toincreaseproductivity(看看消费者提高生产力).docVIP

管理学院 营销1001 3100806022 赵潮 (1~24) May 1979 Look to Consumers to Increase Productivity by HYPERLINK /search/Christopher H. Lovelock/0/authorChristopher H. Lovelock and HYPERLINK /search/Robert F. Young/0/authorRobert F. Young When productivity is a problem in manufacturing, managers turn to the RD department or operations for help. In services, however, especially ones where there is a lot of contact with the customer, such in-house groups cannot by themselves improve productivity. Because services involve the customer in production, are labor intensive, and are time-bound, consumer beha