Chapter%205%20Service%20processes

Chapter%205%20Service%20processes - Chapter 5: Service...

Info iconThis preview shows pages 1–7. Sign up to view the full content.

View Full Document Right Arrow Icon
Chapter 5: Service Processes
Background image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Service Businesses Generally classified according to who the customer is: Financial services Health care A contrast to manufacturing A service business is the management of organizations whose primary business requires interaction with the customer to produce the service
Background image of page 2
Service-System Design Matrix Face-to-face loose specs Face-to-face tight specs Phone Contact Face-to-face total customization Buffered core (none) Permeable Reactive system (much) High Low High Low Degree of customer/server contact Internet & on-site technology Sales Opportunity Production Efficiency
Background image of page 3

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Characteristics of Workers, Operations, and Innovations Relative to the Degree of Customer/Service Contact
Background image of page 4
Service Generalizations 1. Everyone is an expert on services. 2. Services are idiosyncratic. 3. Quality of work is not quality of service. 4. Most services contain a mix of tangible and intangible attributes.
Background image of page 5

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Service Generalizations (Continued) 5. High-contact services are experienced, whereas goods are consumed.
Background image of page 6
Image of page 7
This is the end of the preview. Sign up to access the rest of the document.

Page1 / 13

Chapter%205%20Service%20processes - Chapter 5: Service...

This preview shows document pages 1 - 7. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online