Page 30 - DMGT522_SERVICES MANAGEMENT

Unit 1: Service Operation Management

1.5 Keywords Notes

Search Good: A Product with features and characteristics easily evaluated before purchase.
Service: A Type of economic activity that is intangible is not stored and does not result in
ownership.

Service Marketing: Marketing based on simple relationship and value
Service Encounter: The didactic interrelation between an internal customer and an internal
service provider

HRP: Human Resource Planning
GDP: Gross Domestic Product

1.6 Review Questions

1. Explain the paradigms in service marketing.
2. Define the concept of Service Encounter.

3. What do you mean by service technology?
4. Discuss the reasons identified or the growth in demand for services directly from customers.
5. Christopher Lovelock described services through two different approaches. What are they?
6. Give some specific definitions of the service concept.

7. Describe the process of Service Operation Management.
8. “This growing awareness of the need to re-operationalise service management material
has led to an attempt to develop an agenda.” Elaborate this statement.

9. The reasons for the growth of service sector can be broadly categorised into two. What are
they?
10. Discuss the impact of growth of service sector on India.

Answers: Self Assessment

1. False
2. True
3. False
4. True
5. True

6. 1980
7. 1955
8. Economic

9. Manufacturing
10. Planned approach
11. Secondary

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