COMMERCE 4OB3 Chapter : 3QC3-CH5.docx
11 Apr 2012
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Document Summary
Service concept: the purpose of a service; it defines the target market and the customer experience. Service package: the mixture of physical items, sensual benefits, and psychological benefits. Design specifications: desbribe the service in enough detail to be replicated. Service blueprinting: a specialized flow chart used for service processes. Servicescapes: the design of the physical environment (including signs, symbols, and artifacts) in which a service takes place. Providing quick service is an important aspect of quality customer service. Operating characteristics: average values for characteristics that describe the performance of a waiting line system. A waiting line system consists of arrivals, servers, and waiting line structure. Calling population: the source of customers; infinite or finite. Arrival rate: the frequency at which customers arrive at a waiting line; most frequently described by a poisson distribution. Service time: the time required to serve a customers most frequently described by the negative exponential distribution.
