TOUR3008 Lecture Notes - Lecture 8: Starbucks, Edgar Schein, Organizational Culture
Document Summary
Tour3008 service management in tourism semester 1, 2018. Week 8 (topic 6): service values & vision- lecture notes. A statement of how you want your customers to feel when you serve them. Brings together every aspect of the business to focus on service. Values- wet of principles that guide behaviour linked to service strategy. Service strategy = integrated set of plans for delivering the service vision and creating sustainable competitive advantage. A combination of technology and organizational networks designed to deliver services that satisfy the needs, wants, or aspirations of customers. Eg: starbucks claims that their focus is people, not the (cid:272)offee a(cid:374)d that(cid:859)s (cid:449)hat (cid:373)akes them successful. Practice that investigates and seeks understanding about the impact that individuals, groups and structures have on behaviour in the workplace, and is relevant in service management. Design of formal systems and continual proactive measures to ensure the effective a(cid:374)d effi(cid:272)ie(cid:374)t use of a fir(cid:373)(cid:859)s people to a(cid:272)(cid:272)o(cid:373)plish orga(cid:374)isatio(cid:374)al goals.
