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11-2
( )
( )
( )
11-3
1)
2)
1)
2)
11-4
11-5
( ,
)
( )
( )
( )
( )
( )
11-6
( ,
)
( )
( )
( )
11-7
11-8
(
)
( )
( ,
)
( )
11-9
( )
12-1
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
12-2
12-3
12-4
1.
2.
3.
4.
5.
6.
VALS 2
12-5
VALS2
12-6
111
68
53
87
71
87
58
112
110
45
94
53
109
54
133
55
115
157
216
89
172
154
143
88
123
104
86
91
81
123
88
116
135
63
102
171
118
109
103
88
117
101
130
141
104
96
123
82
82
118
96
126
89
73
41
57
69
67
69
85
125 93
150 155 129
217
117
120
119
171
125
141
88
238
93
155
129
114
73
293
63
145
114
161
113
SLR
50
80
47
116
68
50
12
32
34
14
39
58
VALS2
59
96
50
37
66
63
37
93
44
42
109
52
90
79
179
87
90
46
129
77
62
114
283
231
254
71
109
57
130
135
105
35
71
171
94
157
33
49
87
209
86
45
37
89
36
73
50
74
106
150
119
113
29
161
132
48
64
105
227
173
143
83
115
120
199
113
190
109
92
255
274
58
56
83
533
161
96
12-6
(II)
7
62
22
8
15
130
79
46
31
126
70
GLOBAL SCAN
12-7
13-1
13-2
1.
2.
3.
4.
5.
13-3
13-4
13-6
13-6
(II)
13-7
1.
2.
3.
4.
5.
6:30
7:30
13-7
(II)
1.
2.
3.
4.
5.
13-8
15
Ritz Carlton
--
intangibility
heterogeneity
inseparability
perishability
intangibility
intangibility
intangibility
ISO 9001
30
heterogeneity
heterogeneity
heterogeneity
7-11
350
3.5
inseparability
inseparability
inseparability
inseparability
inseparability
2,000
perishability
perishability
perishability
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
1.
2.
3.
4.
5.
6.
7.
1. Curiosity
2. Observation
3. Imagination
4. Inspiration
5. Insight
6. Connectedness
7. Combination
8. Intuition
9. Solitude
10. Relaxation
11. Sleeping
12. Dreaming
13. Visualization
14. Incubation
15. Exploration
16. Experiment
17. Discovery
18. Innovation
19. Creation
MP3
20. Invention
7-11
7-13
100
7-14
Fast Diffusion
Slow Diffusion
7-16
7-17
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.