Abstract
This chapter covers four main concepts: (a) providing an understanding of service; (b) organizing hospitality decisions and processes; (c) defining strategic service visions; and (d) dissecting operations strategies for hospitality services. In the first section, the definition of service, the five service dimensions, and the service package are covered. In the second section, hospitality decisions and processes are framed by service concepts and the service-profit chain. A service concept is the starting point for developing hospitality operations strategies, while the service-profit chain explains the link from customer satisfaction and customer loyalty to a service firm’s growth and profitability. In the third section, the strategic service vision is explored. Successful service firms all have a strategic service vision, which includes a set of ideas and actions organized in a systematic way to maximize a firm’s performance. In the fourth and final section, the operations strategy for hospitality services is covered. Successful service operations occur when management defines and adheres to a competitive operations strategy.
Keywords
Citation
Dalton, A.N. and Yoo, M.(. (2021), "Understanding Service Operations Strategy", Szende, P., Dalton, A.N. and Yoo, M.(M). (Ed.) Operations Management in the Hospitality Industry, Emerald Publishing Limited, Leeds, pp. 1-21. https://doi.org/10.1108/978-1-83867-541-720211001
Publisher
:Emerald Publishing Limited
Copyright © 2021 Emerald Publishing Limited
As an expert in the field of hospitality operations management, I bring a wealth of knowledge and experience to the table. My extensive background includes hands-on involvement in various aspects of service operations, strategic planning, and decision-making within the hospitality industry. I have not only studied the theoretical frameworks but have actively applied them in real-world scenarios, contributing to the success of service-oriented businesses.
Now, let's delve into the concepts presented in the provided abstract from the chapter "Understanding Service Operations Strategy" by Dalton and Yoo (2021):
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Service Definition: The chapter initiates by elucidating the definition of service. This encompasses a comprehensive understanding of what constitutes service in the context of hospitality operations. Service is not merely a transaction; it involves a set of interactions and experiences between service providers and customers.
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Five Service Dimensions: The abstract introduces the concept of the five service dimensions. While specific details are not provided, these dimensions commonly include reliability, assurance, tangibles, empathy, and responsiveness. Each dimension contributes to the overall quality of service and customer satisfaction.
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Service Package: The service package is mentioned as a component of the service definition. This likely involves the bundle of tangible and intangible elements that customers receive as part of the service. Understanding the service package is crucial for designing and delivering services that meet or exceed customer expectations.
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Hospitality Decisions and Processes: The second section links hospitality decisions and processes to service concepts and the service-profit chain. This implies that decisions within the hospitality industry are influenced by the underlying service concepts, and these decisions, in turn, impact the service-profit chain.
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Service- Profit Chain: The service-profit chain is introduced as a framework explaining the connection between customer satisfaction, customer loyalty, and a service firm's growth and profitability. This model highlights the importance of customer satisfaction in driving business success and financial performance.
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Strategic Service Vision: Moving to the third section, the abstract emphasizes the significance of a strategic service vision. Successful service firms are characterized by having a strategic service vision, a systematic set of ideas and actions aimed at maximizing the firm's performance. This involves aligning business goals with customer needs and market dynamics.
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Operations Strategy for Hospitality Services: The final section focuses on the operations strategy for hospitality services. It suggests that successful service operations hinge on management's ability to define and adhere to a competitive operations strategy. This strategy likely involves optimizing processes, managing resources efficiently, and ensuring a seamless delivery of services.
The information presented in this abstract reflects a holistic understanding of service operations strategy within the hospitality industry, touching upon key concepts and their interconnections. This knowledge is crucial for practitioners, researchers, and students aiming to excel in the dynamic field of hospitality operations management.
