Service Management Questions and Answers Essay Example

Service Management: Questions and Answers Essay What ethical Issues are raised in the promotion of sales during a service transaction? A: I think that the first issue Is whether the promotion Is only to Increase the business. That Is to say, the company held this promotion Just because of the bad quality of the products. This may hurt customers Interest. The second Issue Is that sometimes the customers do not even know what they are doing. They are attracted by the promotion slogan or the exciting prices. Sellers exaggerate about the products and customers do not know details about these promotions. They are deceived to ay things. Q: Comment on the different dynamics of one-on-one service and group service in regard to perceived control of the service encounter. First look at the service encounter triad. There are three elements, Including service organization, contact personnel and customer. Perceived control takes place between contact personnel and customer. The service organization chooses the contact personnel and trains them into professional employees to deal with customers directly. For one-on-one service, first the service organization will impose some regulations on the contact personnel, telling them not to do something. Moreover, it is a one-on-one service, the contact personnel is dealing with only one customer. I think there are regulations about how to deal with one customer. Maybe the service organization does not take one person too seriously. The service organization wants to serve more people to improve the margin profit, not wasting too much time on Just one person. The contact personnel on one hand will follow the rules from the service organization, on the other hand, they want to improve their own efficiency, so they may reduce the service quality, because they believe It Is easy to deal with one person, he/she is not that Important. We will write a custom essay sample on Service Management: Questions and Answers specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Service Management: Questions and Answers specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Service Management: Questions and Answers specifically for you FOR ONLY $16.38 $13.9/page Hire Writer The contact personnel wants to reduce their work too. This behavior definitely causes bad consequences Like dissatisfaction from that customer. From the customers point of view, he/she will think even as an individual, he/she deserves the same level of service. Since there is only one person, he/she wants better outcome, and takes control over the contact personnel. This pressure comes from both sides, one is trying to control the other. But in this situation, the contact personnel may have some advantages over For group service, the situation is still the same. The contact personnel is facing many people instead of Just one, so their service quality should step up according to the instructions from their service organization, I guess. There are definitely differences between dealing with one person or many persons. From the service organizations point of view, group service can bring a lot of profits, using only the same numbers of contact personnel. From the contact personnels point of view, they are facing many people, and their work becomes more difficult and tired. If every person In this group has several questions. They will spend much more time dealing with this case. This customers. From the customers point of view, they have more people. They believe they deserve better service, they ask for much more from the contact personnel. These people may have different ideas about products or service, this situation can easily cause dissatisfaction about the contact personnel. To summarize, whether in one-on-one service or group service, both sides have dynamics to perceived control. Every customer expects same level of service, even better service for groups. This leads to work from the contact personnel, who will try their best to reduce the work themselves.