The Service Concept and its Facilitation to Business Development

Conduct a critique of the following service management ideas, theories and techniques, specifically with reference to purpose, application and limitations and with regard to how these service management ideas, theories and techniques might contribute to the development of a business.

1.1 Communicate to customers their organisation’s service offer, how it balances organisational and customer needs and how it meets customer expectations

This course focuses on services management in general and service operations in particular. It explores the elements that unite services, that differentiate service processes from non-service processes and that differentiate various types of services from each other. Customers generally participate in the service process, often with direct and uncensored interactions with employees and facilities. The resulting

The word service has taken on many meanings in today’s societies and has been categorized into various levels. One underling truth remains consistent within its interpretations, and that it is an intangible act rendered and measured by the satisfaction or disaffection of the receiver. My philosophy of service is found in my belief that to be of good service is to serve God. This conviction informs my social perception, spoken word choices, work ethic and understanding.

There has to be an understanding of the complexity of services before one can begin to determine what challenges face the service industry and the most efficient means of facing those challenges to maintain success. A service organization provides intangible services for a monetary value as perceived by the consumer (Lovelock & Wirtz, 2011). A simple definition is that there are no physical items exchanged in a service transaction as opposed to retail where an item is given in exchange for a predetermined price point. This paper will provide

The service industry interacts with our lives on a daily basis. Services can be defined as deeds, processes and performances. When considering the differences between products and services, intangibility and the fact that a service cannot be touched, tasted, viewed or tried on are terms often used (McColl-Kennedy & Kiel 2000). Services differ from goods in essentially four ways: (1) intangibility; (2) inseparability; (3) heterogeneity; (4) perishability (Kotler, Brown, Adam, Burton, Armstrong 2006). To deliver a quality service, managers also pay attention to the importance of tangibles that support service delivery as well as service delivery blueprinting. Managers must also accept that service failures occur and be able to

SERVICE – a system shall be created to ensure that the over-all service will satisfy the needs of

Source : Adapted from A. Parasuraman, Valerie Zeithaml, and Leonard Berry, “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, 49 (Fall 1985)

After the learning and the introspection regarding service and other areas of my life in the past several years, however, my views have expanded radically. I would still consider the actions above with service, however I would be able to provide a more accurate definition of service that is more nuanced and more complex than simply "being useful." My understanding of service now incorporates the real effects and the real intentions of an act, and the concept of

“Services are acts, deeds, performances, or relationships that produce time, place, form, or psychological utilities for customers” (Roberta S. Russell, 2014, p.194). Besides, there are some other explanation of service design: Service design is all about making the service you deliver useful, usable, efficient, effective and desirable (UK Design Council, 2010); Service design aims to ensure service interfaces are useful, usable and desirable for the client’s point of view and effective, efficient and distinctive from the supplier’s point of view (Birgit Mager, 2009); When you have two coffee shops right next to each other, and each sells

Every company can improve their sales and profits by giving more service to the customer. This part of the model discusses the service of the company. After sales services as well as local services. Customers need to feel happy with the product. Do they? The answer will be find in this part.

Services are activities performed by the provider, unlike physical products they cannot be seen, tasted, felt, heard or smelt before they are consumed. Since, services are not tangibles, they do not have features that appeal to the customer’s senses, their evaluation, unlike goods, is not possible before actual purchase and consumption. The marketer of service cannot rely on product-based clues that the buyer generally employs in alternative evaluation prior to purchase. So, as a result of this,

Recognising the unique nature of services, role and impact of service in our day to day

We have learnt from Servicer Strategy that service means to provide guidance on design, and how to implement them according to the needs of the customer. From the service lifecycle Service Design comes after the service strategy (Annexure A). The service design is not limited to new services, but also to old services which are need to improve the service design which are necessary to maintain the value to customers. The main objective of service design is designing an innovative idea or to change an existing design into a live environment. To change a design or to implement there are several requirements. These requirements are taken from the service portfolios and they are analyzed. There are teams which will indulge in this process and

Lynn Shostack, un precursor en el desarrollo de conceptos de diseño para servicios , ha destacado cuatro riesgos en el intento por describir los servicios sólo con palabras. • Simplificación excesiva. • Incompleto. • Subjetividad. • Interpretación sesgada.