服务管理：运作、战略与信息技术(原书第9版)教师手册MGH 9thIM_09 Supply_new.docVIP

Chapter 9 Service Supply Relationships Chapter 9 Service Supply Relationships PAGE 144 PAGE 145 143 CHAPTER 9 SERVICE SUPPLY RELATIONSHIPS TEACHING NOTE The physical supply chain for goods is receiving considerable attention by operations managers because taking a total systems view of the entire process has allowed firms to realize efficiencies beyond the factory walls. We explore the concept of a customer-supplier duality that leads to a view that services are better understood as relationships instead of a chain. Sources of value in the service relationship include bi-directional optimi