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“引导变化的生产活动的集合，即顾客希望通过服务消费享受到的利益”，并对“活动”这一重要概念进行了系统的考察。在此基础上，重点研究了活动在主体之间、空间之间、时间之间的转移，考察了服务组织的外部和内部资产对活动转移的影响，以及活动转移与营销效果之间的关系。为了进行实证检验，我使用了我对历史悠久的服务组织进行的定量研究的结果。因此，很明显，大多数服务组织同时采取各种主题之间的活动转移。此外，很明显，一些活动在主体之间的转移对营销结果有影响，长期成立的服务组织需要积极的转移来实现增长。此外，还发现了以下事情。1)品牌力和外部资产的正式程度对活动转移有影响。2)员工的能力和管理多家门店的能力对活动迁移起着重要的作用。3)关于活动转移与营销结果之间的关系，长期服务组织的成长需要服务交付过程的积极变化，即一些活动在员工、客户和机器之间转移。4)活动转移对营销结果的影响取决于服务类型和顾客期望的利益。

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.