Chng 5

VN TI

MT HOT NG DCH V

Transports a service activity

Initial definition of Gadrey [1992]
A service activity is an operation aiming at the transformation of condition
[(state,status)] of a reality C, possessed ([controlled]) or used by a consumer B
(or customer, or user), realized by a person receiving benefits [(provider)] A
according to Bs request, and often in connection with him, but not ending by the
production of a susceptible good to economically circulate independently of the
support C.

Mt hot ng dch v l mt hot ng nhm mc ch chuyn i

iu kin [(trng thi, tnh trng)] ca mt thc t C, c s hu
([kim sot]) hoc c s dng bi mt ngi tiu dng B [(hoc khch
hng, hoc ngi s dng)], c thc hin bi mt nh cung cp A
theo yu cu ca B, v ngi ny thng c lin kt vi B. Nhng qu
trnh ny khng kt thc bng vic sn xut ra mt mt hng c kh nng
lu thng kinh t mt cch c lp m khng c s h tr C.
=> Several aspects: aspect process, aspect result (profit), indicated
agents, and material reality.

Provider
A

Customer
B

Service relations

C
on

Fo
rm
es

of

fA
no

pr
op
e

rty

t io
ven

of
B

er
Int

on
C

Informational interaction between A et B

C
Reality/support
Source : Gadrey (1992)

Transports a service activity

Nh vy, thc t C trong nh ngha ny c th l chia
lm 04 loi chnh:
1. C c th l mt hng ho hoc mt h thng k thut
thuc s hu ca B, A s sa cha, bo tr, vn chuyn.
y bao gm tt c cc dch v lin quan n hng
ha vn chuyn.
2. C c th l thng tin c m ho hay tiu chun
ha (bao gm c tin, k hiu tin t) hoc cc loi k
phiu do B s hu m A s ph trch vic x l, chuyn
giao, qun l v mc ch ca B.

Transports a service activity

3. C c th chnh l c th B, c kch thc vt l (y t,

chm sc), tr thc (gio dc, vn ha), quan h (giao
tip, gii tr, thng tin), khng gian (vn chuyn). Tt c
cc hot ng lin quan n vn chuyn hnh khch.
4. Cui cng, C c th l cc t chc c hnh thnh vi
cc thng s khc nhau (v k thut, m hnh, k nng
v kin thc tp th) m ngi thc hin A s chu trch
nhim phn tch v chuyn i, v nht l thng xuyn
c s lin quan n B (c th l thnh vin hoc khng
ca t chc C).

Transports a service activity

nh ngha th v bi v n lm ni bt mt kha
cnh c bn ca dch v: chuyn i trng thi
ca mt thc t.
Vn : ph hp cho vic bo tr, h tr, sa
cha, v.v... Khng thch hp cho gii tr, du lch.
V vy, Gadrey a ra ln th hai nh ngha
khc vo nm 2003 lm r mi quan h gia
cc nhn t (?):

Transports a service activity

Definition of Gadrey [2003] :

Sn xut dch v khi m A (s hu hoc iu

khin mt kh nng v k thut v con ngi)
bn cho B quyn s dng kh nng v cc nng
lc ny trong mt thi gian nht nh, sn
xut ra cc tc dng hu ch cho bn thn B,
hoc trn ti sn C m n ang s hu hoc c
quyn nh ot.

Vn /
cng ngh
Loi kh nng
tip xc vi
ngi s dng

Tnh hp l ca vic
cung cp dch v vt l
cho cc bn th ba
(vd: vn chuyn hng ho )

Tnh hp l ca s h tr
hoc can thip

Con ngi

c phc v :

Yu cu
can thip tng tc
Source : Gadrey [2003]

Phng thc
thc hin

Tnh hp l
ca vic cung cp
nng lc k thut
c duy tr
(vd: Vn chuyn
hnh khch th)

Tnh hp l
ca ngi i din
Hoc
mn trnh din sng ng

S dng:

Quyt nh
s dng hoc tham d
Tng tc bng li ni rt thp

04 main features:
1.

The intangibility of the services;

Tnh v hnh ca dch v;

2.

More or less intensity in technical and human means;

t nhiu c s tc ng ca yu t k thut v con

ngi;
3.

A "product" non-stockable: simultaneity of the production and the

consumption of a service;

l mt sn phm khng lu tr: qu trnh sn xut

v tiu th dch v din ra cng lc;
4.

The service of transport: an activity of network

Dch v vn chuyn: l mt hat ng c mng li

Intangibility of the service - Definition

*** Intangible:
The service " cannot be seen, enjoyed, smelt, heard or felt before having been
bought ". Thesis known since Smith and resumed by Marshall.

