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23download_doc-9.php - I Service System management a Nature...

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I. Service System management a. Nature of Services i. Everyone is an expert ii. Idiosyncratic-what works for one may not others iii. Quality of work is not quality of service iv. Mix of tangible and intangible attributes v. High contact services are “experienced” vi. Need to understand marketing and personnel vii.Cycles of encounters b. Service system design matrix i. Different degrees of customer interaction (low to high) 1. Buffered core (none) a. Physically separated from customer 2. Permeable system (some) 3. Reactive system (much) a. Reactive to customer requirements c. Designs for on-site service i. Production line approach 1. McDonald’s ii. Self-service approach 1. Salad bar, ATMs, gas stations iii. Personal attention approach 1. Ruth’s Chris steakhouse d. Queueing Systems i. The familiar “waiting in line” situation
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ii. Frustrating, annoying iii. Managing well is key 1. Objectives – depend on situation 2. Balance service with productivity a. Excess vs. non enough e. Components of system
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This note was uploaded on 04/18/2011 for the course BUS 370 taught by Professor Camp during the Fall '09 term at Indiana.

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23download_doc-9.php - I Service System management a Nature...

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