关键词: 服务分类, 营销, 运营管理, 客户感知

Abstract:

With the development of service industry, service classification has aroused the attention from numerous scholars After reviewing all research on service classification in the field of marketing during 1980 to 2010, the current research has been divided into two parts, which are based on operation management and based on customer perception respectively In terms of the research on operation management, it mainly states the dimensions of service classification, including the nature of services, organizational goals, productive process, delivery methods and customer relationship In terms of the research on customer perception, it not only discusses the dimensions of classification but also adopts quantitative research methods for service classification According to the analysis of these papers, it makes comments on the contribution and limitation of service classification in the field of marketing

Key words: service classification, marketing, operation management, customer perception