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1、服务营销 案例思考Shouldice Case QuestionsnHow does the Shouldice Hospital experience differ from a “normal“ hospital experience?nWhat is the bundle of benefits purchased by the consumers?nWho is the target group of customers and what do they have in common, apart from a hernia? Be prepared to describe them
2、(in terms of their common characteristics).nHow are the benefits delivered to those customers?nHow efficient is its “production process“? Do you see any problem areas, bottlenecks, or fail points?nWhat are Shouldice Hospitals major strengths and weaknesses? Which of these are the most important?nHow
3、 successful is Shouldice Hospital? How do you account for its performance?nWhat growth opportunities are available to Shouldice? Which, if any, would you recommend? Why?肖尔案例问题n怎样肖尔代斯医院的经验 ，从“正常”医院的经验 有什么不同？n什么是受到了消费者的购买 利益捆绑？n谁是客户的目标群体和他们有什么共通之处，除了有疝气？准 备来形容他们（在他们的共同特点而言）。n怎样的好处传递给 那些客户？n如何有效的是它的“生产
4、过 程”？难道你看不出什么问题 区域，性 能瓶颈或故障点？n什么是肖尔代斯医院的主要优势 和劣势？下列哪些是最重要的？n如何成功的是肖尔代斯医院？你如何解释它的性能？n哪些增长机会提供给肖尔？其中，如果有的话，你会推荐什么？ 为什么呢？Article Discussion- “Faith, Trust, and Pixie Dust”, “Mickey Mouse Operation is a Great School”n1. What human resource strategies do you see being employed here? (Refer to those discu
5、ssed in Chapter 11 for some ideas.)n2. Which strategies would work universally? Which would be rather limited in applicability?n3. How would you describe the Disney culture?n4. What can other companies learn from Disney in terms of leadership, people management, and service quality?文章讨论 - “信仰，信任，和仙尘”，“米老 鼠操作是一个伟大的学校”1。你在这里看到的被采用什么样的人力 资源战略如何？ （参见那些在第11章的 一些想法进行讨论 。） 2。这策略将工作普遍？这将是相当有限 的适用性？ 3。你会如何形容迪斯尼文化？ 4。有什么可以其他公司从迪斯尼学习在 领导 力，人员管理和服务质 量方面？
