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?
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What are distributive services?
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What are social services?
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What are the two tiers of service work?
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What constitutes top tier service work?
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What characterizes bottom tier service work?
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What are the characteristics of service work?
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What does intangibility in service work imply?
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What does it mean for service work to be time bound?
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What are sources of service demand?
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What does higher disposable income allow individuals to do?
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What is meant by new manufactured products in service demand?
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What is meant by paid production of pre-existing services?
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What does further commodification of social life refer to?
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What are service work interactions?
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What are soft skills?
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What are managerial scripts?
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What is emotional management in service work?
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What is emotional labor?
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What is doing deference in service work?
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What are the elements of a sales relationship?
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What are the four elements of a sales relationship?
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What are the four components that McDonald trains their employees?
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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!