增值服务是战略竞争优势资料.pptVIP

(c) 1999 Lovelock Associates ADDING VALUE THROUGH SERVICE:STRATEGIES FOR COMPETITIVE ADVANTAGE Dr Christopher Lovelock Yale University Beijing Overview Success factors in service-driven businesses Creating value for customers through service The Flower of Service: core and supplementary elements Customer loyalty creates value for the firm Some strategies to improve success Why Effective Management of Services Will Become More Important for China More demand for services from domestic consumers as per capita income rises Tourism stimulates demand for many services In