服务运营管理

91234565RichardNormann(MomentofTruth)[1]SASJanGarlzonSASJanGarlzon[2]9.1[1]RichardNormann,ServiceManagement,JohnWiley&Sons,NewYork,1984,p.89.[2]JanCarlzon,MomentsofTruth,Ballinger,Cambridge,Mass.,1987.9.29-19-1JohnE.G.Bateson,PerceivedControlandtheServiceEncounter,inJ.A.Czepiel,M.R.Solomon,andC.F.Surprenan(eds.),TheServiceEncounter,LexingtonBooks,Lexington,Mass.,1985,p.76.9.2.1JiffyLubeH.R.Block9.2.291659.2.39.39.3.1ABXYMD•[1]•[2]•[3](ServiceMaster)GarolLoomis166[1]H.M.SchwartaandS.M.Davis,MatchingCorporateCultureandBusinessStrategy,OrganizationalDynamics,vol.59,1981,p.33.[2]HenryMintzberg,MintzbergonManagement:InsideOurStrangeWorldofOrganizations,TheFreePress,NewYork,1989,p.98.[3]WayneK.Hay,C.JohnTarter,andRobertB.Kottkamp,OpenSchools/HealthySchools,SagePublications,London,1991,p.5.[1]9.3.2TJanCarlzonSAS[2]TacoBellServiceMasterMarriottDaytonHudson1)2)3)4)[3]9.49167[1][4]Carol,J.Loomis,HowtheServiceStarsManagedtoSparkle,Fortune,June11,1984,p.117.[2]W.E.Sasser,Jr.,CW.L.Hart,andJ.L.Heskett,TheServiceManagementCourse,TheFreePress,NewYork,1991,p.97.[3]L.A.SchlesingerandJ.L.Heskett,TheService-DrivenServiceCompany,HarvardBusinessReview,September-October1991,p.72.()9.4.11()2?39.4.216899-19-1112233456J.D.Nyquist,M.J.Bitner,andB.H.Booms,IdentifyingCommunicationDifficultiesintheServiceEncounter:ACriticalIncidentApproach,inJ.A.Czepiel,M.R.Solomon,andC.F.Surprenant(eds.),TheServiceEncounter,LexingtonBooks,Lexington,Mass.,1985,pp.195-212.1756(1)()(2)(10)(3)()(4)()(5)()(6)()23(1)(ATM)(2)()(3)()191699.59.5.1GregoryStone4[1](1)(2)(3)(4)[2](1)(2)(3)(4)(5)(6)(7)29.5.2[3],170[1]GregoryP.Stone,CityShoppersandUrbanIdentification:ObservationsonthesocialPsychologyofCityLife,AmericanJournalofSociology,July1954,pp.36-43.[2]JohnE.G.Bateson,TheSelf-ServiceConsumer:EmpiricalFindings,inL.Berry,L.Shostack,andG.Upah(eds.),MarketingofServices,AmericanMarketingAssociation,Chicago,1983,pp.76-83.[3]AdaptedfromM.R.Solomon,C.F.Surprenant,J.A.Czepiel,andE.G.Gutman,ARoleTheoryPerspectiveonDyadicInteractions:TheServiceEncounter,JournalofMarketing,vol.49,Winter1985,9.6[1]239-269-2BenjaminSchneider,TheServieOrganization:ClimateIsCrucial,OrganizationalDynamics,Autumn1980,p.62.(1)(2)(3)9171[1]AdaptedfromBenjaminSchneider,TheServiceOrganization:ClimateIsCrucial,OrganizationalDynamics,Autumn1980,pp.52-65.(4)(5)(1)(2)(3)(4)(5)1721.2.3.4.5.6.7.8.9.10.11.12.13.14.15.16.9-3BenjaminSchneider,TheServieOrganization:ClimateIsCrucial,OrganizationalDynamics,Autumn1980,p.64.