SERVICE MANAGEMENT

Why is Service Management important ?

Because most customers want service that addresses .....

• the underlying expectation

• the underlying needs

• the underlying good product quality

• the underlying product is cheap

Service is Any activity or ..........that one party can offer to another that is essentially intangible & doesn't result in the ............ of anything

• sequences, ownerhip

• process, ownership

• benefit , ownership

• productivity, ownership

A process of Planning, Organizing, Staffing, Directing & Controlling , called......

• Organization

• Institution

• Education

• Management

The main factors that play a role in service management is ......

• Human Relations

• Decision Making

• Leadership

• Management

Service Management is a total organizational approach in which ............ as perceived by the customers is the number one driving force for the operation of the business

• the quantity of services

• the standard of services

• the process of services

• the quality of services

In serving consumers, if we think about profit oriented then consumers think about...

• benefit oriented

• business oriented

• quality of service

• All answer are correct

The following are Soft skills for success in Service Management, except ......

• positive attitude

• assertiveness

• self control

• knowledge of social media

.........................is a transformation journey - it involves firms (often manufacturing firms) developing the capabilities they need to provide services & solutions that supplement their traditional product offerings.

• Service Development

• Civilization

• Servitization

• Change in Service Management

Here are 6 criteria from good preceived

service quality, except....

• Professionalism & Skill

• Recovery

• Worth of mouth

• Attitude & Behaviour

Here are criteria from principles of service Management, kecuali.....

• Pricing policy

• The profit equation & business logic

• Decision making authority

• Organizational focus