服务管理Chapli精要.pptVIP

Review of Part I-Understanding Services The Role of Services in an Economy The Nature of Services Service Strategy To study Part II-Designing the Service Enterprise (Chapter 4, 5, 6, 7, 8, 9) Chapter 04New Service Development Learning Objectives （1）Describe the types of new services. （2）Discuss the new service development process. （3）Prepare a blueprint for a service operation. （4）Compare and contrast the generic approaches to service system design. 引导案例：让顾客来决定产品与服务设计 迪斯尼乐园的快餐服务设计 迪斯尼是一个游乐场所,迪斯尼乐园里餐厅的快餐服务都是根据顾客需求来设计的.根据用餐情形，人一般可分为3种：喜欢细嚼慢咽的人、喜欢快速上菜然后慢慢享用的人以及喜欢迅速吃完的人。应对这3种不同需求，迪斯尼提供了5