TEACHING NOTES EMMY’S AND MADDY’S FIRST SERVICE ENCOUNTER QUESTIONS: 1. Develop a molecular model for this hospital. In general‚ the core benefit the hospital offers is health care. The tangible and intangible components of the experience that spin-off from the center may include the various departments‚ various personnel‚ equipment and supplies‚ etc. 2. Using the Servuction model as a point of reference‚ categorize the factors that influenced this service encounter. (Typical responses
Premium Health care provider Patient Health care
Discussion topic 1 Discuss using the servuction framework the role of the service customer in service creation. Service encounters occur where it is necessary for consumer and producer to meet in order for the former to receive the benefits that the latter has the resources to provide Palmer (2008‚ p.90) This definition includes all aspects of the service firm with which a consumer may interact‚ including its personnel and physical assets. Servuction concentrates on consumers’ perceptions of the
Premium Customer service Services management and marketing Service provider
The servuction system included a service operation system invisible to the customer and service delivery system visible to and experienced by the customer. The invisible component is the back stage of the hospital‚ which is the operations infrastructure. One of
Premium Childbirth Childbirth Hospital
ÞTHE SERVUCTION MODEL (Hoffman & Bateson) SERVUCTION MODEL This model used to illustrate factors that influence service experience‚ including those that are visible and invisible to consumer. Invisible component consists of invisible organizations and systems. It refers to the rules‚ regulations and processes upon which the organization is based. Although they are invisible to the customers‚ they have a very profound effect on the consumers service experience. Visible part consists of 3 parts:
Premium Service provider Service Customer service
PT. SEA LOG South East Asia Logistics Head Office: WTC Mangga Dua Lt. UG Blok. D No. 99 - 100 Jakarta Utara Telephone: +62 21 - 91943864 Fax: +62 21 - 30017831 Email: marketing@sea-log.com& cs_jkt@sea-log.com Website: www.sea-log.com ____________________________________________________________ __________________________ _ PT.SEALOG -“Connecting Islands‚ Connecting desires” The term “logistics” originates from the ancient Greek “λόγος” (“logos”—“ratio‚ word‚calculation‚ reason‚ speech
Premium Southeast Asia Jakarta Indonesia
Chapter 1 An overview of logistics Economic impacts of logistics Economic utility (the value or usefulness of a product in fulfilling customer needs or wants) 4 general types: * Possession utility : the value or usefulness that comes from a customer being able to take possession of a product * Form utility : a product’s being in a form that can be used by the customer and is of value to the customer(allocation; smaller quantities that are desired by customers) * Place utility :having
Premium Supply chain management Inventory Logistics
I thank my school---Singapore Institute of Materials Management‚ I’m fortunate I can enter this school. He takes me enter new sector about logistics‚ make me deeply interest to logistics. Secondary‚ I would like to express my heartfelt gratitude to lectures who led me into the world of translation. I am also greatly indebted to the lectures at the logistics: Mr. Romeo N.Dumaguing‚ Mr. Dickson Lee‚ Mr. Max Mew‚ Mr. Henry Leong‚ Mr. Goh SK‚ Mr.`Yong SC who have instructed and helped me a lot in the
Premium Supply chain management
DEFINITION Philip Kotler‚” Logistics is defined as planning‚ implementing and controlling the physical flow of materials from the point of origin to the point of use‚ to meet customer needs at a profit.” Source Philip Kotler‚Marketing management pearson education According to American Marketing Association‚ logistics may be defined as‚ “the management of all activities which facilitates movement and the coordination of
Premium Supply chain management Supply chain
1. Supply chain management consists of firm collaborating to leverage strategic positioning and to improve operating efficiency. Within a firm’s supply chain mgt‚ logistic is the work required to move and geographically position inventory. The supply chain mgt is driving the world’s major global companies. Ten years ago‚ the typical supply chain for manufacturing companies was domestic. Today-thanks to the migration of manufacturing to China and other lower-cost countries-it’s just as likely to
Premium Supply chain management Fixed cost Supply chain
MSOR/OPMT/MKMR 475: Supply Chain Logistics (Fall 2013) (Homework #6) Due: November 20th‚ 2014 This is a group assignment. Each group need to submit one (hard copy) of the report in class on November 20th. Problem 1 (20 Points): Two plants are to serve three market points through one or two warehouses. Volume flowing either to or from each point‚ and the associated transportation rates and location are given as follows: Point No Point i X-coordinate Y-coordinate Volume Vi (cwt.) Transportation
Premium Supply chain management Logistics Transport