Service Processes Flashcards
What is a Service Package?
The bundle of goods and services that is provided to the customer in some environment.
What is Supporting Facility (Service Package Component)?
The physical resources that must be in place before a service can be offered.
What is Facilitating Goods (Service Package Component)?
The material purchased by the buyer or the items provided to the customer
What is Information (Service Package Component)?
Data provided by the customer
What is Explicit Services (Service Package Component)?
Benefits that are observable by the senses
What is Implicit Services (Service Package Component)?
Psychological benefits the customer may sense only vaguely.
What is the Service-System Design Matrix Axes?
Degree of customer/server contact;
Buffered core (remote)
Permeable system (some interaction)
Reactive system (direct)
More accommodation means more ____
and less accommodation means less ____
cost
satisfaction
What are Poka-Yokes?
Procedures that block a mistake from becoming a service defect.
What are the Three T’s of Poka-Yokes in Services?
Task to be done, Treatment accorded to the customer, Tangible features of the service.
What is the The Production-Line Approach?
Service delivery is treated much like manufacturing.
What is the The Self-Service Approach?
Customer takes a greater role in the production of the service.
What is the The Personal-Attention Approach?
Direct service by professional
