服务管理：运作、战略与信息技术原书第7版教学课件ppt作者美）詹姆斯A菲茨西蒙斯JamesAFitzChap002课件.pptVIP

The Nature of Services Learning Objectives Explain what is meant by a service-product bundle. Identity and critique the five distinctive characteristics of a service operation and explain the implications for managers. Explain how services can be described as customers renting resources. Describe a service using the five dimensions of the service package. Use the service process matrix to classify a service. Explain how a strategic classification of services can be helpful to managers. Explain the role of a service manager from an open-systems view of service. Service-Product Bundle Distinc