26 Jun IDENTIFY KEY TRENDS AND PARAMETERS OF THE EVOLVING CONTEXT OF SERVICE ORGANIZATIONS AND THEIR EFFECTS UPON SERVICE OPERATIONS AND THE PEOPLE IN THEM
This Module introduces you to the field of services and its importance in terms of employment opportunities, contributions to economic stability, and its position of economic leadership. You will also discuss the strategic service vision within the competitive environment of services and how it helps develop generic service strategies.
In this Module, you meet the following Course Learning Outcome:
Identify key trends and parameters of the evolving context of service organizations and their effects upon service operations and the people in them
The purpose of this Discussion is for you to identify key trends and parameters of the evolving context of service organizations and their effects upon service operations and the people in them.
Before you being this Discussion, consider how the characteristics of customer participationsimultaneity, perishability, intangibility, and heterogeneitymay apply to goods as well.
Contribution 1: Post a bief explanation of how the characteristics of customer participation apply to a service with which you are familiar. Also explain which characteristics of services are most appropriate for Internet delivery. Include references from:
Fitzsimmons, J. A., Fitzsimmons, M. J., & Bordoloi, S. (2014). Service management: Operations, strategy, information technology (8th ed.). New York, NY: McGraw-Hill Irwin.
Chapter 1, The Service Economy
Chapter 2, Service Strategy
Carvalho, L. (2014). Internationalization of service-oriented companies: Case study research into a hospitality group. Tourism & Management Studies, 10, 169173.
Retrieved from Glion library databases.
Roth, A. V., & Menor, L. J. (2003). Insight into service operations management: A research agenda. Production & Operations Management, 12(2), 145164.
Retrieved from Glion library databases.
The Federation of International Trade Associations. (2011). Really useful links for international trade.
http://www.fita.org/webindex/index.html
Familiarize yourself with the following websites:
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