To succeed it needs to plan its launch carefully and work out how to create a competitive advantage over its rivals.
Service quality[ edit ] Mass generation and delivery of services must be mastered for a service provider to expand. This can be seen as a problem of service quality.
Both inputs and outputs to the processes involved providing services are highly variable, as are the relationships between these processes, making it difficult to maintain consistent service quality.
Many services involve variable human activity, rather than a precisely determined process; exceptions include utilities. The human factor is often the key success factor in service provision. Demand can vary by seasontime of day, business cycleetc.
Consistency is necessary to create enduring business relationships. Specification[ edit ] Any service can be clearly and completely, consistently and concisely specified by means of standard attributes that conform to the MECE principle Mutually Exclusive, Collectively Exhaustive.
Service consumer benefits — set of benefits that are triggerable, consumable and effectively utilizable for any authorized service consumer and that are rendered upon request. These benefits must be described in terms that are meaningful to consumers.
Service-specific functional parameters — parameters that are essential to the respective service and that describe the important dimension s of the servicescapethe service output or the service outcome, e. At this point the service delivery preparation can be assessed and delivery can be monitored and controlled.
Service consumer count — the number of consumers that are enabled to consume a service. Service delivery readiness time — the moments when the service is available and all the specified service elements are available at the delivery point Service consumer support times — the moments when the support team "service desk" is available.
At those times, the service desk can be reached via commonly available communication methods phone, web, etc. Service consumer support language — the language s spoken by the service desk.
Service fulfillment target — the provider's promise to deliver the service, expressed as the ratio of the count of successful service deliveries to the count of service requests by a single consumer or consumer group over some time period.
Service impairment duration — the maximum allowable interval between the first occurrence of a service impairment and the full resumption and completion of the service delivery.
Service delivery duration — the maximum allowable period for effectively rendering all service benefits to the consumer. Serves as the reference object for the Service Delivering Price, for all service costs as well as for charging and billing. Service delivery price — the amount of money the customer pays to receive a service.
Typically, the price includes a service access price that qualifies the consumer to request the service and a service consumption price for each delivered service. Coffee house - a type of service delivery.
The delivery of a service typically involves six factors: Service provider workers and managers Equipment used to provide the service e.
Some service managers use the term "moment of truth" to indicate that point in a service encounter where interactions are most intense. Many business theorists view service provision as a performance or act sometimes humorously referred to as dramalurgy, perhaps in reference to dramaturgy.
The location of the service delivery is referred to as the stage and the objects that facilitate the service process are called props. A script is a sequence of behaviors followed by those involved, including the client s. Some service dramas are tightly scripted, others are more ad lib.
Role congruence occurs when each actor follows a script that harmonizes with the roles played by the other actors.
In some service industries, especially health care, dispute resolution and social services, a popular concept is the idea of the caseload, which refers to the total number of patients, clients, litigants, or claimants for which a given employee is responsible.
Employees must balance the needs of each individual case against the needs of all other current cases as well as their own needs. Under English lawif a service provider is induced to deliver services to a dishonest client by a deception, this is an offence under the Theft Act The International Baccalaureate® (IB) offers four high quality international education programmes to more than one million students in more than countries.
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