Challenge For A Service Organization

The ‘service operation management is an activity that is concerned with both what service we deliver and how it is delivered to our customers. It involves understanding the needs of our customers, managing the processes the deliver the services, ensuring our objectives are me, whilst also paying attention to the continual improvement of our services.’ (Johnston and Clark, 2001).

This course focuses on services management in general and service operations in particular. It explores the elements that unite services, that differentiate service processes from non-service processes and that differentiate various types of services from each other. Customers generally participate in the service process, often with direct and uncensored interactions with employees and facilities. The resulting

Nowadays, services dominate economy and generate most new jobs. This service encounter report aims to compare and contrast my own real-world service experiences using services marketing theories. Firstly, it will compare my two satisfactory encounters journals in East Coast Car Rentals and Ambient Hotel Colina to get the most satisfactory one. Secondly, two dissatisfactory encounters in Ray White Alderley and Myer will be compared to gain the least satisfactory one. Finally, I will give 3 recommendations for the least satisfactory encounter. Theories of level of tangibility, heterogeneity, inseparability, and perishability; level of customer service;

3. (TCO H) Marketers recognize that the marketing of services is different than the marketing of a product because of the different characteristics that distinguish them from physical products. How do marketers communicate the value of services to consumers? How do they make these intangible services appear tangible to the consumer? What are some marketing strategies that might be employed with services to

The American economy has suffered the deepest and most protracted recession since the Great Depression. The financial crisis that began in the fall of 2008 had enduring effects on economic performance. In the first quarter of 2009, real gross domestic product (real GDP) fell by 6.4 percent. Real GDP fell for four straight quarters, from third quarter 2008 through second quarter 2009. The good news is that we have enjoyed more than three years of uninterrupted economic growth (Real GDP) and falling unemployment since the recession ended in June 2009. Economic growth (real GDP) has averaged less than 2.1% since the recovery began July 2009 and is have slowed to less than 1% in the

The service experience includes four different aspects that must be understood before analyzing the experience: services setting, the service workers, the service customers, and the service process. The service setting is where the action or service performance unfolds (Fisk et al, 2014, p. 26). The setting can also be what the customer is unable to see (backstage). The service workers are those who work together to create the service for the customers including the seen and unseen. The service customers are the person, group, or organization receiving the service. Finally, the service process is the series of events during the service received (Fisk et al, 2014, p. 26).

This is an introductory course intended to provide the student with a mix of theoretical and practical knowledge about managing service operations in businesses such as financial services, retail hospitality, healthcare,

To an organisation, through understanding the service concept they are able to display the value of their service to the customer through communicating a key set of benefits. The services and benefits provided vary upon industry, however what individual organisations can benefit from is organisational alignment. Johnston et al. (2012) suggests that the service concept can act as a tool that links together the different functions of an organisation with a common purpose and standard. In addition, Looy et al. (2013) explains that the service concept can become a blueprint that communicates to employees what service they should provide and to customers what service they should expect to receive.

As stated in the text Effectively Managing and Leading Human Service Organizations an organization’s mission works to meet a need. Without a mission the organization loses its direction, support, and its legitimacy. This was no clearer than in my first position higher education began in the University’s Office of Diversity. I recall being incredibly excited because I had originally been a member of the minority student organizations as well as several community organizations, and this opportunity represented the chance to really work in passion that I had developed for helping to further an agenda for supporting students of color and educating the campus community on issues affecting these communities. Within the first month of managing

On average on 26% of Americans volunteer, this surprised me on how low this number truly was. I now understand why community service is required for most classes, because without us kids out volunteering the numbers would be substantially lower. This proves to be true by a study done by Debra Blum shows that hot spots for volunteer work is in college towns, such as Provo, Madison, Wisconsin and Iowa City, Iowa. To me this is pointing out that people that have higher education are more likely to give back to their communities. This can be explained with certain theories that will be broken down later in the essay along with other materials.

The service industry interacts with our lives on a daily basis. Services can be defined as deeds, processes and performances. When considering the differences between products and services, intangibility and the fact that a service cannot be touched, tasted, viewed or tried on are terms often used (McColl-Kennedy & Kiel 2000). Services differ from goods in essentially four ways: (1) intangibility; (2) inseparability; (3) heterogeneity; (4) perishability (Kotler, Brown, Adam, Burton, Armstrong 2006). To deliver a quality service, managers also pay attention to the importance of tangibles that support service delivery as well as service delivery blueprinting. Managers must also accept that service failures occur and be able to

As a service coordinator, it is our job to provide support, coaching, referrals, and resources needed so that the family and children involved in EI are able to achieve their outcomes and successfully function once discharged out of Early Intervention. Although I am only beginning my journey as a service coordinator, I have been assigned to work with over 40 families of different incomes, races, ethnicities, and cultures. As a service coordinator I find the most intrinsic value when working for families of oppressed populations. In my own personal experience as a member of a minority Hispanic culture and f families of minority cultures are less likely to be educated on early childhood development and the importance of intervening as soon as possible. For that reason, I try my best to provide as much education as possible around the strategies I bring forth to assist the child, which often includes articles, offering workshop sessions and bringing in additional therapists onto the team. In addition to working with families of minority cultures, many children are often referred to early intervention through the department of children youth and families. Families involved in dcyf are often experiencing many difficult circumstances including no housing, mental illness, domestic abuse and many others. These circumstances often leave families feeling vulnerable, helpless, and without options. It is especially crucial and important to provide support and guidance to help empower

The Human Services Organization I analyzed is New Beginnings. New Beginnings is an agency that provides sexual assault support services in Daviess, Hancock, Henderson, McLean, Ohio, Union, and Webster counties. The clients of this organization have all been affected by sexual assault or child sexual abuse. Issues within clients are best described as acute trauma responses or chronic trauma, such as sexual difficulties or loss of trust. In order to analyze this agency as efficiently as possible, I interviewed Terri Crowe, the Advocacy Coordinator, from New Beginnings. Terri was able to provide very useful information regarding this organization and how it ticks. Although New Beginnings provides services to seven different counties, there are

Tangible goods, or rather manufactured goods, have been the dominant medium of exchange for centuries. However, recent decades have proved that it is no longer the case as there has been a prevalence of being service oriented (Vargo and Lusch, 2004:1-2). Services, as defined by Vargo and Lusch (2004), are  “the application of specialized competences (knowledge and skills) through deeds, processes, and performances for the benefit of another entity or the entity itself (p.2).” Utilizing services gives businesses an edge, a competitive advantage, particularly in an evolving competitive market, something which Metalfrio is definitely part of (Vargo and Lusch, 2004:9).  Those businesses that learn to adapt tend to do well. In addition, Vargo and Lusch (2004) write this shift to services is also a shift from producer perspective to a customer perspective (p.2). Thus, it leads to more of a collaborative effort where co-creation leads to adding value to the service rather than a product having value (Vargo and Lusch, 2004:6). Also, customers rather develop relationships with those that can provide a range of related services over an extended period of time, thus allowing businesses retain their clients for the long term (Vargo and Lusch, 2004:13). Overall, service oriented marketing is a direction that businesses should be headed towards to ensure that they can remain relevant and competitive in the

|CONSUMPTION |Goods are produced first, then sold, then |Most services are sold first and then consumed. |