Article

Service Management

Robert C. Ford

in Management

ISBN: 9780199846740
Published online January 2013 | | DOI: http://dx.doi.org/10.1093/obo/9780199846740-0033
Service Management

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Service management is the study of the principles and processes unique to organizations that coproduce experiences with customers. These experiences typically persist only as memories. Services are commonly considered to have four principal characteristics: they are intangible; they are variably experienced by each customer, so that customers’ service experiences are heterogeneous; the services are produced and consumed simultaneously; and they are perishable. Service management is multidisciplinary and becoming more so with the emergence of the field of service science. The field represents a convergence and extension of work in marketing, hospitality, and production management.

Article.  8681 words. 

Subjects: Business and Management

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