| CONTENTS | 第2-5页 |
| 摘要 | 第5-7页 |
| ABSTRACT | 第7-8页 |
| 2. INTRODUCTION | 第9-12页 |
| 2.1 Research objectives | 第10-11页 |
| 2.2 Research relevance | 第11-12页 |
| 3. THE INDUSTRIALIZATION OF SERVICES | 第12-21页 |
| 3.1 Setting the scene:The role of the Service Economy in the 21th century | 第12-15页 |
| 3.2 The 21st century equivalent of the Industrial Revolution:the Service industrialization | 第15-19页 |
| 3.3 Service Industrialization Strategies | 第19-21页 |
| 4. THE LARGE-SCALE FOOD RETAIL INDUSTRY IN ITALY AND THE ROLE OF THEEXPERIENCE ECONOMY | 第21-40页 |
| 4.1 Definition of the large-scale retail industry | 第21-23页 |
| 4.2 Historical evolution of the industry | 第23-25页 |
| 4.3 The current scenario | 第25-29页 |
| 4.4 Evolutionary dynamics in the Italian scenario:the role of the "experience" | 第29-34页 |
| 4.5 The role of technology and innovation applied within the industry | 第34-40页 |
| 5. THE SERVICE INDUSTRIALIZATION AS A SOLUTION TO THE DICOTHOMYBETWEEN "FACTORY" AND "THEATRE" | 第40-50页 |
| 5.1 "Service factory" vs. "Service theatre" | 第40-44页 |
| 5.2 Research overview | 第44-45页 |
| 5.3 Research methodology | 第45-50页 |
| 6. CASE ANALYSIS-ESSELUNGA | 第50-80页 |
| 6.1 A brief history of Esselunga | 第50-56页 |
| 6.1.1 The store in Via Rubattino, Milan (case A) | 第52-54页 |
| 6.1.2 The store in Via Solari, Milan (case B) | 第54-56页 |
| 6.2 Cases discussion and data presentation | 第56-68页 |
| 6.2.1 Case A:Esselunga store of Via Rubattino, Milan | 第58-63页 |
| 6.2.2 Case B:Esselunga store of Via Solari, Milan | 第63-68页 |
| 6.3 Research findings | 第68页 |
| 6.4 A miscellany of elements:"service-factory" AND "service-theatre" | 第68-71页 |
| 6.5 The understanding of "factory" and "theatre" approaches | 第71-73页 |
| 6.6 New inputs in the definition of the service strategy | 第73-80页 |
| 7. CONCLUSIONS | 第80-84页 |
| 7.1 Theoretical and managerial implications | 第80-82页 |
| 7.2 Limitations and suggestions for further research | 第82-84页 |
| APPENDIX | 第84-87页 |
| REFERENCES | 第87-94页 |
| ACKNOWLEDGEMENTS | 第94-95页 |
