| 营销视角下服务分类研究综述 |
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| 引用本文： | 余宙婷,舒华英.营销视角下服务分类研究综述[J].北京邮电大学学报(北京邮电大学学报),2011(4):61-67. |
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| 作者姓名： | 余宙婷 舒华英 |
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| 作者单位： | 北京邮电大学经济管理学院,北京,100876;北京邮电大学经济管理学院,北京,100876 |
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| 基金项目： | 国家自然科学基金项目(71001010) |
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| 摘 要： | 随着服务业的不断发展,服务分类的研究引起了众多学者的关注。通过回顾1980—2010年间营销领域内对服务分类的相关研究,基于研究角度的不同将目前的服务分类研究分为基于运营管理的服务分类和基于客户感知的服务分类。运营管理分类方面的研究主要围绕服务本质、组织目标、生产过程、传递方式以及客户关系五个维度展开;客户感知分类方面的研究不仅涵盖了分类维度讨论,而且开始采用定量的研究方法。通过对两方面研究成果的详细阐述,综合评述了目前营销领域服务分类研究的贡献和不足。
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| 关 键 词： | 服务分类 营销 运营管理 客户感知 |
Review of Service Classification in the Field of Marketing |
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| YU Zhou-ting,SHU Hua-ying.Review of Service Classification in the Field of Marketing[J].Journal of Beijing University of Posts and Telecommunications(Social Sciences Edition),2011(4):61-67. |
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| Authors: | YU Zhou-ting SHU Hua-ying |
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| Institution: | YU Zhou-ting,SHU Hua-ying(School of Economics and Management,Beijing University of Posts and Telecommunications,Beijing 100876,China) |
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| Abstract: | With the development of service industry,service classification has aroused the attention from numerous scholars.After reviewing all research on service classification in the field of marketing during 1980 to 2010,the current research has been divided into two parts,which are based on operation management and based on customer perception respectively.In terms of the research on operation management,it mainly states the dimensions of service classification,including the nature of services,organizational goal... |
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| Keywords: | service classification marketing operation management customer perception |
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