Service Processes Flashcards
What is a Service Package?
The bundle of goods and services that is provided to the customer in some environment.
What is Supporting Facility (Service Package Component)?
The physical resources that must be in place before a service can be offered.
What is Facilitating Goods (Service Package Component)?
The material purchased by the buyer or the items provided to the customer
What is Information (Service Package Component)?
Data provided by the customer
What is Explicit Services (Service Package Component)?
Benefits that are observable by the senses
What is Implicit Services (Service Package Component)?
Psychological benefits the customer may sense only vaguely.
What is the Service-System Design Matrix Axes?
Degree of customer/server contact;
Buffered core (remote)
Permeable system (some interaction)
Reactive system (direct)
More accommodation means more ____
and less accommodation means less ____
cost
satisfaction
What are Poka-Yokes?
Procedures that block a mistake from becoming a service defect.
What are the Three T’s of Poka-Yokes in Services?
Task to be done, Treatment accorded to the customer, Tangible features of the service.
What is the The Production-Line Approach?
Service delivery is treated much like manufacturing.
What is the The Self-Service Approach?
Customer takes a greater role in the production of the service.
What is the The Personal-Attention Approach?
Direct service by professional
What is the Service Triangle?
a model placing the customer at the center, supporting by the service strategy, systems, and employees
What is Customer Contact?
the physical precedence of the customer in the system and the extent to which they interact during service creation
What is the Service-System Design Matrix?
a framework showing the relationships between customer contact, efficiency, and sales opportunity in service delivery
What are the six types of service encounters in the matrix?
mail contact
internet / onsite tech
phone contact
face-to-face tight spaces
face-to-face loose spaces
face-to-face total customization
What is the difference between high and low contact services?
high –> significant customer interaction
low –> performed on customer surrogates
What are the five types of customer-introduced variability?
arrival
request
capability
effort
subjective preference
What are the four basic accommodation strategies for variability?
classic
low-cost
classic
uncompromised
what is a business platform?
business model that enables information exchange and transactions between independent customer and provider groups
