30 Questions
What is the primary focus of service management?
Delivering high-quality services
How does a service enterprise differ from a product-based business?
Offers intangible expertise and assistance
What is the main goal of service management?
Achieving customer satisfaction and loyalty
Which of the following is a key characteristic of service enterprises?
Primary output is expertise or skill
In service enterprises, what is considered the primary output?
Expertise, skill, or labor
What distinguishes a service enterprise from a product-based business?
Primary output is experience and expertise
What is emphasized as an important component in creating a safe work environment?
Investing in employee training
How can employees contribute to internal service quality according to the text?
By having the right attitude
What is one of the effects of rewarding employees according to the text?
Increased motivation
How do engaged employees influence the service they provide?
They impact service by being more productive
What is a result of job satisfaction according to the text?
Positive effect on attracting and retaining customers
Why are loyal and productive employees considered valuable according to the text?
They generate customer value and loyalty
What is a crucial step in services that require appointments?
Customer Check-In
Which step involves executing the actual service during the service delivery process?
Service Execution
What is a key aspect of quality assurance during service delivery?
Continuous monitoring
Which activity is crucial for effective communication with the customer during service delivery?
Customer Interaction and Communication
In what step does the handling of financial transactions occur during the service delivery process?
Service Execution
What helps the service provider keep track of customer arrivals and manage the queue effectively?
Customer Check-In
What is the core principle of the Service Profit Chain theory?
Customer satisfaction starts with good staffing and treatment of employees
Who are the authors of the ground-breaking book 'The Service Profit Chain – How leading companies link profit and growth to loyalty, satisfaction and value'?
W.Earl Sasser Jr., Leonard A.Schlesinger, James L.Heskett
What does the Service Profit Chain link directly to profit and growth in successful companies?
Customer loyalty, employee loyalty, employee satisfaction, and productivity
Why do committed employees play a crucial role in the Service Profit Chain model?
They influence customer satisfaction positively
In what year was the book 'The Service Profit Chain – How leading companies link profit and growth to loyalty, satisfaction and value' published?
1997
What are the main components involved in the links of the Service Profit Chain model in successful companies?
Profit, customer loyalty, employee loyalty, employee satisfaction
What contributes mainly to customer value according to the text?
The employees of the company
How is customer loyalty related to customer satisfaction?
Customer satisfaction results in customer loyalty
Why are satisfied employees described as 'ambassadors of the organization'?
Because they convey company values to customers genuinely
What makes dissatisfied clients unlikely to be loyal according to the text?
They are more likely to complain about the service
How can employees increase the service they provide according to the text?
By genuinely caring about the company and its values
What leads a customer to choose a specific product or brand according to the text?
The way they are assisted and addressed by company employees
Learn about the unique characteristics of services, key components of the service delivery process, and the interconnectedness of service elements in the service-profit chain in this lesson. Explore the overview of service management and understand what service management entails.
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