ppt课件-theserviceencounter-westernillinoisuniversity.pptVIP

Chapter – 7 The Service Encounter 7 Service Management (5e) Operations, Strategy, Information Technology By Fitzsimmons and Fitzsimmons 7-* Use the service encounter triad to describe a service firm’s delivery process. Discuss the role of organizational control systems for employee empowerment. Prepare abstract questions and write situational vignettes. Discuss the role of customer as coproducer. Describe how elements of the service profit chain lead to revenue growth and profitability. Learning Objectives 7-* Service Organization Efficiency versus satisfaction Efficiency versus autonomy C