精品课程-服务营销
     
阅读材料:英文类
发布时间: 2009-05-20   浏览次数: 179

                这里列出了本课程的英文类阅读材料,其中,部分材料提供全文链接,并可下载。

      1. IBM. Hiding in plain sight: Service innovation, a new priority for chief executives. àView 
      2. Andy Neely. The servitization of manufacturing: An anlsysis of global trends. àView
      3. Leonard L.Berry, Neeli Bendapudi. Clueing In Customers.
      4. Richard B.Chase, Sriram Dasu. Want to perfect your company’s service? use behavioral science.
      5. Mary Jo Bitner, Stephen W.Brown. The service imperative.
      6. Mary Jo Bitner, Amy L.Ostrom, Matthew L.Meuter. Implementing successful self-service technologies.
      7. Mary Jo Bitner, Amy L.Ostrom, Felicia N.Morgan. Service Blueprinting: A Practical Technique for Service Innovation.
      8. F.Ian Stuart. Designing and executing memorable service experiences: Lights, camera, experiment, integrate, action!
      9. Uday Karmarkar. Will you survive the services revolution?