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M T服務營銷
M T服務營銷
How is technology changing the nature of customer service and service offerings?
Discuss why each of the three new mix elements (process, people, and physical evidence)
is included.
People:
all human actor who (play a part) in (service delivery).
所有 人類 行動者 發揮作用 服務提供
Actors: the firms personnel, the customer, the other customer in the services environment.
參與者: 公司 人員 客戶 其他 客戶 服務 環境中
Process: 流程
The actual procedure, mechanism, and flow of activity by which the services is deliver.
實際 程式 機制 流程 活動 服務 提供
CH2
5. Which of the four provider gaps do you believe is hardest to close? Why?
Gap 3 is the hardest to close because it require coordination of all of the human resources
最难弥合 因为 它 需要 协调 所有 人力资源
empowerment. Changing any one of these is difficult but changing them all, and getting them
授权 改变 其中任何一个 都是 困难 但 改变 所有这些 使它们
Personal needs:
Completely explain the style require by customers.
完整 解释 风格 要求 客户
Past experience:
Better service (Responsiveness: provide prompt services)
CH4
satisfaction is "the customer's evaluation of a product or service (in terms of whether that)
滿意度 是 客戶 評價 對 產品 或 服務 即該
product or service has met their need and expectation. Customer satisfaction is important
產品 或 服務 是否滿足 他們 需求 和 期望 客戶 滿意度 很重要
because (in the long term), without satisfy customer a firm will not survive.
因為 從長遠來看 沒有 滿意 客戶 公司 無法 生存
Product and service feature and attribute, customer emotion, family members, and
產品 和 服務 特徵 和 屬性 客戶 情緒 家庭 成員 和