Ch 5 - Services fall S

Ch 5 Services - Chapter 5 Differences between services and goods Services are intangible Services require some form of customer interaction

Info iconThis preview shows pages 1–11. Sign up to view the full content.

View Full Document Right Arrow Icon

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

View Full DocumentRight Arrow Icon

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

View Full DocumentRight Arrow Icon

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

View Full DocumentRight Arrow Icon

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

View Full DocumentRight Arrow Icon

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

View Full DocumentRight Arrow Icon
This is the end of the preview. Sign up to access the rest of the document.

Unformatted text preview: Chapter 5 Differences between services and goods Services are intangible Services require some form of customer interaction Services are heterogeneous Services are perishable and time dependant (can’t be stored) Services are evaluated as a package of features Generally classified according to who the customer is: ◦ Financial services ◦ Health care A service business is the management of organizations whose primary business requires interaction with the customer to produce the service The self service approach Beneficial to both the customer and the company A central problem in many service settings is the management of waiting time ◦ Reducing waiting time costs money When people waiting are employees, it is easy to value their time When people waiting are customers, it is more difficult to value their time ◦ Lost sales is one (low) value Customer Arrivals Servers Waiting Line Servicing System Exit Queue or Population Source Finite Infinite Arrival rate : the number of units arriving per period ◦ Constant arrival distribution : periodic, with exactly the same time between successive arrivals ◦ Variable (random) arrival distributions...
View Full Document

This note was uploaded on 10/13/2011 for the course MGT 302 taught by Professor Baker during the Spring '09 term at Miami University.

Page1 / 32

Ch 5 Services - Chapter 5 Differences between services and goods Services are intangible Services require some form of customer interaction

This preview shows document pages 1 - 11. Sign up to view the full document.

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