Summary Service Management, ISBN: 9780273732037 ICR International Classroom
41 views 1 purchase
Course
ICR International Classroom
Institution
Haagse Hogeschool (HHS)
Book
Service Management
This document has been prepared as a course material for the exam of ICR1, written exams. The chapters are specified by the teacher, there is also some extra information per lesson in the summary. I got this exam with a 6.1!!
Alle documenten die voor icr1 service management van belang zijn. h16-7-11-13
December 11, 2020
36
2019/2020
Summary
Subjects
icr1
written
service management
tentamen
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
All for this textbook (19)
Written for
Haagse Hogeschool (HHS)
Facility Management
ICR International Classroom
All documents for this subject (10)
Seller
Follow
sylvanavanderwal
Reviews received
Content preview
Weke BUILT ENVIRONMENT HRM SERVICE MANAGEMENT
n
1 SOR model Definition Mails and Margulies
Holistic model Holistic model four elements
Triple P Sustainable HR strategy
Circulair economy P model SHR Eroding
Real estate strategies Strategic management type of strategy
Building layers circular competitive
economy advantage ( benefits)
driving force theory
competitive advantaged by
built
2 CREM workplace diversity Internationalizing
The conceptual models The decision making Culture
added value for built process International strategy
environment CSR (
input / output real estate
3 Added value Global management International strategy
KPI International Empowerment
Decision making process organization building blocks
NEN2748 ( costs) Controlling The Contingency
strategy of built environment Balance scorecard Bowen and Lawler model
Benchmarking Leadership
Tools for measuring Kolb’s learning cycle
organizations
4 business case social responsibility service concept
BREAAM Green management framework
Dutch Green Building Council Shades of green Meassure
Ethics behaviour performance
Productivity
,Introduction (week 1)
Services are:
intangible ( niet tastbaar)
Simultaneous ( vergankelijk – kunnen niet op voorraad worden gehouden)
Heterogeneous ( hetrogeen)
Perishable ( gelijktijdig vinden snel na elkaar plaats )
You can classified the services in three times: mail en margulies
Maintenance-interactive services
- Standardization processes
- The customer knows what he wants and how the service process is carried out
- Little professional knowledge required for service provider
- Relatively simple decisions by customer and service provider
- Customer contact remains superficial
Example: provide the form at the counter / service counter fast food chain
Nature of service, a process that is actually always the same
Example: extend passport (draws a number, walks to the counter, passport photo, fingerprint)
Task-interactive services
- More task-oriented, less standardization
- Customer knows what he / she wants but not how the service process should go
- Relatively complex (technical) professional knowledge is required for the service provider
- Relatively complex decisions by customer and service provider
- Customer contact is more intensive, customer provides information
Example: IT Service Desk (bringing laptop for repair) and Tax Advisor
Personal-interactive services
Customization, very dynamic (no standardization)
- Customer does not know exactly what he wants and how the service process should proceed
- Very complex professional knowledge is required for the service provider
- Customer and service provider make complex decisions with uncertain results
- Customer contact is very intensive (personal)
Example: Company doctor supervises the employee's psycho-medical process
, The service profit chain
Within this model, the focus is on the strong relationship between the employee and the customer.
The service scape
The definition of a service scape: All objective physical factors that can be controlled by the firm to
enhance (or constrain) employees’ and customers’ activities’
A "servicescape" consists of all physical things that can be used by an organization to influence the
behavior of customers and employees.
Servicescape is a model developed by Booms and Bitner to emphasize the impact of the physical
environment in which a service process takes place. The aim of the servicescapes model is to explain
behaviour of people within the service environment with a view to designing environments that
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 sylvanavanderwal. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $6.05. You're not tied to anything after your purchase.
