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512345C5.1)5.2[1]G.LynnShostack5-1)5-1G.LynnShostack,ServicePositioningthroughStructuralChange,JournalofMarketing,vol.51,January1987,p.36.557[1]G.LynnShostack,DesigningServicesThatDeliver,HarvardBusinessReview,January-February1984,pp.133-139.ServiceEncounter96F30)6115.3G.LynnShostack[1]5-2H&R58[1]G.LynnShostack,ServicePositioningthroughStructuralChange,JournalofMarketing,vol.51,January1987,pp.34-43.5-25-15-1//(4)4(15)20(6)12(6)G.LynnShostack,ServicePositioningthroughStructuralChange,JournalofMarketing,vol.51,January1987,p.36.5.45-2()5595-2()()()UrbanWemmerlov,ATaxonomyforServiceProcessandItsImplicationsforSystemDesign,InternationalJournalofServiceIndustryManagement,vol.1,no.3,1990,p.295.4.15.4.267605.4.311135.525.5.1[1]561[1]TheodoreLevitt,Production-LineApproachtoService,HarvardBusinessReview,September-October1972,pp.41-52.1.92.3.4.5.5.262500)1.2.))5)!AAMCOMidas135.5.3RichardChase[1]563[1]RichardB.Chase,WhereDoestheCustomerFitinaServiceOperation?HarvardBusinessReview,November-December1978,pp.137-142.1.2.5-35-3RichardB.Chase,WhereDoestheCustomerFitinaServiceOperation,HarvardBusinessReview,November-December1978,p139.643Chase5-3[1]/5-3:R.B.ChaseandN.J.Aquilano,AMatrixforLinkingMarketingandProductionVariablesinServiceSystemDesign,ProductionandOperationsManagement,6thed.,RichardDIrwin,Inc.,Homewood,Ill.,1992,.p.1235.5.4ITITSnapCracklePopITITITITITITITIT1.IT565[1]R.B.ChaseandN.J.Aquilano,AMatrixforLinkingMarketingandProductionVariablesinServiceSystemDesign,ProductionandOperationsManagement,6thed,.Irwin,Homewood,Ill.,1992.DeltaDelta2.IT)5.6666(1)Shostack(2)(3)(4)(5)(6)PacBell19919PacBell12SantaAnaINFOTEL254()INFOTELSantaClarita3INFOTEL4INFOTELINFOTELPacBell10INFOTELSandyCoashSandy3485567INFOTELPacBell222SantaClarita6CindyPascoeINFOTEL1100040INFOTEL100001997INFOTEL10000(UPS)1983903000INFOTEL18ReprintedwithpermissionfromJoanE.Rigdon,Retoolinglives:TechnologicalGainsAreCuttingCosts,andJobs,inServices,TheWallStreetJournal,February24,1994,p.A5.ReprintedbypermissionofTheWallStreetJournal,1994,DowJones&Companym,Inc.AllRightsReservedWorldwide.100[1]SangM.LeeSang68[1]:SangM.Lee,JapaneseManagementandthe100YenSushiHouse,OperationsManagementReview,Winter1983,pp.46-48.Lee10010030Misoshiru()100800100Lee100Tamura()()1001003030(1)100(2)100(3)100(4)100569[1]8:005:006:009:0070[1]MaraSegalJamesFitzsimmons3:305:005:008:3010:003:003(1)(2)(3)200000.105-4(4)5-4()280074005001()55447236571()528122616530121.50100400022400016710002134042272ClarkeWright2060C-W[1]C-WC-WC-WC-WBridgetteBernadeLouise56C-W2C012C02Bridgette252520C-W1212SijC0iC0jCijBridgette124S12C01C02C125564C-WC-WC-W5Bridgette45-4(1)5-5Bridgette625-4[1]G.ClarkeandJ.W.Wright,SchedulingofVehiclesfromaCentralDepottoaNumberofDeliveryPoints,OperationsResearch,vol.12,no.4,July-August1964,pp.568-581.573(2)(3)Sij1281512115-6(4)TTTij0()jT3aT2(Bridgette)j(1234)T0j2Tij2TT2bT1ijTij1T1cT0ijTij0T0T0T12T0XTT2()5-7aBrigtte(4)T=2(5)C(ij)ijaT0iT0j0bijcij3Tij=1BridgetteC(23)(17)T02T0302323T=1C(23)5-7bT23123232003745-55-65-7a)5-7b)10-1-020-2-030-3-040-4-010-1-020-2-3-030-4-0C(02)C(03)T=2T=15-7bT35a5b5c53T13()C-WBridgette1755-7bC(24)14T02T040242424T=1C(02)C(04)T5-7c024011C(12)T010T020125aC(34)T03T040345bC(13)T01T0301313C(13)T15-7d0130C-WBridgette5-8500Bridgette1000C-WBridgette5c5-9T25-10a(5755-7c)5-7d)10-1-020-4-2-3-00-4-2-3-1-05-85-976)C(23)23C(23)T1C(02)C(03)T15-10b0-2-3-0Bridgette(5c)(12)(13)(24)(34)14T1C(14)C(01)C(04)T15-10c5-1199.85-1280C-W25BartholdiSenior(MOW)[1]MOW(1)(2)410-1-020-2-030-3-040-4-010-1-020-2-3-030-4-010-2-3-020-1-4-05-10a)5-10b)5-10c)99.8805-115-12[1]J.J.BartholdiIII,L.K.Platzman,R.L.Collins,andW.H.WardenIII,AMinimalTechnologyRoutingSystemforMealsonWheels,Interface,vol.13,no.3,June1983,pp.1-8.(3)(4)MOW2RΘRolodex()Rolodex4C-W10SijC0iC0jCij5775144233341622451413202324785.15.25.35.45795.5LoneStarabc5.65.75.84212340a.21.5/51080/b.c.1/10Daley[1]AliceDaleyDaley680[1]RolandBresslerRaymondMatthewsJamesA.FitzsimmonsDaley9Daley31220901-222-353-551-342-463-6101-462-574-531-562-6114-651-6123-465-658308915(1)10(2)9(3)89(4)6-(5)(6)89(7)25(8)8[1]PortWelkin5KellyMistMistRushRush5(1)Mist581[1]JamesVanceJamesFitzsimmons820.455/60/90C-WRush(2)RushMist()40Rush(3)RushMist3()RushMist48128302201831814421265303261.2.3.4.5.6.KmartWal-MartWal-MartWal-martKmart[1]Wal-martKmartKmartKmartWal-MartKmartWal-MartWal-MartWal-martIHOPInternationalHouseofPancake)McDonald[1]FrancineSchwadel,LittleTouchesSpurWal-Mart’sRise,TheWallStreetJournal,September22,1989,p.B1.[1]6.16.23,123456.2.1McDonaldIHOP84[1]SteveLohr,TheBestLittleBankinAmerica,TheNewYorkTimes,July7,1991,sec.3,p.1.6.2.2McDonald6.2.3606.2.4NordstromsEddieBauer685866.2.5PriscillaPrice6.31006BHG2003131312033321810332068736.3.16.16.11206-11656-1()1152303604405206()306-1a3886031204906-1a)b)6-1b712014120263120606015140455654560a)b)6-216552266-266.3.2nnn1036288006.26.2WacoNeptunesRealm6-2[1]6-26-3a6-2ADAC124ACCA6-3b966-3cACCDEF706-3dBEF689[1]ElwoodS.Buffa,SequenceAnalysisforFunctionalLayouts,JournalofInd