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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Scholarly critics around the world regard William Shakespeare’s "Hamlet" and Robert Bolt’s "A man for all seasons"‚ as one of the greatest tragedies of all time. Although the two tragedies are set in different times and places‚ and are written in completely different styles‚ they both describe the stories of two great men‚ who are faced with moral dilemmas that will determine the outcomes of their lives. Both‚ Hamlet and Sir Thomas More (the protagonists of the two tragedies) are pictured like soldiers
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Question 1 : Develop a service blueprint of the “as is” process After the ticket update‚ there is a survey request (not on the blueprint! ! ) Question 2: Evaluate the performance of the service process in terms of value-creation for the company and for the customer. There are a number of activities that create value in this blueprint: The first contact with the customer is of great importance‚ thus ‘take call’ is one of them. Others are: The status reports that are passed on to the customer
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entered or works under (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
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An Assignment on Service Failure and Service Recovery 28th August‚ 2011 A Service is an experience that a consumer derives at the time of its purchase. It is largely tangible and cannot be owned. Moreover‚ it is the outcome of being in contact (whether it is low-contact‚ hybrid or high-contact) with the service provider. Considering this‚ it is but natural that errors and failures occur. What differentiates one service provider and experience from the other is the way the error is corrected
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Food Preparation‚ Service and Delivery .......................................................................... 1 I. Standards for Menus.................................................................................................. 1 A. Master Menus (2-CO-4C-01‚ 4-4316M‚ 4-ACRS-4A-01M) .................................... 1 B. Medical Diets (2-CO-4C-01‚ 4-4318‚ 4-4319‚ 4-ACRS-4A-02M) ........................... 2 C. Special Diets (2-CO-5E-01‚ 4-4319‚ 4-ACRS-4A-03) ......................
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Manikanta(10MSE0004) 1: Table of Contents 1. Table of Contents 2. Problem Statement 3. Overview 4. Functional Requirements • • • • • 4.1. Student Self-service 4.1.1. Personal Profile 4.1.2. Registration 4.1.3. Results 4.1.4. Registration Assistance 5. Non Functional Requirements • • • • 5.1. Help Desk Support 5.2. Application Services and Technical support 5.3. Administration Features 5.4. System hardware fail over and routine back up 6. Hardware Requirements • • • • 6.1
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Homework #2: Goods‚ Services‚ and Operations Management Written By: Tamara Ellis Prof. Samuel A. Garwon MGMT 480 – 002 March 6‚ 2013 1. Explain why a bank teller‚ nurse‚ or flight attendant must have service management skills. How do the required skills differ for someone working in a factory? What are the implications for hiring criteria and training? Service-providers need technical/operations skills plus human interaction and marketing skills. A bank teller‚ for example‚ must be able
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A NEW APPROACH TO AUTOMATIC WEB SERVICES COMPOSITION by Luong Viet Phong A thesis proposal submitted in partial fulfillment of the requirements for the degree of Master of Engineering. Examination Committee: Prof. Vilas Wuwongse (Chairman) Nationality: Vietnam Previous Degree: Bachelor of Information Technology Ho Chi Minh University of Technology
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