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Service Management: Operations, Strategy, Information Technology, 1st Edition Solution Manual

Simplify your studies with Service Management: Operations, Strategy, Information Technology, 1st Edition Solution Manual, an essential guide to mastering your course material.

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Chapter 01-The Service Economy1-1CHAPTER1THE SERVICEECONOMYTEACHING NOTEThis introductory chapter is intended to motivate students and arouse their interest in the importance of services in oureconomy and career opportunities in the 21stCentury.Material on the "experience economy" illustrates the currenteconomic evolution beyond the postindustrial economy. The role of information technology, innovation, and changingdemographics in service sector growth can lead to speculation about the future.The chapter continues by answeringthe question “why study services” with a discussion of the distinctive characteristics of service operations.Thequestion of “what is a service” is answered with the service package and grouping services by delivery process usingthe "service process matrix."Service-dominant logic is presented as an alternative paradigm to the traditional goods-centered view of value creation. The open systems view of service management represents a departure from thetraditional role of the operations management found in manufacturing.SUPPLEMENTARY MATERIALS“The Hitchhiker’s Guide to Cybernomics:A Survey of the World Economy”,The Economist, September 28, 1996.A 46 page special insert loaded with figures and graphs that present the transformation from an industrial economy toa service economy driven by information technology. The article discusses new jobs, productivity, and the difficultyof measuring economic output when the metrics were designed for industrial production.Joseph Pine and James Gilmore, "Welcome to the Experience Economy,"Harvard Business Review, July-August1998, pp. 97-105.The authors describe the features of the emerging experience economy represented by firms such as the RainforestCafé that stage an experience rather than just deliver a service.James L. Heskett, " Lessons in the Service Sector”,Harvard Business Review, March-April 1987, pp. 118-129.This is a classic article articulating the need to integrate marketing and operations to achieve excellence in services.The author formulates a strategic service vision that is both internally directed (employees) and externally directed(customers).LECTURE OUTLINE1.Service Definitions2.Facilitating Role of Services in an Economy (Figure 1.1)3.Economic Evolution (Figure 1.2 and 1.3)4.Stages of Economic Development (Table 1.2)5.Nature of the Service Sector (Figure 1.4 and Figure 1.5)6.The Experience Economy (Table 1.3, Table 1.4, and Figure 1.6)7.Distinctive Characteristics of Service Operations

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Service Management: Operations, Str...

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