Dch v s khng th c nhn thy, cm thy, ngi, nghe

hoc cm nhn trc khi ta mua dch v .
But :

The supply of the service is often made by means of the material supports
(means of production, target of the service, the main component of service)
and on material realities (services of repair, restoration, medical)

Vic cung cp dch v thng c thc hin nh vo s h

tr vt l (phng thc sn xut, mc tiu, thnh phn chnh
ca dch v) v thc hin trn cc thit b c th (dch v sa
cha, nh hng, y t).

The intangibility of the service is on time, since the repetition of the provision
allows for an assessment of anticipated features of the service. Tnh v

hnh ca dch v l v thi gian v s lp li ca vic cung cp

cho php nh gi cc tnh nng c mong i ca dch v.

Intangibility of the service - Definition

Nh vy:

Difficult to present a service in priori

Kh khn trc tin l trong vic thc hin mt dch v ...

But less obvious in transport because of the capital intensity of the used
means

... Nhng t nht i vi vn ti l hin nhin do mc

vn u t trong nhng phng thc c s dng

Difficult to evaluate ex post the performances

Kh nh gi cho nhng ln thc hin sau

On the strategic plan, difficulty for a company to have a precise location, a

precise definition of the service

V mt chin lc th doanh nghip kh m c c s

nh v v s nh ngha c th cho loi hnh dch v.

Intangibility of the service - Consequences

V vic sn xut v tiu th din ra ng thi nn c cc
hu qu sau:
Impossible storage of the production
Khng th lu tr vic sn xut
The intervention of the customer in the production of the
service
C s can thip ca ngi tiu dng trong qu trnh
cung cp dch v
Consequence in transport: an activity of network
H qu i vi vn chuyn: l hot ng c tnh cht
mng li.

2/ Impossible storage of the production

Because of this specificity, incapacitated to store
or to transport of the service, thus it raises
problem of the available production capacities
to meet the demand.

Bi c tnh v hnh ny nn khng c

kh nng lu tr hoc vn chuyn dch
v, do vy dn n cc vn v nng
lc sn xut c sn p ng nhu
cu.

2/ Impossible storage of the production

If cyclic or fluctuating demand, with phase of peak hour and off-peak hour,
raises problems of the choice of the available capacities. If choice bases
itself on the average, will alternate phases of excess and incapacity of the
offer.

Nu nhu cu bin ng hoc thm ch giai on mang tnh chu

k vi y yu t gi v gi cao im s dn n cc vn
pht sinh t vic la chn cc nng lc sn c. Nu la chn
c da trn tnh tng i th c th d tha v thiu
ngun cung cp.

In case of incapacity, generate phenomena of lines, congestion, etc., raise

problems of management of the production capacities of the producing
companies of services. Companies organized to manage this problem.

Trong trng hp khng cung cp s gy ra cc hin tng

xp hng, tc nghn, v.vlm tng vn v nng lc qun l
ca doanh nghip sn xut dch v. Cc cng ty c t chc
qun l vn ny.

3/ Intervention of the customer

during service production
Because of the simultaneity of production / consumption, the customers
intervene in the provision of service. So we talk about "coproduction",
quite as " co-traitance " in the field of the transport. The coproduction of the
service influences on the conditions of realization of a service provision.

Bi tnh ng thi ca sn xut / tiu th, khch hng c lin

quan n cung cp dch v. iu ny c gi l "ng sn
xut", nh n c gi l "ng hp tc thc hin" trong lnh
vc vn ti. S ng sn xut ca dch v nh hng n cc
iu kin ca vic thc hin dch v.

System of real-time piloting

H thng iu khin trong thi gian thc

Manage the customer

Qun l khch hng

Relation of service
Cc mi quan h ca dch v

4/

Network activity

Because of the simultaneity of the production of the service in its

consumption, a service activity implies a nearness between the producer
and the consumer, which sometimes goes as far as involving the consumer
in the service production (so we talk about "coproduction").
Bi tnh ng thi ca sn xut v tiu dng, mt hot ng dch v
ch ra mt mi quan h cht ch gia sn xut v ngi tiu dng,
i khi i n ngi tiu dng tham gia vo vic sn xut ca dch v
(iu ny c gi l "hp tc sn xut").
Service activities are of this fact often operating in network, because the
clientele which consumes is scattered in the whole territory. It is the case
of, for example, banking services, insurances, telephone, services of
transport, etc.
Hot ng dch v do thng phi l hot ng trong mng li v
khch hng tiu th c phn tn trn ton lnh th. iu ny c
p dng trong lnh vc nh ngn hng, bo him, in thoi, dch v
vn ti, vv.

HT