SERVICE DELIVERY - SERVICE DELIVERY The delivery of a...

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SERVICE DELIVERY The delivery of a service typically involves six factors: The accountable service provider and his service suppliers (e.g. the people) Equipment used to provide the service (e.g. vehicles, cash registers, technical systems, computer systems) The physical facilities (e.g. buildings, parking, waiting rooms) The requesting service consumer Other customers at the service delivery location Customer contact The service encounter is defined as all activities involved in the service delivery process. Some service managers use the term "moment of truth" to indicate that defining point in a specific service encounter where interactions are most intense. Many business theorists view service provision as a performance or act (sometimes humorously referred to as dramalurgy , perhaps in reference to dramaturgy ). The location of the service delivery is referred to as the stage and the objects that facilitate the service process are called
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Unformatted text preview: props . A script is a sequence of behaviors followed by all those involved, including the client(s). Some service dramas are tightly scripted, others are more ad lib . Role congruence occurs when each actor follows a script that harmonizes with the roles played by the other actors. In some service industries, especially health care, dispute resolution, and social services, a popular concept is the idea of the caseload, which refers to the total number of patients, clients, litigants, or claimants that a given employee is presently responsible for. On a daily basis, in all those fields, employees must balance the needs of any individual case against the needs of all other current cases as well as their own personal needs. Under English law , if a service provider is induced to deliver services to a dishonest client by a deception, this is an offence under the Theft Act 1978 ....
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  • Fall '13
  • MarzenaCedzynski
  • theft, service delivery, Theft Act 1968, Theft Act 1978

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