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  • Chapter 1 & 2: The Role and Nature of Services: Customers To Ensure The Following

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    The document discusses the transformational model for service operations which involves an open system that interacts with customers through various stages of input, operations, and output to ensure customer interaction is part of the service product and the human element is central to effective operations. It also discusses the differences between services, experiences, and the four realms of an experience which include entertainment, educational, esthetic, and escapist experiences that go beyond just services.

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    Service Management Revision Notes

    Original Title

    Service Management Revision Notes

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    The document discusses the transformational model for service operations which involves an open system that interacts with customers through various stages of input, operations, and output to ensure customer interaction is part of the service product and the human element is central to effective operations. It also discusses the differences between services, experiences, and the four realms of an experience which include entertainment, educational, esthetic, and escapist experiences that go beyond just services.

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    © All Rights Reserved
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    14 views2 pages

    Chapter 1 & 2: The Role and Nature of Services: Customers To Ensure The Following

    Uploaded by

    vcs89
    The document discusses the transformational model for service operations which involves an open system that interacts with customers through various stages of input, operations, and output to ensure customer interaction is part of the service product and the human element is central to effective operations. It also discusses the differences between services, experiences, and the four realms of an experience which include entertainment, educational, esthetic, and escapist experiences that go beyond just services.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    of 2

    Chapter 1 & 2: The Role and Nature of Services

    Service operations management is the involvement of an open system that interacts with
    customers to ensure the following:

    Customer interaction is part of the service product


    The human element is central to effective operations
    Transformational Model for Service Operations

    INPUTS

    OPERATIONS

    OUTPUTS

    Stages in the transformation


    People
    Capital
    Facilities
    Equipment
    Energy
    Information

    Productions
    Service
    Supply
    Transport

    Sometimes customers

    Goods
    Services
    Information
    Etc

    Sometimes treated as
    customers

    CUSTOMERS & CLIENTS


    COMMENTS & OPINIONS

    GOODS & SERVICES

    Decisions and information is simultaneous between each stage within the model.

    Beyond service there is a new experience economy

    Function
    Nature
    Attribute
    Supply Mode
    Seller
    Buyer

    Service

    Experience

    Deliver
    Intangible
    Customised
    On demand
    Provider
    Client

    Stage
    Memorable
    Personal
    Revealed
    Stager
    Guest

    The Four Realms of an Experience

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