個案資料
了解個案內容與學習目標，選擇授課教師及使用課程。
Where Does the Customer Fit in a Service Operation?
內容大綱
Service systems with high customer contact operate at a lower degree of efficiency than those with limited customer contact. Managers should separate high-contact and low-contact elements of a service system; separate groups of people should perform high- and low-contact activities. Implementation of these concepts will enhance the development of two contrasting classes of worker skills and orientations. It requires, however, answering questions concerning the company's operating system, procedures and potential.