服务的特性、拇葱拢式与产.ppt

服務的特性、模式Service concepts and dimensions Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd. OUTLINE 服务的定义 服务的特性 服务的模式 Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd. 服务的定义(1/3)‏ Gronroos(1990a)定义服务(service)为：「一项或一系列具有或多或少无形(intangible)本质的活动。该活动通常，但不一定，发生于顾客与服务人员、实体环境、以及/或服务供应系统的互动之中，并被提供来做为顾客问题的解决方案」 Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd. 服务与实体物品间之差异 Evaluation only. Created with As