Comparison between services operation
compare the service operation of (Service Operations Applicability to the Airline Industry) with these two service operations(Online accommodation booking services, Coffee Shop Services) as follows:
a.Compare their positions in a single classification model. (20%)
b.Compare their applicability about Design in Services. (20%)
c.Study whether the results of (a) explain and justify the results of (b).
Note:I will attach PDF files for all these services to compare them.
Note: The above percentages indicate where your main attempt should be concentrated.
Use These refrences:
– Chase R. B. (1981), “The customer contact approach to services: theoretical bases and practical extensions”, Operations Research, 29:4.
– Fitzsimmons J.A. & Fitzsimmons M.J. , Service Management, operations, strategy and information technology, McGraw-Hill Higher Education D 658.91 FIT
– Gronroos (2000), Service Management and Marketing, a customer relationship management approach, Wiley D 658.8 GRO
– Heskett J.L, Jones T.O, Loveman G.W, Sasser Jr. W.E, Schlesinger L.A. (1994), “Putting the Service Profit Chain to Work”, Harvard Business Review, 164-74.
– Hofstede G. (1991 or later edition), Cultures and Organisations: software of the mind, McGraw-Hill D 301.4 HOF Alternatively a summary of the Hofstede’s work is available in the following website: https://www.collegeofbusiness.fau.edu/peterson/Culture%20Dimension%20Toolbook%20R2.htm Also Hofstede’s website contains most of his work: https://www.geert-hofstede.com
– Johnston R. and Clark G. , Service Operations Management, Financial Times – Prentic Hall D 658.91 JOH –
– Johnston and Jones (2004), Service productivity, towards understanding the relationship between operational and customer productivity . International Journal of Productivity and Performance Management 53:3, P. 201-13.
– Lovelock C., Managing Services: marketing, operations, and human resources, Prentic-Hall International Editions . D 658.4034 LOV
– Lovelock and Gummesson (2004), “Whiter Services Marketing, in search of a new paradigm and fresh perspectives”, Journal of Service Research, 7:1, P. 20-41.
– Normann, R. (2000), Service Management, strategy and leadership in service business D 658.91 NOR
– Parasuraman, A. 2002. Service quality and productivity: a synergic perspective. Managing Service Quality 12:1, P. 6-9.
– Schlesinger, L. A., Heskett, J. L. (1991), “Breaking the cycle of failure in services”, Sloan Management Review, Spring, P. 17-28.
– Schmenner, R. W. (1986), “How can service businesses survive and prosper”, Sloan Management Review, Spring, P. 21-32
– Schmenner, R. W. (2004), “Service Businesses and Productivity”, Decision Sciences, 35, no. 3, P. 333-347.
– Shafti F. et al. (2003), Service Operations: The Question of Productivity and Quality Management, Working Paper, available for download from the teaching website.
– Silvestro R. et al. (1992), “Towards a Classification of Service Processes”, International Journal of Service Industry Management ; 3:3.
– Silvestro R., Cross, S., (2000), “Applying the Service Profit Chain in a Retail Environment”, International Journal of Service Industry Management, 11:3.
– Slack, N., Chambers, S., Johnston, R. (2004) 4th ed., Operations Management, Prentice Hall Financial Times. D 658.5 OPE
– Verma R., (2000), “An Empirical Analysis of Management Challenges in Service Factories, Service Shops, Mass Services and Professional Services”, International Journal of Service Industry Management, 11:1.