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Unformatted text preview: Sensual Benefits-Taste and Aroma, Table Service, Atmosphere Physiological Benefits- Comfort, Status, Sense of well being TYPES OF SERVICE-Electronic/Mechanical=High Techinternet-Indirect Personal-Face-to-Face=High Touchbetter experience because you are their in person-Task and Interpersonal Aspects of Service---want employer to be friendly and give customer comfort-Product and Process Views of Service Delivery SERVICE TRENS AND STATISTICS-Rapid growth in production and use of services (service sector as percent of GNP)-1947=54%-1975=65%-2000=75%-9 of 10 new jobs are in the service sector-Pronounced lack of productivity growth in service sector QUALITY SERVICE-is customer happy?...
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This note was uploaded on 10/18/2010 for the course HRIM 201 at Pennsylvania State University, University Park.