服务营销案例思考.pptVIP

服务营销案例思考 Shouldice Case Questions How does the Shouldice Hospital experience differ from a normal hospital experience? What is the bundle of benefits purchased by the consumers? Who is the target group of customers and what do they have in common, apart from a hernia?? Be prepared to describe them (in terms of their common characteristics). How are the benefits delivered to those customers? How efficient is its production process?? Do you see any problem areas, bottlenecks, or fail points? What are Shouldice Hospital’s major strengths and weaknesses?? Which of these are the most important? How successful is Shouldice Hospital?? How do you account for its performance? What growth opportunities are available to Shouldice?? Which, if any, would you recommend?? Why? 肖尔案例问题 怎样肖尔代斯医院的经验，从“正常”医院的经验有什么不同？ 什么是受到了消费者的购买利益捆绑？ 谁是客户的目标群体和他们有什么共通之处，除了有疝气？准备来形容他们（在他们的共同特点而言）。 怎样的好处传递给那些客户？ 如何有效的是它的“生产过程”？难道你看不出什么问题区域，性能瓶颈或故障点？ 什么是肖尔代斯医院的主要优势和劣势？下列哪些是最重要的？ 如何成功的是肖尔代斯医院？你如何解释它的性能？ 哪些增长机会提供给肖尔？其中，如果有的话，你会推荐什么？为什么呢？ Article Discussion- “Faith, Trust, and Pixie Dust”, “Mickey Mouse Operation is a Great School” 1. What human resource strategies do you see being employed here? (Refer to those discussed in Chapter 11 for some ideas.) 2. Which strategies would work universally? Which would be rather limited in applicability? 3. How would you describe the Disney culture? 4. What can other companies learn from Disney in terms of leadership, people management, and service quality? 文章讨论 - “信仰，信任，和仙尘”，“米老鼠操作是一个伟大的学校” 1。你在这里看到的被采用什么样的人力资源战略如何？ （参见那些在第11章的一些想法进行讨论。） 2。这策略将工作普遍？这将是相当有限的适用性？ 3。你会如何形容迪斯尼文化？ 4。有什么可以其他公司从迪斯尼学习在领导力，人员管理和服务质量方面？