Samenvatting
OPS summary Hotelschool The Hague 1st year
- Instelling
- Hogere Hotelschool Den Haag
short , but clear summary that contains exactly all the theory needed for a passing grade.
[Meer zien]Voorbeeld 2 van de 15 pagina's
Voorbeeld 2 van de 15 pagina's
In winkelwagengesponsord bericht van onze partner
Gekoppeld boek
Titel boek:
Auteur(s):
- Uitgave:
- ISBN:
- Druk:
Verkoper
Volgen
Voorbeeld van de inhoud
OPS SUMMARYCHAPTER 1
IHIP Characteristics
- Intangibility → not physical
- Heterogeneity → difficult to standardize (every service can be different) (should cope with a
variety of requests).
- Inseparability → production and consumption happens simultaneously (make use of
technology)
- Perishability → can’t store a service for later use , if not used , it is lot (make use of capacity
/ demand management through dynamic pricing)
Technology has had a significant effect on the extent to which the IHIP characteristics apply and how
the limits that they place on service operations can be overcome.
Input - transformation-output model
- Input: the resources needed to produce a service (labor of skilled workers, information,
equipment, facilities, customers).
- Transformation: the process where inputs are converted into outputs. In service
management, this might involve a mix of physical activities, intellectual tasks, and
interactions. For example, in a restaurant, cooking food is a physical task, planning the menu
is an intellectual task, and serving customers is an interaction.
- Output: The result of the transformation process is the output, which is the service delivered
to the customer. The output should ideally meet the customer's expectations or even exceed
them (combination of products and services , benefits, emotions, judgments, intentions etc).
Resources + processes are the vital ingredients for all operations
Service operations managers’ responsibilities
Overall, service operations management is concerned with the control of resources and processes
that deliver value. Classified under 4 headings.
- Framing service operations.
- Understanding service people.
- Delivering service.
- Improving service operations.
Customer experience
Involves the customer journey through a series of contact points and process steps
- Service outcomes: products, benefits, emotions, judgments and intentions
Co-production and creation
Co-production
- Customers help out in the service process (self-service / build your own pizza)
Co-creation: customers have a role in designing the product / service
- Ideation stage: can come up with ideas
- Evaluation: involved in the evaluation
- Design stage: comment on the detailed service process
Challenges for service operations management
- Balancing the operations and customer perspectives.
- Managing multiple customer groups.
- Managing tactically and strategically.
1
, CHAPTER 2
Importance of services
- Services are everywhere: nine categories of service: B2B, B2G, B2C, G2B, G2G, G2C, C2B,
C2G and C2C.
- Services are what we do and consume: services account for around 80% of GDP.
- Services are the way of the future
- The experience economy: experiences themself becomes the product (pine and
Gillmore in 1998) → suggests that businesses can create value by providing
memorable experiences, in addition to or instead of just selling products or services
- Servitization: combination of selling products with services
- Service Dominant Logic SDL: views all exchanges as service-based, rather than
goods-based. The primary basis of economic exchange is the application of
competencies (knowledge and skills) for the benefit of others. In this view, products are
just a medium for delivering service.
CHAPTER 4
Service concept
Is a shared and articulated understanding of the essential nature of the service provided and received:
detailed explanation of what should be done
Structure
- The organization responsible for the service
- The organizing idea → the core principle that guides the service’s design and delivery
- A summary of the service concept → high-level overview of the service (purpose, needs,
and distinguish from competitors) (what is the organization providing / selling)
- Details of the service provided → elaborate specific elements of the service (processes,
technologies, customer journey touchpoints etc).
- The service received by customer groups → customer perspective
Service received
- Customer experience: is about the journey and the quality of the interactions along the way
(measured though satisfaction, loyalty and engagement levels).
- Service outcome: focuses on the end result of the interaction (measured by achievement of
objectives such as problem resolution, service delivery time, quality of work → products,
benefits, emotions, judgments and intentions).
Operations differ in term of the 4 V's
Volume
- High: Produces large amounts, benefits from economies of scale, but might lack
customization.
- Low: Produces small amounts, allows for more customization but at higher costs.
Variety
- High: Offers many product / service types, caters to specific tastes, can be costlier to
manage.
- Low: Offers few options, easier and cheaper to produce, but less personalized.
Visibility
- High: Operations are highly visible to customers, requiring excellent service but offering
immediate feedback.
- Low: Operations are hidden from customers, focusing on efficiency without direct interaction.
Variation in Demand
- High: significant ups and downs in demand, needing flexibility, but facing higher costs for
- Low: Has stable demand, easier to manage and predict, leading to steady operations.
2
Voordelen van het kopen van samenvattingen bij Stuvia op een rij:
Verzekerd van kwaliteit door reviews
Stuvia-klanten hebben meer dan 700.000 samenvattingen beoordeeld. Zo weet je zeker dat je de beste documenten koopt!
Snel en makkelijk kopen
Je betaalt supersnel en eenmalig met iDeal, creditcard of Stuvia-tegoed voor de samenvatting. Zonder lidmaatschap.
Focus op de essentie
Samenvattingen worden geschreven voor en door anderen. Daarom zijn de samenvattingen altijd betrouwbaar en actueel. Zo kom je snel tot de kern!
Veelgestelde vragen
Wat krijg ik als ik dit document koop?
Je krijgt een PDF, die direct beschikbaar is na je aankoop. Het gekochte document is altijd, overal en oneindig toegankelijk via je profiel.
Tevredenheidsgarantie: hoe werkt dat?
Onze tevredenheidsgarantie zorgt ervoor dat je altijd een studiedocument vindt dat goed bij je past. Je vult een formulier in en onze klantenservice regelt de rest.
Van wie koop ik deze samenvatting?
Stuvia is een marktplaats, je koop dit document dus niet van ons, maar van verkoper eefkosten. Stuvia faciliteert de betaling aan de verkoper.
Zit ik meteen vast aan een abonnement?
Nee, je koopt alleen deze samenvatting voor €7,46. Je zit daarna nergens aan vast.
Is Stuvia te vertrouwen?
4,6 sterren op Google & Trustpilot (+1000 reviews)
Afgelopen 30 dagen zijn er 73216 samenvattingen verkocht
Opgericht in 2010, al 14 jaar dé plek om samenvattingen te kopen