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3431.2.3.4.5.803.1ServiceEncounter3.22ShouldiceHospital12[1]••••••••329[1]HarvardBusinessSchoolcase,ShouldiceHospitalLimitedICCHno.9-683-0681983p.3.3.3[1]ChristopherLovelock3.3.13-11)2)3)4)ATM3-1ChristopherH.Lovelock,ClassifyingServicestoGainStrategicMarketingInsights,JournalofMarketing,vol.47,Summer1983,p.12.CD3.3.2/30[1]aChristopherH.Lovelock,ClassifyingServicestoGainStrategicMarketingInsights,JournalofMarketing,vol.47,Summer1983,p.920.3-219833-2ChristopherH.Lovelock,ClassifyingServicestoGainStrategicMarketingInsights,JournalofMarketing,vol.47,Summer1983,p.13.3.3.33-33-3ChristopherH.Lovelock,ClassifyingServicestoGainStrategicMarketingInsights,JournalofMarketing,vol.47,Summer1983,p.15.331Sam3-3BurgerKing3-33.3.423-4(1)(2)(3)133-4ChristopherH.Lovelock,ClassifyingServicestoGainStrategicMarketingInsights,JournalofMarketing,vol.47,Summer1983,p.173.3.53-5756323-5ChristopherH.Lovelock,ClassifyingServicestoGainStrategicMarketingInsights,JournalofMarketing,vol.47,Summer1983,p.183.4•Med•2L.L.Bean••Marriott•••3333.5[1]MichaelPorter[2]3.5.1Wal-MartFederalExpress1.USAAUSAASamPrice2.H.&R.Block3.4.5.AmericanAirlines80034[1]JamesL.Heskett,PositioninginCompetitiveServiceStrategies,ManagingintheServiceEconomy,HarvardBusinessSchoolPress,Boston,1986.[2]MichaelE.Porter,GenericCompetitiveStrategies,CompetitiveStrategy,FreePress,NewYork,1980.3.5.2SprintNordstrom211.Hartford2.3.4.5.MagicPan103.5.3USAA/DavidowUttal[1]PaloAltoDavidowUttal335[1]W.H.DavidowandB.Uttal,ServiceCompanies:FocusorFalter,HarvardBusinessReview,July/August1989,pp.77-85./3-63-6MichealE.PorterCompetitiveStrategyTechniquesforAnalyzingIndustriesandCompetitors19803.6A•24800••FAA••••••TerryHillorder-winningcriteria[1]PPO36[1]TerryHill,ManufacturingStrategy,Irwin,Homewood,Ill.,1989,pp.36-46.PPO3.6.13.6.23.6.33.784337(1)(2)(3)(4)(5)(6)Frito-Lay’s62794225H.E.B.3000030(JohnCampbell)18.1110250320400902060001/365()45075681006002/3StamfordProgressiveGrocerKevinCoupe80H.E.B.38OzmunDianaDworin,CentralMarketprovesitcanthriveevenasitshunsconventionalwisdomandbig-nameproducts,AustinAmericanStatement,October2,1994,p.H1.7371060()Tallahassee44.5302388560298()737LoveFieldLoveField-FortWorth110339SABRE(1)(2)(3)(4)4041.2.3.4.5.6.KmartVSAT()KmartVSATGTESpacenetTroyKmart[1]4.1()[1]BernieWard,Microspace,Maxiprofits,Sky,December1990,pp.22-31.4.24.2.1UPCUPC4.2.2DavidCollier[1]42[1]DavidACollier,TheServiceSectorRevolution:TheAutomationofServices,LongRangePlanning,vol.16no.6,December1983,p.11.(F)(V)(P)(N)(I)(E)(T)4-14.2.3RobertRadchuck[1]1Microsoft®ProjectforWindows,443[1]RobertP.Radchuck,Step-by-StepintoHighTech,CAMagzine,vol.115,no.6,June1982,pp.72-73.4-123.1FVFIVTVTVT,17.9FIVIVTNIRS1040EZT7.6FIFIVCATMRIIVEV6.0FFV4.9FVMasterCardIIVEVTVIBM38904.9FITGVIIITI2.2VTVTP1.6FPVPVT1.5FVFT1.4FIFT()PEmploymentandEarningsU.S.DepartmentofLabor,BureauofLaborStatistics,December1991,TableB-2,pp.52-62.DavidA.CollierTheServiceSectorRevolution:TheAutomationofServices,LongRangePlanning,vol.16,no.6,December1983,pp.12-13.Copyright©1983PergamonPressLtd.444.3[1]4-1::::4-1(JamesA.Fitzsimmons,StrategicRoleofInformationinServices,inRakeshV.Sarin(ed.),PerspectivesinOperationsManagement:EssaysinHonorofElwoodS.Buffa,KluwerAcademicPublisher,Norwell,Mass.,1993,p.103.)4.3.13JamesL.Heskett[2]1.SABREDelta1982(CAB)Frontier445[1]JamesA.Fitzsimmons,StrategicRoleofInformationinServices,inRakeshV.Sarin(ed.),PerspectivesinOperationsManagement:EssaysinHonorofElwoodS.Buffa,KluwerAcademicPublisher,Norwell,Mass.,1993[2]JamesL.Heskett,OperatingStrategyBarrierstoEntry,ManagingintheServiceEconomy,HarvardBusinessSchoolPress,Boston,1986.[1]2.PeopleExpress[2]AlfredKahn70[3]3.AmericanHospitalSupplyMcKesson[4]4.3.28001.SABRE[5]Marriott132.Wal-Mart(VideOcart)1[1]46[1]FrontierAirlines,Inc.(A),HarvardBusinessSchoolCaseno.9-184-041,HBSCaseServices,1983.[2]R.L.RoseandJ.Dahl,SkiesAreDeregulated,ButJustTryStartingaSizableNewAirline,TheWallStreetJournal,July19,1989,p.A1.[3],p.A8.[4]HaroldS.Bott,InformationforCompetitiveAdvantage,OperationsManagementReview,Fall1985,p.35.[5]BarryC.Smith,J.F.Leimkuhler,andR.M.Darrow,YieldManagementatAmericanAirlines,Interfaces,vol.22,no.1,January-February1992,pp.8-31.3.(Otis)4.3.3JamesL.Heskett[2]1.Dun&BradstreetHomeShield2.ClubMedClubMedClubMed3.4-2Borden4.3.41.Frito-LayPlano447[1]KevinHelliker,Wal-MartsStoreoftheFutureBlendsDiscountPrices,Department-StoreFeel,TheWallStreetJournal,May17,1991,p.B1.[2]Heskett,op.cit.,p.44.Frito-Lay4000[1]4-24-23PeterPan1854FoodtownSuperMarket3350HempsteadTurnpikeLevittown,NYPathmarkSupermarket3635HempsteadTurnpikeLevittown,NYKingKullenMarket598StewartAve.Bethpage,NYStoffersRed55Dan'sSupremeSuperMarketBox69-62188thSt.3554Flushing,NYFoodEmporiumMadisionAve.&74thStNewYork,NYWaldbaumSuperMarket196-35HoraceHardingFlushing,NYCoors2134FoodEmporium1498YorkAve.NewYork,NYFoodEmporiumFirstAve.&72ndStNewYork,NYGristede’sSupermarket350E.86thSt.NewYork,NYMichaelJ.McCarthy,MarketersZeroinonTheirCustomers,TheWallStreetJournal,March18,1991,p.B1.TheWallStreetJournal,DowJones&Company,Inc.48[1]PeterH.Lew
本文标题:服务概念与竞争战略
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