服务营销.[英文原版].Christopher Lovelock.chapter 4.docVIP

Chapter 4 Distributing Services Through Physical and Electronic Channels Companies best equipped for the twenty first century will consider investment in real time systems as essential to maintaining their competitive edge and keeping their customers. Regis McKennA Think globally, act locally. JOHN NAISBITT An important part of the service model is the distribution of core and supplementary service elements through selected physical and electronic channels. Delivering a service to customers involves decisions about where, when, and how. The rapid growth of the Internet and broadband mobile com