Lecture Topic 1 : The Service Sector Reading : Chapter 1‚ Services Marketing : People‚ Technology‚ Strategy by Kotler & Wirtz‚ 7th Edition. The Service Sector- some facts : • In the West‚ business conditions generally remain difficult for service sector firms with falling prices hitting profitability. - The service sector typically accounts for between 66% and 75% of GDP in most of the more highly developed economies. (Central Intelligence Agency‚ 2011)
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FEATURES OF SERVICES In terms of economics‚ service is a transaction where no physical goods are transferred from the seller to the buyer. The benefits of services are held to be demonstrated by the buyer’s willingness to make the exchange. In terms of management‚ Service is a customer-focused approach in delivering information technology. Service Management focuses on providing value to the customer and also on the customer relationship. Some of the basic features of Services are: 1. Intangibility:
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When most people think of Doctors they think of the person who they see very briefly when they aren’t feeling well but in all reality they are a lot more than that. A doctor is someone who works extremely long hours‚ is dedicated to healing patients‚ and their work is intellectually‚ emotionally and physically taxing. A doctor has many hats to wear throughout his busy day and “doctor” is just one. When thinking what kind of work results are important for a doctor you immediately think of healing
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Assignment on SERVICE FAILURE AND SERVICE RECOVERY Few months back my experience with ICICI bank helped me identify with these concepts. Service failure can occur on multiple dimensions. A core service failure occurs when a customer is not able to avail the service one has paid for. A service encounter failure occurs when customer interaction with employees of a firm leave the customer feeling negative about the firm. I experienced the first type of service failure. In March 2010‚ while
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Guest Service MGT/372 May 13‚ 2013 As a family and working at an Event and Wedding Planner company‚ we love to treat ourselves once or twice a month without the rush or pressure of being working. Now‚ with the information learn thru this class does a lot that is looked to have a clear understand of what is learned. The level of service we received during our dining experience are the expectation we have of a restaurant‚ they can be minimum‚ met‚ exceed
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With all the expanding social and monetary exercises in the UK‚ the measure of waste produced in private and business exercises keeps on developing. Did you realize that 10 million tons of waste is created by the UK consistently. This waste is either reused‚ reused or discarded in landfill. There are particular approaches to treat misuse of various types to keep up the solidness of the earth. Regardless‚ if waste administration is not done legitimately‚ their belongings can specifically influence
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This case focuses on total quality management analysis of the successful new initiatives of AT&T Universal Card Services. It describes the theory and operations of the AT&T Universal card‚ a credit card introduced successfully in 1990. Specifically‚ the case looks at UCS’s methods of motivating and monitoring its frontline telephone associates‚ those who deal with individual customers and who‚ the firm hoped‚ would succeed in not just serving but "delighting" customers. AT&T’s has two main goals:
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Download Services Introduction In computer networks‚ the term “download” means to receive data (to your local system) from an external‚ remote system. Examples of such systems include FTP server and e-mail servers. It is implied that the data that is to be downloaded is going to be stored permanently. In many cases‚ users of download services use tools which are dedicated to the task of downloading‚ known as download managers. Download managers have various features‚ including the ability to
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Is IQ a more appropriate measure than EI influencing performance of managers at work? IQ is important‚ but Emotional Intelligence‚ including social skills‚ is even more so. From the research‚ I found that for all types of jobs‚ emotional competencies are twice as prevalent among distinguishing competencies as are technical skills and purely cognitive abilities combined. In general‚ the higher position in an organization‚ the more Emotional Intelligence (EI) mattered. For those who are individuals
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Creative Ads Motivates People to Drink Water Creative Ads Motivates People to Drink Water It is well known that water is one of the most essential elements for all organisms‚ especially human beings. However‚ even though people realize how important water is for them they do not drink their daily-recommended amount of water. Therefore‚ organizations form water campaigns to encourage people to drink 8 to 12 glasses per day‚ which maintains the body’s hydration. Nevertheless
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