The Service Innovation Method of Increasing Customer Value for Whole Sevice through Additional Service

摘要：

Firstly,service innovation can be simply divided into two categories: service innovation of adding customer value of single service functional item; service innovation of adding service functional item of customer value. Secondly,from customer value this paper discuss the relation of core and peripheral service,then draw out the conclusions: in essential the relation of core service and peripheral service reflects the relation of priority order of service item that satisfy customer need,core service satisfy basic need of customer and additional service satisfy additional need. When basic need is satisfied,then customer would pursue further need,so we can carry out service innovation through increasing customer value of additional service for whole service.

关键词： service innovation customer value core service addi tional service service functional item

作者: ZENG Qiang

作者单位: Management School,Zhejiang Shuren University,P. R. China

会议类型: 国际会议

会议名称: Zhengzhou Conference Conference on Management of Technology(2009郑州技术管理研讨会 MOT2009)

会议地点: 郑州

会议语种:英文

页码: 49-52

在线出版日期: 2009-04-17（万方平台首次上网日期，不代表论文的发表时间）