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商科代写|市场营销作业代写Services Marketing代考|Service Innovation and Design

如果你也在 怎样代写市场营销Services Marketing这个学科遇到相关的难题,请随时右上角联系我们的24/7代写客服。市场营销Services Marketing是一种通用的、静态类型的、纯函数式的编程语言,具有类型推理和懒惰评估的功能。Haskell的主要实现是Glasgow Haskell编译器(GHC)。它是以逻辑学家Haskell Curry的名字命名的。

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商科代写|市场营销作业代写Services Marketing代考|Service Innovation and Design

商科代写|市场营销作业代写Services Marketing代考|NEW SERVICE DEVELOPMENT PROCESSES

Research suggests that products that are designed and introduced via the steps in a structured planning framework have a greater likelihood of ultimate success than those not developed within a framework. Despite the proven value of a structured and analytic approach to innovation, often new services are introduced on the basis of managers’ and employees’ subjective opinions about what the services should be and whether they will succeed, rather than on objective designs incorporating data about customer perceptions, market needs, and feasibility. A new service design process may be imprecise in defining the nature of the service concept because the people involved believe either that service processes cannot be defined precisely or that ‘everyone knows what we mean’. None of these rationalizations for imprecision or lack of planning are justifiable, as we illustrate in this chapter’s model for new service innovation and development. ${ }^{6}$

Because services are produced and consumed and co-created in real time, often involving interaction between employees and customers, it is also critical that innovation and the new-service development process involve both employees and customers. Employees frequently are the service, or at least they perform or deliver the service, and thus their involvement in choosing which new services to develop and how they should be designed and implemented can be very beneficial. Contact employees are psychologically and physically close to customers and can be very helpful in identifying customer needs for new services. Involving employees in the design and development process also increases the likelihood of new service success because employees can identify the organizational issues that need to be addressed to support the delivery of the service to customers. ${ }^{7}$

商科代写|市场营销作业代写Services Marketing代考|TYPES OF NEW SERVICES

As we describe the service innovation and development process, remember that not all new services are ‘new’ to the same degree. New service options can run the gamut from major innovations to minor style changes:

  • Major or radical innovations are new services for markets as yet undefined. Past examples include the first broadcast television services and the creation of eBay Internet-based auction sites. Many innovations now and in the future will evolve from information, computer and Internet-based technologies. Often these major innovations create brand-new markets.
  • Start-up businesses consist of new services for a market that is already served by existing products that meet the same generic needs. Service examples include the creation of Amazon to provide an alternative to bookstores, online banking for financial transactions and door-to-door airport shuttle services that compete with traditional taxi and limousine services.
  • New services for the currently served market represent attempts to offer existing customers of the organization a service not previously available from the company (although it may be available from other companies). Examples include Tesco offering insurance services, a health club offering nutrition classes and airlines offering telephone and Internet service during flights.
  • Service line extensions represent augmentations of the existing service line, such as a restaurant adding new menu items, an airline offering new routes, a law firm offering additional legal services and a university adding new courses or degrees.
  • Service improvements represent perhaps the most common type of service innovation. Changes in features of services that are already offered might involve faster execution of an existing service process, extended hours of service, or augmentations such as added amenities in a hotel room (e.g. the addition of wireless Internet connections).

商科代写|市场营销作业代写Services Marketing代考|STAGES IN SERVICE INNOVATION AND DEVELOPMENT

In this section we focus on the actual steps to be followed in service innovation and development. The steps can be applied to any type of new service. Much of what is presented in this section has direct parallels in the new product development process for manufactured goods. Because of the inherent characteristics of services, however, the development process for new services requires adaptations. ${ }^{9}$ Figure $8.1$ shows the basic principles and steps in new service development. Although these steps may be similar to those for manufactured goods, their implementation is different for services. The challenges typically lie in defining the concept in the early stages of the development process and again at the prototype development stage. Other challenges come about in the design and implementation of the new service because it can involve coordinating human resources, technology, internal processes, and facilities within already existing systems. Partly because of these challenges, service firms are generally less likely to carry out a structured development process for new innovations than are their manufacturing and consumer-goods counterparts.

