PART 1 Chapter 1 Chapter 2 Chapter 3 Service Management
01 CHAPTER 1-1 1-2 1-3 SERVICE MANAGEMENT
ervice Management 1-1 (GDP) 70% GDP 10 (Service) 1. (Value and Benefit) 2. (Activity) 4
Chapter 01 3. (Intangible and Physical) (1) (2) (3) Regan(1963) 1. (Intangibility) 2. (Heterogeneity) 3. (Perishability) 4. (Inseparablity) 1-1 1-1 2001 SERVICE 2000 1991 Philip Kotler 1990 Murdick 1988 Hirsch Levitt(1972) 5
ervice Management 1-2 1-2 2001 1997 1990 Murdick, Render & Rusell 1. 2. 1988 1987 Jackson & Musselman 50 1960 (2002) Service Service S Smile to show service enthusiasm. E Employee happy then customer happy. R Response anyone at anytime. V Very good quality is customer s perception. 6
Chapter 01 I Insist on retention not only attraction. C Customer complain is the best free consultant. E Ensure your customer satisfaction and delight. 1-2 1. 2. 3. 1842 Thomas Cook (1) 7
ervice Management (2) (3) (4) (5) 1903 4. 5. 21 (2001) 1. 2. 8
Chapter 01 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 1-3 1-3 1. 2. 1-3 9
ervice Management 1-3 4 1. 2. 3. 4. 5. 6. 7. 2003 12 20WTO (W/120) 2004 11 1. 10
Chapter 01 2. 3. 4. 5. 6. 11
ervice Management 7. 8. IC CIS 9. 10. 11. 12
Chapter 01 12. Lovelock 1986 1. 2. 3. 4. 1. 13
ervice Management 2. 3. 4. 1. 2. 3. 4. 1. 14
Chapter 01 2. 3. 1. KTV 2. 3. 4. 5. 6. 15
ervice Management Service Dell (HP) Sunon 2001 400 2005 One-Stop Shopping Total Solution (Converter) e HP Wal- Mart2003 3D2006 50 1500 16
Chapter 01 3 1 OEM ODM 3 3 2006 ithome online http://www.ithome.com.tw/ 1. 2. 17
ervice Management 18 M emo
02 CHAPTER 2-1 2-2 2-3 2-4 SERVICE MANAGEMENT
ervice Management 2-1 GDP 1994~2002 GDP 5.3% 2002~2010 GDP3.2%2001 GDP GDP (7.4%) GDP2-1 GDP GDP CAGR CAGR 14 20% (94-02) (02-10) 12 10 15% 10% +0.1% +3.3% -0.6% +7.4% 8 6 5% 0% GDP 4-5% +5.3% +3.2% 2-10% -15% 0 1994 1996 1998 2000 2002 2004 2006 2008 2010 * 實質 GDP 值以 2006 年為基準, 為國際比較 本報告的製造業包括礦業 能源及用水等供應業 營造業等 < 2-1GDP 2012 10GDP 10 2-2 250 CAGR (02-10) +5.9% 200 150 +1.3% 100 50 0 2002 2004 2006 2008 2010 2012 2014 2016 2018 2020 < 2-2 GDP 20