Service Operations

Paper Summary:

This paper discusses the general concept of services operations management and customers' satisfaction. First, the paper looks at different methods of categorizing service and the rationale behind each attribute are presented. The paper then examines the influence of temporal aspects and service guarantees and failures on satisfaction levels. The paper concludes with a discussion about what the writer learned from the research.

Table of Contents:
Introduction
Introductions and concept of Service Operations
Identification and Categorization of Service Attributes
Temporal Aspects of Service Encounter
Service Guarantee, Service Failure and Recovery
Further Research
Conclusion

From the Paper:

"From Heineke and Davis, 2006, we learn that in 1950s and 1960s, the service sector became acknowledged in the US economy and was no longer categorized under "others" sector of the economy. Initially, service sector only had basic infrastructure services such as transportation and health care. As the economy developed, support services such as banking and insurance services became a necessity. Further economic growth allowed people to spend more discretionary income on recreational and leisure services and modernization caused education and time saving services to become a need of society. "

Sample of Sources Used:

• Eliane Pereira Zamith Brito, Ricardo Luis Beneduzzi Aguilar, Luiz Artur L. Brito, 2007. Customer choice of a car maintenance service provider. IJOPM Vol. 27 No. 5, 2007 pp 464 - 481
• Janelle Heineke, Mark M. Davis, 2006. The emergence of service operations management as an academic discipline. JOM 25 (2007) 364 - 374
• Richard B. Chase, Uday M. Apte, 2006. A history of research in service operations: What's the big idea? JOM 25 (2007) 375 - 386
• Gerson Tontini, Amelia Silveira, 2007. Identification of satisfaction attributes using competitive analysis of the improvement gap. IJOPM Vol. 27 No. 5 2007 pp. 482 - 500
• Joanne M. Sulek, Ann Marucheck, Mary R. Lind, 2005. Measuring performance in multi-stage service operations: An application of cause selecting control charts. JOM 24 (2006) 711 - 727

More papers on Service Operations:

• Term Paper # 119910 : "Manufacturing and Service Operations"
• Essay # 61554 : "Service Operation at McDonald's"
• Admission Essay # 131139 : "A-Way Express Courier Service"

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