Service Occupations Flashcards

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Questions and Answers

What are the types of service?

Professional service, business services, producer services, distributive services, social services

What are professional services?

Medical, legal, counseling, architectural services

What are business services?

Individuals or companies helping businesses carry out economic services such as advertising, insurance, and real estate

What are producer services?

Provision of gas, water, electricity, etc. Signup and view all the answers

What are distributive services?

Transportation, logistics, warehousing Signup and view all the answers

What are social services?

Financed by the government and help society as a whole, including social workers, police, military, prison employees, rescue squad, firefighters, public school teachers Signup and view all the answers

What are the two tiers of service work?

Top tier and bottom tier Signup and view all the answers

What constitutes top tier service work?

Professional service work, business services, college degree, graduate degrees Signup and view all the answers

What characterizes bottom tier service work?

Part time jobs, walmarts, 30 hours a week, retail Signup and view all the answers

What are the characteristics of service work?

Intangibility, time bound, quality not quantity, fusion of worker and work, consumer at site of production Signup and view all the answers

What does intangibility in service work imply?

You aren't making tangible things Signup and view all the answers

What does it mean for service work to be time bound?

Things have to be done immediately or as fast as possible / there is a deadline Signup and view all the answers

What are sources of service demand?

Higher disposable income, new manufactured products, paid production of pre-existing services, further commodification of social life Signup and view all the answers

What does higher disposable income allow individuals to do?

People pay other people to do work that they don't want to do, such as hiring a nanny, lawn service, or butler Signup and view all the answers

What is meant by new manufactured products in service demand?

People are employed to help troubleshoot new products Signup and view all the answers

What is meant by paid production of pre-existing services?

Women being more in the workforce since WWII Signup and view all the answers

What does further commodification of social life refer to?

Dating services, wedding planners Signup and view all the answers

What are service work interactions?

Soft skills, managerial scripts, emotional management, emotional labor Signup and view all the answers

What are soft skills?

The demeanor in which you carry yourself Signup and view all the answers

What are managerial scripts?

When management tells you what to say Signup and view all the answers

What is emotional management in service work?

You control your emotions in the workplace Signup and view all the answers

What is emotional labor?

You generate certain emotions as part of your job Signup and view all the answers

What is doing deference in service work?

Customer authority, boundary display, tipping, gender, race, ethnicity, and subordination Signup and view all the answers

What are the elements of a sales relationship?

Subordination, control, self-concept, caveat emptor Signup and view all the answers

What are the four elements of a sales relationship?

Contact, pitch, the close, cooling the buyer Signup and view all the answers

What are the four components that McDonald trains their employees?

Efficiency, predictability, calculability, non-human technologies Signup and view all the answers

Study Notes

Types of Service

Professional services encompass medical, legal, counseling, and architectural assistance.
Business services facilitate economic activities through support like advertising, insurance, and real estate.
Producer services include essential utilities such as gas, water, and electricity.
Distributive services handle the logistics of getting products from one location to another, including transportation and warehousing.
Social services are government-funded initiatives aimed at benefiting society, including roles like social workers, police, and teachers.

Service Work Tiers

Service work is divided into two tiers: top and bottom.
Top-tier service work involves professional roles that often require advanced education, such as in healthcare and business.
Bottom-tier service work typically consists of part-time positions with lower educational requirements, often found in retail sectors.

Characteristics of Service Work

Services are characterized by intangibility; they do not produce physical goods.
Time-bound nature necessitates swift completion, often with imminent deadlines.
Quality is prioritized over quantity in service delivery.
There is a fusion of worker and work, meaning the service is often inseparable from the person providing it.
Consumers are present at the site of production, actively engaging with the service process.

Sources of Service Demand

Higher disposable income leads individuals to outsource tasks they prefer not to handle themselves, such as hiring nannies or lawn services.
New manufactured products create demand for troubleshooting and related services.
The paid production of previously unpaid domestic or social services, especially post-WWII, has increased workforce participation, particularly among women.
The further commodification of social life has introduced services like dating coaching and wedding planning.

Service Work Interactions

Soft skills reflect the personal demeanor and interpersonal relations of service workers.
Managerial scripts dictate the specific language and responses employees should use in interactions.
Emotional management involves controlling emotions to maintain professionalism in various contexts.
Emotional labor requires workers to evoke specific emotions as part of their job responsibilities.

Customer Relationship Dynamics

Doing deference entails recognizing customer authority, boundary maintenance, and the implications of tipping influenced by factors like gender, race, and ethnicity.
Elements of the sales relationship include subordination, control, and self-concept awareness, as well as the principle of “caveat emptor” (let the buyer beware).
The sales process comprises four key elements: establishing contact, making a sales pitch, closing the sale, and cooling the buyer post-sale.

Training in the Fast-Food Industry

McDonald’s employee training emphasizes four critical components: efficiency, predictability, calculability, and the utilization of non-human technologies to streamline operations.

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Description

Test your knowledge on various types of service occupations with this flashcard quiz. Each card covers essential definitions and examples of professional, business, producer, distributive, and social services. Perfect for anyone looking to understand the service industry better!