The Service Economy：The Service encounter
- Expectations - Attitudes - Coproduction
4-3
Role of Technology in the Service Encounter
Technology Technology Technology
Customer
Server
Customer
Server
Customer
Efficiency Versus Satisfaction
Contact Personnel - Selection - Training - Ethical Climate
Customer
Service Delivery
Perceived Control Role of Scripts Outcome Failure Recovery
Server
A. Technology-Free Service Encounter
B. Technology-Assisted Service Encounter
C. Technology-Facilitated Service Encounter
Technology
Technology
Customer
4-6
Definitions of Culture
• Schwartz and Davis (1981) - Culture is a pattern
of beliefs and expectations shared by the organization’s members. • Mintzberg (1989) - Culture is the traditions and beliefs of an organization that distinguish it from others. • Hoy and Miskel (1991) - Culture is shared orientations that hold the unit together and give a distinctive identity.
Server
Customer
Server
D. Technology-Mediated Service Encounter
E. Technology-Generated Service Encounter
4-4
Evolution of Self-Service
Service Industry Banking Grocery Airlines Restaurants Human Contact Teller Checkout clerk Ticket agent Wait person Machine Assisted ATM Self-checkout station Check-in kiosk Vending machine Internet Facilitated Online banking Online order/ pickup Print boarding pass Online order/ delivery
4-2
The Service Encounter Triad
Service Organization
Efficiency Versus Autonomy
-
Culture Empowerment Control Systems Supporting Technology Performance Evaluation
Pay-for-view
Online shopping Distance learning Online poker
4-5
The Service Organization
• Culture
ServiceMaster (Service to the Master) Disney (Choice of language) • Empowerment Invest in people Use IT to enable personnel Recruitment and training critical Pay for performance
THE SERVICE ENCOUNTER
Learning Objr triad to describe a service firm’s delivery • • • • • • •
process. Describe roles of technology in service encounter. Differentiate organizational control systems for employee empowerment. Classify customers into four groups based on their attitudes and expectations. Prepare abstract questions and write situational vignettes to screen recruits. Describe how creation of an ethical climate leads to job satisfaction and service quality. Discuss role scripts in customer coproduction. Describe how elements of the service profit chain lead to revenue growth and profitability.
Movie theater
Book store Education Gambling
Ticket sale
Information clerk Teacher Poker dealer
Kiosk ticketing
Stock-availability terminal Computer tutorial Computer poker
service economic
• The service sector covers many diverse activities.
• Wholesale and retail trade was dominant • Advertising, data processing, publishing, tourism, leisure industries, entertainment, and other industries grew rapidly in the 1980s. • Most service industries were small and labor intensive but now became more technologically sophisticated as computer and electronic products were incorporated by management .
SERVICE ECONOMY • the status of the establishment of the main service activities. Services as a source of economic and employment growth and power. Services to promote the development of traditional industries and lead to industrial system as a whole.
• E.g.Wholesale
and retail trade
• This sector includes the motor trade, auto repairs, personal and household goods industries. The Blue Book 2006 reports that this sector added gross value of £127,520 million to the UK economy in 2004 • E.g.Hotels & restaurants E.g.Hotels • The Blue Book 2006 reports that this industry added gross value of £33,074 million to the UK economy in 2004.
SERVICE ECONOMY (3)
People
• Service design and testing • Process and system design and testing • Marketing program design and testing • Personnel training • Service testing and pilot run • Test marketing
Innovation in Services
• Basic Research: Pursue a planned search for
new knowledge regardless of possible application. • Applied Research: Apply existing knowledge to problems in creation of new service. • Development: Apply knowledge to problems to improve a current service.
Product
Technology
Tools
Systems
Design
Analysis
• Business analysis • Project authorization
3-10
Service Design Elements
Design Elements Structural Delivery system Facility design Process structure, service blueprint, strategic positioning Servicescapes, architecture, process flows, layout Topics
INFO5991_Service Sciences Management and Engineer_2013 Semester 2_Mid-semester test feedback 2013 S2
Week 5 slide 10, 11
(2 marks)
three enablers of specialisation.Describe how each one enablesspecialisation, giving examples.
(3marks)
Question1:The service economy, service systems and smart services
a.Explain the current role of services in economic growth
Week 1 slide 10
(1 mark)
b.Explain why IT is more important to the services sector than the manufacturing sector now. Give examples to illustrate your answer.
(2 marks)
d.What is the definition of a ‘service system’ we use in this unit of study?
Week 5 slide 6
(2 marks)
e.Draw a diagram representing that definition and explain what each box or arrow in your diagram means
Week 3 slide 21
(2 marks)
b.What is optimisation?
