This paper discusses service operations management and aspects related to the customer's service experience.
Written in 2008; 2,795 words; 11 sources; APA; $ 83.95
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. "
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