SPECIFICS IN PEOPLE MANAGEMENT IN THE SERVICES OPERATIONS IN TERMS OF DIFFERENT TYPE OF SERVICE ENCOUNTERS


Author: Assoc. Prof. Yulia Yorgova, PhD (Burgas Free University)

Keywords: services operations, people management, types of service encounters, "personnelcustomer" contacts

In realizing of the service operations are involved in varying degrees both parties - personnel and customers. In the process of delivering service they participate in different types of encounters. The link and dependency between the different types of service encounters ongoing and people management approaches applied by service operations managers are the object of examination in the article. The main aim is to clarify and analyze the types of service encounters, factors that define and affect them and on this basis to formulate conclusions regarding the characteristics of people management in the service operations. To achieve the objective consistently are characterized the next types of service encounters: "Phone encounters”, “Pure virtual customer contact”, “Mixed virtual and actual customer contact”, “Technology enhanced customer contact”, “Face-to-face encounters”. Some of the main factors influencing the effectiveness of the service encounters and decisions on people management in the service operations are presented and analyzed. Formulated conclusions are compiled.

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