服务营销高技术低接触.pptVIP

Case 8 第四小组 赵忍 黄小娇 李信 罗怡然 白建兵 冯奕雄 introduction Electronic banking service：high-tech，low touch Burning issue MeritaNordbanken’s scale Customer group MeritaNordbanken’s Introduction The way of customers access to services The development of internet banking at MeritaNordbanken Over view MeritaNordBanken considered how to Manage customer participation： ①involvement ②scheduling of production ③car parts Idea intangible Manage customer participation 1 2 3 Idea intangible understand customer habits Develop customer trust ①individual moral ethics ②unmarketable Promote the benefits and stimulate trial ①meritanordbanken ②overview of assets loans 1. 2. 3. 4. Pretest new procedures Understand the determinants of consumer behavior Teach consumers how to use service innovation Monitor and evaluate performance Idea intangible Pay off 表格 1 The number of employees 20,606 19,799 MeritaNordBanken group 1,239 1,130 subsidiaries 381 270 real estate 18,986 18,399 banking operations 2,063 2,096 central staff units 656 615 markets 1,214 1,312 corporate 196 238 asset management 14,824 14,171 retail operations 31-Dec-97 31-Dec-98 Number of employs at MeritaNordBanken Pay off 表格 2 The outcome of the strategies million internet banking clients 2001 use the TV 1998 use the internet 1996 GSM（cellular network） 1992 expanded to PC services 1984 began automatic telephone payments 1982 Services through data networks The close Network services are high-tech but less contact with customer .when they want to create customer value the seven aspects must be considered. These ways can provide better service to customers and make more customer value. 谢谢观看 THANKS 动画模板，按F5播放可以看到精彩的动画 * *