Sinopsis
Excerpt from A Framework for Analyzing Service Operations
We develop a framework for analyzing the strengths and weaknesses of firms engaged in providing services, synthesizing and building on the literature addressing service operations. First, we summarize the distinguishing characteristics of service products, as compared to manufactured goods. We then partition the context in which firms operate into three segments. The external environment encompasses product definition and differentiation, as well as competitive forces. The internal environment concerns issues similar to those in traditional management of manufacturing operations. The customer interface is the most critical segment, representing the service firm's "moment of truth." We discuss each environment in turn.
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Forgotten Books publishes hundreds of thousands of rare and classic books. Find more at www.forgottenbooks.com
This book is a reproduction of an important historical work. Forgotten Books uses state-of-the-art technology to digitally reconstruct the work, preserving the original format whilst repairing imperfections present in the aged copy. In rare cases, an imperfection in the original, such as a blemish or missing page, may be replicated in our edition. We do, however, repair the vast majority of imperfections successfully; any imperfections that remain are intentionally left to preserve the state of such historical works.
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Reseña del editor
Excerpt from A Framework for Analyzing Service Operations
Although issues related to dealing with current and potential competitors are similar for service and manufacturing operations, the unique characteristics of services require paying special attention to certain aspects of competitive strategy.
The internal environment means just that: the environment internal to the firm, with no customer contact. Because the customer is not present, the processing of information, paperwork, or articles belonging to customers can be done with efficiency as the major performance measure. Designing systems to efficiently deliver services entails planning human and physical resources, infrastructure, and operations control. Smoothing supply and demand is a critical task in efficiently managing the internal environment of service operations.
The interface is the segment in which the service is delivered to the customer. This service delivery is known as the moment of truth; it is this interaction that will shape to a great extent the customer's perception of the service received. In this environment, service managers must consider the characteristics of participants in the encounter and factors that influence their interactions. Managing expectations and service quality are key tasks in the service encounter. This necessitates special attention to training and issues of power, control and respect.
About the Publisher
Forgotten Books publishes hundreds of thousands of rare and classic books. Find more at www.forgottenbooks.com
This book is a reproduction of an important historical work. Forgotten Books uses state-of-the-art technology to digitally reconstruct the work, preserving the original format whilst repairing imperfections present in the aged copy. In rare cases, an imperfection in the original, such as a blemish or missing page, may be replicated in our edition. We do, however, repair the vast majority of imperfections successfully; any imperfections that remain are intentionally left to preserve the state of such historical works.
Reseña del editor
Excerpt from A Framework for Analyzing Service Operations
We develop a framework for analyzing the strengths and weaknesses of firms engaged in providing services, synthesizing and building on the literature addressing service operations. First, we summarize the distinguishing characteristics of service products, as compared to manufactured goods. We then partition the context in which firms operate into three segments. The external environment encompasses product definition and differentiation, as well as competitive forces. The internal environment concerns issues similar to those in traditional management of manufacturing operations. The customer interface is the most critical segment, representing the service firm's "moment of truth." We discuss each environment in turn.
About the Publisher
Forgotten Books publishes hundreds of thousands of rare and classic books. Find more at www.forgottenbooks.com
This book is a reproduction of an important historical work. Forgotten Books uses state-of-the-art technology to digitally reconstruct the work, preserving the original format whilst repairing imperfections present in the aged copy. In rare cases, an imperfection in the original, such as a blemish or missing page, may be replicated in our edition. We do, however, repair the vast majority of imperfections successfully; any imperfections that remain are intentionally left to preserve the state of such historical works.
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A Framework for Analyzing Service Operations (Classic Reprint)
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Paperback. Condición: New. Print on Demand. This book presents a framework for understanding and analyzing the strengths and weaknesses of organizations engaged in delivering services. The author, a leading expert in this field, synthesizes and builds on existing knowledge to create a unified framework. The book begins by outlining key distinguishing characteristics of service products, such as intangibility, perishability, heterogeneity, simultaneity, and cultural specificity. It then examines the external environment in which service organizations operate, covering topics such as product denition, differentiation, and competitive forces. The internal environment is discussed next, focusing on system design and implementation issues such as resource planning, control procedures, and matching supply and demand. Finally, the book addresses the critical issue of quality, exploring the challenges and opportunities of service encounters. This book provides a valuable resource for managers and researchers in the service industry, offering practical insights and a comprehensive framework for analyzing and improving service operations. This book is a reproduction of an important historical work, digitally reconstructed using state-of-the-art technology to preserve the original format. In rare cases, an imperfection in the original, such as a blemish or missing page, may be replicated in the book. print-on-demand item. Nº de ref. del artículo: 9781332261659_0
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