Tag «Service function»

How Service Management Trinity can help improve the customer service

How Service Management Trinity can help improve the customer service

Defining Services Management Trinity Whilst the power of conceptualizing the management functions as a Service Management Trinity should be evident, achieving this integration in practice may still be problematic. Unlike manufacturing in which each management function can be considered as interlocking yet separate, a service organization can be thought of as a ‘factory in the …

Using Tierney Model to improve customer service functions

Using Tierney Model to improve customer service functions

Use of three dimensions of Tierney Model The Price, Arnould and Tierney model for classifying and managing service encounters is a useful example. It uses three dimensions to describe the encounter: Encounter duration Affective content Spatial proximity For an organization that is considering how to improve its customer service function, whether to go ‘hi-tech’ or …