Chapter 7 - Service Processes Flashcards
the physical resources that must be in place before a service can be offered.
Supporting facility
the material purchased or consumed by the buyer, or the items provided to the customer
Facilitating goods
operations data or information that is provided by the customer to enable efficient and customized services.
Information
the benefits that are readily observable and which make up the essential features of the service.
Explicit services
psychological benefits or other extrinsic
features of the service (prestige, privacy, etc.).
Implicit services
The physical presence of the customer in the system. Service systems with a high degree of customer contact are more difficult to control.
Customer Contact (High or Low)
The work process involved in providing the service itself
Creation of the service.
a company that creates value
by enabling the exchange
of information between two
or more independent
groups, usually consumers
and providers of a service
or product.
Web platform business
eBay, YT, Airbnb
The standard tool for service process design is the flowchart
service blueprint
involves using the service blueprint to identify opportunities for failure and then establishing procedures to prevent mistakes from becoming defects (poka-yokes)
Fail-safing
procedures that block the inevitable mistake from becoming a service defect (“avoid mistakes”).
Poka-yokes
What are the 3 T’s
Task to be done, treatment accorded to the customer, tangible features of the service facility.
the management of organizations
whose primary business requires interaction with the customer to produce the service
service business
One of the most common and powerful techniques for improving the service process
Waiting Line Analysis
a large number of potential
customers that it is always
possible for one more customer
to arrive to be served;, that is the
whole town or geographic area
Infinite population
