Podcast
Questions and Answers
A customer's judgement about a service can result in intentions to repurchase or recommend.
A customer's judgement about a service can result in intentions to repurchase or recommend.
True
The operations perspective focuses on the customer's experience and benefits.
The operations perspective focuses on the customer's experience and benefits.
False
In the context of surgery, the 'product' from the customer perspective is a working hip.
In the context of surgery, the 'product' from the customer perspective is a working hip.
True
Data collection and analysis are part of the operations perspective of a consultancy service.
Data collection and analysis are part of the operations perspective of a consultancy service.
Signup and view all the answers
The customer's experience of a service includes the processes and outputs.
The customer's experience of a service includes the processes and outputs.
Signup and view all the answers
A customer's judgement of a service can result in an intention to complain.
A customer's judgement of a service can result in an intention to complain.
Signup and view all the answers
The outputs of a hospital service from the operations perspective include diagnosis and aftercare.
The outputs of a hospital service from the operations perspective include diagnosis and aftercare.
Signup and view all the answers
The customer perspective focuses on the inputs and processes of a service.
The customer perspective focuses on the inputs and processes of a service.
Signup and view all the answers
The benefits of a consultancy service from the customer perspective include receiving presentations and reports.
The benefits of a consultancy service from the customer perspective include receiving presentations and reports.
Signup and view all the answers
The operations perspective of an education service includes timetabling and marking.
The operations perspective of an education service includes timetabling and marking.
Signup and view all the answers
Study Notes
Service from the Customer's Perspective
- Definition of Guest Experience: a customer's direct and personal interpretation of and response to their participation and interaction in the service process and its output.
Service Outcomes
- Products: outputs like food and drink provided by a restaurant, or the ability to construct a spreadsheet after a training course.
- Benefits: what customers get from the service, making it worthwhile (e.g., a new heart transplant for a longer, better life).
- Emotions: feelings experienced during the service (e.g., joy, surprise, love, fear, anger, shame, and sadness).
- Judgements: customers' assessments of the service received, weighing benefits against costs.
- Intentions: customers' resultant feelings, influencing future actions (e.g., repurchase, recommendation, or complaint).
The Service Concept
- Service outcomes encompass product, benefits, emotions, judgments, and intentions.
Example of Service Outcomes
- PortAventura example:
- Products: good food, 18 rides used, 3 attractions experienced.
- Benefits: fun day out with the family, thrills, and good value for money.
- Emotions: exciting, terrifying, exhausting.
- Judgements: good value for money.
- Intentions: want to go again, will recommend to friends.
Tasks of Service Operations Managers
- Note: no specific tasks listed, but implies managing service operations to meet customer expectations.
Operations and Customer Perspectives
- Operations perspective: inputs, processes, and outputs (e.g., surgery, education, consultancy).
- Customer perspective: experience, 'products', and benefits (e.g., easy, empathetic, and pain-free surgery for greater mobility).
Studying That Suits You
Use AI to generate personalized quizzes and flashcards to suit your learning preferences.
Description
This quiz assesses your understanding of the guest experience from the customer's perspective, including definition and interpretation. Learn about hospitality services and customer satisfaction.
