CHAPTER 6 Flashcards
(50 cards)
encompasses technologies and networks designed to fulfill customer requirements and desires effectively. It aims to deliver services that align with customer needs, fostering satisfaction and potential delight upon service delivery.
Service System
crucial for meeting and exceeding customer expectations within the service delivery process. It ensures that customer requirements are met seamlessly, enhancing overall satisfaction with the service encounter.
Operational Efficiency
The service delivery process comprises:
-Front end
-Back enf
visible to customers, is critical for creating positive impressions. Consistency and accuracy in the front-end activities are essential for maintaining quality service.
Front End
______ & _______ in the front-end activities are essential for maintaining quality service.
Consistency and Accuracy
______ & ______ in the front-end activities contribute significantly to meeting this principle, preventing service inadequacies and potential discontinuation
Consistency and Accuracy
Upholding the principle of _______ is paramount in-service delivery
“Do it right the first time”
All elements of Service Experience
Service Product
Service Environment
Service Delivery
refers to the specific area where customer requirements are met through activities, benefits, or satisfactions tailored to their needs and desires. It emphasizes the importance of customizing services to match customer expectations.
Service Product
encompasses the physical atmosphere and setting where the service is provided. It includes various design components aimed at creating a well-designed and conducive space for service delivery.
Service Environment
relies on well-trained and motivated employees capable of providing excellent customer service. Investing in employee development ensures they are equipped to deliver quality service, enhancing overall customer satisfaction and experience
Service Delivery
Investing in _______ ensures they are equipped to deliver quality service, enhancing overall customer satisfaction and experience
Employee Development
-encompasses the values, beliefs, norms, and practices within an organization that support excellent customer service. It involves how the organization’s policies, procedures, rewards, and actions are geared towards enhancing customer experiences and adding value.
-emphasizes servicing and fulfilling customer needs effectively. It reflects the organization’s dedication to delivering high-quality service and meeting customer expectations.
Service Culture
-identified as the most critical factor for the long-term survival of a service organization
-This underscores the significance of organizational culture in sustaining success and competitiveness.
Culture of the Company
primarily determined by systematic planning, procedures, and overall service management performance, focusing on meeting customer expectations effectively.
Service Quality
FOUR (4) KEY ELEMENTS OF SERVICE DELIVERY SYSTEM
- Service Culture
- Service Quality
- Employee Engagement
- Customer Experience
encourages participation in training and seminars to improve service skills and goes beyond basic job requirements to support the company’s success.
It includes fostering positive employee attitudes, purpose-driven leadership, and effective human resources practices.
Employee Engagement
essential to understand how well the business is serving its customers and whether their expectations are being met, impacting customer satisfaction and loyalty.
Gathering Customer Feedback
encompasses customer intelligence, —account management, and continuous improvement, all of which contribute to better service delivery.
Customer Experience
Involving customers in service development and delivery, known as _____, is crucial for successful service delivery. This involves designing processes that engage and benefit customers.
Co-creation
affects how service operations are structured. It involves organizing hospitality resources like people, machinery, and materials.
Layouts can be fixed or flexible, impacting how services are delivered and the workflow process
Type of operations layout
can be fixed or flexible, impacting how services are delivered and the workflow process.
Layouts
service delivery reflects production philosophies.
Push/pull orientation
prioritize customer needs when offering services,
Pull oriented companies
