[管理学]服务管理与服务营销第一讲 part1 service and service industry.ppt

Research on Service Management服务管理研究 徐明 东华大学 2009年11月20日 引子 新服务带来大效益。振华港机。ZPMC Karl Marx and Adam Smith believed that services were less important then manufacturing goods,. Why do we need services? People’s natures: people wants better life! Manufacturing is always increased more efficiency and so less people needs in these industries. Plan of Teaching 11-18 week, 8 half days of teaching 19th week, examination and presentation In the middle of 9 weeks, a class exercise will be organized. Brief introduction of myself Dr. Xu Ming Tel/Fax: 86-21-6237-3736 office email: xuming@ 1970-1978, Jiang xi province farmer (Cultural revolution) Study： Knitting, International trade, Enterprise management（Quality management） Professor of Donghua University 1994-1997, deputy dean of Glorious Sun School of Business and Management 1997-1999, Visiting professor in Politecnico di Milano, Italy 2005-2006 Visiting professor in Urbino University, Italy 1999- present, Executive director of Glorious Sun Institute of Management Research fields Quality management and ISO9000 Marketing research Service quality management How to implement the Scientific Outlook on Development? ERP and CRM Tourism enterprise management Clients List Glorious Sun Group Shanghai Grant Theater Motorola Lucent 杉杉童装 Avaya 白马集团 TUV Shanghai Electricity Bureau Great Coast Port Machinery and so on. Concept system 概念体系 Service management 服务管理 service marketing 服务营销 service quality management 服务质量管理 service design 服务设计 service production 服务提供 Teaching material Service management edited in DHU PPTs Reference books: Chen Zhuping, Service Marketing, Zeithaml, Services Marketing English and Chinese Teaching PPTs are mainly in English. Teaching language: English and Chinese Exercise and Exam: English or Chinese Purpose of this course 1, know well of service science; 2, know well of service