服务性工作部门工作负荷评估模式

2000The2000ConferenceonTechnologyandManagement,pp.25-33-25-(manufacturingsector)(servicefactory)-26-Buell1984(Activities)(Benefits)(Satisfactions)Kotler1984Muricketal.1990IntangibilityInseparabilityHeterogeneityPerishability-27-()()()()()iniitxT*1∑==itixnii:::1l2l3l4l5l5,4,3,2,1,=iil1l+2l+3l+4l+5l=1il-28-mil~iil~kixki},..,,{21mxxxX=mk),..,,(521kkkkxxxx=mk,..,2,1=kixki5,..,2,1=imx),..,,(521miiixxxx=}{kikixMaxx=*5,..,2,1=i*ixk*x),....,,(*21nxxxx***=kix*ix*ikikixxd=mk,..,2,1=),..,,(21miiiidddd=,1∑==mkkiidD5,......,2,1=iiikimkikiiDdDdKdeln)(1∑=-=mkln/1=ln,0K-29-0)(10≥≤≤ikidedid1)(0≤≤ide)(1∑==niideE)(ideimedeiln)(max==iil~)(ide)(1ide-)(ide)](1[51~iideE--=l2-21~0≤≤il1~1=∑=miilm}~,...,~,~{~521llll=iiwi},....,,{521=iwiw5,..,2,1,=iiiiiiiww∑==51~~lll2-3il5,..,2,1,=iil-30-9890909296808080909090907095600.30.050.050.10.50.150.150.350.150.20.10.30.30.20.10.30.30.10.20.10.150.20.250.150.25-31-iw0.1500.2830.3450.0690.150il~0.1690.1860.2090.2270.209il0.1280.2660.3660.0790.1618080809090706070607060806080800.30.30.10.20.18384.936564.267273.39-32-0.10.30.250.250.10.30.050.050.10.50.30.30.10.20.10.150.20.250.150.25iw0.1410.3060.2620.1020.189il~0.2600.0920.4350.0470.165il0.1700.1310.5310.0220.14592.18ipsativenormative-33-1.--8262.814151~1693.BuellV.P.,MarketingManagement:AStrategicPlanningApproach,McGraw-HillBookCo.,1984,p620.4.KotlerP.,MarketingManagement:Analysis,PlanningAndControl,5thed.,Prentice-HallInc.NewJersey,1984,p.4975.MurickR.G.,RenderB.,RusselR.S.,ServiceOperationManagement,Boston,Allyn&BaconCorp.,1990,p4.-34-