Services Notes

In: Business and Management

Submitted By judison
Words 2801
Pages 12
WEEK 1: The Service Economy

Service – a time-perishable, intangible experience performed for a customer acting in the role of a co-producer.

Customer Participation
Customer Participation
Service enterprises – organizations that facilitate the production and distribution of goods, support other firms in meeting their goals, and add value to our personal lives.

The Four Realms of an Experience

Absorption
Absorption
Entertainment
(movie) | Education(language) | Estheticism(tourist) | Escapism
(scuba diving) |

Entertainment
(movie) | Education(language) | Estheticism(tourist) | Escapism
(scuba diving) |

Immersion
Immersion
Active
Active
Passive
Passive

Environmental Relationship
Environmental Relationship

Experience Design Principles * Theme the Experience * Harmonize Impressions with Positive Cues * Eliminate Negative Cues * Mix in Memorabilia * Engage all Five Senses

Service-Dominant Logic
Is a mindset for unified understanding of the purpose and nature of organizations, markets and society.
10 Points on the foundation premises of S-D logic: * Service is the fundamental basis of exchange * Indirect exchange masks the basis of exchange * Goods are distribution mechanisms for service provision. * Operant resources are the source of competitive advantage * All economies are service economies * The customer is always a co-creator of value * The enterprise can only offer value propositions * A- service-centered view is customer oriented and relational. * All economic and social actors are resource integrators * Value is uniquely determined by the beneficiary

Distinctive Characteristics of Services * Customer Participation in the Service Process: * Facility design * Opportunities for co-production * Employee Behavior * Simultaneity…...

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