Textbook Notes (368,611)
Canada (162,009)
Commerce (1,696)
Chapter

3QC3-CH5.docx

2 Pages
114 Views
Unlock Document

Department
Commerce
Course
COMMERCE 4OB3
Professor
Fouzia Baki
Semester
Winter

Description
Operations ManagementChapter 5 Service Design Characteristics of Services Services Acts deeds or performances Goods Tangile objects1 Services are intangible 2 Service output is variable 3 Services have higher customer contact 4 Services are perishable 5 The service and the service delivery are inseparable6 Services tend to be decentralized and geographically dispersed7 Services are consumed more often than products 8 Services can be easily emulated The Service Design Process Service concept The purpose of a service it defines the target market and the customer experienceService package The mixture of physical items sensual benefits and psychological benefitsPerformance specifications Outline specifications and requirements Design specifications Desbribe the service in enough detail to be replicated Delivery specifications Speedy schedules deliverables location Service blueprinting A specialized flow chart used for service processesServicescapes 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 serviceElements of Waiting Line Analysis Operating characteristics Average values for character
More Less

Related notes for COMMERCE 4OB3

Log In


OR

Join OneClass

Access over 10 million pages of study
documents for 1.3 million courses.

Sign up

Join to view


OR

By registering, I agree to the Terms and Privacy Policies
Already have an account?
Just a few more details

So we can recommend you notes for your school.

Reset Password

Please enter below the email address you registered with and we will send you a link to reset your password.

Add your courses

Get notes from the top students in your class.


Submit