Green Cute Illustrative City Quiz Game Presentation.pdf
UNIT II. DESIGN A SERVICE
Q U A L I T Y S E R V I C E M A N A G E M E N T I N
T O U R I S M A N D H O S P I T A L I T Y
TYPOLOGY OF SERVICE
GOODS SERVICE CONTINUUM
TO DISTINGUISH SERVICES, VOSS ET AL. (1985) USED THE
CONCEPT OF A MANUFACTURING-TO-SERVICE CONTINUUM
FROM PURE MANUFACTURING TO PURE SERVICE.
LESSON 1. SERVICE
LOVELOCK (1992C) CONSIDERED THAT THE
DIFFERENT TYPES OF SERVICE CAN BE
CLASSIFIED BY THE AMOUNTS (WITHIN THE
PROCESS OF SERVICE) OF THREE INPUTS –
THE CUSTOMERS, MATERIALS (QUASI-
MANUFACTURING) AND INFORMATION –
AND THAT ALL OR ONE CAN BE INVOLVED AT
ANY ONE TIME.
LOVELOCK’S SERVICE CLASSIFICATION
Normann (2000) divided a service into two distinct components:
core and peripheral or secondary services. In a leisure centre, the
core service could be the swimming pool; the peripheral could be
the availability of a café or the ease of car parking.
CORE AND PERIPHERAL SERVICES
Ribble’s second type of process is the result of part of the
experience being produced in isolation, without the
customer present (e.g. a cinema film). This is classified as
quasi-manufacturing and is undertaken to improve
efficiency and eliminate variation.
Customer service is the provision of service to customers
before, during and after a purchase. The perception of
success of such interactions is dependent on employees
"who can adjust themselves to the personality of the guest".
1. Please your customer the first time around.
2. Exceed customer expectations.
3. Design your business space with your customer in mind.
DESIGNING A CUSTOMER-
4. Give individual attention to customers to make them feel
5. Double-check customer service in your office.
6. Provide your customers with self-service options.
7. Know when your busy times are.
8. Ensure your prices are competitive and consistent with your
targeted customers' expectations.
Develop performance metrics to measure customer
Institute policies that make it easy to treat customers
TRAINING YOUR CUSTOMER
3. Be conscious of cultural differences.
4. Keep your promises.
5. Give your customer service representative’s leeway in
dealing with problems.
6. Reward employees who go above and beyond in their
7. Train staff to communicate effectively.