期刊
JOURNAL OF OPERATIONS MANAGEMENT
卷 20, 期 2, 页码 121-134出版社
WILEY
DOI: 10.1016/S0272-6963(01)00090-0
关键词
service concepts; service design planning; service recovery design
The service concept plays a key role in service design and development. But while the term is used frequently in the service design and new service development literature, surprisingly little has been written about the service concept itself and its important role in service design and development. The service concept defines the how and the what of service design, and helps mediate between customer needs and an organization's strategic intent. We define the service concept and describe how it can be used to enhance a variety of service design processes. As illustrations here, we apply the service concept to service design planning and service recovery design processes. Employing the service concept as an important driver of service design decisions raises a number of interesting questions for research which are discussed here. (C) 2002 Elsevier Science B.V All rights reserved.
作者
我是这篇论文的作者
点击您的名字以认领此论文并将其添加到您的个人资料中。
推荐
暂无数据