服务管理：运作、战略与信息技术（原书第8版）PPT（英文）

（美）詹姆斯 A. 菲茨西蒙斯等著的《服务管理：运作、战略与信息技术》是服务管理领域的经典奠基之作。附件为《服务管理：运作、战略与信息技术（英文版·原书第8版）》的PPT，包括课件PPT和案例PPT，注意，PPT为英文PPT。

Learning Objectives
Describe the central role of services in an economy.
Identify and differentiate the five stages of economic activity.
Describe the features of preindustrial, industrial, and postindustrial societies.
Describe the features of the experience economy contrasting the consumer (B2C) with the business (B2B).
Explain the essential features of the service-dominant logic.
Identify and critique the six distinctive characteristics of a service operation and explain the implications for managers.
Describe a service using the service package dimensions.
Use the service process matrix to classify a service.

Nation	% of World    Labor	%   Ag	% Goods	% Services
China	21.0	50	15	35
India	17.0	60	17	23
USA	4.8	2	20	78
Indonesia	3.9	45	16	39
Brazil	3.0	23	24	53
Russia	2.5	12	23	65
Japan	2.4	5	26	69
Nigeria	2.2	70	10	20
Bangladesh	2.2	63	11	26
Germany	1.4	3	28	69

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