Service Management Essay - 1084 Words

The Nature of Services Learning Objectives ï  ® ï  ® ï  ® ï  ® ï  ® Classify a service into one of four categories using the service process matrix. Describe a service using the four dimensions of the service package. Discuss the managerial implications of the distinctive characteristics of a service operation. Discuss the insights obtained from a strategic classification of services. Discuss the role of a service manager from an open-systems view of service. An Integrated Approach to Service Management The Eight Components †¢ Product Elements †¢ Place, Cyberspace, and Time †¢ Promotion and Education †¢ Price and Other User Outlays + Process + Productivity and Quality + People + Physical Evidence Require the†¦show more content†¦adio station Police protection Lighthouse Banking Public Highway Long-distance phone calls Theater series tickets Transit pass Sam’s Wholesale Club Airline frequent flyer Restaurant Pay phone Toll highway Movie theater Public transportation Strategic Service Classification (Customization and Judgment) Extent to Which Service Characteristics Are Customized Extent to Which Personnel Exercise Judgment in Meeting Customer Needs High Low Surgery Low Taxi services Gourmet restaurant Education (large classes) Family restaurant Telephone service Hotel services High Preventive health programs Public transportation Spectator sports Retail banking Cafeteria Movie theater Institutional food service Strategic Service Classification (Nature of Demand and Supply) Extent of Demand Fluctuation over Time Extent to which Supply Is Constrained Wide Narrow Electricity Peak demand can usually be met without a major delay Insurance Telephone Legal services Banking Hospital maternity unit Laundry and dry cleaning Tax preparation Peak demand regularly exceeds capacity Police emergency Fast food restaurant Passenger transportation Movie theater Hotels and motels Gas station Strategic Service Classification (Method of Service Delivery) Availability of Service Outlets Nature of Interaction between Customer and Service Organization Customer travels to serviceShow MoreRelatedService Management : Service Maintenance And Configuration Management1329 Words   |  6 Pages 3. Service Transition In Service Transition volume, the focus is on the implementation of the output of the service design activities and setting up of a production service or modification of an existing service. It guides in developing and improving capabilities for introducing new services into supporting environments. It often surrounds the â€Å"project† side of IT rather than business as usual (BAU). Topics such as managing changes to the BAU environment are covered in this volume. The processesRead MoreService Management1444 Words   |  6 PagesIntroduction The service industry interacts with our lives on a daily basis. Services can be defined as deeds, processes and performances. When considering the differences between products and services, intangibility and the fact that a service cannot be touched, tasted, viewed or tried on are terms often used (McColl-Kennedy Kiel 2000). Services differ from goods in essentially four ways: (1) intangibility; (2) inseparability; (3) heterogeneity; (4) perishability (Kotler, Brown, Adam, BurtonRead MoreService Management : Services Management Marketing2298 Words   |  10 PagesGuiongo Module: Services management marketing M00498708 Module Number: MKT 3125 Due date: 8/12/2014 Word: Count: ASSIGNEMENT 1 Service organisations must be in close relationship with their customers nowadays, mainly if they expect to enhance their service or gain a strategic advantage. Thereby most of firms interact consistently with the customer in order to perceive precisely what he needs and what he expects by buying the service. Many service management theories or techniquesRead MoreServices Operations Management8601 Words   |  35 PagesPROJECT REPORT ON SERVICES OPERATIONS MANAGEMENT special reference to BPO SECTOR by Gaurav Tyagi 10DM-189 Gaurav Singh 10IB-029 Neha Sinha 10DM-093 Neha Kaushik 10DM-092 Harsh Shah 10IB-030 Keshav Shenoy 10HR-019 2010-2012 Under the guidance of Prof. Kunal Ganguly INSTITUTE OF MANAGEMENT TECHNOLOGY INTRODUCTION Manufacturing, service and agriculture are the major economic activities in any country. In India, manufacturing and services together constituteRead MoreService Management - Service concept, SERVQUAL2207 Words   |  9 Pagesï » ¿Service Management Introduction It is considered that the most critical thing for a company is to effectively and efficiently deliver the service to the customers. It does really matter which industry the organization is operating in, the features of services have be taken very seriously and in addition to that, customers have to be satisfied in order for the organization to grow. It has been argued by numerous scholars that the primary need of the customers in the modern business world isRead MoreService Operations Management5277 Words   |  22 PagesJ. Service Science Management, 2009, 2: 255-264 doi:10.4236/jssm.2009.24030 Published Online December 2009 (www.SciRP.org/journal/jssm) 255 Service System Decoupling for Mass Customization: A Case Study in Catering Services Jue CHEN1, Yunhong HAO2 1 The tourism school, Zhejiang Gongshang University, Hangzhou, China; 2School of Business Administration, Zhejiang Gongshang University, Hangzhou, China. Email: chenjue8@yahoo.com Received April 17, 2009; revised June 19, 2009; accepted JulyRead MoreServices Marketing and Management1085 Words   |  5 PagesDefining Services Services are about the economic activities offered by one party to another. On the other hand is about exchange for the customer money, time, and effort, service customers expect to obtain value from access to goods, labor, facilities, environments, professional skills, networks, and systems; but they do not normally take ownership of any of the physical elements involved. And then services also involve a from of rental, offering benefits without transfer of ownership such asRead MoreManagement Of Quality Customer Service1391 Words   |  6 PagesManagement of Quality Customer Service In any business the customer is the most important component. The customer numbers and frequency determines the company s profit and loss. The number and frequencies of a customer are dependent on the quality of goods they get from your business while in the service industry, it is all about good customer service. Good management of customer service leads to customer loyalty. The management of good customer service involves the following; Making the qualityRead MoreAnalysis of Customer Service Management1639 Words   |  7 PagesThe experiment uses a hair salon sample survey to gain a deeper understanding of customer service. A thorough interpretation of the data set separating close and distant relationships provides insight into the problem of customer dissatisfaction in regards to employer/consumer relationships. The data is organized into several columns and separated by response. Respondents who are close are identified as â€Å"1†, while respondents who are distant are represented with â€Å"-1†. There are ratings from one toRead MoreQuality Management : Dimensions Of Quality And Service1185 Words   |  5 PagesSection2: Quality management Dimensions of quality /service There are five dimensions of all customer care about- The service provider should know what customers care about internal or external. Service quality is a good estimate. Price and to a minor degree quality also count. But for service providers, customers care more about service quality. If service provider get these dimensions right, customers will hand over the keys to their loyalty, because they will have received service excellence. †¢