A Description of Service Management Theory

Topics: Perception, Concept, Segmentation Pages: 3 (873 words) Published: December 8, 2011
During this structured essay I will provide several points supporting my findings with references regarding each service management theory. I will provide a definitive and informative analysis for the reader. Service concept is defined by Heskett as “ The way in which the organisation would like to have its services perceived by its customers, employees, shareholders and lenders. Edvardsson and Olsson (1996) refers to service concept as the prototype for service and define it as the “detailed description of what is to be done for the customer (what needs and wishes are to be satisfied) and how this is to be achieved” ” There are four types of service concept including:

1. service operation: the way in which the service is delivered; 2. service experience: the customer’s direct experience of the service; 3. service outcome: the benefits and results of the service for the customer and 4. value of the service: the benefits the customer perceives as inherent in the service weighed against the cost of the servic I will assess each concept in full dept critically whist detailing exactly how this can improve organisational development internal and externally. I will provide supported findings from researchers The purpose of applying a Service concept is has been questioned by researchers complaining it has a striking resemblance to documents like business objectives and mission statements for example a business objectives may be to convoy a written statement suggesting the direction in which company wants to go explaining how this will done. (James Manktelow & Amy Carlson.) Although a service concept is designed to put a perception into consumers and external stakeholders minds it can only set out what it plans to do similar to objectives. Even the best of concepts provided may still have limitations to just how helpful it can be for a customer. Although there are limitations in to which a service concept can benefit a company it can also...
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