服务管理Chap002_li.pptVIP

Learning Objectives Identity and critique the five distinctive characteristics of a service operation and explain the implications for managers. 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. 2-* Chapter 02The Nature of Services Service-Product Bundle Element Core Goods Example Core Service Example Business Custom clothier Business hotel Core Business suits Room f