SERVICE ECONOMY (1)
1-13
Experience Design Principles
• Theme the Experience (Forum shops)
• Harmonize Impressions with Positive Cues
(O’Hare airport parking garage) • Eliminate Negative Cues (Cinemark talking trash containers) • Mix in Memorabilia (Hard Rock T-shirts) • Engage all Five Senses (Mist in Rainforest)
Industrial
Against Goods Machine fabricated production tending nature Among Services Persons Artistic Creative Intellectual
Postindustrial
Community Quality of life in terms health, education, recreation
1-4
Percent Employment in Services
Nation % of World Labor % Ag % Goods % Services
China India USA Indonesia Brazil Russia Japan Nigeria Banglades h Germany
• • • •
postindustrial societies. Describe the features of the experience economy contrasting the consumer (B2C) with the business (B2B). Explain the essential features of the service-dominant logic. Identify and critique the six distinctive characteristics of a service operation and explain the implications for managers. Describe a service using the service package dimensions. Use the service process matrix to classify a service.
服务经济学英文课件 (15)
Critical performance variables
Lack of
Open organizational Strategic
opportunity or fear dialogue to
Uncertainties
of risk taking
encourage learning
4-8
Contact Personnel
1. Unavailable service 2. Slow performance 3. Unacceptable service
Use scripts to train for proper response
4-10
Examples of Unethical Behaviors
Misrepresenting the Nature of the Service
4-6
Definitions of Culture
• Schwartz and Davis (1981) - Culture is a pattern of beliefs and expectations shared by the organization’s members.
• Mintzberg (1989) - Culture is the traditions and beliefs of an organization that distinguish it from others.
Customer Manipulation General Honesty and Integrity
• Promising a nonsmoking room when none is available
• Using bait-and-switch tactics
以服务经济为主英文作文
以服务经济为主英文作文1. Service economy is the backbone of modern society. From restaurants to healthcare, from transportation to entertainment, services are everywhere in our daily lives.2. The rise of the service economy has brought about a shift in the way we work and live. More and more people are employed in service-related industries, and the demand for skilled service workers continues to grow.3. The service economy has also changed the way we consume. With the convenience of online shopping and food delivery, we rely on services to meet our everyday needs.4. In the service economy, customer experience is key. Businesses are constantly striving to provide better service in order to attract and retain customers.5. The service economy has also led to the rise of the gig economy, where people work as freelancers orindependent contractors, providing services on a temporaryor on-demand basis.6. The service economy has its challenges, such as the need for regulations to protect workers and consumers, and the potential for job instability in certain service industries.7. Despite the challenges, the service economy offers opportunities for innovation and entrepreneurship, as new services and business models continue to emerge.8. In conclusion, the service economy plays a crucial role in modern society, shaping the way we work, consume, and interact with each other. As the service economy continues to grow, it is important to address itschallenges and harness its potential for the benefit of all.。
以服务经济为主英文作文
以服务经济为主英文作文下载温馨提示:该文档是我店铺精心编制而成，希望大家下载以后，能够帮助大家解决实际的问题。
文档下载后可定制随意修改，请根据实际需要进行相应的调整和使用，谢谢!并且，本店铺为大家提供各种各样类型的实用资料，如教育随笔、日记赏析、句子摘抄、古诗大全、经典美文、话题作文、工作总结、词语解析、文案摘录、其他资料等等，如想了解不同资料格式和写法，敬请关注!Download tips: This document is carefully compiled by theeditor. I hope that after you download them,they can help yousolve practical problems. The document can be customized andmodified after downloading,please adjust and use it according toactual needs, thank you!In addition, our shop provides you with various types ofpractical materials,such as educational essays, diaryappreciation,sentence excerpts,ancient poems,classic articles,topic composition,work summary,word parsing,copyexcerpts,other materials and so on,want to know different data formats andwriting methods,please pay attention!In today's fast-paced world, the service economy plays a crucial role in driving economic growth and development. With the rise of technology and globalization, the demand for services has increased significantly, leading to a shift towards a service-based economy.The service economy encompasses a wide range of industries, including healthcare, education, hospitality, and professional services. These industries contribute to the overall economic output and create employment opportunities for millions of people worldwide.One of the key characteristics of the service economy is its focus on customer satisfaction and experience. Companies and service providers strive to deliver high-quality services and personalized experiences to meet the diverse needs and preferences of their customers.In the service economy, innovation and creativity areessential for staying competitive and meeting the evolving demands of consumers. Service providers are constantly seeking new ways to improve their offerings, whether through technological advancements, process improvements, or the development of new service models.The service economy also relies heavily on human capital, as the delivery of services often requires skilled and knowledgeable professionals. This highlights the importance of investing in education and training to ensure a capable workforce that can meet the demands of the service industry.Furthermore, the service economy is closely intertwined with the concept of intangible value. Unlike the production of tangible goods, services often involve intangible elements such as expertise, trust, and emotional connections, which are essential for building strong customer relationships.In conclusion, the service economy is a dynamic and integral part of the modern global economy. Its emphasis oncustomer satisfaction, innovation, human capital, and intangible value sets it apart from traditional manufacturing-based economies, highlighting the importance of recognizing and nurturing the growth of the service sector.。
The Service Economy：Forecasting Demand for Services
=0.1 vs. =0.5)
Actual Forecast
( 0.5)
105 100 95 90 85 80 75
0 1 2 3
Occupancy
Characteristics: Needs N observations to make a forecast Very inexpensive and easy to understand Gives equal weight to all observations Does not consider observations older than N periods
14-4
