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Service Management: The creation, operation and
development of services
Services are distinguished from products by
- Their perishable nature, they may only exist for the short period of an
interaction with a customer
- Their immediacy - there may be no opportunity to delay, a day may be
considered a speedy delivery of a product, but 15 seconds would be a long
delay in delivery of a response during a telephone based service encounter.
- Their tangibility - their limited physical substance
- Their intimacy - services are produced and consumed at the same point
(unlike a product)
- Variability - more difficult to standardise, each interaction may vary
slightly in content, and similar interactions may vary on each occasion
These pages introduce
- Specification and design of a service, through to service level agreements
- Operational processes through which services are delivered
- Management structures and culture for services, especially where an
element of outsourcing is involved
- The supply chain through which a service is delivered, and implications
for delivery of the target service
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