1 service management ch. 1, role of services in an economy
TRANSCRIPT
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Service ManagementService Management
Ch. 1, Role of Services in an EconomyCh. 1, Role of Services in an Economy
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Learning ObjectivesLearning Objectives
1. Central role of services in an economy.1. Central role of services in an economy.
2. Evolution of an economy from an agrarian 2. Evolution of an economy from an agrarian society to a service society. society to a service society.
3. Features of preindustrial, industrial, and 3. Features of preindustrial, industrial, and postindustrial societies.postindustrial societies.
4. Features of the new experience economy.4. Features of the new experience economy.
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0. Service Definitions0. Service Definitions
A Service is a A Service is a Time-perishable, Time-perishable, IntangibleIntangible Experience Performed for a Experience Performed for a Customer Acting in the Role of a Customer Acting in the Role of a CoproducerCoproducer..
-James Fitzsimmons-James Fitzsimmons
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0. Definition of Service Firms0. Definition of Service Firms
Service Enterprises are Organizations Service Enterprises are Organizations that that FacilitateFacilitate the Production and the Production and Distribution of Goods, Distribution of Goods,
Support OtherSupport Other Firms in Meeting Firms in Meeting Their Goals, and Their Goals, and
Add ValueAdd Value to Our Personal Lives. to Our Personal Lives. - James Fitzsimmons- James Fitzsimmons
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1. Interactive Role of Services1. Interactive Role of Services
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1. Integration of Downstream Services1. Integration of Downstream Services
example: automobile manufacturersexample: automobile manufacturers
Discussion: outsourcing, offshoreDiscussion: outsourcing, offshore
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2. Economic Evolution2. Economic Evolution
Clark-Fisher hypothesisClark-Fisher hypothesis
Three vs. Five stagesThree vs. Five stages
Three categoriesThree categories
2. Trends in U.S. Employment by Sector2. Trends in U.S. Employment by Sector
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10
20
30
40
50
60
70
80
9018
50
1860
1870
1880
1890
1900
1910
1920
1930
1940
1950
1960
1970
1980
1990
2000
Year
Pro
po
rtat
ion
of
tota
l em
plo
yem
ent
Service
Manufacturing
Agriculture
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2. Percent Employment in Services2. Percent Employment in ServicesTop Ten Postindustrial NationsTop Ten Postindustrial Nations
CountryCountry 19651965 19751975 19851985 19951995 20052005
United StatesUnited States 59.559.5 66.466.4 70.070.0 74.174.1 78.678.6
United KingdomUnited Kingdom 51.351.3 58.358.3 64.164.1 71.471.4 77.077.0
The NetherlandsThe Netherlands 52.552.5 60.960.9 68.368.3 73.473.4 76.576.5
SwedenSweden 46.546.5 57.757.7 66.166.1 71.571.5 76.376.3
CanadaCanada 57.857.8 65.865.8 70.670.6 74.874.8 76.076.0
AustraliaAustralia 54.654.6 61.561.5 68.468.4 73.173.1 75.875.8
FranceFrance 43.943.9 51.951.9 61.461.4 70.070.0 74.874.8
JapanJapan 44.844.8 52.052.0 57.057.0 61.461.4 68.668.6
GermanyGermany 41.841.8 n/an/a 51.651.6 60.860.8 68.568.5
ItalyItaly 36.536.5 44.044.0 55.355.3 62.262.2 65.565.5
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2. Percent Service Employment for 2. Percent Service Employment for Selected Industrialized NationsSelected Industrialized Nations
Country 1980 1987 1993Country 1980 1987 1993 20002000
United States 67.1 71.0 74.3United States 67.1 71.0 74.3 74.274.2
Canada Canada 67.2 70.8 74.8 67.2 70.8 74.8 74.174.1
Japan 54.5 58.8 59.9Japan 54.5 58.8 59.9 72.7 72.7
France 56.9 63.6 66.4France 56.9 63.6 66.4 70.870.8
Israel 63.3 66.0 68.0Israel 63.3 66.0 68.0 73.973.9
Italy 48.7 57.7 60.2Italy 48.7 57.7 60.2 62.862.8
ChinaChina 13.1 17.8 21.2 13.1 17.8 21.2 40.6 40.6
Taiwan 38 42 48 55
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2. 2. 服務業在先進國家扮演火車頭服務業在先進國家扮演火車頭
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3. Stages of Economic Development 3. Stages of Economic Development by Daniel Bellby Daniel Bell
Dominant Human Unit of Living Dominant Human Unit of Living
Society Game activity labor social life measure Society Game activity labor social life measure
Pre- Against Agriculture Raw Extended Sub- Pre- Against Agriculture Raw Extended Sub-
Industrial nature Mining muscle household sistence Industrial nature Mining muscle household sistence
Industrial Against Goods Machine Individual Industrial Against Goods Machine Individual Quantity Quantity
fabricated production fabricated production
naturenature
Post- Among Services Artistic Community Quality Post- Among Services Artistic Community Quality of of
industrial persons life industrial persons life
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4. Experience Design Principles4. Experience Design Principles
Theme the Experience (Forum shops)Theme the Experience (Forum shops)
Harmonize Impressions with Positive CuesHarmonize Impressions with Positive Cues(O(O’’Hare airport parking garage)Hare airport parking garage)
Eliminate Negative CuesEliminate Negative Cues(Cinemark talking trash containers)(Cinemark talking trash containers)
Mix in Memorabilia (Hard Rock T-shirts)Mix in Memorabilia (Hard Rock T-shirts)
Engage all Five Senses (Mist in Engage all Five Senses (Mist in Rainforest)Rainforest)
4. Source of Service Sector Growth4. Source of Service Sector Growth
Information TechnologyInformation Technology (e.g. Internet) (e.g. Internet)InnovationInnovation Push Push theory (e.g. Post-it)theory (e.g. Post-it) PullPull theory (e.g. Cash Management) theory (e.g. Cash Management) Difficulty of testing service prototypesDifficulty of testing service prototypesChanging Changing DemographicsDemographics Aging of the population Aging of the population Two-income families Two-income families Growth in number of single people Growth in number of single people Home as sanctuary Home as sanctuary
Discussion TopicsDiscussion TopicsIllustrate how the type of work he or she does Illustrate how the type of work he or she does influences a person’s lifestyle. E.g. contrast a influences a person’s lifestyle. E.g. contrast a farmer, a factory worker, and a school teacher.farmer, a factory worker, and a school teacher.Is it possible for an economy to be based Is it possible for an economy to be based entirely on services?entirely on services?What is the value of What is the value of self-serviceself-service in an in an economy?economy?
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Interactive Class ExerciseInteractive Class Exercise
1.1. Identifies service firms that should be listed Identifies service firms that should be listed in the Fortune 100 and places them in rank in the Fortune 100 and places them in rank order of annual revenue. order of annual revenue. www.fortune.com
case: WAL-MART (p.14)case: WAL-MART (p.14)
2. 2. 搜尋台灣的企業排名,服務業次分類的排搜尋台灣的企業排名,服務業次分類的排名。名。
Distribution of GDP in the US EconomyDistribution of GDP in the US Economy
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