服务经济的基本概念.pdf

2011年年9月月14 日 主要内容 “服务”的演化历史 服务的定义服务的定义((顾客与提供者通过交互来创造价值并共担顾客与提供者通过交互来创造价值并共担 风险) 服务的分类模式服务的分类模式 服务与产品的区别 “服务”的发展历史 Pre-Industrial Industrial Post-Industrial Society Society Society Information, knowledge, Primarily Good and quality of life i agrarian ddomiinatte economies economies economies 1800s 1950s 1980s Customer Decision Classical and Decision Classical and fulfillment and fulfillment and Neoclassic marketing satisfaction school 1970s1970s 1900 – 1950s 2000s Marketing Early formative Services management and marketing dominant logic