3 Service operations Services are different from goods in many ways Therefore, managing service operations requires a different focus than managing manufacturing operations The service industry often uses the service profit chain as a model for building a successful business Use your knowledge of the service profit chain to select the three labels missing from the following diagram A Customer Satisfaction B Internal Service Quality C Profit and Growth Sources R Hallowell, L A Schlesigner, and J Zornitsky, Internal Service Quality, Customer and Job Satisfaction Linkages and Implications for Management, Human Resource Planning 1 9 ( 1 9 9 6 ) 2 0 3 1 J L Heskett, T O Jones, G W Loveman, W E Sasser Jr , and L A Schlesinger, Putting the Service Profit Chain to Work, Harvard Business Review ( March April 1 9 9 4 ) 1 6 4 1 7 4

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Question: 3 . Service operations Services are different from goods in many ways. Therefore, managing service operations requires a different focus than managing manufacturing operations. The

3 .

Service operations

Services are different from goods in many ways. Therefore, managing service operations requires a different focus than managing manufacturing operations. The service industry often uses the service

-

profit chain as a model for building a successful business.

Use your knowledge of the service

-

profit chain to select the three labels missing from the following diagram.

.

Customer Satisfaction

.

Internal Service Quality

.

Profit and Growth

Sources: R

.

Hallowell, L

.

.

Schlesigner, and J

.

Zornitsky,

Internal Service Quality, Customer and Job Satisfaction: Linkages and Implications for Management,

Human Resource Planning

19 (1996) 20 31

; J

.

.

Heskett, T

.

.

Jones, G

.

.

Loveman, W

.

.

Sasser Jr

.,

and L

.

.

Schlesinger,

Putting the Service

-

Profit Chain to Work,

Harvard Business Review

(

March

April

1994)

164 174 .

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