Week 1 Introduction Service Management
Services are;
• Intangible (can’t be touched, not physical)
• Simultaneous (the service is happening and can be gone)
• Heterogeneous
• Perishable (can’t be put in stock)
Types of services:
• Maintenance interactive services
- Standardized
- Processes
- Physical infrastructure
• Task interactive services
- Knowledge
- Professionalism
- Innovative
• Personal interactive services
- Attitude
- Communication
Model 1 The service-profit Chain
*You have to focus on the satisfaction of your employees not the customers.
*Service management goes mostly about People and Profit
,Model 2 Bitner Servicescape “the impact of physical surroundings on customers and employees”
*Services scape = the room were the services is happening
*Cognitive response = based on knowledge
*Emotional = attitude
Model 3 “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 potential
value of the service.
It is a shared and articulate understanding of the
nature of the service provided and received, which
should give information about:
- The organising idea
- The service provided/delivery
- The service received
- A. The cutomer experience
- B. The service outcomes: “products” i.e. benefits,
emotions, judgements value and intentions.
- C. The service value: the customers assessment of the benefits of the
service weighed against all costs involved.
NOTE:
Customer value = the core (the first part)
Operations and technology, people = getting the right employees, machines, products!
, Objectives of the perpectiveservice management
• Delving deeper into the subject of Services Management.
• Developing a theoretical based opinion on various subjects discussed in class.
• Learning to actively communicate this opinion.
• Practising the English language, spoken as well as written skills.
Services are;
• Intangible (can’t be touched, not physical)
• Simultaneous (the service is happening and can be gone)
• Heterogeneous
• Perishable (can’t be put in stock)
Types of services:
• Maintenance interactive services
- Standardized
- Processes
- Physical infrastructure
• Task interactive services
- Knowledge
- Professionalism
- Innovative
• Personal interactive services
- Attitude
- Communication
Model 1 The service-profit Chain
*You have to focus on the satisfaction of your employees not the customers.
*Service management goes mostly about People and Profit
,Model 2 Bitner Servicescape “the impact of physical surroundings on customers and employees”
*Services scape = the room were the services is happening
*Cognitive response = based on knowledge
*Emotional = attitude
Model 3 “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 potential
value of the service.
It is a shared and articulate understanding of the
nature of the service provided and received, which
should give information about:
- The organising idea
- The service provided/delivery
- The service received
- A. The cutomer experience
- B. The service outcomes: “products” i.e. benefits,
emotions, judgements value and intentions.
- C. The service value: the customers assessment of the benefits of the
service weighed against all costs involved.
NOTE:
Customer value = the core (the first part)
Operations and technology, people = getting the right employees, machines, products!
, Objectives of the perpectiveservice management
• Delving deeper into the subject of Services Management.
• Developing a theoretical based opinion on various subjects discussed in class.
• Learning to actively communicate this opinion.
• Practising the English language, spoken as well as written skills.
