Samenvatting Service Management, ISBN: 9780273732037 ICR International Classroom

Weke BUILT ENVIRONMENT HRM SERVICE MANAGEMENT
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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 


,Inhoud
Introduction (week 1).............................................................................................................................3
Chapter 16: week 1.................................................................................................................................7
Chapter 7: week 2.................................................................................................................................12
Chapter 11: week 3...............................................................................................................................22
Chapter 13: week 4...............................................................................................................................31

,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