商科代写|市场营销作业代写Services Marketing代考|Service Innovation and Design

市场营销作业代写

商科代写|市场营销作业代写SERVICES MARKETING代考|NEW SERVICE DEVELOPMENT PROCESSES

研究表明,通过结构化规划框架中的步骤设计和引入的产品比那些没有在框架内开发的产品更有可能获得最终成功。尽管结构化和分析性创新方法的价值已得到证实,但新服务的引入通常是基于经理和员工对服务应该是什么以及它们是否会成功的主观意见,而不是基于结合客户数据的客观设计观念、市场需求和可行性。一个新的服务设计过程在定义服务概念的性质时可能不精确,因为相关人员认为服务过程不能被精确定义或者“每个人都知道我们的意思”。6

由于服务是实时生产、消费和共同创造的,通常涉及员工和客户之间的互动,因此创新和新服务开发过程涉及员工和客户也很重要。员工经常是服务,或者至少他们执行或交付服务,因此他们参与选择开发哪些新服务以及如何设计和实施它们可能是非常有益的。联系员工在心理上和身体上都与客户接近,并且可以非常有助于确定客户对新服务的需求。7

商科代写|市场营销作业代写SERVICES MARKETING代考|TYPES OF NEW SERVICES

当我们描述服务创新和开发过程时,请记住,并非所有新服务都具有相同程度的“新”。新的服务选项可以涵盖从重大创新到微小风格变化的各个方面:

  • 重大或激进的创新是为尚未定义的市场提供的新服务。过去的例子包括第一个广播电视服务和基于互联网的 eBay 拍卖网站的创建。现在和未来的许多创新都将从信息、计算机和基于互联网的技术发展而来。这些重大创新通常会创造全新的市场。
  • 初创企业包括为市场提供的新服务,该市场已经由满足相同通用需求的现有产品提供服务。服务示例包括创建亚马逊以提供书店的替代方案、用于金融交易的网上银行以及与传统出租车和豪华轿车服务竞争的门到门机场班车服务。
  • 针对当前服务市场的新服务代表试图为组织的现有客户提供公司以前无法提供的服务一种l吨H这在GH一世吨米一种是b和一种在一种一世l一种bl和Fr这米这吨H和rC这米p一种n一世和s. 例子包括提供保险服务的乐购、提供营养课程的健康俱乐部以及在飞行期间提供电话和互联网服务的航空公司。
  • 服务线扩展代表现有服务线的扩充,例如餐厅增加新菜单项、航空公司提供新航线、律师事务所提供额外法律服务以及大学增加新课程或学位。
  • 服务改进可能代表了最常见的服务创新类型。已经提供的服务功能的变化可能涉及更快地执行现有服务流程、延长服务时间或增加酒店房间的便利设施等和.G.吨H和一种dd一世吨一世这n这F在一世r和l和ss一世n吨和rn和吨C这nn和C吨一世这ns.

商科代写|市场营销作业代写SERVICES MARKETING代考|STAGES IN SERVICE INNOVATION AND DEVELOPMENT

在本节中,我们将重点介绍服务创新和发展应遵循的实际步骤。这些步骤可以应用于任何类型的新服务。本节介绍的大部分内容与制成品的新产品开发过程有直接的相似之处。然而,由于服务的固有特性,新服务的开发过程需要适应。9数字8.1展示了新服务开发的基本原则和步骤。尽管这些步骤可能与制成品的步骤相似,但它们的实施对于服务是不同的。挑战通常在于在开发过程的早期阶段和原型开发阶段定义概念。其他挑战出现在新服务的设计和实施中,因为它可能涉及在现有系统中协调人力资源、技术、内部流程和设施。部分由于这些挑战,与制造业和消费品同行相比,服务公司通常不太可能为新的创新进行结构化的开发过程。

商科代写|市场营销作业代写Services Marketing代考

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