Page 267 - DMGT522_SERVICES MANAGEMENT

Services Management

Notes Customer-centric: A term used to describe service providers and organisations that put their
customers first and spend time, effort, and money identifying and focusing on the needs of
current and potential customers.

Mission: The direction or focus of an organisation that supports day-to-day interactions with
customers.
Service Philosophy: The approach that an organisation takes to providing service and addressing
the needs of customers.
Employee Roles: Task assignments that service providers assume.
Employee Expectations: Perceptions about positive and negative aspects of the workplace.

12.7 Review Questions

1. What are some of the key elements that make up a service culture?
2. How does management’s service philosophy affect the culture of an organisation?
3. What questions should you ask yourself about your role as a service provider?
4. What are some indicators that a company has customer-friendly systems in place?

5. What are some of the tools used by organisations to measure their service culture?
6. What are some strategies for helping promote a positive customer culture?
7. What separates average organisations from excellent ones?
8. What are some typical things that customers want?

Answers: Self Assessment

1. Organizations
2. physical appearance
3. top-down–oriented
4. culture
5. success or failure

6. 1. (c)
2. (a)
3. (e)

4. (d)
5. (b)
7. True
8. False
9. True

10. True
11. False

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