增值服務是戰略競爭優勢(PPT 49頁)

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
Increased sophistication in manufacturing may
involve emphasis on value-added services
Entry of international service firms into Chinese
market transfers expertise
Government economic and social policies often
emphasise improved services

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