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WorksheetsSERVICE MANAGEMENT
Total questions: 10
Worksheet time: 3mins
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
