Study about Transferences of Activities That constitute the Service Deliver Process, between Subjects, between spaces, and between times

在本研究中，我将服务定义为“引领变化的生产活动的总和，即顾客希望通过服务消费享受的利益”，并系统地考察了“活动”这一重要概念。在此基础上，重点研究了活动在主体间、空间间、时间间的转移，考察了服务组织的外部资产和内部资产对它们的影响，以及活动转移与营销效果的关系。为了进行实证检验，我使用了我对历史悠久的服务机构进行的定量研究的结果。其结果是，很明显，大多数服务组织同时采用主体之间的各种活动转移。此外，研究发现：1)品牌力和外部资产的正式程度对活动的转移有影响；2)员工的能力和管理多个门店的能力对活动的转移起着重要作用。3)关于活动转移与营销结果之间的关系，服务交付过程的正向变化是通过某些活动在员工、顾客、顾客之间的转移来实现的4)活动的转移对营销结果的影响取决于服务的类型，以及客户期望的利益。

In this study, I defined the service as "aggregate of production activities to lead changes as the benefits that customers hoped to enjoy by service consumption," and examined "the activity" that is an important concept systematically. Furthermore, I focused on the transferences of activities between subjects, between spaces, and between times, and examined the effects of outside and inside assets of service organization on them, and relationship between the transferences of activities and marketing results. To empirically examine, I used results of the quantitative researches that I carried out for long-established service organizations. As a result of it, it became clear that most of service organizations adopt various transferences of activities between subjects simultaneously. In addition, it became clear that transferences of some activities between subjects had an influence on marketing result, and positive transferences were needed for long-established service organizations to growth.In addition, the following thing was found.1) A brand power and formality degree of outside assets had the influences on the transferences of activities.2) The capabilities of employees and the ability to manage multiple stores played important role on the transferences of activities.3) About relationship between the transferences of activities and marketing results, positive changes of a service delivery process by that some activities were transferred among employee, customer, and machine were needed for long-established service organizations to growth.4) The effects of the transferences of activities on marketing results were depended on the type of service, and the benefits that customers expected.