Comparison between services operation

| February 12, 2016

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: Also Hofstede’s website contains most of his work:

– 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.

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