Tickets Food Uniforms Express mail Not applicable Packaging Trucks Uniforms

Tickets food uniforms express mail not applicable

This preview shows page 139 - 150 out of 193 pages.

Tickets Food Uniforms Express mail Not applicable Packaging Trucks Uniforms Computers Sporting event Parking, Seating, Restrooms Stadium exterior Ticketing area, Concession Areas Entrance, Playiing Field Signs Tickets Program Uniforms
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140 S M Table 10-3 Table 10-3 Typology of Service Organizations Typology of Service Organizations Based on Variations in Form Based on Variations in Form and Use of the Servicescape and Use of the Servicescape Complexity of the servicescape evidence Servicescape usage Elaborate Lean Self-service (customer only) Golf Land Surf 'n' Splash ATM Ticketron Post office kiosk Internet services Express mail drop-off Interpersonal services (both customer and employeee) Hotel Restaurants Health clinic Hospital Bank Airline School Dry cleaner Hot dog stand Hair salon Remote service (employee only) Telephone company Insurance company Utility Many professional services Telephone mail-order desk Automated voice-messaging- based services
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141 S M Figure 10-3 Figure 10-3 A Framework for Understanding A Framework for Understanding Environment-user Relationships Environment-user Relationships in Service Organizations in Service Organizations Source : Adapted from Mary Jo Bitner, “Servicescapes.” PHYSICAL ENVIRONMENTAL DIMENSIONS HOLISTIC ENVIRONMENT INTERNAL RESPONSES BEHAVIOR Ambient Conditions Space/Function Signs, Symbols, and Artifacts Perceived Servicescape Cognitive Emotional Physiological Cognitive Emotional Physiological Employee Responses Customer Responses Individual Behaviors Social Interactions between and among customer and employees Individual Behaviors
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142 S M Part 4 DELIVERING AND PERFORMING SERVICE
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143 S M CUSTOMER COMPANY Provider GAP 3 Provider GAP 3 Service Delivery GAP 3 Customer-Driven Service Designs and Standards Part 4 Opener
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144 S M Chapter 11 EMPLOYEES’ ROLES IN SERVICE DELIVERY
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145 S M Objectives for Chapter 11: Objectives for Chapter 11: Employees’ Roles in Service Employees’ Roles in Service Delivery Delivery Illustrate the critical importance of service employees in creating customer satisfaction and service quality Demonstrate the challenges inherent in boundary- spanning roles Provide examples of strategies for creating customer-oriented service delivery Show how the strategies can support a service culture where providing excellent service is a way of life
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146 S M Service Employees Service Employees They are the service They are the firm in the customer’s eyes They are marketers Importance is evident in The Services Marketing Mix (People) The Service-Profit Chain The Services Triangle
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147 S M Service Employees Service Employees Who are they? “boundary spanners” What are these jobs like? emotional labor many sources of potential conflict person/role organization/client interclient quality/productivity
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148 S M Figure 11-3 Figure 11-3 Boundary Spanners Interact Boundary Spanners Interact with Both Internal with Both Internal and External Constituents and External Constituents Internal Environment External Environment
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149 S M
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