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就像100年前农业和制造业发生的革命一样,一场空前的前台服务工业化正在点燃服务业的革命之火。Marketspace LCC的两位创建者——杰弗里·F·瑞波特和伯纳德·J·贾沃斯基,在他们的新著《客户界面:未来竞争优势》(商务印书馆翻译出版)一书中提出,在这个世界上,产品和服务都在一夜之间变成了商品,决定顾客如何看待一家公司及其品牌互动点的界面系统,正在变成竞争优势的新阵地。随着消费者的要求越来越高,公司逐渐缺乏能为消费者提供服务的熟练员工。同时,从零售网站到商场中展台的网络化“智能”技术,都使管理者把机器加入“前台系统”
Just as the revolution in agriculture and manufacturing took place 100 years ago, an unprecedented industrialization of front-end service is igniting the revolution in service industry. Marketspace LCC’s two founders - Jeffrey F. Report and Bernard J. Jaworski, in their new book “Customer Interface: Future Competitive Advantages” (Commercial Press Translation) A book argues that in this world, products and services are all turned into commodities overnight, and that the interface system that determines how customers perceive a company’s interaction with its brand is becoming a new competitive advantage. As consumers demand more and more, companies are increasingly lacking in skilled staff who can provide consumers with services. At the same time, networked “smart” technologies from retail websites to standplaces in shopping malls have led managers to add machines to the “front-end system”