增值服务是战略竞争优势(PPT 49页)

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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