Ops_Lecture2_Week2_Jan17_to_21_Spring2011

Ops_Lecture2_Week2_Jan17_to_21_Spring2011 - 1 The Nature of...

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1 1 The Nature of Services and Service Work in the 21 st Century Week Dates Topics, Readings, etc. 2 Jan 17 – 21 Understanding Services and Service Characteristics Readings (1) Chapter 2: “The Nature of Services” (2) Article 1: “Nickel-and-Dimed,” by Barbara Erhrenreich, Harpers , January 1999, pp. 37 – 52. (3) Lecture Slides: “The Nature of Services and School of Business Service Operations Management, Spring 2011 Mark A. McComb, CQE, Ph.D. Mark A. McComb, CQE, Ph.D. Associate Professor of Management Science Service Work in the 21 st Century” 2 The Nature of Services and Service Work in the 21 st Century What is a service? The service-product bundle Element Core Goods Example Core Service Example Business Custom clothier Business hotel Core Business suits Room for the night Peripheral Goods Garment bag Bath robe Peripheral Service Deferred payment plans In house restaurant Variant Coffee lounge Airport shuttle School of Business Service Operations Management, Spring 2011 Mark A. McComb, CQE, Ph.D. See p. 17 Complete the above matrix using “higher education” as the example.
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2 3 The Nature of Services and Service Work in the 21 st Century What is a service? What are its characteristics ? Customer Participation in the Service Process : attention to facility design, opportunities for co-production, concern for customer and employee behavio employee behavior Simultaneity : opportunities for personal selling, interaction creates customer perceptions of quality Perishability : cannot inventory, opportunity loss of idle capacity, need to match supply with demand Intangibility : creative advertising, no patent protection, importance of reputation School of Business Service Operations Management, Spring 2011 Mark A. McComb, CQE, Ph.D.
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This note was uploaded on 10/25/2011 for the course ACC 201 taught by Professor A during the Spring '11 term at University of Minnesota Crookston.

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Ops_Lecture2_Week2_Jan17_to_21_Spring2011 - 1 The Nature of...

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