Professional Documents
Culture Documents
Service Management
Learning Objectives
Classify a service into one of four categories using the
service process matrix.
Describe a service using the four dimensions of the service
package.
Discuss the managerial implications of the distinctive
characteristics of a service operation.
Discuss the insights obtained from a strategic classification
of services.
Discuss the role of a service manager from an
open-systems view of service.
2-3
Service/Product Bundle