()9-39.7[1]9-49-4TheLinksintheServiceProfitChain[JamesL.Heskett,ThomasO.Jones,GaryW.Loveman,W.EarlSasser,Jr.,andLeonardA.Schlesinger:PuttingtheService-ProfitChaintoWork,HarvardBusinessReview,March-April1994,p.166.]1.USAA752.53.(6070)15154.9173[1]J.AdaptedfromL.Heskett,T.O.Jones,G.W.Loveman,W.E.Sasser,Jr.,andL.A.Schlesinger,PuttingtheService-ProfitChaintoWork,HarvardBusinessReview,March-April1994,pp.164-174.5.566.52585()BancOne9.810()(ATM)(1)(2)174(3)(4)(5)()()()()()()()()JudithMartinComplaint-HandlingRequiresaDeftSwitcherooAssociatedPreassasPrintedinAustinAmericanStatesmanNovember11992P.E14[1]9175[1]BridgettGagneSandhyaShardanandLauraUrquidiJamesA.Fitzsimmons19841010()3801500030000T1761Door(1)(2)(3)/91771()9-2101143815239(T)183=550.05900.91101.10NTiRi(OTi)(9-1)NTiiOTiiRii(0.9090)NTi1.100.0500.0558106178(9-2)9179STiiACTn()0.294100.10.327()2.SherylE.KimesStephenA.Mutkoski7[1](1)(2)(3)(4)(5)(6)KimesMutkoski(7)KimesMutkoski180[1]S.E.KimesandS.A.Mutkoski,CustomerContactinRestaurants:AnApplicationofWorkSampling,TheCornellHRAQuarterly,May1991,pp.82-88.(9-3)661.58(1)(2)(3)(4)(5)(6)(7)(8)9-340S.E.KimesandS.A.Mutkoski,CustomerContactinRestaurants:AnApplicationofWorkSamplingTheCornellHRAQuarterly,May1991,p.86.©CornellHRAQuarterly.Usedbypermission.Allrightsreserved.KimesMutkoski91819-3##320955()NZPEP500.5()PP=0.2(20)E=0.05Z=1.96(0.95A)(9-4)N(1.96)2(0.2)(10.2)(0.05)224620134.-(1)9-5-154897248(2)9-648159182(9-4)N(11)9-5:9-61.18110159183112960964814448484891548159212113213231223(9-1)NTiRi(OTi)(1.10)(18)19.8(9-2)60/23.32.52.955100.5(9-4)3881219.1809559.214109.3LastResort890a.b.109.43a.85b.109.5438090a.b.159.6LastResort60955184(1-0.15)38.4a.b.8(10)9.72010955a.b.159.8101540()153060()5[1]18MD67RN145LVN196368794(RN)8(1)(2)()(3)(4)(5)(6)(7)(8)()151210405351014298(1)9185[1]JamesVanceJamesA.Fitzsimmons(2)113.853.1212.364.5311.973.1439.7811.618610123SERVQUAL4Poka-yoke567-8910ATM5ATM8:30ATM30010018[1][1]DanielPearl,MoreFirmsPledgeGuaranteedService,TheWallStreetJournal,July17,1991,p.B1.10.1SERVQUALPoka-yakeMalcolmBaldrige10.210-110.2.110-1[1]10-1A.Parasuraman,V.A.Zeithaml,andL.L.Berry,AConceptualModelofServiceQualityandItsImplicationsforFutureResearch,JournalofMarketing,vol.49,Fall1985,p.48.188[1]A.Parasuraman,V.A.Zeithaml,andL.L.Berry,SERVQUAL:AMultiple-ItemScaleforMeasuringConsumerPerceptionsofServiceQuality,JournalofRetailing,vol.64,no.1,Spring1988,pp.12-40.(ES)(PS)1018910.2.2ClubMed10-2ClubMed/ClubMed10-35410-3V.A.Zeithaml,L.L.Berry,andA.Parasuraman,CommunicationandControlProcessesintheDeliveryofServiceQuality,Jour