This summary is a combination of the theory discussed in the lessons and the study book. In the document, some questions which can be asked in the test are answered. So with this document you are well prepared for your test! YOU CAN DO IT!
Service Trinity (10.1)
(For tourists, according to DR. Jan A. Schulp)
The kind of things a person sees.
The customer:
- He’s influenced by marketing
- You get affected by a sign
- The bringing of the coffee is an operation
- The person bringing is the HRM
Operation The activity itself, the reason for booking the trip (the most important.)
Transformation model (10.1)
Used by the transformation model (10.1) for example - Cup of coffee in a café.
Input – transformation – output
Input = customers
Transformation = the actual adventure is the service delivery.
Output = satisfied customers. They want to have a positive satisfaction.
Resources to be transformed are for example customers, because they do not yet have the experience
and they are actually paying “to be transformed”.
Transforming resources – the input of a company to accommodate the transformation process, so guides,
food, facilities and equipment.
The output is expected and changed the client. He’s more experiences and satisfied after the trip.
Example - applied to this lecture
I - Students, teacher, classroom, PowerPoint
T - The actual transformation is information, the lecture
O - That you learn something, satisfied and prepared for an exam
Types of operations (10.1)
All operations can be analyzed by the transformation model.
Volume – how many different activities are being offered? If the activity is being standardized the
volume is large. number of services, bike rental, not changed, every day the same, volume is very
large. Volume project: 1 because it will change the next time.
Variety in supply – the destination, kind of experience you can offer, different activities, you can
change the plan. Variety in supply project: plan A and a plan B, if there is a problem. If it’s raining
but you really need dry weather
Variation in demand – the ability of a company, change the tour if there are different moments or
is it standard?
Visibility of service/ personnel - A small group with more guides is available is more visible, there
is no guide the visibility is very low at the reception were you rent the bike.
(all the V’s range from low to high)
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