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Discuss the distinctive characteristics of service operation

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Reference no: EM133520492

Understanding Services: The Nature of Services

Question 1. Discuss the "distinctive characteristics of service operations" for a service with which you are familiar.

Question 2. What factors are important for a manager to consider when attempting to enhance a service organisation's image?

Question 3. Can services be mass produced? Why or why not?

Question 4. Why are services more labour-intensive than most manufacturing firms? What management problems does this pose?

Question 5. Discuss the role of the service provider. What impact does the individual performance of service employees have on company performance?

Question 6. Discuss the concept of "service as a system." How do the components of a service system impact the outcome of a service encounter?

Question 7. Describe the nature of service encounters.

Question 8. Discuss the role of the customer in service encounters. How would the customer's behaviour affect the "moment of truth"?

Question 9. What role may other customers play in service encounters? Discuss measures that management can take to ensure wanted outcomes when many customers are present in-service performance.

Question 10. Discuss the role of the service provider in "information-processing" service encounters. What types of behaviours and skills are needed in these encounters?

Reference no: EM133520492

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