Service offerings are intangible products offered for sale to customers. These can be services sold to business customers (e.g., consulting services, shipping services) or to end consumers (e.g., restaurant services, transportation, health care). Service offerings can be sold by traditional service companies (e.g., Bank of America) as well as manufactures (e.g., IBM). A company does not need to be a “service company” in the traditional sense to sell services.…
Goods vs. Services: Manufacturers produce tangible product, services often intangible, Operations activities often very similar, Distinction not always clear, few pure services.…
Services are defined as a form of business providing various types of labor services in a wide variety of business sectors and typically produce intangible products such as education, delivery services, and entertainment. Examples include a house cleaner service that provides housekeeping services, a nursing home that provides 24-hour care for geriatric patients. Furthermore, services are usually produced and consumed at the same time…
Customer Service topic is both easy and hard to research. It looks easy because everyone can tell that they know what Customer Service is. It is also hard because there is no academic definition of Customer Service, but at the same time there is a number of different meanings of this term for different people. According to the Barron's Business Dictionary (n.d.), customer service is "department or function of an organization that responds to inquiries or complaints from customers of that organization." Customer Service is an important part of the business strategy, as it's goal is ensuring that customer will be satisfied with the service or product and will come back to obtain new product or service from the organization, that means new sales and revenue increase for organization. According to Answers.com Business Encyclopedia (n.d.), "building long-term relationships with customers has been given a high priority by the majority of America's most successful enterprises". As technology continues to develop very fast and become available for greater number of product manufactures, better customer service helps to attract and keep customer. "Customer Service can be defined as those activities that enhance or facilitate the purchase and use of product." (Answeres.com, n.d.).…
Operations is the manufacturing and service processes that are used to transform the resources employed by a firm into products/services desired by the customer. Manufacturing takes raw resources and produces a physical product such as car or furniture where as a service produces an intangible product such as a call center or a hospital. For example, a furniture manufacturer first receives materials from its suppliers. They then manufacture the raw materials to produce furniture it can then distribute to local furniture stores. Another example of services goods would be an insurance company. An auto insurance company produces an intangible good, an insurance policy that meets a client’s specific insurance needs and requirements. Although, it can offer many types of insurance programs, they are all tailored to meet a client’s need and provide them with protection and peace of mind.…
Service companies try to focus on the service quality, developing strategies such as hiring staff in the countries it operates which makes clients develop a stronger relationship with that company. Manufacturing compaines…
Approaches to services include the production line approach, the self-service approach, and the personal attention approach. Service guarantees are not only a marketing tool for services but, from an operations perspective, these guarantees can be used as an improvement incentive and can focus the firm's delivery system on things it must do well to satisfy the…
Thus the service sector of the economy is not merely comprised of the so-called service industries, such as banking, airlines, and maintenance. It includes the entire abundance of product-related services supplied by manufacturers and the sales-related services supplied by retailers. Yet we confuse things to our detriment by an outdated taxonomy. For example:…
Wolak, R., Kalafatis, S. and Harris, P. (1998) 'An Investigation Into Four Characteristics of Services ', Journal…
Firstly, services are intangible, meaning that they cannot be held, touched or seen before the purchase decision. This is unlike tangible traditional products, which you can see, touch and feel before deciding if you want to purchase it. For example, before you buy breakfast cereal, you might be able to sample it, see it and touch it, before buying it. Whereas for a service like car washing, you will not know how clean your car will become, until after you get your car washed. Since services are usually not an object, but rather a performance of duty, intangibility makes it very difficult to evaluate.…
When an organisation provides service it has to make sure that the employees provide services in the best manner possible to keep those customers.…
To compare the operations between the manufacturing organization and service organization, I have taken the example of Mahindra automobile sector as a manufacturing organization and State bank of India banking sector as service organization. The Mahindra Company imports its raw materials from Japan, where after getting its parts it first initially makes a body structure of the car with the obtained parts. The second stage is axle assembly, where it fixes the wheels to the vehicle. The third stage is the transmission assembly where they fix the gear box for speed and torque of the vehicle. Coming to fourth stage they fix the suitable engine for the vehicle, and the fifth stage is followed by fixing the chassis which is chassis assembly Stage. The manufacturing of body is completed upto this stage and finally the vehicle goes into body shop where it gets paint in desired colours. Finally the output is ready to go into to the market. From there it goes it to the distributor where it is distributed to different wholesalers and from there it goes to retailers in different parts of the city or state. Where the end customer will go and buy the vehicle at the nearest retail shop to him. Later the company consults the customers who brought their vehicles and get the feedback from them, where the implement the customer changing tastes and views into the R&D department for further improvisation of their vehicles. In the service sector like State Bank of India the main motto of this sector is to provide customer service’s like ATM services, Safety deposit locker, foreign inward remittances, E-pay. Where their focus is to give customer the utmost satisfaction with their service, for…
In the services industry a company is only as good as the service they render. The better the service the higher the company’s reputation/ brand image is in the public.…
Services – customers form part of the input to, and the output from, the operation.…
Customer service is more important for businesses that provide services rather than physical products. In fact it is often good customer service that wins and keeps customers in the first place. Many service industries provide essentially similar products. For example, all hotels provide accommodation and most offer food as well. All banks offer customers current and savings accounts. It can be difficult to differentiate between service products. They have intangible qualities. This is why it is important to ensure that customers have a good experience.…