The relationship between the service delivery system and the business performance - with the CATV system operators as example

• Main Authors: Chan Chu-Kuang, 詹祖光
• Other Authors: Kuo,Quang-Muo;Wang,Yung-Chan
• Format: Others
• Language: zh-TW
• Published: 1995
• Online Access: http://ndltd.ncl.edu.tw/handle/54981599595998972182

碩士 === 國立政治大學 === 企業管理研究所 === 83 === The purposes of this paper are: What is the service delivery system? What''s the relationdhip between the service delivery system and the business''s performance? The discories are: 1. The meaning of service delivery system is: To view the providing of front offece service with the point of view of system. The objective of the system is to satisfy the customers'' demand. The subsystems are: product, pricing, place, promotion, process, participant and people. 2. There are 7 factors to affact CATV system operators designing their service delivery systems: emphasizing client service factor, resisting low price competition factor, emphasizing programs factor, emphasizing promotion factor, emphasizing equipment factor, emphasizing the numbers of channel, price following factor. 3. The are 6 groups: 1)emphsizing program, price following group 2)taking little consider of service delivery system group 3)many channels group 4)good service delivery system ,and high pricing group 5)emphasing service and channel, price following group 6)emphasing software group