Managing Service Providers
• Why managing service providers is important
• Responsible for delivering service
• Customer interactions are very significant
• Frontline service employees represent the organization and its brand values
• Employees (in services, most of the time) represent the largest variable cost
• The essence of professional services-the customers are buying the experience, the expertise and the chemistry with the client
Pressures on Service Providers
Organizational Pressures
• Nature of the task
• Service design, processes and resources
• Performance objectives and targets
• Reward and appraisal system
SERVICE PROVIDER
Customer Pressures
• Customer expectations
• Intensity of contact
• Mood and anxiety
• Customer competence
1. From your work or from a service provider you know, explain the organizational and customer pressures on the service provider?