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服务化过程中的推动因素和限制因素1.客户内部的限制因素客户若对先进服务感到怀疑、不放心,抑或是没有能力采用,则会抵制它。这里包括许多实际因素,包括替换的难易(一旦失败是否能被轻易替代),供应商是否能提供足够多的技术种类,以及企业是否情愿签订外包形式的合同。若客户担心过分依赖某家供应商会(在现在和将来)限制自己购买最为经济的产品或服务,也会阻碍先进服务的采纳。例如,英国芬宁公司高管谈到,一些顾客担心“把所有鸡蛋放到一个篮子里”可能
Drivers and limiting factors in the service process 1. Limiting factors within the client If a customer is skeptical of the advanced services, does not feel comfortable, or is incapable of adopting it, it will resist it. There are many practical considerations here, including the difficulty of replacement (in the event of a failure, whether it can be easily replaced), whether the supplier is able to provide a sufficient number of technical categories, and whether the business is willing to sign an outsourced contract. Customers who fear being over-reliance on a supplier will (in present and future) restrict themselves from buying the most affordable product or service will hinder the adoption of advanced services. For example, Finnish executives say some customers are worried that “putting all the eggs in one basket” may