nature of services
Part TwoCUSTOMER LOGIC
Part ThreeHUMAN RESOURCES IN SERVICE ORGANIZATIONS
Part FourOPERATIONS MANAGEMENT INSERVICE ORGANIZATIONS
Part FiveAN INTEGRATED APPROACH
Services Management: An Integrated Approach
services do have some characteristics
Second, services are processes. 
THE GROWING IMPORTANCE OF SERVICES
Role of Services in an Economy
The contribution of services to the creation of wealth
Distribution of GDP in the US Economy
Contribution of service sector to GDP in some developed countries, 1970-99 (%)
 Contribution of service sector to employment, 1999 (%)
Driving forces behind the growth of services (reasons)
Driving forces behind the growth of services
Driving forces behind the growth of services
SERVICES: WHAT MAKES THEM SPECIAL?
Services can thus be defined as:
Intangibility
Simultaneity
perishability
heterogeneity
A CLOSER LOOK AT SERVICES
What are the implications of this intangibility?
Simultaneity  ：[,saiməltə'niəti]
Heterogeneity
Where does this heterogeneity come from?
Perishability
THE ROLE OF SERVICE CLASSIFICATIONS
Degree of simultaneity
Maister’s framework of service classification
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