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Service management is different from the traditional (goods-oriented) management; service employees and their behaviors have been emphasized for their implications for the service encounters and service relationships. Today, more and more service encounters are infused with technology which certainly changes the nature of service encounters. Given this backdrop, address the following questions.
a) How does service management differ from the goods oriented (manufacturing) management? Discuss the differences in terms of effective and efficiency measures, production strategies, and production processes.
b) How do employees’ service deliveries influence customers and companies? Discuss the types of employee behaviors that lead to satisfactory and dissatisfactory experiences for customers.
c) Discuss the three types of a service delivery strategy: service encounter, pseudo relationship (enhanced service encounter), and (true) service relationship in terms of their strengths and weaknesses. Also discuss what type of service delivery strategy is suggested for what type of hospitality businesses and why.
d) Also, discuss when technology helps or hinders a customer’s perception of service encounters by explaining the role of rapport.
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