MANAGING A SERVICE ENTERPRISE

INTRODUCTION & ROLE OF SERVICES IN THE ECONOMY

SERVICE JOBS AND

MANAGERS
Service
jobs
require
technical
skills to
perform

Managers
are
responsible
for other
people who
perform
these
functions

SERVICE
Consists of;
interactions
Transactions
Result in relationships
among customers and
staff members
Customer
relationships
Which is called
____________________

Customer Relationships
Customer relationships may be
measured by two factors.
Intimacy the intensity of the
interactions
Duration - time spent with the
customers

Customer Service
Relationship Model
Physici
an

Intima
cy

Retail
Event Planner
Limited Service
Lodging
QSRs
Cruise Luxury Hotel
Physician
Full Service
Restaurant
Full Service Hotel
Airline

Hig
h

Lo
w

QSR
s

Full
Service
Restaura
Event
nt
Planner

Retai
l

Airlin
e
Durati
on

Cruise
Luxury
Hotel
Full Service
Hotel

Limited
Service
Lodging

Hig
h

The Hospitality Industry

It includes services in the areas of
lodging, food service, travel, tourism,
recreation, entertainment, personal
health and fitness, attractions, social
events, meetings and conventions to
which the complexity of both intimacy
and duration are very high.

Moment of Truth

In customer service, instance of contact or

interaction between a customer and a firm
(through a product, sales force, or visit) that
gives the customer an opportunity to form
(or change) an impression about the firm.

INTERNAL VS. EXTERNAL CUSTOMERS

External Customers - An external

customer is someone who uses your
company's products or services but is not
part of your organization.
Internal
Customers
An
internal
customer is any member of your
organization who relies on assistance
from another to fulfill her job duties

SERVICE VS. SERVITUDE

Stewardship describes the intrinsic duty of

leaders to provide services to their followers
everyday without being asked for assistance.
They do this because they are concerned with
the welfare of those individuals with whom they
interact.
A path of SERVICE is a CHOICE WE MAKE, while
one of SERVITUDE is FORCED UPON US.

MANAGEMENT

Management is the accomplishment of an

organizations objectives through the
activities of others.
An organization is a collection of individuals
brought together to achieve a common set of
goals/objectives. It is made up of people who
provide goods and services to customers.

ORGANIZATIONAL CULTURE AND CLIMATE

ORGANIZATIONAL
CULTURE

Shared values
Attitdes
Beliefs
These
would
cause
workers to engage in
behaviors
that
are
consistent
with
the
expectations or norms of
that organization

CLIMATE

Opinions of
individuals
concerning the
organizational
culture

2 Broad Categories of
Employees
Line Workers

Produce products
and/or services
and/or directly
generate
revenues for the
organization.

Staff Workers

Perform tasks,
duties and
responsibilities
intended to
support the line
workers.

MISMANAGEMENT

Mismanagement occurs when

managers prove to be negligent in
managing the enterprise to a
reasonable standard.

Autocratic Management
Employee

Turnover vs. Employee Retention

and Sound Leadership

MANAGEMENT SKILLS

Conceptual

Influencing

Technical

MANAGEMENT FUNCTIONS

Sen
ior

Planning

Middle

Supervisor

Organizing

Controlling

SERVICE BUSINESS LOCATION

CHOOSING THE BEST PLACE TO PUT UP YOUR DREAM BUSINESS