Service Outsourcing Yong-Pin Zhou∗ and Z. Justin Ren† February 2‚ 2010 Abstract This article reviews the Operations Management (OM) research on service outsourcing‚ a common practice among today’s businesses. We focus on recent literature in three areas: capacity planning and supplier coordination‚ service outsourcing under information asymmetry‚ and quality concerns. Additionally‚ a mathematical framework is presented that can be used to analyze service outsourcing supply chains. We conclude with
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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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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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Market planning Marketing is the process of developing and implementing a plan to identify‚ anticipate and satisfy consumer demand‚ in such a way as to make a profit. The two main elements of this plan are market research to identify and anticipate customer requirements and the planning of an appropriate marketing mix to meet these requirements. Market research involves gathering and recording information about consumers‚ market‚ product‚ and the competition in an organised way. The information
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2 Customer Behavior & Personal Selling vii 1.2.1 Advantages of understanding customer behavior vii 1.3 Environment & Managerial Forces viii 1.3.1 Managerial Forces viii 1.3.2 Environmental Factors ix 1.4 Two Types of Personal Selling x 1.4.1 Professional Sales People x 1.4.2 Support Sales People x Task Two xi 2.1 Sales Process for Personal Selling xi 2.1.1 Prospecting xi 2.1.2 Pre approach and planning xii 2.1.3 Approaching the client xii 2.1.4 Indentifying
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Acknowledgments Completing this dissertation has proven to be a very challenging endeavor‚ and it certainly would have been a whole lot more difficult to accomplish without the help of many important persons. First of all‚ my dissertation supervisor‚ Shannon-Little‚ Paul A‚ has provided valuable guidance and direction along my research and writing path. I would like to express my sincere appreciation and thanks to him for his support‚ patience and encouragement. Also‚ special thanks go out
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(or‚ where the employment has ceased‚ worked under). The ERA defines ‘contract of employment’ as “a contract of service or apprenticeship‚ whether express or implied‚ and (if expressed) orally or in writing. The variance between the two is Contracts of Service and Contracts for Service. To begin with‚ the difference a Contract of Service is‚ where an employer and an employee have a relationship that is continuous. The employer has a duty of care to its employees‚ for example to‚ work in a healthy
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CHARACTERISTICS OF SERVICES The services have unique characteristics which make them different from that of goods. The most common characteristics of services are: Intangibility. Inseparability. Perish ability. Variability Intangibility 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
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your organization? Ans.Everyone in the organization is customer .Internal customer service must be of high quality so that service to external customers reflects the internal working of the organization .This applies whether your external customers are end –users /consumers or on seller. Q2.Why is it necessary for organization to investigate‚ identify‚ assess and include the needs of clients /customers in planning processes and how can they do this? Ans. Successful organizations are customer driven
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for delivering superior service. The chapter states that the customers compare perceptions with expectations when judging a firm’s services. However‚ the nature of customer service expectations and how they are formed has remained ambiguous. Researchers have defined customer service expectations in a variety of ways but with no conceptual framework to link different types of expectations. At this point it indicates their interactions in influencing perceptions of service performance connect expectation
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