Summary
Summary Service management international classroom
- Course
- Institution
- Book
This summary is focused on service management. Part of the program: international classroom, grade 3. The exam has been passed with a 7.2.
[Show more]
Connected book
Book Title:
Author(s):
- Edition:
- ISBN:
- Edition:
More summaries for
-
College 3 aantekeningen - H5 & H11 - International Classroom I - Service Management - ISBN: 9780273732037
-
College 2 aantekeningen - H17 -International Classroom I - Service Management - ISBN: 9780273732037
-
College 1 aantekeningen - H16 - International Classroom I - Service Management ISBN: 9780273732037
1 review
By: jeannekeller • 2 year ago
Seller
Follow
naomischermer
Reviews received
Content preview
Service managementTEST QUESTION ARE ANALYSTICAL AND READ CHAPTER 1+2 AGAIN
Strategy Service concept Culture (natonal corporatonn compettons empowerment
Performance objectves (measurementn THE HOLE PACKAGE!!
Chapter 13, 16, 17 and 5&11 not everything
Service Management: About customers, employees and relatonship between this)
Services are:
- Intangible you can’t touch the knowledge
- Simultaneous produced and consumed at the same tme
- Heterogeneous It’s diferent like the surrounding aspect, producer and de consumer
- Perishable it cannot be stocked, it must be produced at the tme it is given
Services cannot be standardized, but how more it is standardized, the more homogeneous it gets.
Classificaton of service: Mills & Margulies
1. Maintenance interactve services recepton
- Standardized
- Processes
- physical infrastructure
- customer knows what he or she wants and how the process going on
- simple decisions
2. Task interactve services ICT
- Need more knowledge
- Bit more professionalism (training)
- Can be innovatve
- Customer knows what he or she wants, but not how the process works
3. Personal interactve services consular
- Customer don’t know what he or she want and how the process going on
- Attitude
- Complex knowledge
- communicaton
1
,Service Profit Chain circle of failure is import at this
Take care of the employee happy employee happy customer profit and growth.
Care for your employees, so they deliver good service, so you have satsfied customers.
The Service Scape
Surroundings of the service have a lot of infuence of the service.
2
,Begin: 3 Omgeving dimensies (environmental dimensionsn
Ambient conditonss binnenklimaat (zintuigen, horen zien reuken duss temperatuur, geluid, geur,
luchtkwaliteit)
Space functons Hoe is de ruimte ingericht en hoe gebruik je dat (indeling, meubilair, apparatuur)
Signs, symbols and artfactss Hoe gemakkelijk vindt je de weg (bewegwijzering, naamplaatjes,
posters)
Holisitc environment: Het samenhangende geheel. Hoe je de dienstomgeving ziet, ervaart,
meemaakt, ziet
Moderators: Mensen die onderdeel uit maken. Het levert een reacte op van de klanten en
medewerkers.
Internal responses (interne reacte, zowel medewerker als klantn
Cognitefs Reacte in het hoofd (kennis, begrip en overtuiging)
Emotoneels Welke emote roept het op, stemming (plezier, opwinding)
Fysiologischs Wat voel ik ervan, pijn, comfortabel (warm, koud, kippenvel)
Eind: Gedrag(behaviorn
To Approachs Benaderbaar, aantrekkelijk
To avoids Hier moet ik zijn, maar wil ik niet zijn
The Service concept
The service concept is a key tool that can communicate
the set of benefits (tangibles and
experiences) to the customers in order to demonstrate
the potental added value of the services provided.
Costumer value for example reducing waitng tme
(Mcdonalds).
Operatons and technology > invest in the machines,
change the setup of the restaurant
Service Concept > people with more knowledge
Service concept is…
- Is a shared and artculate understanding of the nature of the service provided and received, which
should give informaton abouts
- The organising idea
- The service provided (the delivery)
- The service received
- The customer experience
- The service outcomess “products” i.e. benefits, emotons, judgements value and intentons
3
, - The service values the customers assessment of the benefits of the service weighed against
all costs involved
Perspectve Service Management
- Delving deeper into the subject of Services Management.
- Developing a theoretcal based opinion on various subjects discussed in class.
- Learning to actvely communicate this opinion.
- Practcing the English language, spoken as well as writen skills.
4
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller naomischermer. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $5.98. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
64438 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now