Lecture 5 part 2

Question 1

LO1: What is meant by the total service product concept

Answer 1

The core service: key of what is being delivered to customers
Supplementary service: value adding services other than core
Delivery process: the manner or how the service is delivered

Question 2

LO2: Describe the ‘Flower of Service’ model

Answer 2

around the core there is: payment, information, consultation, order-taking, billing, exceptions, safekeeping and hospitality.

Question 3

LO3: Explain the key principles of service redesign

Answer 3

Service redesign is the reconstitution, rearrangement, or substitution of the processes that make up a service.

Examples: 1) self-service, 2) direct service, 3) pre-service, 4) bundled service, 5) physical service