Dr Christopher Lovelock(ppt 49页)（英文版）

Dr Christopher Lovelock内容提要：
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 
……

Service is the core product of the industry (e.g., insurance, transport, hotels, banking)
Service supplements and adds value to a manufactured good
 manufacturer provides service to end users
 intermediary provides the service (e.g., retailer)
Service to intermediaries -- help them to do a better job selling products to end users
Service to suppliers -- builds relationships and makes purchaser an attractive customer
Internal services -- within firm to other departments, branches, employees (e.g. legal, accounting, human resources)
……

Clear statement of market position relative to competitors and target customers
Easy to do business with for customers and suppliers
Focus on building customer loyalty by creating value
Open to innovation and new ways of  working
Seek continuous improvements on quality and productivity.