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Question- The service Captures the people, elements and processes involved in service delivery

Operations Management

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Question- The service Captures the people, elements and processes involved in service delivery. Describe the tools involve in the service system and execute them in an upcoming 2020 Apple iPhone launch event?

 

 

Notes.

The Service/Servunction Sytem Captures the people, elements and processes involved in service delivery

• Customer (Customer A): Person receiving the service e.g. the passenger, guest, visitor

• Customer B: Represents all other customers at the service facility. They impact on the experience of the main customer (Customer A)

• Inanimate environment (a.k.a. atmospherics or service scapes): the physical environment in which the service delivery takes place (air quality, music, signage, décor, furniture, layout. Also A.K.A atmospherics or servicescapes - effects the behavior of both employees and guests