服务管理与服务营销第一讲.pptVIP

Research on Service Management服务管理研究 ;引子;Plan of Teaching;Brief introduction of myself; Research fields;Clients List;Concept system 概念体系;Teaching material;English and Chinese Teaching;Purpose of this course;Practice, theory and ability!;Outlines of service management ;Something related to Service/ management;Business services in Shanghai;Service and Service Industry服务与服务业 ;Competitive trends since 1990s90年代以来的竞争趋势;90年代以来的竞争趋势Competitive trends since 1990s ;Before internally;Shifting to Customer satisfaction and customer focus ;value;Total quality management and service quality;Emphasis on