Tag «service management trinity»

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 …

Services Marketing Mini Case solution: The Office Plant

Services Marketing Mini Case solution: The Office Plant

This mini case is included to help students explore the key concepts from services marketing. What distinctive aspects of services, and what other services marketing concepts explained are reflected in this case, and what are likely to be important considerations in marketing and managing this service successfully. On the service continuum (Figure 1.5) students should …