Moving Average Example
Saturday Occupancy at a 100-room Hotel
Three-period Moving Average
Saturday Aug. 1 8 15 22 29 Sept. 5 12
Period 1 2 3 4 5 6 7
Occupancy 79 84 83 81 98 100
N-Period Moving Average
Let : MAT = The N period moving average at the end of period T AT = Actual observation for period T
Then: MAT = (AT + AT-1 + AT-2 + …..+ AT-N+1)/N
If continued:
ST AT (1 ) AT 1 (1 )2 AT 2 ..... (1 )T 1 A1 (1 )T S0
服务业的作文
英文作文：The Essence of the Service IndustryThe service industry, often referred to as the tertiary sector, plays a pivotal role in the economic and social fabric of modern societies. Encompassing a diverse range of sectors from retail and hospitality to finance and healthcare, the service industry thrives on the provision of intangible goods and experiences that cater to the needs and wants of consumers.At the heart of the service industry lies the principle of customer satisfaction. Service providers are committed to delivering excellent service, tailored to meet the unique requirements of each customer. This requires a profound understanding of consumer behavior, preferences, and expectations, enabling service providers to anticipate and fulfill needs effectively.The success of the service industry relies heavily on the quality of its workforce. Employees in the service sector are often the face of the organization, representing its values and standards. They require extensive training and development to equip them with the necessary skills and attitudes to provide exceptional service. This includes communication skills, problem-solving abilities, and a strong emphasis on customer service ethics.In addition to employee training, technology also plays a crucial role in enhancing service delivery. Innovations in areas such as artificial intelligence, big data analytics, and cloud computing have transformed the service industry, enabling providers to offer more personalized and efficient services.The growth of the service industry has been fuelled by the rising demand for convenient and personalized experiences. Consumers today expect more than just a product; they want an engaging and memorable experience. This has led to the emergence of new service models that prioritize customer happiness and satisfaction.Moreover, the service industry has a profound impact on economic growth and job creation. It contributes significantly to gross domestic product (GDP) and employment, providing opportunities for millions of people worldwide. As economies continue to shift towards a more service-oriented model, the importance of the service industry is likely to increase further.In conclusion, the service industry is the backbone of modern economies, driving growth and innovation. Its essence lies in the provision ofexceptional service that meets the evolving needs of consumers, enabled by a skilled workforce and supported by technology. As we move into the future, the service industry will continue to evolve and adapt, offering new and exciting opportunities for providers and consumers alike.中文作文：服务业的精髓服务业，常被称作第三产业，在现代社会的经济和社会结构中扮演着至关重要的角色。
服务实体经济的英语作文
服务实体经济的英语作文The Role of Service in the Real Economy。
In recent years, there has been a growing emphasis on the role of service in the real economy. With the rise of technology and the changing nature of work, the service sector has become increasingly important in driving economic growth and creating jobs. In this essay, we will explore the significance of service in the real economy and its impact on various aspects of economic development.First and foremost, the service sector plays a crucial role in driving economic growth. According to the World Bank, the service sector accounts for more than two-thirdsof global GDP and is the largest and fastest-growing sector of the global economy. This is due to the fact thatservices are essential for supporting and enabling the production of goods, as well as for meeting the needs and demands of consumers. In addition, services such as finance, healthcare, education, and transportation are vital forfacilitating economic activities and enhancing productivity.Furthermore, the service sector is a major source ofjob creation and employment. In many developed economies,the service sector accounts for the majority of employment, providing opportunities for a wide range of skilled and unskilled workers. This is particularly important in the context of technological advancements and automation, which have led to the displacement of workers in traditional industries. The service sector offers a diverse range ofjob opportunities, including those in professional services, hospitality, retail, and information technology, thus contributing to the overall well-being of the labor force.Moreover, the service sector is essential for promoting innovation and entrepreneurship. Many of the mostsuccessful and innovative businesses today are in theservice sector, particularly in areas such as technology,e-commerce, and healthcare. These businesses are driving economic growth and creating value through the developmentof new products, services, and business models. In addition, the service sector provides a conducive environment forentrepreneurship, as it often requires lower capital investment and offers flexibility in terms of business models and market entry.In addition, the service sector has a significantimpact on international trade and investment. Services such as finance, telecommunications, and tourism are major contributors to global trade and investment, as they facilitate the flow of capital, information, and people across borders. Moreover, the increasing globalization of services has led to the emergence of new opportunities for trade and investment, as well as the integration ofservices into global value chains. This has contributed to the growth of the global economy and the expansion of economic opportunities for both developed and developing countries.In conclusion, the service sector plays a critical role in the real economy, driving economic growth, creating jobs, promoting innovation and entrepreneurship, and facilitating international trade and investment. As the global economy continues to evolve, the service sector will becomeincreasingly important in shaping the future of economic development. It is essential for policymakers, businesses, and individuals to recognize the significance of service in the real economy and to support its continued growth and development. By doing so, we can ensure a more inclusive, dynamic, and sustainable economy for all.。